I am having trouble logging into my customer account(1) If you are receiving the below error message when trying to sign in
Please confirm that your customer account email address is entered in correctly
Your account may be under a different email address that you own
You do not have a customer account under this specific catalog at https://aznonprofits.ce21.com. You can create a new customer account by following this link
(2) If you are receiving the below error message when trying to sign in
Please confirm you have entered your password in correctly and do not have CAPS Lock engaged on your keyboard
Please reset your password by clicking on this link and entering in your customer account email.
If you don't know what your user information is, please reach out to customer support for further assistance or to have your login information reset.
I am not receiving a reset password emailRESET PASSWORD VIA BROWSER
When requesting a password reset, it can take up to 5-10 minutes to appear in your email.
Be sure to check your junk/spam folders in your email client.
If you still haven't received the reset password email after 10 minutes and checking your junk/spam filter, please contact support or see the SMS solution below.
RESET PASSWORD VIA CELL PHONE/TEXT MESSAGE (SMS)
If you have your mobile phone number already entered into your customer account, you can additionally send a password reset code to your cell phone via text message (SMS)
The below image will show when you follow the Reset Password process and have your mobile phone number previously entered into your customer account:
My video playback is stuttering, buffering, or playing poorlyThere are a couple main culprits that may cause streaming playback issues. We've found the following troubleshooting steps correct the vast majority of buffering or stuttering performance issues. Any option by itself may clear up the playback issues.
Please note that Internet Explorer is no longer supported by Microsoft and is also no longer supported for program playback. If you are unsure of what Internet browser you are using, you can check by visiting this link. If you are on Internet Explorer, we recommend you switch to Microsoft Edge
TEMPORARY VIDEO PLAYBACK ISSUE
If your video has stopped momentarily and this issue isn't occurring consistently, please click on the "Reload Video" button at the bottom left corner of your viewer. If a video playback issue consistently repeats - see below section.
If The Reload Video button does not seem to resolve the issue, try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text to refresh the page and reload the program.
If reloading the video doesn't seem to resolve the issue, here are some more suggestions:
CONSISTENT VIDEO PLAYBACK ISSUE
STEP #1: LOCK ONTO THE LEAST DEMANDING VIDEO STREAM
You may be having intermittent issues with your Internet connection. This solution will lock you onto the lowest video stream that may smooth out your video playback experience.
Hover your mouse over the video player
Hover your mouse over the HD text at the bottom right of your video player
Select the lowest quality (lowest number) available. In the below screenshot the lowest quality is 180.
If video playback issues continue - move onto Step #2 below
PLEASE NOTE: If you are on a Mac device and/or using Safari, the HD button is not present. In order to lower the stream speed you will need to switch to the Google Chrome browser.
STEP #2: SWITCH TO AN ALTERNATE INTERNET BROWSER
Your Internet cache in your browser may need to be cleaned/cleared out. If you are unsure on how to clear your browser cache, an alternate, easier and quicker option is to try switching to a different Internet browser to continue viewing the program. If you're on Microsoft Edge - try switching to view the program on Google Chrome browser. Other popular browsers such as Opera and Firefox are compliant with program playback. Following this step resolves the vast majority of playback issues.
Internet Explorer is no longer a supported web browser. If you are attempting to view the video content using Internet Explorer, you will need to switch to another browser such as Microsoft Edge, Google Chrome or Firefox.
If any video playback issue persists, please contact Support for further troubleshooting.
My video is stuck or has stopped playingIf your video has dropped audio or has stopped playing altogether, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program.
If you are unable to locate the Help tab in the video viewer page, please locate and click the Reload/Refresh icon on your web page. The reload/refresh icon is usually a clockwise turned arrow icon located near the web address on the web page.
If reloading the page as shown above does not resolve the issue, you may try closing your web browser entirely and reopening it and navigating back to the program and relaunching the program.