Frequently Asked Questions


General Troubleshooting Tips
MAC Troubleshooting Tips
Why do I need to log in/what does my username and password mean to me
What are the different areas of the Professional Education Center
How to use the Professional Education Center
How to register for an offering
How do I claim my certificate for CME/CE using an authorization code
How do I claim my certificate (CME/CE/Attendance)
How do I update the information on my certificate
How do I print my CME/CE certificates
What are vouchers and how do I use them
NIH Stroke Scale Course Tips
Spotlight Series Information
E-Commerce
How do I get help
Important Information

General Troubleshooting Tips:


What browser should I use?

You must use the browser Internet Explorer (IE) to claim and print certificates on our site. Firefox or Netscape will not allow printing. You cannot be inside AOL and work on our web site, so open an Internet Explorer Window outside of AOL as their security is too high. There should be an Internet Explorer link on your desktop or you can go to the start button at bottom left of your screen and then select Programs to find it.



What are your website requirements?

The website requires a user to have Internet Explorer, Windows Media, and Active X settings. The end user should have a DSL or Cable connection for most of our online courses. Some courses may require Java.



I am unable to submit my answers to the survey questions or claim my certificate.

If you are running a Macintosh Operating System with Internet Explorer 5.2 as your browser, you might experience technical issues when you submit your survey responses. Please refer to the questions above regarding website requirements.



I click on a link and nothing happens. How can I access these sections?

There may be occasions when you click on a link inside the Professional Education Center and nothing seems to happen. The issue may be related to the pop-up blocker installed on your computer. In order to get around this issue, hold the Ctrl key when you click on the link. The Ctrl key will disable your pop-up blocker for this one instance and the window should appear. Instead of disabling your pop-up blocker permanently, just hold the Ctrl key each time a window does not appear for you.



What do I do if I get a "you are already logged in message"?

If you get a message stating that "you are already logged in" click on the HOME button on the top of the web page, not the browser home button. Then click on the Professional Education Center Banner under the sign in box and it will take you back to My Current Enrollments.



What do I do if I get a message that reads "too many login attempts, please click forgotten your username or password" and my new password won’t work?

After receiving the email with your new password, you will need to close the current browser you are working in and open a new one. You may need to wait approximately 10-15 minutes before attempting to log in again.



What do I do if I get an error message on my PC (Windows Computer)?

If you are getting a page error message trying to login or launch a page, it is usually just your browser trying to connect to our site.  Try doing this suggestion:  It often helps to delete your Temporary Internet Files, history and Cookies.  Under Tools on the browser menu go to Internet Options and under the General Tab under Browsing History, click Delete and then delete temporary internet files, history and cookies. 

 

place holderWhat do I do if I have an issue playing the NIHSS videos on the PC?

    1. If the NIHSS videos don’t play on your PC, you may not have the correct Media player.  You can check this by going to Start, then Control Panel, then Add or Remove Programs and look for Media Player 11.  If you have Windows Vista or Windows 7 you may search for instructions online to find out what media player you have.  Media Player 11 can be downloaded for free from Microsoft’s web site. 
    2. Windows 7 comes with media player 12.  If you have installed some other media player software it may be keeping Windows Media Player from working correctly or if you are on a "company" computer that does not allow media player call your IT department (some companies do not like employees to watch movies).  If the computer is a personal computer, then the user can go to http://support.microsoft.com/fixit/ and select Windows Media Player.
    3. If the videos have been playing and then stop, this is an issue with your computer.  It can be issues with your browser or security.  See the warning message below about what browser to use. 
  1. You must use the browser Internet Explorer (IE) on a PC.  See note about Mac*.
  2. It often helps to clean out your Temporary Internet Cookies and Files.  With Internet Explorer, under Tools on the browser menu go to Internet Options and then delete cookies and files. Also make sure Pop Up Blocker is turned off.
  3. Try logging out and back in.
  4. Restart your computer


MAC Troubleshooting Tips:


I am unable to submit my answers to the survey questions or claim my certificate.

