General Questions 

HOW DO I ACCESS THE INNOVATIONS SESSIONS?
You will be able to access all of the sessions under the “All Sessions” tab. 
AM I ABLE TO SEE THE SCHEDULE LISTED IN MY TIME ZONE? 
In the Innovations Attendee Hub, the schedule will recognize the time zone selected on your device and will reflect the session times in that time zone automatically. 
WILL PEOPLE BE ABLE TO SEE/HEAR ME DURING THE PRESENTATIONS? 
You’re welcome to engage and connect with other attendees through the chat and Q&A features, but you will not be able to turn on your microphone during presentations.
HOW DO I FIND THE HANDOUTS?
You will receive an email closer to the conference with a link to the full list of handouts. They will also be accessible within the Mobile App or Innovations Attendee Hub on each workshop’s page.
HOW DO I SUBMIT QUESTIONS FOR THE SPEAKER? 
The Q&A feature will only be available for questions relating to the content. Due to the large volume of attendees, please check to see if someone has already posed the question you want to be answered. If you see questions you like, click the “thumbs up” under the question. Keep in mind that there will be a large attendance and the speaker may only be able to answer a few questions.  Not all sessions will contain Q&A.  
WHAT IF I CAN’T WATCH THE PRESENTATION AT THE SCHEDULED TIME? 
Your registration for Innovations will include access to the recordings for 14 days after the event has ended. You will need to watch the presentations that are being presented live in order to receive live credit.

You can also purchase the Innovations Complete Recording Package for an additional $299.99 to receive unlimited access to the recordings. These recordings will be available about 4-6 weeks after the event. CE hours and approvals on products may differ from live CE approvals. Some credit approvals expire after a period of time and cannot be guaranteed for a lifetime. Since the self-study recordings include the same content as the live event you cannot earn credit on both.  
DO I HAVE TO ADD A PROGRAM TO MY SCHEDULE IN ORDER TO WATCH IT? 
You can attend any presentation that you would like to, even if it hasn’t been added to your schedule prior to the start of the conference. When there are less than 5 minutes before the presentation starts, there will be a “Join session” button below the session title and date that will begin the video. This will automatically add the session to your schedule. You can add a session to your schedule by clicking on the “Add” button next to its title on the “All Sessions” tab if there are more than 5 minutes remaining before the start of the session. You can access your schedule by clicking on the calendar icon in the upper-right corner of the Innovations Attendee Hub and select “View your full schedule” from the drop-down menu.  
WILL I ONLY BE ABLE TO SEE THE RECORDINGS OF THE SESSIONS THAT I HAVE SELECTED FOR MY SCHEDULE? 
You will be able to access the session recordings within the Innovations Attendee Hub regardless of whether they were in your schedule or not. The recordings from the sessions will be available about 1-2 hours after the session has ended, and you will have access to the recordings for 14 days after the event has ended. 
ARE THERE ANY CAPACITY LIMITS ON VIRTUAL WORKSHOPS? 
No, we do not have any capacity limits on our virtual workshops themselves, so everyone who wants to attend a virtual presentation will have access to it.  
HOW CAN I RECEIVE HELP WITH ACCESSING INNOVATIONS INFORMATION? 

Our customer service team is here and happy to help. You can reach us by email at innovations@pesi.com or by phone at 800-844-8260, Monday through Friday from 6:30 am to 6:00 pm Central Time.   

WHAT IS THE CANCELLATION POLICY?

Innovations offer a risk-free cancellation. All cancellation requests will need to be submitted to innovations@pesi.com

Continuing Education 

HOW WILL I RECEIVE MY CONTINUING EDUCATION CREDIT? 

We will email each attendee a link to the evaluation for the live sessions after the event has ended. You will identify any of the live sessions that you watched as they were occurring live, then evaluate the presentations to receive your CE certificate for those sessions.  Click here for more CE details. 

DO I NEED TO ATTEND ALL OF THE LIVE SESSIONS TO GET CE CREDIT?

No, you do not need to attend all of the live sessions in order to earn CE credit for the ones you are able to attend live. You will be able to access your CE certificate after completing the evaluation of the live sessions you attended at the time of the live broadcast.   For questions specific to CE credit, please contact PESI at ceconferences@pesi.com.   

