FREQUENTLY
ASKED
QUESTIONS
GENERAL
Most frequent questions and answers
No. Our courses are designed in small segments so that you can complete them at your own pace. Most times, if you stop in the middle of a video the system should remember where you are. However, as with all technology, there is always the chance that it won’t and you’ll have to start that video over. We put the time length of each video in the lessons so that you can determine if you have enough time to finish it.
If you stop in the middle of a quiz, it is not a big deal, but you will have to start the quiz over again when you return.
When you log back into your course, just click on the continue button to pick up where you left off.
The system is designed to allow you to review your grade before automatically moving you to the next section. The color of your grade will help you determine if you passed or not. Most quizzes require 75% to pass.
If you fail the quiz, your score will be in red. You can take the quiz again until you pass. You may need to go back and review the material again.
If you pass the quiz, your score will show up in green.
When you are finished reviewing your quiz and are ready to move on, just click the next lesson button. No need to take the quiz again once you pass it.
This usually happens because you didn’t mark the last section complete. When your course is complete, the orange progress bar in the course should say 100%. If your course is not complete, your progress bar will look something like this:
You can see which section is not complete by opening up the menu in the right hand side bar. To do this, just click the “open all” tab at the bottom of the menu.
Then, look to see which sections have an orange check with a line through them. Those sections are complete. If you see a section that doesn’t have a line, click on that section and complete it.
Typically, we cancel registrations on OCCRRA if the class is not paid for by the end of the month. You can always register again if you’d like to take the training. Registrations might also be cancelled if the name on your Learning Professor profile doesn’t match a name on the OCCRRA sign in sheet because that might have caused confusion for us. Don’t worry though….this can always be corrected with a simple email to support@learningprofessor.com
I generally assign credit to your state system profile once per day except weekends. If you complete the class on a Friday, Saturday, or Sunday your credit will be updated no later than Monday evening. It should never take more than 48 hours to receive credit. If it has been more than 48 hours, please contact me so that I can determine what happened.
This is a quirk in the OCCRRA. The OCCRRA system doesn’t recognize the difference between an online class and an in-person class, and doesn’t realize that an agency may have given you more time to complete the class. When the date of the class that you signed up for has passed, the OCCRRA system automatically lists you as a no-show. Don’t panic. You still have your entire four months to complete your class. Once you successfully complete the class, the OCCRRA system will be updated and your attendance will be registered.
Currently our classes are approved in OH, KY, IN, NC, MI & HI. We are working every day to get approval in more states! In Ohio, all of our classes are Ohio Approved (OA) for Step Up to Quality.
If you already paid for the training, you still have access to it. The OCCRRA system doesn’t recognize online trainings as being online, so sometimes the date on the training will cause it to not appear in upcoming trainings. Don’t worry, this doesn’t mean anything. You have four months to complete a class. Just log into your Learning Professor account and you’ll have access to it.
PURCHASING
Most frequent questions and answers
To place an order, go to our course catalog page.
Find the course you want to purchase and click on it.
If you are purchasing the course for someone else, click the group registration button and choose the number of people that will be taking the course before you add it to you cart.
Add the course to your cart.
If you have other courses you want to purchase, head back to the course catalog page and repeat the process.
Once you have all the courses you want to purchase, view your cart.
or
If everything looks ok, click the proceed to checkout button. If you need to delete something, press the red X next to the course name or change the quantity.
You’ll create a username and password for our site on the checkout page.
Check over the information you entered. Generally payments fail because the CVC code is incorrect. If it all appears correct send us an email and we will look into. You may need to check with your bank.
The group registration instructions can help you. Here are a few tips:
- On the course catalog page, check the group registration button…..even if you are only buying it for one person. Tell me how many people are going to be taking this course.
- Then click Add to Cart.
- Repeat the process to add more courses to your cart. When you have all the courses you want in your cart, (you can buy multiple courses for multiple staff members), view your cart.
or
- The course must say Group Registration under the product description or you will not be able to enroll your staff and will have to ask us to do it for you. If it doesn’t say group, then delete the course and go back to the catalog and add it again. Notice in the example below, the Empathy course doesn’t have group but the other two do.
- If everything looks ok, proceed to checkout. If there is something in your cart that you do not want, click the X or update the quantity.
- When you get to the checkout page, all of the billing information (name, email address, username, and password) should be about the PERSON PLACING THE ORDER – not your staff member or the person whose name is on the credit card. It should be the person I would talk to if I have a question. This will become your account to manage.
- In the Participant Info area, Mark the box that says you are purchasing the class for someone else. Enter the people your are buying the class for in the box. This helps us to ensure that we assign the right credit! It is helpful to have their OPIN number if they are in Ohio. If you have more than one person or more than one class, please tell us who is getting each class.
