Frequently Asked Questions

System Requirements

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Speed Test
Speed Test requires at least version 8 of Flash. Please update your client.

Click HERE to visit if this page shows an expiration message. Feel free to let us know if this is out-of-date and we'll update it as soon as we can.

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I cannot login. Why?

Computer systems often require cryptic text strings for login credentials for your protection, privacy, and security. These can be difficult to remember and sometime to read. Following a few simple tips can help alleviate common issues with login problems.


Emerald Education Systems has several websites. Be sure to use the correct one when trying to access an account on one of these systems. You may want to verify the URL sent to you in an email, if you still have that email. To reset your password, you can click on the "Lost Password", "Forgot Password", or "Request new password" link on any of these sites and enter the email address that you used when you registered for an account. We do not store unencrypted passwords for security purposes.


Copying usernames and passwords directly from the email can avoid typos. Just make sure that you do not copy any leading or trailing spaces. For example, "password " (note the space after the word) is not the same as "password". Furthermore, passwords are case-sensitive, and can contain a combination of letters and numbers. For example "007JamesBond" is not the same as "OO7jamesbond". Note that the second text string has two letter "oh"s at the beginning, and there are no other upper-case letters that follow.


If after trying all of these suggestions you still have a problem or question, please contact us.

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Best Practices

The Internet was founded on the idea of free information.  This gave rise to the "Information Age".  In the race to deliver valuable content, however, comes a large volume of noise and malicious activity.  Malware, viruses, and security holes are daily concerns in the technology world.  There are ways to avoid most of these things with a few simple strategies.


  • At work, consult with your IT administrator for best security practices on at least a quarterly basis.
  • Use antivirus software.  Yes, even a Mac can get a virus.
  • Use SPAM protection.  Most webmail (i.e. Gmail, Hotmail, etc) has this built-in.
  • Use a firewall at the front of your network.  In an office consult your IT administrator.  At home, you may need to configure this on your router or using software on your computer (consult an IT professional for more assistance).
  • Take great caution when opening (or never open) email from someone that you do not recognize.
  • Never open a file attachment that you are not expecting.
  • Make sure you spell the URL (web address) properly, as some misspelled websites exist for the purpose of fooling you.
  • Do not open emails or links in emails from your bank or online accounts if you are not expecting a message.  If you are unsure, contact them separately from the email (do not hit "Reply") to see if they sent you something.
  • If something online appears to be a scam, it most likely is.  Avoid websites or delete emails that are obvious scams.
  • Never enter your credit card or other financial information on a webpage that starts with "http://...".  Instead, only use secure connections that start with "https://...".
  • Stay current with all operating system (Windows, Mac OS X, etc) and application (Office, web browser, etc) updates.  Updates are often vital to plug security holes, but can also resolve general bugs.
  • Become familiar with the tools that you use the most to best notice when something is out-of-the-ordinary.  Often, malicious websites or emails can mimic the software that you are using to make it appear that, for example, clicking the "Close" or "OK" button will make something go away.  In truth, such false interfaces may lead to dangerous websites or execute a command that you did not intend.
  • Pay attention to office memos/bulletins about security issues.
  • Make regular backups of critical information, and see if your office has a backup policy.
  • Password-protect sensitive information with a non-dictionary term password.  Numbers and symbols can help strengthen passwords.
  • Shut down your computer when it is not in use.  Heat is the enemy of all electronics.  The longer and harder a computer is running, the shorter its life becomes (again, make backups).
  • Keep information organized for easy retrieval and backups.
  • Have your PC cleaned at least every 6 months to avoid dust build-up.  Again, heat kills electronics.
  • If in doubt, consult with an IT professional.


Feel free to contact us if you have any questions regarding our products or services.

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What is an LMS?
An LMS is a 'Learning Management System.' It is a software application that serves as a platform that allows us to host our online courses. An LMS provides tracking, reporting and monitoring capabilities. Think of our LMS as the place that you go to access your online courses.

