FREQUENTLY ASKED QUESTIONS

Getting Started
How do I sign-in/login?
  1. Click on the “Sign in” link in the top right corner of the browser.
  2. Enter your email address and password to login.
I forgot my password.  How do I retrieve it?

There is a link on all sign-in forms to help you recover your password.

  1. Choose "Sign In" in the top right corner of the browser
  2. Click the "forgot password?" button
  3. Follow the on-screen instructions

You will then receive an email with further instructions to reset your password.

How do I change my password?

From your dashboard (once you're signed in), click to expand the droplist in the upper right corner next to your name. 

  1. Click on Account and you'll be taken to an account management page.
  2. Use the Click Here to Change Your Password button
  3. Enter your current password
  4. Enter/confirm your new password
  5. Click Change Password
How do I access my course(s)?

If you are not logged in, click “Sign In” from the top right of your browser.

  1. Once you login you will be redirected to your dashboard
  2. From here you will see a list of courses you have access to.
  3. You can start a new course or resume a course you have already started.

Course Access                                                                                             
Is internet access required?Yes, an internet connection is required to log in and view your online course. All courses offer a range of multimedia features, and we recommend that you have a good broadband or network connection for the optimal experience.       
Can I take the courses on my iPad or tablet?Our academy was built to work on all iPads and tablets. Layouts, scrolling or displays may vary depending on the device you have.

Some of our courses include a virtual lab classroom for hands-on exercises; viewing these courses via an iPad or tablet may not provide an optimal learning experience.
Can I take the courses on my smartphone?Our academy was built to work on all iPads and tablets. Layouts, scrolling or displays may vary depending on the device you have.

Some of our courses include a virtual lab classroom for hands-on exercises; viewing these courses via an iPad or tablet may not provide an optimal learning experience.
Which browsers are supported?Web Browsers

We support the current and the previous major release of Chrome, Firefox, Safari, and Microsoft browsers. This includes Microsoft Edge. Each time a new browser version is released, we begin supporting that version and stop supporting the third most recent version.

Mobile Browsers

  • Current and previous Android versions
  • Current and previous iOS versions

Course Information
Do I have to be online at a specific time?

If you are enrolled in a Virtual Instructor Led Course, there is a scheduled time the course meets.

All other content is available around the clock, which means that you can sign in at any time, day or night, and take your course.

How do I access or download course materials?Some courses include a Resources > Files utility within the left sidebar of the course that includes downloadable files. This is where you can access and download any documents made available.
How do I navigate inside the course?

There are two forms of navigation in each course:

  1. Lessons: Every course has a menu/utility bar situated to the left of the content area. Click it to hide or expand the course content and utilities. In the content area, you can navigate to parts of the course and can view your progress.
  2. Next and previous buttons: Each course has “Next” and “Previous” buttons situated just above the content area. Each button will allow you to move forward and backward through the course pages.
Can I take notes in my course?There is a "Notes" utility available in every course, which can be found in the left menu of the course. You are free to save notes along the way which you can access for as long as you have access to the course.

These notes can also be printed.
What are the requirements for Certification?To receive Charles River IMS Certification in a course requires:
  1. Completion of all course contents
  2. A grade of 80% or higher on the Certification exam


What is a Personal Virtual Environment? 

A Personal Virtual Environment is the way Charles River is able to deliver a unique, hands-on learning experience using the Charles River IMS.


How long will I have access to the hands-on Personal Virtual Environment?

If your course includes a Personal Virtual Environment, you will have access to this hands-on learning environment for 21 days from the start of each course.

Registration & Payments
How do I register for a course?Within every "Course Detail" page there is a Register button.  Click this button and fill out the form with the required information.  You will receive an enrollment confirmation via email once your registration has been processed.
How do I pay for a course?Academy courses can be paid for in two ways.
  1. Invoiced to a client firm directly upon enrollment
  2. Use of discretionary hours

If you have more questions for billing please contact us via email at academy@crd.com

How do I cancel a course?Please contact academy@crd.com for more information about canceling a course.

Technical Troubleshooting


Access to my Personal Virtual environment has expired, what do I do now?

After 21 days of beginning the course, access to your Personal Virtual environment will expire.  Although you will no longer have access to this hands-on environment, you will still have access to all course content, videos, materials, etc. for the duration of your CRD Academy license terms.
Troubleshooting audio issuesWe recommend when having problems with audio to:

1. Check your internet connection
2. Reset your internet connection if necessary
3. Clear your cache
4. Update your browser
5. Try a different supported browser
6. Check your speaker/headphone connection and your audio system preferences.
Troubleshooting video issues

We recommend when having problems viewing a video to:

1. Check your internet connection
2. Reset your internet connection if necessary
3. Clear your cache
4. Update your browser
5. Try a different supported browser

More info here: https://wistia.com/support/embed-and-share/playback-troubleshooting


Still have questions?

Contact Us