Skip to main content

  Technical Support: (877) 602-9877

  Technical Support: support_etsa@myunion.edu

  General Information: (800) 861-6400

  General Information: etsa@myunion.edu

Solutions and FAQ

My Account


  • How do I access my Certificate? You can access your certificate in two different locations. Both areas for your certificate contain the exact same information but are located in two spots for convenience. PROGRAM VIEWER Your certification process is located in the viewer to access while the program is in progress or immediately after. Access by clicking on the Certificate tab. YOUR CUSTOMER ACCOUNT Your certification process is also located in your customer account to access after the program. Access by clicking on the Certificate button. Please note that once you have completed your certification steps, you have the option to print your certificate or email a copy to yourself (or even another). These options can be accessed at any point within your customer account.
  • 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://uiu.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.

Technical Issues


  • My video is stuck or has stopped playing If 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.
  • I can see the video, but I can't hear anything (or very low audio) Please Note: If you are logging into a computer remotely using VPN, Citrix, or a cloud-based work environment, you may not hear the audio, so please log directly into your account page not using a remote environment. If you are not connected using a remote environment, Please try the below suggestions to troubleshoot your audio issues. First, 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. ​ Please Note: that if you are viewing the program using the Microst Edge or Firefox browser, the audio can be muted and unmuted from the video viewer tab. If the issue continues - please see troubleshooting steps below: THE YOUTUBE TEST If there is very low or no audio coming through your program, please click on this link to open youtube.com in a new window and click on any video on the main page to confirm you are able to hear audio. This can confirm whether this lack of audio is an issue with your computer or within the program. I HEAR AUDIO ON YOUTUBE VIDEO BUT NOT IN MY PROGRAM! WINDOWS SYSTEM VOLUME There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers. Right click your mouse on the audio Speaker Icon Click on "Open Volume Mixer" option VOLUME MIXER NOTE: You can resize the Volume Mixer by pulling the edge of the window so you can see ALL applications using audio on your computer. Confirm the Device (leftmost item) has volume slider pulled all the way to the top Confirm all audio icons under all applications are not muted. I DO NOT HEAR AUDIO ON YOUTUBE (OR VERY LOW AUDIO) VIDEO EITHER If you are not able hear audio on a YouTube video the issue is system-wide with your computer/device. External Speakers (Desktop or Laptop) Confirm speakers are plugged in and powered on. Confirm the volume is turned up on the speakers. Confirm that the speakers are plugged into the correct port on the back of the computer. Internal Speakers (Laptop) There often is a "mute" key on the keyboard for muting audio on laptops. Try clicking this and/or the volume UP key. VIRTUAL ENVIRONMENTS (CITRIX E.G.) / REMOTE DESKTOP Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted. If the issue continues, please reach out to customer support for further assistance.

Please wait ...

Back to Top