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Technical FAQ

Passwords and security

Why am I prompted to enter a password to view some parts of the website?

Some content, including the ability to use the self-service transactions, is available only to CMPA members. Members need their user ID (member number) and password to access these features.

What should I do if I don't have a password?

Obtain a new password now (we must have your email address on file). If you need assistance, please contact us.

Can I obtain a password if I'm not a CMPA member?

Passwords are not available to the general public. To obtain a password you must be a CMPA member or other approved user.

How do I create and maintain an effective password?

A password must be a minimum of eight characters, and two of those characters should be numbers.

Create passwords that are easy to remember, but avoid dictionary words, familiar names, and any personal information that is easily guessed. Ideally, passwords should contain a balanced mixture (more than just one of each) of upper case and lower case letters, digits and special symbols.

A good strategy is to transform a phrase into a password. Think of a phrase, then use the first letter of each word and insert numbers or symbols, or use numbers or symbols to represent some words. You should avoid using a password which will be used elsewhere (i.e., on a home computer or for an Internet service).

How frequently must the password be changed?

There is no expiry date for passwords. However, we recommend that you change your password at least once every three months. It should be changed immediately if you suspect that someone else has learned your password.

Can the password be saved ("remembered") for future sign-ins?

The CMPA website does not offer the option to save or "remember" your password for future sign-ins to the members-only area of the website. We recommend against saving authentication information (e.g., passwords).

Sign-in information should not be saved or 'cached' for future sign-ins. Older operating systems, operating systems that are behind in terms of service updates, and home systems that have inadequate defences against hackers (e.g., firewalls) are vulnerable and could allow someone to retrieve password information under certain circumstances.

Is information I transmit via the web more secure than email?

Because of the distributed nature of email and the fact that the Internet email standards do not mandate the use of encryption, you should not transmit any personal or confidential information via email.

On the other hand, any information you submit via the self-service forms on this site is secure. All data transmitted is protected by a protocol known as HTTPS (HyperText Transfer Protocol – Secure). The HTTPS connection, established between your web browser and the CMPA's web server, ensures that all data traffic is encrypted. HTTPS is used by many websites to transfer confidential user information, such as credit card numbers and banking information.


Technical requirements

PDF document displays correctly on screen but does not print correctly

If you can view the document correctly on screen but cannot print it correctly, try the following steps:

  1. With the PDF file open in Acrobat or Acrobat Reader, choose Print from the File menu.
  2. Windows users: Select the Print as Image option in the Print dialog.
    Apple users: Change the setting for the pop-up menu at the top of the dialog from General
    to Acrobat, and select Print as Image as the print method.
  3. Click Print.

If you do not see the option Print as Image, make sure you have the latest version of Adobe Acrobat Reader, which is available free from Adobe. See also additional troubleshooting solutions.

I am unable to view parts of the website (e.g. eLearning). What should I do?

To view the eLearning activities and other interactive features, your browser must have JavaScript and the Flash Player plug-in enabled. eLearning activities can be viewed only using the latest versions of Internet Explorer, Firefox, Safari, and Chrome.

Which browsers can I use to view the CMPA website?

This website is designed to be viewed in the more recent versions of browsers that include Chrome, Safari, Internet Explorer, Firefox, and Edge. Earlier versions of these browsers or other browsers may result in some pages being displayed in a less-than-optimum manner. Using a recent version of a broadly supported browser is recommended.

Windows® users can download the latest version of Chrome, or Firefox.

Apple users can download the latest version of Chrome, Safari, or Firefox.

For Windows® users, what hardware configuration and programs are required to make the best use of this website?

Minimum hardware requirements

  • Monitor display property settings - 1024 X 768
  • Colour depth – 32 bit


  • For some functions such as eLearning, Adobe Acrobat Reader and Flash Player are also required.

For Apple users, what hardware configuration and programs are required to make the best use of this website?

Minimum hardware requirements

  • Monitor display property settings - 1024 X 768
  • Colour depth – 32 bit


  • For some functions such as eLearning, Adobe Acrobat Reader and Flash Player are also required.

What can be done to optimize performance and response time when using this website?

Some programs can interfere with browser functionality. The following items should be uninstalled, as they are known to cause problems.

  • Virtual Bouncer
  • Hot Bar
  • EZ Search
  • UD Agent

To uninstall these items, look for an uninstall icon located off the Start button. Alternately, go to Start, then Settings, then Control panel, then choose Add/remove programs.

Broadband access is recommended to increase your speed of access.

You should also enable cookies, enable JavaScript and your cache periodically.

What are "cookies" and how are they enabled?

Cookies are messages that web servers pass to your web browser when you visit websites. Cookies are helpful because they enable websites to "remember" specific user preferences, which means you may not need to re-enter information about yourself if you've already done it once before.

Web browser cookies do not represent any security risk: they cannot carry viruses and cannot install malware on your computer. However, third-party tracking cookies are commonly used to compile records of individuals' browsing histories, which is why some people choose to block such cookies. 

The CMPA website uses cookies only to enhance the user experience when accessing resources such as the Good Practices Guide and eLearning, and when using member self-services.  To access the full content of our website, your browser must accept first-party cookies.

For more details about the information stored in your CMPA cookie, please refer to the Privacy statement for the CMPA website and members-only area.

Follow these steps to enable cookies.

What is JavaScript and how is it enabled?

JavaScript is a programming language used to make web pages more interactive. Because the CMPA website uses JavaScript, your browser must have JavaScript enabled to view this site. 

Follow these steps to enable Javascript.

What is cache and how is it deleted?

The cache setting on your web browser saves content of a web page you have visited for faster retrieval. If you have cache enabled, your browser simply checks whether the page you are requesting has been visited before and displays the content of the web page stored in the cache.

It is good practice to delete the cache after you have visited web pages that contain sensitive or confidential information in order to prevent anyone using your computer in the future from accessing such web pages.

Follow these steps to delete cached files:
Delete cache in Internet Explorer.
Delete cache in Firefox.
Delete cache in Chrome.
Delete cache in Safari.

What is the best way to print a page on this site?

  1. Select the Print link at the top right of the page. (This eliminates the navigation menus and ensures no text is cut off on your printed page.)
  2. Select your desired printer and click Print.


Self-service transactions

An error message appeared and I was unable to complete my online transaction. What should I do?

If an error message appears during a transaction, please contact the CMPA by phone.

How will I know if my online request has been successfully submitted to the CMPA?

When you submit an online request you will receive a confirmation that your request has been successfully submitted. Should we require further information, a CMPA representative will contact you.

How can I access my secure web mail and other online transactions?

Members can access secure web mail by logging into the members-only area and going to the Online transactions/web mail page.


Education Online (eLearning)

I cannot view eLearning activities

The CMPA's eLearning activities are best viewed with a high speed or DSL Internet connection using latest versions of Internet Explorer, Firefox, Safari and Chrome. Speakers (internal or external) are required to hear audio clips. Pop-up blockers must be disabled. The Flash Player must be installed on your computer to view certain graphics. (Download it free).

Follow these steps to enable pop-ups:

Enable pop-ups in Safari:

  1. From the Safari menu, choose Preferences... and click the Security tab.
  2. Ensure the Block pop-up windows option is not checked. Unchecking this option will allow pop-ups.

I want to see an eLearning activity in another language

Each eLearning activity includes a language toggle. The content portion of the screen (and not the frame) will toggle to the language selected when viewing any page of an activity.

I need additional help

Limited technical help is available for CMPA members only. See the Contact Us page for more details, or email to