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Are your courses accredited?
Yes. However, each course is accredited by specific accrediting bodies. View each course description to confirm the accreditations for that specific course.

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Do you offer group discounts?
Yes. Discounts are dependent on the group size and the number of courses taken.  If you have a group of 3 or more people, please do not hesitate to contact us.

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What is your refund policy?
No tuition refunds will be given.

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How can I register for a course?
You can register for a course by purchasing it online and adding it to your shopping cart or sending tuition payment through the mail to:   Emerald Education Systems 1409 Saybrooke Court Pasadena, MD 21122   Should you choose to send payment through the mail, please be aware that there may be a delay with processing time, so we encourage you to register online. By registering online, you will have immediate access to your courses. Regardless of  method of payment, you must submit a registration form online, through the shopping cart. There is an option to either pay online via credit card or send payment through the mail.

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When can I expect to receive my certificate of completion?
One of the benefits of completing our PPLVR courses online is to have immediate access to your certificate of completion. Upon successful completion of the final exam, you can print out your certificate immediately from your computer.    Simply, log into the course, select Classroom (the page that lists all of the lectures).  Click on the Classroom Content item entitled, Certificate(s) of Completion. Select the appropriate certificate link on the next page and click on Begin Content Selection.  A PDF of your course completion certificate will appear on the following page.  You can print your certificate by clicking on the print icon towards the top of the middle of the page. In order to view and print your certificate, you will need the latest version of the Adobe Reader installed on your computer.  You can download this software program for free from the Adobe website by clicking here or by visiting   However, if you need a certificate of completion for an EES course, such as, Understanding Visual Impairments and Functional Rehabilitation of Visually Impaired Patients, please contact us. The Emerald Education Support Team will manually issue you a certificate of completion and send it to your email account on file.

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How can I get another copy of my certificate of completion?
If you have enrolled in a PPLVR online course and you have not exceeded your expiration date, simply log back into the course and print out the certificate of completion. If your course expiration date has expired or if you are seeking a certificate from a non-PPLVR course, contact us.  

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How long do I have to complete a course?
The online courses are available 24/7/365. Each course has its own standard enrollment length expiration policy. Please refer to the course description to confirm the course expiration date specific to that course.

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I am having trouble logging into my course. What should I do?

There are several considerations when trying to access the Learning Management System (LMS).  Please read through all of the suggestions below:

  • Confirm that you are using the correct user name/password to login. Please note that the user name and password are case sensitive.
  • Since the majority of our communication is done via email, we recommend that you add our email address(es) to your contacts/address book, in order to properly receive emails from Emerald Education Systems.
  • You cannot log into your course with the same user name and password combination that was used to access the Emerald Events Automated Registration System (EEARS). Make sure that you are using the appropriate login information.
  • If you are trying to access a PPLVR course, make sure you are logging into the correct website:
  • If you are logging into an EES course, make sure you are logging into the correct website:
  • You can re-set your password if these suggestions do not work. When you re-set your password, the Learning Management System (LMS) will send you an email with a new password.

To reset your password:

  1. Visit the login page.
  2. Click the Lost Password link under the login area.
  3. Enter the email address that you provided when you enrolled in your course into the Lost Password page.
  4. Submit the form and check your email account for a message with a new password.


If after trying all of these suggestions you still have a problem or question, please contact us.

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Why is there no sound when I run a lecture?
1.  The volume of lectures being too loud or soft depends on:
  • the sound card in your computer,
  • the volume settings,
  • and whether or not you are using speakers or headphones.
2.  Check your speakers to make sure that they are turned on.  Check your volume knob and make sure it is turned up.  If you are using a headset, make sure it is properly connected to your machine.  Most speakers and some headsets have a separate volume control on one of the speakers/headphones.
3.  To adjust the volume in the computer (a separate control from that found on the speakers/headphones):
If you are still experiencing difficulties, contact us.


