Technical Support and Troubleshooting

What are the minimum technical requirements for accessing the CE Online session site?
The FINRA CE Online System™ requires Adobe Flash, version 10.1 or higher, to be installed and enabled on your computer. If your computer does not have the correct version of Adobe Flash, the FINRA CE Online System™ will provide a link to the Adobe Flash website for instruction on updating/installing the current version. Please note that your firm may require approval to install or update the software on your computer.  
What Internet browsers are supported?
The FINRA CE Online System™ supports:
  • Internet Explorer: Version 9 or higher
  • Mozilla Firefox: Version 20 or higher
  • Google Chrome: Version 33 or higher
  • Safari: Version 5 or higher (Macs only)
The system does not support any other browsers (e.g., Opera). Once you click on the link to open your CE Online session, the system will verify that you are running a supported browser and version. If you are using an unsupported browser, the system will provide links to the supported browser websites for directions on how to update/install their products.
What type of Internet connection do I need to access the CE Online session?
A high speed Internet connection is required. A dial-up Internet connection will not be supported.
Can I use my tablet computer or mobile devices to complete the session?
No, tablet computers and mobile devices are not currently supported. However, we plan to support these devices in future releases.
What is the minimum screen resolution size requirement?
The recommended resolution is 1024 x 768.
Are there any IP restrictions? Can multiple devices be used per session?
You cannot access the CE Online Program using multiple computers simultaneously. You may switch between computers and browsers at any time, but only a single device can be active at any given time.
What if my system is not compatible with the required software?
Please contact your firm’s technical support team to ensure that you have the software needed.
What should I do if my browser is preventing Adobe Flash from running on the website?
The FINRA CE Online System™ requires Adobe Flash, version 10.1 or higher, to be installed and enabled on your computer. If you receive notification that your browser has prevented the outdated Adobe Flash plugin from running on your computer, select “Allow” in the initial pop-up and then select “Allow and Remember” in the next pop-up notification. Once you have activated Adobe Flash, you should be able to continue with your session.
Why does FINRA lock an account after three unsuccessful tries?
As part of security protocols, FINRA limits the number of unsuccessful attempts at participant ID verification for the CE Online Program in order to protect both the participant and the information contained in the Program. After three consecutive unsuccessful ID verification attempts, the individual’s account will be locked, and the participant will need to wait 30 minutes to log back into the system. If you continue having problems logging back into the system after the 30-minute wait, please call the CE Online Support Team at (240) 386-4321.
What should I do if I get a "Multiple Active Sessions" or "Multiple Sessions Detected" message?
These messages indicate that you have an active user session open on more than one computer or more than one browser window open on the same computer. You can only have one active session at a time. In order to proceed with the remainder of the CE Online session, log out of one of the active sessions and resume the Regulatory Element in the other active session. CE sessions will time out after 30 minutes of inactivity, at which point you will be required to log in again to continue with your session.
What should I do if I get a "System Error" message? 
A "System Error" message indicates that something unexpected has happened during your CE Online session. Please verify that you have Internet access, and then close your browser. Next, restart your browser and log back into your session. If the error persists, please contact the CE Online Support Team at (240) 386-4321.
What should I do if I get a "System Is Currently Unavailable" message?
A "System Is Currently Unavailable" message indicates scheduled downtime for system maintenance. FINRA suggests that you try again at a later time. Please restart your browser and then log back into your session. If the error persists, please contact the CE Online Support Team at (240) 386-4321.
Is there an online help function?
During your CE Online session, you will have the ability to access a Help menu and submit your issue for resolution to the CE Online Support Team. At any stage during your session, click on the Issue Submission link inside of the Help menu and enter all of the required fields. The information you provided prior to logging onto your session will automatically populate in the appropriate fields. Please include a business email address and phone number where you can be reached. From the drop-down menu, please select the incident type (technical, content or other) and describe your issue in detail.
What are the hours of operation for the CE Online Support Team?
The CE Online Support Team will be available at (240) 386-4321 during core business hours, Monday through Friday from 8:00 a.m. to 8:00 p.m. EST. A Help menu is available throughout your CE Online session, where an issue can be submitted to the CE Online Support Team.
What if my question is not addressed or answered here?
General information about the CE Online Program will be available at www.finra.org/industry/continuing-education and www.cecouncil.com, or you may call the CE Online Support Team at (240) 386-4321 if you have any additional questions.