GENERAL FAQ

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.

Sometimes 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 FAQ

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 Start My Course tab and choose 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 the Start My Course tab on the main menu and choose 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 FAQ

Click Start My Course.


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. Once you are logged in, follow the instructions below.

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 log in and see “Hello” and someone else’s name, then click log out and enter your credentials instead.

Click Start My Course.

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.

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


 

You should be able to reset your 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.

The password reset link is sent by our automated system. These emails often go to spam or junk or may be flagged by your email provider and held. If you do not receive your password reset email within a few minutes please send a message through the chatbot on our site and we will help you reset it. 

You can help keep this from happening by adding learningprofessor.com to your safe senders list.

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 and then choose Account Details.

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.

If you are already logged in, you’ll be taken to your Account Details page.

You can update your name, display name, password, and other personal information. Usernames cannot be changed.

You can also use the menu at the top to access your past orders.


 

No. We actually need you to register under your name.

Each account must have its own email address. Also, each account can only take each course one time. There may be more than one person at your center that wants to take a course, so each person needs their own account. 

This also makes it easier for us to view your progress if we need to take a look at your course to fix something as well as to ensure that the right person gets credit for the course. 

You purchased the course, so you should have access to it! Our courses have lifetime access (excluding CDA courses). There is no time limit for you to complete your course. You can also go back to watch the videos again at any time or download the handouts again.

During the first few years of business, courses had a four-month expiration date. If you log in and see expired or canceled next to a course, just send us an email and we can re-enroll you.

TECHNOLOGY FAQ

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
    Sometimes schools have security settings that interfere with your ability to watch public-facing videos such as YouTube.

    Our videos are hosted on Vimeo, a platform similar to YouTube, so these security restrictions can affect the videos in your course.

    Check with your IT team to see if they have these types of security settings in place. Check with your IT Team to determine how to bypass these settings. This sometimes happens when using a school computer even if you are using your home internet connection.

    In the meantime, there are a few things that you can do:

    Try using a different internet connection, such as a hot spot on your phone (Please check your phone plan to ensure that you will not incur data charges).

    Try plugging directly into the internet source with an ethernet cable.

    Try completing the class on your phone using your phone’s data connection instead of the school’s wifi (note that data charges on your phone’s plan may apply).

    While not ideal, you may need to work on the class in a different location. 
  • 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 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 having 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 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 FAQ

Yes! You can take the quizzes as many time as you like.

Your certificate is generated immediately after you complete the course. The course evaluation is the last section in every course on this website. If you have not completed a course evaluation, then you have not completed the course.

You can view your certificate via the link on the last page of your course, or you can click Start My Course and then click My Certificates. You can also view your certificates on your Student Dashboard. Click the My Certificates button. 

Click on the Start My Course tab on the main menu and choose My Certificates.

This will open a page with all of your available certificates.

Click on the name of the certificate you want to print to view the certificate.

When the certificate opens, choose the print option at the bottom.

Choose your destination/printer. Choose landscape for orientation/layout. Then click print.

While there is a download button, this button will only download an HTML file. The best way to download your certificate is to click the print button, and choose PDF instead of a printer. When you click print, it will ask you where you want to save it. Save it to your computer.

If you live in an approved state your credit will be awarded on the website (usually within 24-48 hours). If you have trouble obtaining a copy of your certificate please contact us. 

OTHER FAQ

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 or click the print icon!

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! We believe that once you purchase a course it should be yours to keep. If you buy a course on our site you will have access to the videos for as long as you have an account on our site. 

This has not always been our policy. When we first started, we adopted the policies of other popular companies. If you see that a course has expired or has been canceled please contact us and we can re-enroll you.

Unfortunately we are not allowed to have video controls on our courses due to state regulations. There are a few workarounds for this though.

In the lower right corner of the video, you can open the transcript of the video. This will give you a written account of what was said. (These are computer-generated, so there may be a few mistakes in the text, but it should be good enough so that you know what was said).

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.