If you’re encountering audio or video issues while attempting to watch a course on a browser, this article includes several ways to troubleshoot and resolve these problems. Our support team also refers to the troubleshooting steps in this article when responding to inquiries regarding playback issues.
Additional resources:
- Learn more about Udemy’s system requirements.
- Please note that a broadband connection with a minimum speed of 5 Mbps is required to watch a Udemy course on your device.
- Encountering issues while watching courses on or via Udemy’s mobile app? Please review these troubleshooting steps.
How to check if your playback environment’s causing the issue
To determine whether your device, settings or internet connection may be causing the problem, while accessing Udemy on a browser, please do to the following:
- Check your network configuration by using our system check and follow any troubleshooting steps that are recommended.
- Try watching another lecture or course (if you are only enrolled in one course, you can use the course preview feature).
If you’re able to watch other lectures without any problems, this may indicate there is a technical issue with the original video. Please contact support so our team can investigate further and report the issue.
If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps below.
Troubleshooting playback issues on your device’s built-in screen
If you’ve determined the problem is due to an issue with your device’s built-in screen, please do the following:
1. Try watching the original lecture in an incognito window.
2. If the video plays without issue, try checking your extension, plugin or firewall program on your device to see if it needs to be reconfigured or disabled.
3. If you’re encountering the issue while watching the video on your company’s network, try watching the video on a non-company network instead. If you’re able to watch the video without any issue, please report the issue to your company’s IT team.
4. Try a different browser. If you’re not already using Google Chrome, we recommend using it, as we’ve found it works best to watch Udemy courses.
5. Clear your browser's cookies and cache and restart it before trying again.
6. If you have a lot of browser tabs open, close most of them except the one you’re using to watch the course.
7. Check your browser version and update it if needed.
8. A minimum internet speed of 5 Mbps is required to watch a Udemy Business course on your device. Test your internet connection speed to make sure your environment meets this and that your system meets our requirements. If your internet speed is low, try lowering the video quality of the lecture, or watching the course during non-peak hours when your internet connection is stronger.
9. Turn off any hardware acceleration you have installed on your browser.
10. Restart your computer and network devices (modems/switches/routers).
11. In the interim, try watching it offline on the mobile app.
Troubleshooting playback issues on an external screen
External screen connected through a cable: If you’re encountering playback issues while attempting to view courses on an external screen that’s connected to your device through a cable, please do the following:
- Ensure you’re using a cable that’s compatible with your device.
- Check that the cable is connected to your device correctly and that the cable is not damaged.
- If after confirming your cable is not causing the problem, you continue to encounter issues, please also try the troubleshooting steps above for your device’s built in screen (including, turning off any hardware acceleration on your browser).
Encountering audio issues?
If you can’t hear any audio, double check to see that the course player volume is turned up and that the video is not muted. Check the sound settings on your device.
Are you encountering a “Problem with your system settings” error notification?
Learn how to resolve the “Problem with your system settings” error.
Next steps?
If you’re still encountering issues after following the steps above, please contact our support team. In the interim, if the course is available for downloading, try watching it offline or on the mobile app.