- After you complete the purchase process, finish the group registration process to create an account for your staff member. Directions for doing this are on the handout above and are outlined below. This is what will give each staff member an account, access to the course, and will send them an email with their username and password.
- Go to Manage Group Registration. You will only have access to this area if you chose Group when you added the class to your cart. If you forgot to do that, you’ll have to contact me to complete the process for you.
- All of the classes you purchase using the Group option will appear in a drop down list. You may need to select the arrow to see all of your classes. Choose the correct class.
- Scroll to the bottom of the page. Enter the participant’s first and last name and email address. Click Add user.
- Make sure you see a green confirmation at the top.
- Repeat this process for other participants.
We will issue refunds within 24 hours of course purchase if the course has not been completed at all. Once a course has been partially completed there are no refunds. After 24 hours, we will only issue coupon codes good towards a future purchase but no refunds.
Just send us an email and we will get the receipt sent over right away!
Send us an email and we will get you in the right class! It’s no problem at all!
There are a couple ways you can do this.
- You can either purchase the courses for each person separately under each person’s account (which usually gets confusing and causes errors).
- You can email a list of first and last names, emails, OPINS, and the courses you want to support@learningprofessor.com and we will do all the work for you and just send you an invoice. Please allow 1 day to process this. I can usually get to this right away unless I am teaching an onsite class, in which case it will not happen until I return home.
- You can use the group registration process below.
The group registration instructions can help you. Here are a few tips:
- On the course catalog page, check the group registration button…..even if you are only buying it for one person. Tell me how many people are going to be taking this course.
- Then click Add to Cart.
- Repeat the process to add more courses to your cart. When you have all the courses you want in your cart, (you can buy multiple courses for multiple staff members), view your cart.
or
- The course must say Group Registration under the product description or you will not be able to enroll your staff and will have to ask us to do it for you. If it doesn’t say group, then delete the course and go back to the catalog and add it again. Notice in the example below, the Empathy course doesn’t have group but the other two do.
- If everything looks ok, proceed to checkout. If there is something in your cart that you do not want, click the X or update the quantity.
- When you get to the checkout page, all of the billing information (name, email address, username, and password) should be about the PERSON PLACING THE ORDER – not your staff member or the person whose name is on the credit card. It should be the person I would talk to if I have a question. This will become your account to manage.
- In the Participant Info area, Mark the box that says you are purchasing the class for someone else. Enter the people your are buying the class for in the box. This helps us to ensure that we assign the right credit! It is helpful to have their OPIN number if they are in Ohio. If you have more than one person or more than one class, please tell us who is getting each class.
- After you complete the purchase process, finish the group registration process to create an account for your staff member. Directions for doing this are on the handout above and are outlined below. This is what will give each staff member an account, access to the course, and will send them an email with their username and password.
- Go to Manage Group Registration. You will only have access to this area if you chose Group when you added the class to your cart. If you forgot to do that, you’ll have to contact me to complete the process for you.
- All of the classes you purchase using the Group option will appear in a drop down list. You may need to select the arrow to see all of your classes. Choose the correct class.
- Scroll to the bottom of the page. Enter the participant’s first and last name and email address. Click Add user.
- Make sure you see a green confirmation at the top.
- Repeat this process for other participants.
COMPLETION / LOG-IN
Most frequent questions and answers
Click Start My Course.
If you are already logged in, you’ll be taken to your My Courses page. Click the course you want to begin.
If you haven’t started yet, click Get Started. If you have started, This button will say Continue.
or
If you are not logged in, you will be taken to the log in screen. Enter the username and password that you created during the checkout process. If someone bought the course for you, you should have gotten an email with your username.
If you log in and see “Hello” and someone else’s name, then click log out and enter your credentials instead.
To start your course, click the My Courses tab.
You should see your courses. Click on the course that you want to start.
Click Get Started or Continue.
or
Click Start My Course.
If you are already logged in, you’ll be taken to your My Courses page. Click the course you want to begin.
If you haven’t started yet, click Get Started. If you have started, This button will say Continue.
or
If you are not logged in, you will be taken to the log in screen. Enter the username and password that you created during the checkout process. If someone bought the course for you, you should have gotten an email with your username.
If you log in and see “Hello” and someone else’s name, then click log out and enter your credentials instead.
To start your course, click the My Courses tab.
You should see your courses. Click on the course that you want to start.
Click Get Started or Continue.
or
You should be able to reset password by clicking the Help button and clicking Reset Password. If you are having trouble resetting it, send us an email and we will reset it for you.
Your login information was either created when you purchased the course or it was sent to you through email. If you are having trouble locating it, please contact us.
Click Start My Course.
If you are already logged in, you’ll be taken to your My Courses page.
You can update your username, password, view orders, edit personal information, etc.
If you are not logged in, you will be taken to the log in screen. Enter the username and password that you created during the checkout process. If someone bought the course for you, you should have gotten an email with your username.