If you are running a Macintosh Operating System with Internet Explorer 5.2 as your browser, you might experience technical issues when you submit your survey responses. In order to submit your survey, you can complete either of the following 2 options:

 

Place holderWhat does my MAC need in order to complete the NIHSS?

http://www.microsoft.com/download/en/details.aspx?id=9442 (if link not working copy and paste into browser address) or go to Microsoft’s web site www.microsoft.com and click on Downloads, then select Windows Media Player Downloads then search for the Flip4Mac plug-in for your QuickTime program to run the NIH Stroke Scale Videos. 
If having issues with plug in then if using Firefox, change to Safari.  I'm very sorry, but if this doesn't work for your Mac then using a PC would be the only other option. 



Why do I need to log in/what does my username and password mean to me:


Why do I have to log in to enroll in an offering?

You must log in to the my.americanheart.org portal in order for the Professional Education Center to assign the appropriate certificates or price that are based on a combination of your profile values. This also allows American Heart to maintain your transcript for your future reference.


What are the different areas of the Professional Education Center:


What is the Professional Education Center?

It is a learning management system that allows you to access many of the association's current educational offerings:


After attending or completing an educational offering you may claim your continuing education credit hours and print a CME/CE Certificate. The Professional Education Center will track your participation and you may return any time to view your transcript or reprint a certificate.

What is My Current Enrollments?

My Current Enrollments on the left menu displays a list of offerings in which you are currently enrolled. Select any of these offerings to see course material or to work through the activities associated with the offering.

What is the Catalog of Offerings?

Before you enroll in an online course or register to attend a live event, you can view the list of available offerings and review general information.

To browse through the available offerings:

  1. Click "Catalog of Offerings" on the left menu. The Catalog page appears. This page lists the types of offerings that are available.
  2. Navigate through the catalog to locate the specific educational offering you are interested in.
  3. Click the offering "more info" link to display additional information such as learning objectives, amount of continuing education credit available, and logistical information.
  4. Click the "Enroll" link to begin a course or register for a live event.

What is the Advanced Search?

Advanced Search enables you to find educational offerings based on a number of different search criteria.

To search for an offering:

  1. Click "Advanced Search" on the left menu. A Search page appears. You can search for courses based on Title, Description, Location, Keywords, Format and Credit Type. You can use partial names in the search. For example, enter cardio in the search field to locate all course titles that include cardio, such as Cardiovascular, Cardiology, and so on.
  2. When you finish entering search criteria, click Search. A list of offerings and schedule appears that match the search criteria you specified.

What is My Transcript?

When you complete an offering, it will be automatically added to your transcript. After you have claimed a continuing education certificate, your transcript will be automatically updated with the claimed CME/CE credits.

 

How to use the Professional Education Center:


How do I download Course Materials?

Step 1 - From your My Current Enrollments screen, click Select in the Select Offering column on the desired offering.

Step 2 – Course information, details and activities within the offering will appear.

Step 3 – If there are materials available for download, a table titled "Reference Material Available for Download" will be visible below your Activities. The title of the associated reference material will be listed along with the format of the content (for example, Word).

Step 4 – In the Download column, click on the Download logo.

Step 5 – You will be asked to Open or Save the reference material. If you click Open, the material will open for you automatically. If you click Save, you will be asked to specify a location to save it. Once you specify the location, click Save. Once the materials have been downloaded to your computer, click Open to open the materials or Close to close the window and reference the materials later.

Step 6 – After you have opened or saved the material(s), click on the Close Window button to return to the offering.

 

How to register for an offering:


I have enrolled in an offering, now what do I do?

From your My Current Enrollments screen, select the offering. A screen will open displaying the elements of the course. Select an element to view the content or complete an activity.

How is the registration fee determined for each offering?

If pricing discounts apply for specific offerings, your registration fee is determined by a combination of your my.americanheart.org portal profile values. The pricing discounts can be determined by a combination of your professional membership level and membership status, your classification and secondary classification and/or your Customer Segment (for non-members). If you qualify for multiple pricing discounts, you will be given the lowest possible price. Examples of registration fee reductions include Early Career or Student discounts or discounts for Nurses and EMT/Paramedics.

place holderWhat does duplicate enrollment mean?

