Frequently Asked Questions

Getting Started

  • I didn’t get a password reset email or other email from EncoreZone?
    Check your spam or junk folder for any messages from EncoreZone Cyber Training. Make sure to add our email address ( to your contacts and Safe senders or Whitelist to ensure you receive future emails. 
  • What is an acceptable, strong password?  
    The password should be at least twelve characters long. Make it stronger by using a combination of upper and lower case letters, numbers, and symbols like ! ” ? $ % ^ & )
  • When I choose two-factor authentication, why doesn’t the system recognize the PIN number I copied and pasted? 
    For system security reasons, some systems will require you to  type in the PIN number provided in the email rather than copy and paste the number.  As an alternative, you may click the Orange Continue Button in the email you received.
  • How do I change my password?
    Go to your Account screen, scroll to bottom and click “Reset Password” to request a password reset email from EncoreZone. Make sure to check your spam or junk folder for this email.
  • I had to stop in the middle of taking the course, where do I find my course to continue?
    You can simply log back in and go to the “Course” page, select your course and you will be able to continue where you left off.

How to Navigate the Course

How do I move from course content screen to the next course content screen? 
Once you complete the course content on a specific screen or series of screens, you will be automatically transitioned to the next screen and content.  Then hit the Play button.

How do I retake the Quiz?
Click the “Restart Quiz” button at the bottom of the Quiz Results page. You can also access the quiz by going to the course and selecting the desired quiz.

What if I need to stop and take an important phone call?
Click the Pause II button at the bottom left of the video screen. When you are ready to resume your training, click the Play button. You can also Log Out of the Encore Zone Learning Management System. When you return, Log In and resume your course content where you left off.

How do I turn on closed captioning?
Closed captioning is available for all users. To turn on closed captioning, select the “CC” button located on the bottom right of the play bar, next to the settings button.

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How do I select the “full screen” view?
To enable “full screen”, select the button on the bottom-right corner of the play bar.

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Course Completion

  • What happens if I lose my certificate? 
    The certificate is located within your files.  Our official system of record is the Encore Zone Learning Management System (LMS). The LMS will keep record of all courses and the status, to include if you passed the quiz and earned the certificate. It also provides the ability to reprint certificates.  Students can reprint their certificates any time.
  • How do I reprint my certificate? 
    You can return to EncoreZone, log in to the site with the credentials you used during registration. Go to the “Courses” page, select your course and you will have the option to download your certificate again.


  • Visit our glossary page for cyber terminology.