If you log in and see “Hello” and someone else’s name, then click log out and enter your credentials instead.
Click the Account Details tab.
You can update your username, password, view orders, edit personal information, etc.
No. We actually need you to register under your name. This makes it easier for us to view your individual progress if we need to take a look at your course and to ensure that the right person gets credit for the course.
You have four months to complete the course from the day of purchase. If you need more time just let us know. We can make exceptions to the 4 month rule for up to a year after purchase.
TECHNOLOGY
Most frequent questions and answers
All you need for our courses is a computer/tablet/laptop/phone with high speed internet access and speakers. No need to download any special software! Our courses are mobile friendly.
Yep! You can take our courses on any device!
Troubleshoot Video Playback Issues
Many factors can influence video playback, including some that pertain to your computer or device. If you’re not getting the best viewing experience on Vimeo, you might want to try these simple fixes.
- Make sure you are pressing the play button
- Use Google Chrome
Many browsers have trouble with video. Google Chrome is the recommended browser for your courses. Browsers such as Internet Explore (IE), Edge, Opera, and sometimes Safari will have intermittent success with videos. You may watch an entire course and be fine, and suddenly it doesn’t work. Most issues are resolved when using Google Chrome. Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser, including Chrome, can be found here.
- If you are getting a player error and you are connected to a school’s internet
Check your internet security settings. If your school has security settings that prevent YouTube videos, then these settings may also keep you from watching the videos on this site. Check with your IT Team to determine how to bypass these settings.
- Clear your browser’s cache
Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here.
- Restart your computer
When all else fails, restart. Sometimes this will help reset things.
- Check your bandwidth
We require network speeds of 500 kbps or higher in order to stream our lowest playback quality (240p). You can google “speed test” and run a speed test to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on Wifi or cellular networks. If the video is buffering or pausing, this is likely a bandwidth issue or a memory issue with your device.
- Disable any browser extensions, plugins, or add ons
Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you’re having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito or private window of your browser for testing.
- Restart your router and modem
Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.
- Close excess browser tabs or applications
Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.
- Disable/Enable Hardware acceleration
Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings.
If you are still have trouble after trying these tips, send us an email to let us know and we will start working on it right away!
Troubleshoot Audio/Video Playback Issues
Many factors can influence video playback, including some that pertain to your computer or device. If you’re not getting the best viewing experience on Vimeo, you might want to try these simple fixes.
- Use Google Chrome
Many browsers have trouble with video. Google Chrome is the recommended browser for your courses. - Check to make sure your speakers are turned on
It may sound like a given, but many times the sound has been turned down or sometimes another device might have diverted the sound to it instead of your speakers (this often happens to me when I plug in a second screen). - Try using headphones
Sometimes plugging in a set of headphones or using an external speaker can help divert the sound or help you to make the audio louder. - Restart your computer
When all else fails, restart. Sometimes this will help reset things. - Check your bandwidth
We require network speeds of 500 kbps or higher in order to stream our lowest playback quality (240p). You can use this speed test to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on Wifi or cellular networks. - Disable any browser extensions, plugins, or add ons
Third party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you’re having trouble, try disabling any active extensions one-by-one to find the culprit. You can also open your video within an incognito or private window of your browser for testing. - Restart your router and modem
Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot. - Update your browser
Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here. - Close excess browser tabs or applications
Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows. - Clear your browser’s cache
Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here. - Disable/Enable Hardware acceleration
Hardware acceleration makes resource-hungry operations run more efficiently, but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings.
CERTIFICATES/QUIZZES
Most frequent questions and answers
Yes! You can take the quizzes as many time as you like.
Your certificate is generated immediately after you complete the course. You can view it via the link on the last page of your course, or you can click Start My Course and then click My Certificates. You can view your certificates on your Dashboard. Click the My Certificates button.
Open your email with the certificate. Scroll your cursor over the picture of the certificate until a download button appears. Click the download button. You will now be able to open this file on your computer and print the certificate.
OTHER
Most frequent questions and answers
The Learning Professor documents will open in a new window on your computer. Move your mouse to the top of the page until you see a download button appear in the right corner. Click on the button and you will save the file to your computer. To print, simply open the file and print it!
If you would like to print them after you have completed the course, that’s no problem. You can go back to any section in the course. Just open the course and click on the resource pages on the menu.
We are so happy to hear that you love our videos! Unfortunately once your four months in the course has ended you will no longer be able to view the videos. Feel free to take notes and print or download the handouts to record the awesome information! You can watch the videos as much as you like during your four month access period.
Unfortunately we are not allowed to have video controls on our courses due to state regulations. If you are on a computer, you can use the left arrow key to rewind the video a few seconds to catch what you missed. You can also go back anytime while you have access to the course and re-watch a video.