1. What do I need to do to be ready to take the class?

    1. Download the Desktop App (Best experience in the classroom)


    Having trouble with any of these links please see (https://helpx.adobe.com/adobe-connect/connect-downloads-updates.html#Application)


    1. Audio:

    Reliable phone connection for audio. If you do not have a reliable phone connection, you will need a reliable headset with mic to connect to audio through your computer.


    1. Test Your Computer Connection:

    You can do this by going to: https://na1cps.adobeconnect.com/common/help/en/support/meeting_test.htm 


    *If App Cannot be Downloaded:

    Adobe Connect only requires that you have an internet connection, a web browser, and Adobe Flash Player version 13 or greater. Adobe Connect supports Windows, macOS, and Linux as well as the most widely used browsers including Chrome, Edge, Internet Explorer 8+, Firefox, and Safari. For additional technical specs, click on the link:


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  2. How do I log into the course?

    You will receive an email from our Training Operations Team 3 business days before the class starts, which will give you the link and passcode to enter the virtual classroom.

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  3. Will I get a book for this course?

    Yes, two and a half weeks before the class starts you will receive an email from our Training Operations Team asking where you would like to have your book shipped. Please respond to that email so we can ensure you have the course workbook prior to class.

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  4. Do I have to have my webcam on?

    No, it is not a requirement to have your webcam on during the course. It is possible that the instructor will have theirs on, but students do not have to.

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  5. Will I be able to talk to the instructor and other students?

    Yes, we encourage you to communicate either verbally or via the chat windows during the duration of the course, as we design these to be interactive.

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  6. Who do I contact if I have issues connecting or staying connected to the Adobe Connect classroom?
    If you have any problems accessing the HDI virtual classroom (online or audio), please contact Adobe Connect Support 1.888.523.8445, option 2 
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  7. How do I dial in to the audio? Do I have to use my phone or can I use a headset?

    When you enter the meeting room, you will be prompted to connect to audio.

    • The preferred method is a land line telephone or cellular telephone. This will provide you with the most stable environment. You can Dial-out (Receive a call from the meeting) by entering your preferred phone number and the audio conference will call you. You can also Dial-in, using the information provided on your screen. Once joined to the audio, be sure to follow the steps provided to identify yourself! (This will merge your profile name on the screen with your telephone number that displays on the screen.)

            NOTE:   Rather than putting yourself on speaker, it is best for you to use a headset/mic       



    • The second method is using VoIP. You will connect through your computer mic/headset. This allows you to experience the virtual classroom “hands-free”. You will hear the meeting through your computer speakers. You will speak through your computer speakers mic or a headset. (Note: You must run the Audio Setup Wizard to optimize your audio experience. To do this, select Audio Setup Wizard from the Meeting menu.) Please keep in mind, depending upon your connectivity, you may experience audio issues or voice delays.

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  8. How long after the class will it take to be registered for the exam?

    We will grant you access to the exam no later than 2 business day's after the course is over.

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  9. How and where do I take my exam?
    Once you are registered for your exam, you will receive confirmation emails from our Online Learning Management System (LMS). These emails will come from [email protected]. Once your exam is active you will have 6 weeks to log in and complete it.
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  10. What if I cannot attend a class for which I'm registered?

    Full payment is required prior to attendance. Participants cancelling their registration with less than ten days notice will be subject to a $150 course processing fee. No shows will pay full course rates. Your company may send a replacement. Please notify HDI immediately so we can update the roster and course completion certificate and set up the appropriate person for the certification exam.

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  11. Does HDI ever cancel a course?

    In rare instances, a course will be rescheduled or postponed. HDI will provide at least ten days notice. You may receive a full refund or take a credit toward another HDI course. HDI cannot be held responsible for penalties resulting from travel arrangements.

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  12. What if the course is affected by inclement weather?

    If weather conditions dictate that we have to cancel a training course with short notice, we will immediately e-mail participants. Also, an announcement will be posted online. Please go to the Course Calendar and select your class.

    Generally, the decision to cancel a class is made the day before the start date, but we may have to withhold the decision until the last minute based on the instructor’s ability to make it to the training facility. For courses starting on a Monday, please check your email and the HDI website on Sunday evening. In the event that we do have to cancel a training course at the last minute, your HDI account manager will call you to either reschedule or provide you with a full refund of the course price.

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  13. Will the certification exam be offered during the course?

    HDI courses are designed to enhance your skills as a support professional and to assist you in preparing for a certification exam. HDI recommends that attendees take the certification exam within two weeks of the completing the course. However, you will have a 12-week window to complete the exam. You will receive more exam information during your class.

    Note for ITIL certifications: The ITIL Foundation v3 certification exam will be proctored on-site upon the completion of the class.

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  14. What if I fail my certification exam, can I take it again?
    If you do not pass an HDI certification exam, contact the HDI support center at 1.800.248.5667 to order a retake exam for $99. You can also purchase an exam retake through our website. You will retake the exam via the HDI Learning Center. If you do not pass the ITIL Foundation exam offered at the end of your ITIL Foundation course, you may retake the exam through Prometric Testing Centers.
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