A duplicate enrollment means that you have already enrolled in the event. If you get this message while trying to enroll you should find this enrollment under your Current Enrollment tab.

How do I claim/print my certificate for CME/CE using an authorization code:

 

How do I claim/print my certificate using an authorization code?

  1. Go to http://learn.heart.org
  2. Sign in with your username and password
    1. If you have an existing account on our Professional site (i.e. you registered online), please enter that username and password.
    2. If you do not have an existing account with us, please create one on http://learn.heart.org
    3. If you do not remember your username and password, please click the “Forgot Username/password link on the log in page. Enter your first name, last name and email address in the spaces provided and your account information will be emailed to you. You may also call 1-888-242-2453 (between the hours of 8AM-5PM Central Standard Time) for assistance
  3. Find the course under Delivery method/Conferences, Workshops, and Symposia or find AHA conference courses under “Popular Courses” on the learn.heart.org page
  4. Select to enroll
  5. You will be prompted to put in the case sensitive authorization code (this code will be located on a ticket provided with your badge).
  6. Click “Register Now”
  7. A window will open that will alert you there is no charge, click “close window”
  8. Click on “My Courses” tab found on the left of the screen
  9. Click “Launch”
  10. Click each one of the Activity /Elements selecting “Return to Course Outline” after each
  11. Click on the “Evaluation Survey” link and submit your answers
  12. Click “Claim CME/CE Credit or Certificate of Completion/ Attendance”
  13. Select the type of certificate you need from the drop-down menu
  14. Enter your time spent at the conference if less than the pre populated hours, and click “Claim/Print”
  15. Your course will be moved to “My Transcript” and will remain there for future reference
  16. For assistance please call 1-888-242-2453 (Between the hours of 8AM-5PM Central Standard Time)



How do I claim and print certificates?

For any offering that has been completed satisfactorily a link is available to initiate the certificate interface.

This interface was designed to enable you to print certificates associated with your educational activities. Please review the instructions and information below prior to claiming your certificate.

Step 1 - Click on the drop down field "Select Certificate" to choose which type of certificate you want to print. After you select the certificate – you will be taken to a preview screen for that certificate.

Step 2 - In the field marked "Hours" enter the actual amount of time you spent in the educational activity. Please enter the time to the closest 15-minute increment.

For example:


Step 3 - Click the "Update Button". The certificate screen will refresh and as applicable will reflect the calculated CME/CE credit hours awarded based upon the time claimed.

Step 4 - Click the "Claim and Print Certificate" Button. You will then need to click the print button on your computer when prompted.

Please note:

Once you claim and print your certificate you will not be able to modify the amount of time you have claimed in the Hours field. You will be able to reprint your certificate as many times as you like, but you will not be able to claim any additional CME/CE credit time.

Step 5 - When you are finished printing your certificate, you can exit this interface system by closing the browser window. You will still be signed-in to the American Heart Association website. If you want to print a different certificate, simply select it from the "Select Certificate" drop down window.

If you have questions about any individual certificate, click the Help link at the top of the page. Additional information about each certificate type is available.

When I attempt to claim my CME/CE, why does the system not open my certificate screen?

Your browser may be blocking the popup. Hold down your Ctrl key while clicking on the hyperlink "Claim CME/CE". The Ctrl key temporarily disables all pop-up blockers.

Why am I not seeing the certificates that I need?

The certificates available to you depend upon the Classification and Secondary Classification that you specify in your my.americanheart.org portal profile. For example, if you need a nursing continuing education certificate, your registration profile must reflect "Nurse" in one of the classification fields.

Step 1 - Log in to the my.americanheart.org portal and click on Member Summary. Step 2 - Next, click on Edit Membership Benefits.

Step 3 - Update your Classification and Secondary Classification values and update any other information necessary.

Step 4 – Click Save.

Step 5 – Return to the offering within the Professional Education Center. Your certificate should now reflect the updated information.

Which certificate do I claim?

Your certificate will depend on your classification. The most common certificates claimed are the following:


If your classification is not any of the above please contact our customer support at 1-888-242-2453 or learn@heart.org.

How do I update my information:


I have updated all my information in the my.americanheart.org portal, and I am still not seeing my correct information (for example, my name or degrees on my certificate), correct certificates or the correct price in the Professional Education Center.

