Caller asked if we mailed out hard copies of the training modules or if there was a location where they could be picked up. Support informed caller that was not available. Caller asked if there was a timeline on when the certification would be available. Support directed caller to contact HUD directly.

Caller said when he goes to the modules, all he gets is a white screen. His IT people had assured him he had all the correct programs so he was unsure what was wrong. As we were on the phone, he received an email from IT telling him it worked in Chrome; he was using Internet Explorer.

Issue: Caller couldn't view the training course.
Support: I asked the caller about browser version; she had IE 10; I said it could be a Flash-related problem; caller said she would check on her end and call back if she still had an issue.

Call was disconnected while support was answering.

Caller was confused as to whether the training was free as she had read something on the site that mentioned payment. It was explained that the certification exam - when it is available - will (or may) require a payment but that the training is free.

Caller reported that the website seemed to fail repeatedly at a particular place. When she reached slide 21 of Module 2.1, she would suddenly get the message that the website was unavailable. I don't know if it was always slide 21; she seemed to waver on that point. On the phone with tech support, the problem didn't occur. I advised her that she could always move past certain sections using the menu feature.

Caller was on slide 18 of first module - Financial Management. She had filled in the answers previously and come back to the page and it wouldn't let her submit, but it also wouldn't let her move on. I tried to reproduce what she was doing on my machine and when I chose "Knowledge Check" from the Menu or hit the refresh button by the play bar, it would change the "Submit" button to the "Next" button. The caller said neither of those things happened on her machine. I was unable to help her further.

Issue: The caller reported she was not hearing any sound when she played the training.
Support: I explained to her that there was no audio component.

Issue: Caller needed clarification The caller has previously been certified as a "homebuyer's counselor," and had just discovered the website and was confused about how it differed from what she had done before.
Support: I explained about the law and the change in the certification process.
Issue: She asked how "they" would know if she had taken the training. I explained the training is not required, only the exam. She was confused about the certification process, as she had been individually certified before, so how was this different?

The caller asked about the certification exam. After I explained that the exam wouldn't be available until the Final Rule is published, she seemed satisfied. She asked if there was any kind of timeline on the Final Rule and I gave her the 800 number for HUD. (call came in 6/23/15)