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I am viewing a lecture and there is audio but no images, sometimes videos do not show up, and elements seem out of place.
Make sure that you have Adobe Flash 8 Player or higher. It is free, fast, and safe to download. If you are in an office with a secure network, contact your IT Department and confirm that they have the latest version of Adobe Flash Player installed on your machine.

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I constantly hear a clicking sound while viewing a lecture, exam, or evaluation. How do I turn it off?
This occurs when using Internet Explorer. Either use another web browser or in Windows go to: Control Panel -> Sounds and Audio Devices -> Sounds tab -> select "Start Navigation" under the "Windows Explorer" section -> Click the pulldown menu and select (none).

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The online course seems to be going very slowly. What should I do?
There are a number of factors related to web speed. 
  1. Check the computer system requirements for our courses to make sure you are up to date.
  2. If you are running several software programs at once while attempting to access a course, consider closing as many as you can to free up your computer's RAM.
  3. Internet traffic can be heaviest during certain times and days (Friday late afternoon for example). If speed continues to be a problem, consider accessing the course on off-peak hours. If your Internet speed is slow (not just one website, but all websites you visit), either try again later or contact your Internet service provider for support.

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I have submitted my course evaluation, but my progress statistic is 0% complete. Have you received my results or should I submit the evaluation again?
Your results have been received. Please do not submit the evaluation again. Due to the LMS system limitations, you will not receive a score for completing it. Therefore, your progress shows up as 0% complete even after you have successfully submitted the evaluation.

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Is there a way to print out or download the slides from each lecture in my course?

You cannot print or download the lecture slides from your course due to copyright restrictions. As an alternative, we suggest making use of the Notepad tool.


You can access the tool by clicking on the Notes icon in the upper left corner of the page that displays the lectures. Clicking on the icon will open a pop-up window where you can type your notes.


After taking notes on each slide, you can then print them out. Here are instructions:

  • Log into the LMS
  • Click on the name of your course
  • Click Classroom at the left of the course homepage
  • Select the lecture from the lecture list whose notes you want to print
  • Click on the icon under the View Notes heading
  • Click Printer-Friendly View on the page that displays the notes
  • Select File > Print from your browser's menu

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Are your courses and web site 508 compliant/accessible?
We are always researching and making improvements to our web sites and systems to help people with disabilities. If you require assistance, we are here to help you.  Contact us if you need further assistance. Suggested Assistive Technologies: JAWS (from Freedom Scientific) Braille Reader (Wikipedia entry)

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Why are the links in the lectures not working?

Certain types of downloaded content, such as images and/or web links can cause pop ups. Many websites use pop-ups to display information without disrupting the page currently open. In our case, if web links are embedded in a lecture slide and you are not able to view the link, this may be due to a pop-up blocker in your internet browser.

On many internet browsers, holding down the ctrl key while clicking a link will allow it to bypass the popup filter.  If you are still experiencing difficulties, you can enable pop-ups from our site by going to:

Internet Explorer

Mozilla Firefox


Google Chrome


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My lecture was just working and now it stopped. What do I do?

The error that you experienced may be due to a pause or delay in your Internet connection. In normal circumstances, you should not experience this. If this problem occurs frequently, then you should verify the stability of your Internet connection by using our Speed Test. Your download speed should be 1000 kbps or higher (as mentioned in our System Requirements) on a constant basis. Your Internet connection's available bandwidth could be impacted by many factors, including Internet usage by other people on your home/office network, or usage in your neighborhood ISP (Internet Service Provider, i.e. Comcast, Verizon, etc.) bridge.


Once you have identified that your Internet connection is stable, playback may still have issues due to a corrupt web browser cache (files downloaded from a website that may be referenced on subsequent page visits). Therefore, you may need to clear your web browser cache before revisiting the lecture content. Since this task differs between web browsers, it is best to simply look-up the appropriate instructions for your web browser (i.e. Internet Explorer, Safari, Firefox, etc.):


Click here to find out how to clear your browser's cache.