Step 1 – You need to log in to the my.americanheart.org portal and make sure that all your profile information is up to date.

Step 2 – Click on Edit Membership Benefits.

Step 3 – Update any information necessary.

Step 4 – Click Save.

Step 5 – Return to the offering within the Professional Education Center. Your certificate should now reflect the updated information.

place holderWhy is my information not showing up correctly on my certificate?

Step 1 – You need to log in to the my.americanheart.org portal and make sure that all your profile information is up to date.

Step 2 – Click on Edit Membership Benefits.

Step 3 – Update any information necessary (including Name, Lineage and Degrees).

Step 4 – Click Save.

Step 5 – Return to the offering within the Professional Education Center. Your certificate should now reflect the updated information.

 

What do I do if my profile information is confusing, not correct or doesn't reflect the changes in Professional Education Center or My American Heart Association Account?

 

  1. For MY American Heart Association Account:
    To update profile or change your username or password, go to www.my.americanheart.org and Click Sign In on upper right corner of page.  You will see Welcome and your first name.  Click on your name and you will see a short profile box and you see Profile Update | Membership Summary.  At the bottom are links to take you to other sites using this log in like conference registrations or Professional Education Center for CME or to register for local workshops, etc. 
    1.  

  2. For Professional Education Center account:
    To update profile or change your username or password go to www.learn.heart.org and Click Sign In on gray bar to right corner of page or My Courses on left menu.  You will see Welcome and your name on the gray bar.  Click on your name to open your profile so you may update information or change your username or password.

    Please note that – Pricing for some conferences feed off your profile information so it’s important to keep your profile to date

 

How do I print my CME/CE certificate:

 

Place holder How to print CME/CE certificates?


Warning! You must use the browser Internet Explorer (IE) on a PC on the AHA web sites for programs to properly work and to claim and print certificates.  Other browsers like Yahoo, Firefox, AOL, Netscape, Google Chrome, etc., will not print from the site and may not allow other functions to work properly.  There should be an IE link on your desktop or go to the Start button at bottom left of screen and then All Programs to find it.  It often helps to turn off Pop up Blockers and delete your Temporary Internet Files, history and Cookies.  Under Tools on the browser menu check Pop up Blocker status and then go to Internet Options to delete temporary internet files, history and cookies. 

  1. Go to http://learn.heart.org and log in with your AHA username/password.
  2. The “My Courses” screen will display for you automatically.
  3. The conference will be listed in your “My courses”, click on launch.
  4. Click links given in order thru the evaluation thenclick on the Claim CME/CE credit link.
  5. Click on Select Certificate at the top of the Instruction Box and select the proper Certificate. The Certificate of Completion (shows no hours).  CE/CME Certificates are AMA PRA for Physicians, (AACN <2010) or (ANCC >2009) for Nurses*, ACPE for Pharmacists and Attendance for other disciplines. 
  6. Hours are fixed or default to maximum for multiday conferences and may be changed if attendance was less than the full conference.  See instructions given before claiming certificate. 
  7. Claim and print your certificate.
  8. At this point, your course is moved to “My Transcript” and will remain there for future reference.

 

How do I print my certificate for completed courses from My Transcript?


  1. Go to http://learn.heart.org and log in with your AHA username/password.
  2. Your course or meeting is now under “My Transcript” after log in and will remain there for future reference.
  3. Click on Completed Satisfactorily to the right of the course name.
  4. Click on Select Certificate at the top of the Instruction Box and select the proper Certificate. The Certificate of Completion (shows no hours).  CE/CME Certificates are AMA PRA for Physicians, (AACN <2010) or (ANCC >2009) for Nurses*, ACPE for Pharmacists and Attendance for other disciplines. 
  5. Then click Claim and Print in the upper right of the box.  If message says already claimed just click OK and continue.
  6. Hours are fixed on all certificates except multi-day conferences where hours may be lowered as default is for maximum hours.


How to I reprint my certificate?

On the My Transcript screen, click on the "Completed Satisfactorily" link in the Final Results column. The Select Certificate screen will appear and allow you to select which certificate you wish to reprint.



