ALERT! In response to the COVID-19 Pandemic, CMS has released COVID-19 Focused Survey Protocol Training for Long Term Care and Non-Long Term Care.
Surveyors must be logged in to receive credit for completion. Public learners can access COVID-19 training via direct links below:

Long Term Care | Non-Long Term Care

Video Support

Frequently asked questions:


Finding a video

All video courses are located in the "Webcasts" section of the website. In addition to all of the archived videos, this section will also list any upcoming videos that will be presented. Once a date and time has been selected for an upcoming video, it is possible to pre-register for the event. Videos on the Webcasts page are ordered by broadcast date so that the most recent broadcasts are at the top of the list. It is possible to filter the list by year using the "Filter By: Date" box on the left of the page.


Registering for a video

Surveyors must be registered for the video course In order to receive credit for watching it. To register for a video course, click the name of the video on the "Webcasts" page and click the "Register for this course" link on the Video Information page. You will also receive an email indicating that you have registered for the video course.


Viewing a video

Video courses are viewed by clicking the desired video format on the "Video Information" page. To access the Video Information, click the video name on the "Webcasts" page. The "Video Information" page will display a description of the video, list any supplemental materials for the video, contain buttons to watch the video, and list the required evaluations needed in order to receive credit for watching the video.


Selecting the correct media format

The video option that works best for you is largely dependent upon your available bandwidth and individual computer setup. The following guidelines are provided, but you may wish to experiment prior to a live broadcast using the existing archive broadcasts to see which option works best for you.

  • Windows Media Player (High)—If you have a high bandwidth connection (cable, corporate T1, etc.) then this option will provide you with the best quality. You must have Windows Media Player installed in order to use this option (if you are using a PC you probably already have Windows Media Player installed).
  • Windows Media Player (Low)—If you are accessing the content through a dialup modem you should use this option. You must have Windows Media Player installed in order to use this option (if you are using a PC you probably already have Windows Media Player installed).
  • HTML5 / Mobile Support—If you are accessing the content through a mobile device or some other device that cannot play Windows Media files, you may wish to try this option. This option may also be the best option for users of recent versions of Google Chrome, Mozilla Firefox, or Apple Safari. Currently, this option is only available on the most recent videos. You must have a HTML5 compliant browser to use this option. It is recommended that you use a Wi-Fi connection if accessing the videos using a mobile device as the video file sizes tend to be quite large.

Common video playback issues (firewall, CODECS, etc.)

Firewall Issues

If you are unable to access the video due to your location's firewall settings, you may want to try using the HTTP bypass option on the bottom of the video player page. Signs a firewall may be blocking the streaming content include:

  • The Media Player control appears on the page, but the status bar at the bottom of the control simply says "Ready."
  • A dialog box appears asking you if you wish to save the selected file.
  • You receive an error message stating that Media Player could not connect to the server.

Your IT department will typically need to open the required ports in order for you to watch videos if they are being blocked by the firewall. The ports used by the audio/video streaming protocols are:

  • MMS port 1755 TCP inbound and outbound
  • MMS port 1755 UDP send and receive
  • RTSP port 554 TCP inbound and outbound

ActiveX Control Issues

Some browser versions will request permission before allowing the embedded Windows Media Player control from appearing on the page. For example, Internet Explorer will display a yellow bar at the top of the content area informing you that the ActiveX control has been blocked. You must click on the yellow bar and select "Allow Blocked Content" in order for Windows Media Player to appear. Users of Chrome, Firefox, and Safari may need to install a third-party plugin to view Windows Media files in these browsers.

Audio or Video Does Not Appear

Cases where you have audio but no video or video but no audio are typically caused by missing or incorrectly installed CODECs. A "Coder-Decoder," a CODEC tells the media player how to convert the audio/video stream so that it can be heard and watched. As the video uses one CODEC and the audio uses another, if only one of them is not available, either the audio or the video will not play back correctly. It is recommended that you always have the most recent version of Windows Media Player installed. At minimum, Windows Media Player 9 should be installed with any recent updates available for that version. Windows NT does not support Windows Media Player 9, so users of Windows NT will not be able to watch any videos.

Note that a loss of video can also be caused by limited bandwidth. If the streaming service detects that there is not enough bandwidth at your location, it may try to drop frames of the video in order to maintain the video speed. If this is causing too many frames to be dropped, the video may appear to freeze or disappear completely. You may want to stop the video and verify that other services that use bandwidth are not operating in the background, such as Windows OS or other software updates, before restarting the video.

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