Customer Support: (877) 602-9877

  Customer Support: matchbox@ce21.com

Solutions and FAQ

Product Access


  • Trouble Signing In? If you have registered for a course on this website, enter in the email address and password you provided when you signed up. If you were signed up by someone else or have forgotten your password click on the 'Forgot your password?' link on the login page. If you have forgotten your user information or you are encountering an error contact support at (877) 602-9877
  • How do I access the virtual conferences that I’ve purchased? To access any virtual conference that you purchased, please make sure that you are logged into your account on events.matchboxvirtual.com. Login to you account
  • I am not receiving a reset password email RESET PASSWORD VIA BROWSER When requesting a password reset, it can take up to 5-10 minutes to appear in your email. Be sure to check your junk/spam folders in your email client. If you still haven't received the reset password email after 10 minutes and checking your junk/spam filter, please contact support or see the SMS solution below. RESET PASSWORD VIA CELL PHONE/TEXT MESSAGE (SMS) If you have your mobile phone number already entered into your customer account, you can additionally send a password reset code to your cell phone via text message (SMS) The below image will show when you follow the Reset Password process and have your mobile phone number previously entered into your customer account:
  • Do I need special equipment / What are minimum specs needed to view programs? You can test your internet connection & system by clicking on this link (which will open a program viewer in a new tab). You should see a test video, hear audio and see a test PowerPoint slide. If you are having trouble with the test video buffering or not playing, please feel free to contact Customer Support for assistance. While viewing programs is compatible with a wide variety of operating systems, browsers and internet connections, below are some suggestions to better assure compatibility and a better viewing experience. If you are unsure on what browser and/or operating system you are on, you can click on this ​link (Windows 10 may show as Windows NT 10.0) ***Click on each panel section below to view the related suggested minimum system specs *** + OPERATING SYSTEM Windows Windows 7, 8, 8.1 & 10 are all supported. We recommend Windows 8.1 and above for the best compatibility and viewing experience. Mac OS Mac OS X 10.12 (Sierra), Mac OS X 10.11 (El Capitan), Mac OS X 10.10 (Yosemite), Mac OS X 10.9 (Mavericks), Mac OS X 10.8 (Mountain Lion), Mac OS X 10.7 (Lion) & Mac OS X 10.6 (Snow Leopard) are supported We recommend Mac OS X 10.9 (Mavericks)and above for the best compatibility and viewing experience. Close this section + INTERNET BROWSERS We support all major browsers including Google Chrome, Firefox Quantum, Internet Explorer, MS Edge, Safari and Opera We recommend the latest versions of Google Chrome and Firefox Quantum for the best viewing experience. Close this section + INTERNET CONNECTION Streaming programs require a minimum of 250Kbit/s of download speed in order to play without issue. Please click on this link to run a speed test to test your current Internet Connection. If your speed test results for Download are 0.30Mbps or lower you may want to contact your Internet Service Provider (ISP - such as Comcast, Spectrum, AT&T) to troubleshoot. Poor Results Good Results We recommend an internet connection download speed of 1Mbps for the best viewing experience. WIRED CONNECTION VS WIFI CONNECTION While WiFi routers have come a long way, a wireless connection is susceptible to more connection issues than a wired connection. Distance from the wireless router, walls, other wireless signals can all impact your connection. If you run into any performance issues in viewing a streaming program, we recommend switching to a wired connection. Please note that you typically will need to disable your wireless connection in order to confirm you are on a wired connection. We recommend a wired Internet connect with at least 1Mbps of download speed for the best viewing experience Close this section + CE21 MOBILE APP (Android / iOS) Our CE21 Mobile App allows you to view programs on the go (or at your desk!) and works via either your phones WiFi connection or by mobile 4G/LTE cell connection. Please note that downloading or streaming video on your phones cell connection (4G/LTE) may vary in quality depending on your location. Check your cell phone carrier if you are unsure on how much monthly bandwidth your plan includes. We recommend using the CE21 Mobile App on a WiFi connection for the best viewing experience Download the CE21 Mobile App Close this section + VIRTUAL ENVIRONMENTS (CITRIX) Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted. Close this section

Technical Issues


  • How Do I View The Virtual Conference/Test My System? Click on your account name above, you will be redirected to your account. If you are not logged in, click on the 'Sign In or Register' link above to sign in. Under MY LIST, locate the name of the virtual conference you've registered for. Click on the 'Launch Virtual Conference' button underneath the product title. You may see a test video playing in the viewer. The webcast video will replace this test video within 30 minutes of the scheduled start time without any user action required. You may also use this test video to test your system prior to the webcast to ensure you are able to view the event.
  • I Can See The Video, But I Can't Hear Anything Confirm that sound is enabled on your computer. Check that your system volume is not muted Check that the volume on the viewer is turned up If you have external speakers, check the following - The speakers are plugged into an outlet The speakers are plugged into your computer The speakers are turned on and the volume knob is turned up If you have built-in speakers, check the following - The speaker are not muted via a mute key on your keyboard Try closing the viewer tab, returning to your online account and launching the viewer again. Test audio from other flash videos from another site, e.g. www.youtube.com If you are still having issues hearing the webcast, please contact your System Administrator for additional help.
  • My Video Is Stuck On Break/Has Stopped Playing Try refreshing your viewer by pressing the F5 key on your keyboard (Windows) or by pressing the Command and R key on your keyboard (Mac). Additionally the viewer can be closed and relaunched by clicking on "Launch Viewer" again from your customer account, or by following the link in your email.
  • How Do I Fix The M3u8 Access Denied/Cross Domain/404 Not Found Error? This issue is likely due to a firewall your network has in place, try these options as a quick solution: View the webcast from an alternate location View the webcast on your mobile device, on cellular data. (note: data charges may apply) Alternately, ask your IT administrator to white-list this domain: ce21media.streaming.mediaservices.windows.net Note that this method will require you to reboot your computer to ensure the changes work correctly.
  • Can I Stop & Start On-Demand Courses At Any Time? Yes, for all on-demand classes you may pause the viewing and even re-open the viewer and the program will remember where you left off. This ability does NOT apply to live virtual conferences aired at a specific date and time.

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