Frequently Asked Questions – Online University

Frequently Asked Questions for our Online University

Technical Difficulties

Why is the video presentation stopping in the middle of the video?

The video stopping without loading fully is likely rooted in a connection issue. To troubleshoot this, first, we recommend that you use Chrome or Firefox browsers for optimal performance. If you’re using those, please refresh the page to see if that helps. If not, you may need to restart your computer or your internet connection.

What does the due date indicate under my class status?

This date indicates the day your classes will expire. If you require a class extension, click here to purchase an extension.

I am receiving a message- 'You do not have access to these courses'

This message usually indicates your courses have expired or you’re using the wrong email.

If you purchased your courses over a year ago: Your courses are in your student center for one year after the purchase date. If you bought your courses over a year ago, please go to our online store by clicking here to purchase an extension.

If you recently purchased your course or a course extension: Verify that the email you used is the same as your existing account. If it isn’t email us at so we can connect your purchase to the correct account.

I am receiving a message- 'Your email is not associated with an account' - even though I paid for these courses.

This could be that you’re trying to access an account with an email that is different than what you use to place your purchase. If you used a different email than an existing account, contact us at to have your accounts synced.

If you’re using the app: You may be trying to login to the CDCES Coach App on your phone instead of logging into the online university itself. You can access the online university in the app, but to do so you have to register for an account in the app first (this is free). After you register your email and password on the CDCES Coach App, then you can click the Online University button in the app and log in. The app’s online university mirrors the one you see in your computer’s browser for ease of navigation.

Who do I call if I am having technical difficulties with my student center?

Diabetes Education Services at (530) 893-8635.  Their support hours are 9:00 a.m. – 5:00 p.m. Pacific Standard Time, Monday – Friday, excluding holidays. Here is the link to the Help Page. Most technical difficulties can be solved with the Online Orientation or by switching browsers.

Course Information

How long do I have access to my courses?

One full year after purchase. If you find you need more time with the materials as your year of access nears its end, then we have extensions available for certain bundles.

How do I access my courses after purchase?

See Online University Orientation for this and other navigation questions. The Orientation uses one class as an example, but the navigation is the same for all classes.

How do I enter my license number?

In order to add your license number to your student account, you must login to the online university. Once you have logged in, click on your name in the top left hand corner. Click the green “Edit” button then the tab labeled “Personal.” Then you will see “License Number for CE Certificate.” Simply add your license number and click save in the bottom right hand corner.  See pictures below for complete walkthrough:

Do I need WiFi or data for these courses?

Yes. All of our Online University content is inside the Online University. Many are able to use WiFi hotspots, data, or allow the video or podcast to buffer for a few minutes before they head out if they want to listen on the go.

What is the 'Critical Thinking Tool' under assignments?

We are dedicated to providing the highest quality educational experience. To maintain our CDR* accreditation, all students are required to complete this Critical Thinking Tool after each course. Please keep a copy of this completed tool for your records along with your CE certificate in case of audit. *CDR is the Commission on Dietetic Registrations (an approved provider for the CBDCE when applying for the Diabetes Care & Education Specialist Exam or renewal)   

Where can I find the handouts and resources for each course?

See Online University Orientation for this and other navigation questions. The Orientation uses one class as an example, but the navigation is the same for all classes.

How do I reset my password?

In order to update your password for your student account, you must go through the “Forgot Password” function in the online university. You will receive an email after clicking forgot password and will be led through prompts to reset your password.

How do the online courses work?

Each course has a narrated power point presentation (video) and podcast that you can listen to anytime and as many times as you want for a year after the purchase date. Each course also includes additional printable resources, a short survey, and a practice test. The survey is mandatory for accreditation purposes, so the test is locked until the survey is completed.

After the course is completed, you will see an option to print your certificate. 

What devices can I view these courses on?

All of our courses can be viewed on a Mac, PC, IPAD, Tablet, Iphone, or Android.

What are the best browsers to view your courses?

Recommended Browser versions:

  • Chrome 40 or above

How long will it take me to complete my courses?

Because every student works at their own pace,  it is difficult to establish a concrete time table.  For example – If one class is worth 1.5 CEs, it should take you approximately 1 ½  hours to complete the webinar, plus an additional 5 to 10 minutes to complete the post-assessment portion for your CEs. However, students purchasing our bundles normally take 3 to 6 months to complete everything.

Student Login Information

Where can I access the Online University?

Click on the green Student Login box located in the upper right hand corner of the DES home webpage. Login with your username and password you created when you purchased the course(s).  Here is a direct link to login to your student center.

Student Center Information

Courses can be found in three separate areas in your student center:

  • My Items – Active and open courses
  • Enrolled Courses – Individual courses
  • Enrolled Programs – Courses you have that are part of a program or Level will be displayed here with the status of Active or Completed
  • Completed Courses – These are courses you have completed
How do I view course content?

  • Go to “My Items” and then select “Dashboard”
  • Go to “Enrolled Courses or Enrolled Programs”
  • Find the specific course and click on the course name
  • Launch any course by clicking on the purple arrow button
  • The presentation will begin automatically

Can I go back into my classes after I have completed them? 

Yes, you can go back into the courses as many times as you would like.  Your courses are active for one year from the purchase date

What if I don't pass an exam, can I retake it?

You can retake an exam as many times as needed until you pass.  The passing score is 80%.

Do you have detailed instructions for your Online University Students?

Yes! Our Online University Orientation gives written and picture walkthrough of how to access everything you will need to access from start to finish of each course. Alternatively, you can also click the “tour” button once logged in and that will give you our Online University’s built in tour of all available functions:

Certification Information

What if I see incorrect information on my certificate?

You can change this information in your user profile.  Click on your name in the upper lefthand side of your student center.  Click on the green “Edit” button in the upper right hand corner. Select the “Personal” tab.  Update your information and select the “save” button on the bottom of the screen.

Are your programs accredited?

We are an approved provider by the California Board of Registered Nursing, and the Commission on Dietetic Registration (CDR).  Since these programs are approved by the CDR, it satisfies the CE requirements for the CDCES®* regardless of your profession. If you want the CE credits to apply for professional hours of continuing education, you would need to see if there is reciprocity in your state (most RNs and RDs in other states have reciprocity with the California BRN and CDR).

Live Webinars

If I miss the “live webinar”, can I still listen to it later?

Yes, all of our live webinars are uploaded into your student center approximately 24 hours after they air.  They will be located under the corresponding title of the webinar in your student center.

What if I want to attend a live webinar, but I have computer issues?

Contact GoToWebinar at (855) 352-9002.  They can troubleshoot any technical issues you are experiencing.

CDCES Exam Information

Where do I register to take the CDCES® Exam?

Please visit to find out if you are eligible to take the exam, examination fees, examination windows, and specific testing dates.  Or you can visit our Preparing for CDCES® Resource Page.

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The use of DES products do not guarantee successful passage of the CDCES exam. CBDCE does not endorse any preparatory or review materials for the CDCES exam, except for those published by CBDCE.”**To satisfy the requirement for renewal of certification by continuing education for the Certification Board for Diabetes Care & Education (CBDCE), continuing education activities must be applicable to diabetes and approved by a provider on the CBDCE List of Recognized Providers ( CBDCE does not approve continuing education. Diabetes Education Services is accredited/approved by the Commission of Dietetic Registration which is on the list of CBDCE Recognized Providers.”