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I watched all the slides in a lecture, but I cannot continue to the next item in the course. Why?

This can happen if either there is a momentary drop in your internet connection (sometimes unnoticed), or if you use the browser's back button while in a lecture.  The fix is rather easy.  There is likely a required slide that isn't completed, so you will simply need to identify the slide and view it to have it marked as complete.  Here's how:

  1. Open the lecture in the "Classroom".
  2. Once you are viewing the lecture, you will need to click on the "View Progress" button (in the lower left corner of the lecture window): 
  3. Now scroll through the list of slide and note any that are marked as "Required Slide" and "Incomplete": 
  4. Close the "Progress Report" window.
  5. Once you find the slide number(s) that need to be completed, select the slides that need to be competed from the list on the left: 
  6. Repeat the process from step 2 to verify that the slide is marked as "Completed".  Once everything is done, you will be allowed to continue to the next lecture or step in the "Classroom".

If after trying all of these suggestions you still have a problem or question, please contact us.

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This course requires Flash Player version 6 or higher

If you encounter an error when trying to view a lecture, and this error reads:

This course requires Flash Player version 6 or higher.
You may install the player plugin for free from Macromedia.
Click here to download or upgrade your browser's Flash Player.

Note: Once the plugin has finished installing, please close
down this browser window and restart the course.

You have a few options to correct this issue:

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Internet browser font size is too big or too small

Typically with any internet browser, you can adjust the text size of the current website your viewing by clicking 'ctrl' + '+' to increase the text size or 'ctrl' + '-' to decrease the text size. Typically these settings can be found in your browser's 'View' menu.


However, not all browsers are created equally so refer to your browsers 'Help' menu for more information.

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Taking a screenshot

Taking screenshots allows you to take a picture of what you are seeing on your immediate screen. It is a relatively easy thing to do, and can save time when explaining a technical error. Here is a simple way to take a screenshot, and then save it as a JPEG image.


Keyboard with Print Screen button highlighted


  1. Make sure that the page that you are on is opened and displays the error/issue in question.
  2. Press the "PrintScreen|SysRq" key on the keyboard to copy the screen image (as shown above).
  3. Open Microsoft Word and 'Paste' the image into the document.
  4. Save the document somewhere that you can remember. Click the "File" menu and select "Save As...". Select a save location (such as the Desktop) and name the file.
  5. Click "Save".

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Can I open multiple windows/instances of the LMS?

You may only have one window of our Learning Management System (LMS) open at any given time or the tracking of your progress will not work appropriately. This is due to the design of the LMS.

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Completing a User Profile

Completing your profile allows you to network with other members of the PPLVR Learning Community; post comments on published articles; submit articles, case reports, and multimedia presentations/demonstrations for publication; participate in threaded forums and live chats; and use the Shopping Cart to register for online continuing education courses.


As part of your profile, you can create, post, and periodically update your own personal blog for other PPLVR Learning Community Members to read and post their comments.


The information you can add includes:

  • education information, such as, degrees and schools you attended
  • professional information, such as, profession(s), Optometrist, Ophthalmologist, OT, O&M, CLVT, etc.
  • professional societies and organizations
  • your website

If you do not have an account yet, click here.


Complete your User Profile today and begin participating in the PPLVR Learning Community right away.


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The webpage is not displaying properly

If you notice a page is not displaying properly with images and text being out-of-place then it may be an issue with Internet Explorer. There is a feature called "Compatibility View" that you may need to turn on or off in order to view the webpage the way it was intended.


Once you have navigated to the page you want to display correctly, click on the icon shown in this image:

Compatibility View

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I'm not receiving automatic emails and I have a Hotmail email account

For reasons out of our control, it seems that the Hotmail email client does not receive emails sent from our system. It may be that they are go into the junk/spam folder but it is suggested when creating an Emerald Education Systems account or purchasing a course that you use any email but Hotmail.

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