Please ask students who are having technical difficulties to either submit a help request via the support form or via the 800 number.
The URL for the support form is http://www.ccconline.org/support/form/
The phone number for support is 1-800-801-5040.
There is a link from the home page of the CCCOnline website to the student support center. The support center has a lot of good information for students with technical difficulties or other types of difficulties and misunderstandings. If they go check there first they may save themselves a lot of time and effort.