Technical Issues

If you are having trouble loading the video, please ensure your pop-up and/or ad-blocker is turned off during this event.
DO I NEED SPECIAL EQUIPMENT / WHAT ARE THE MINIMUM SPECS NEEDED TO VIEW PROGRAMS?

While viewing programs is compatible with a wide variety of operating systems, browsers, and internet connections, below are some suggestions to better assure compatibility and a better viewing experience. If you are unsure of what browser and/or operating system you are on, you can click on this link (Windows 10 may show as Windows NT 10.0).  

Operating Systems  

Windows  

  • Windows 7, 8, 8.1 & 10 are all supported.  
  • We recommend Windows 8.1 and above for the best compatibility and viewing experience.  

Mac OS  

  • Mac OS X 10.12 (Sierra), Mac OS X 10.11 (El Capitan), Mac OS X 10.10 (Yosemite), Mac OS X 10.9 (Mavericks), Mac OS X 10.8 (Mountain Lion), Mac OS X 10.7 (Lion) & Mac OS X 10.6 (Snow Leopard) are supported.  
  • We recommend Mac OS X 10.9 (Mavericks) and above for the best compatibility and viewing experience.  

Internet Browsers   

We support all major browsers including Google Chrome, Firefox Quantum, Internet Explorer, MS Edge, Safari and Opera  

We recommend the latest versions of Google Chrome and Firefox Quantum for the best viewing experience.  

Internet Connection  

Streaming programs require a minimum of 250Kbit/s of download speed in order to play without issue. Please click on this link to run a speed test to test your current Internet connection. If your speed test results for Download are 0.30Mbps or lower you may want to contact your Internet Service Provider (ISP - such as Comcast, Spectrum, AT&T) to troubleshoot.  

We recommend an internet connection download speed of 1Mbps for the best viewing experience.  

WIRED CONNECTION VS WIFI CONNECTION  

While WiFi routers have come a long way, a wireless connection is susceptible to more connection issues than a wired connection. Distance from the wireless router, walls, and other wireless signals can all impact your connection. If you run into any performance issues in viewing a streaming program, we recommend switching to a wired connection. Please note that you typically will need to disable your wireless connection in order to confirm you are on a wired connection.  

HOW DO I TEST MY CONNECTION PRIOR TO THE EVENT?  

You can complete a connection speed test by clicking here: Speedtest by Ookla - The Global Broadband Speed Test. We recommend a wired internet connection with at least 1Mbps of download speed for the best viewing experience.  

WHAT SHOULD I DO IF I EXPERIENCE TECHNICAL DIFFICULTIES? 

Our first recommendation is to exit the session and rejoin. Here are some ways to troubleshoot technical issues:   

“The video feed is breaking up”:   

  1. Close out of all other applications on your device.   
  1. Move closer to your router.   
  1. If you are on Wi-Fi, connect to your router via ethernet cable.   
  1. Turn off other optional devices using Wi-Fi.   
  1. This is especially important if you are on your personal Wi-Fi and there are other devices in the home streaming videos or games.   
  1. Restart your device.   

“I cannot see the speaker and/or the screen they are sharing”:   

  1. Exit the session and rejoin.   
  1. Use a laptop or desktop computer for the best viewing experience.   

"Why isn't my video working?"  

  1. Refresh the page, and rejoin the session  
  1. Log out and log back in - starting with a fresh login to the attendee hub may correct the issue  
  1. In the top right of the hub, click the circle with your initials then click Log out  
  1. Log in again and rejoin the session  
  1. Try a different internet browser, and log in again and rejoin the session  
  1. Disconnect from VPN if you are connected to your organizations VPN as it may limit access to some websites  
  1. If you try the above solutions and it does not resolve the issue, you will need to work with your IT department to whitelist the Cvent Video Player domains.  
  1. Send them this page: https://support.cvent.com/apex/CommunityArticle?id=000100272  

If you are still experiencing technical issues, our customer service team is here and happy to help. You can reach us by email at Innovations@psychnetworker.org or by phone at 800-844-8260, Monday through Friday from 6:30 am to 6:00 pm Central Time.   

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