On my transcript, why does "Completed Unsatisfactorily" appear in within an offering and what do I need to do to fix this?

Completed Unsatisfactorily will appear on your Transcript if on you did not pass meet the minimum requirements for completion within the offering. You may continue with any of the activities or steps within the offering or re-take a learning assessment test to change this status.

 

What are vouchers and how do I use them:


What is a voucher?

A voucher is a registration code or set of codes that allow a user to purchase bulk enrollments. For example, if a hospital team wants to purchase enough registrations for the entire team they can select the offering for hospital team/voucher purchase and select the amount of vouchers he/she wishes to purchase. This does not complete the registration process. An email is then sent to the individual with the registration codes listed. These codes must be distributed to the team member and each team member must log in or create an account and enroll in the desired course. Each member will then use the registration/voucher code as their method of payment.

 

NIH Stroke Scale Course

 

What is the difference between the NIHSS Course's mobile and computer version?

The mobile version of the NIHSS is the same content as the computer version. The NIHSS Mobile Course is only available for those 1st time users who have NOT ever enrolled in the NIHSS course. The NIHSS Computer Course also available to 1st time users; but if you have already taken a section of the NIHSS (example: Test Group A, etc) on either the Professional Education Center or Training Campus, you must finish the remainder of the NIHSS on the computer course. Learn more

 

place holderWhy is there a fee to complete the NIH Stroke Scale course?


To support the enhancement of current education offerings and the development of new programs as well as the systems that support these programs.

There will not be a fee for those already registered in a current test group.  Once you’re eligible to continue to the next test group, you will then be charged the fee. 

  

place holderCan I pay by check?

No.  At this time, we only allow credit card transactions.

 

 

place holderWhy is it free for members to take courses on the PEC website?

It is a benefit of becoming a member of the AHA Professional Membership.

 


place holderDoes a team voucher exist for the NIH Stroke Scale?


At this time, we do not currently have a voucher in place for this particular course.  Each person will need to individually enroll for each of the test groups offered.

 

Why is there a need for a "grace period" between each NIHSS test groups?

The "grace period" is recommended so that adequate practice of the Stroke scale is administered and is deemed appropriate.


What is the time period recommended between each NIHSS test group?

After passing Test Group A, you should wait at least 6 months before taking Test Group B.

After passing Test Group B, you should wait at least 12 months before taking Test Group C.

Each additional module thereafter will follow the same 12 month interval.


For more information on the NIHSS please click on the "More Info" link prior to enrolling in the course located in the Catalog of Offerings.

 

place holderIf I took one of the test groups on another website, will I be able to continue on the Professional Education Center (PEC)?

No.  You will have to start with test group A in the Professional Education Center, due to the prerequisite requirement(s).



How much bandwidth would one user take up while doing the NIHSS on our website?

The bandwidth while watching one video in the NIHSS course is less than 230Kbps.


Spotlight Series


How do I get more information on the Spotlight Series?

To get more information on the spotlight series please go to www.spotlight.heart.org.

E-Commerce:


What do I do if I get a duplicate charge on my credit card?

Please contact the affiliate staff in support of the event you are attending in order to start the process of reimbursement if applicable.

 

What do I do if I have issues entering my credit card info?

Please contact our help desk at 1-888-242-2453 or through email at learn@heart.org.

 

place holderWhy is there a charge for some and not all courses?

The fee supports the hardware, software and development costs for current and future education programs; especially those not supported through traditional commercial support grants structures.  As grant dollars diminish, the need for solid evidence based education, like that of the AHA, does not diminish. The support though education fees allow us to develop the courses that are in need and not just what the commercial industry is funding.

 

 

How do I get help:


I am having technical difficulties, how do I get help?

If you are having difficulty with this system, please contact the American Heart Association help desk at 1-888-242-2453 or through email at learn@heart.org.

 

Who can help me if I have questions regarding the 2010 Science Instructor update?

The ECC Customer Support Team will be providing additional support starting Tuesday, January 18th regarding these recertifications.  You can reach them at 877-242-4277, option 4 or email or ahainstructornetwork@heart.org.