California Department of Social Services
In Partnership With
CPS Human Resources

Frequently Asked Questions

I am unable to register. What should I do?
Check to see if you left any fields on the registration page blank.  All fields on the registration page are required and must be completed.
Why won't the system take my credit card payment?

Are you using a Visa or MasterCard?  The system only accepts these two forms of payment.

If you are using a Visa or MasterCard, please check the expiration date and make sure to type in the correct number.  If that still does not work, please try a different card.

My credit card was charged twice.  What should I do?
Please contact the CCL Online Orientation Help Desk by clicking on the Contact link next to Help at the top of the screen.
I cannot log into the system.  What should I do?
Please make sure you are entering the correct user name and password.
I clicked one of the links and came back to the presentation, but it is not playing?
The system will automatically pause the presentation when you click on one of the links.  To restart the presentation, press the play button on the lower left side of the screen.  You can also close the module window and then restart the modules from the beginning.
Why can't I fast forward the orientation?

There is no feature to allow you to fast forward through a module.  You must listen and watch each module in the given order the first time around.  Once you have completed any module section you can go back and review it at any time.

If you have not already completed the module that directly precedes the module you are trying to watch, then the system will not let you view it until you do so. 

Why can't I see and print my certificate?

You must complete the entire orientation to view and print your certificate.  Please make sure that you have a green check mark after each module to verify completion.  If you do not have a green check mark after each module, please go back and complete the unfinished modules.  Once the entire orientation has been completed, your certificate will be available under My Certificates on the menu bar. 

You will need Adobe Acrobat Reader to view and print your certificate.  You can download a free copy at

It is taking a long time for the links to appear.  Is there a way to speed things up?
If you click on a link and it takes a long time to open up the page or resource, try reloading or refreshing the page.  If that does not work, then log out and close your browser (i.e. Internet Explorer, Firefox, Chrome, etc.).  Then reopen your browser or try a different browser and log back into the system.
The Online Orientation logged me off.  Why did it do that?
If you remain inactive in the system for 10 minutes or more, the system may log you off.  All you need to do is go back to the main page and log in again.

Where can I view and print out resources and forms referenced in the training course if I missed them while viewing the course?

The references and forms are available in the upper right hand corner of the screen once you are logged in.  You can access them by clicking on the Resource link and a list will appear for you to select from.