• Troubleshooting Closed Caption Upload Errors

    This article outlines the error notifications instructors might encounter while attempting to add closed captions to your course lectures, and how can you resolve the issue.

    For steps on how to add closed captions to your course videos, please click here.

    Incorrectly Formatted Timing Information

    If your caption entry includes timing information the system cannot read, then you will see an error notification reporting one or more of the entries has incorrectly formatted timing info.

    In order for your .vtt closed caption entry to be accepted, it must be formatted with one of the timing formations below:

    00:00:00 (HH:MM:SS)

    00:00 (MM:SS)

    00 (SS)

    00:00:00.000 (HH:MM:SS.mmm)

    00:00.000 (MM:SS.mmm)

    00.000 (SS.mmm)

    Please note: ‘m’ stands for microseconds

    In addition, caption entries must have a start time that is earlier than the end time that’s been entered, in order for it to upload successfully. Accordingly, the caption entries also require a start time that is later than the previous entry’s start time.

    If you receive an error sign indicating this is not the case, then you will need to edit the entry’s times.


    Missing Timing Information

    If the .vtt file has a correct header, but doesn’t have any timing information, or it can’t be recognised due to incorrect formatting, you will see an error sign reporting that one or more of the caption entries has text but no times.

    The correct formatting for the timing information looks like “00:03:00.000 --> 00:05:00.00”. Please note that the separating arrow must have one or two space or tab characters on each side.


    Missing WEBVTT Header

    If the caption entry is missing the WEBVTT header, which is required for valid vtt files, you will see an error warning indicating this. Please add WEBVTT to the first line of the file in order to resolve the issue, as shown below:


    Missing Track Text

    If one of the caption entries has timing information but no text, you will be notified via an error sign. Each caption entry should have a start time, end time and some text in the following format:


    No Caption Entries

    Each caption entry should have a start time, end time and some text, and each caption entry must be separated from another with at least two line breaks. If the entry doesn’t, an error sign will appear indicating that there are no recognisable caption entries in the file.

    Caption entries should be created with the following format:



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  • Using the Bulk File Uploader

    By using the bulk file uploader not only can you can upload multiple files to your course at once, you can access files you may have stored with services like Facebook and Google Drive. The bulk file uploader also lists all the files that have been uploaded, when they were uploaded and whether the upload was successful. 

    Accessing the Bulk File Uploader

    You can access the new file uploader by clicking on the course you wish to edit, on the Instructor Dashboard. The Bulk Uploader icon is posted on the right hand side of the Course Roadmap page.

    Uploading Files From Your Computer

    You can select the files you wish to upload from your computer, and begin the uploading process, by clicking on Choose Files or by dragging the files onto the file uploader page. For more information on what files are supported by the platform, and whether they can be added as a lecture or an additional resource, please click here.


    Adding Files From External Hosts

    You can also access files you may have stored with services like Facebook and Google Drive, and then add them to course library via the Bulk Uploader. Click on the location where the file is, and you will be prompted to establish a connection to the file's host. 


    Once you have selected the file you would like to add to the course, click on Upload on the bottom right. If the upload is successful, an Upload Complete notification will appear.

    Un-linking Integrated Apps From the Bulk Uploader​

    After you have linked an external host to the Bulk Uploader, you may decide you wish to unlink it. You can do this for all the services the uploader supports [Dropbox, Facebook, Google Drive, Box, Amazon Cloud Drive, OneDrive], by logging into any of the apps you granted the bulk uploader access to [integrated app]. Then you can revoke the Bulk Uploader's access from there.

    Example: Dropbox
    1) After being granted the Bulk Uploader access to Dropbox you should receive an email like below.

    2) Click on the "account page" and you will be redirected to your account (notice the Udemy Filestack (Bulk Uploader).

    3). Click on "X" and the Bulk Uploader's access will be revoked from Dropbox. Please note: for all other file services, you can revoke access by disabling Filepicker as an app that is connected to Udemy.

    Adding Files Using the Click and Drag Option

    Files can also be added to your library by clicking on the file you wish to add, and then by dragging it onto the bulk file uploader page where it says Drag files here. To complete the process, click on Upload on the bottom right. Please note: it may take a moment or two before the Upload option appears, after you drag the files onto the page. If the upload is successful, an Upload Complete notification will appear.


    File Management 

    The filenames that have been added to your library will be listed below the uploading options.The file's type and upload date is also included to the right of the filename. There is also a Status column, which lists whether a file uploaded correctly by stating Success or Failed. If the upload has not been finalized yet you will see Processing.

    To delete a file from your library, click on the trash can icon on the right hand side. Please note that deleting a file from your library cannot be undone.


    For more information on how to manage your library please click here.

    Adding Files From Your Library to Your Course

    You can access your library to add content to your course, by clicking on Add From Library as you create or edit your lectures. For more information on creating a new lecture, please click here. To learn how to edit or update the content of an existing lecture, please click here.


    Please note that Mashup lectures are created using the browser uploader, and as a result, the files in your library cannot be accessed to build this type of lecture. For instructions on how to create a Mashup lecture please refer to this article

    Closed captioning files are also added to lectures using the browser uploader, and cannot be added to a lecture from your library. 

    For additional information on how to add closed captions to your lectures, please click here.

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  • Mobile Course Inclusion FAQ

    When is my course added to the mobile apps?

    On the day that your course is published, it will be automatically submitted to our iOS and Android apps. Please note, it may take between 3-6 weeks for Apple to approve a course and add it to the iOS marketplace. Also in the case of the iOS app, once approved the course will receive a 30 day trial. After 30 days have passed, your course will be subject to certain requirements, which will need to be met in order to keep the course in the iOS app store.

    What are the mobile app requirements after 30 days? Why is my course not appearing in the iOS app marketplace?

    Currently, Apple restricts the number of course that can be featured on the iOS mobile app, and as a result, courses must meet certain requirements in order to remain in them. 

    The most important requirement from Udemy is the monthly revenue for the course: it will need to exceed over $30 dollars per month. The revenue requirement is for the total sales of the course that occur via any Udemy platform (Udemy.com, iOS app etc).

    If after 30 days of your course being published on Udemy, you search for your course on the iOS app and it doesn’t appear, the course revenue likely did not reach the requirement.

    In the case of the Android app, however, all public and approved courses will be available for purchase on the Android app. There are no revenue requirements for a course to remain on that marketplace.

    How do you get back on our iOS app?

    Your course has a chance to be featured every month on our iOS app so long as you are generating > $30 of revenue. So if for some reason your course did not reach the revenue requirement for a particular month, the course will have the opportunity to be added to the iOS app next month, provided your course fulfills the requirement.

    In order to return your course to Apple mobile app store, your course will need to generate over $30 in revenue in a proceeding month. Once the course earns this amount in sales, please contact Support to be added back into our app stores. 

    Here are some things you can do to boost your course revenue:


    If you have more questions around this, or would like to dispute your course’s mobile inclusion status, please contact our Support team.

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  • How to Manage Your Library

    Files and resources that have been added to your account via the Bulk Uploader, can quickly be accessed and managed in your library. You can move these files to a specific lecture or store them in your library for future use. 

    Adding Files to Your Library

    You can add files to your library by using the Bulk Uploader, which is located on the right hand side of the Curriculum page.

    For more information on how to use the Bulk Uploader, please refer to this article.

    bulk_uploader.pngSorting Your Files

    You can sort through your files by, Filename, Type and Date Uploaded by clicking on the arrow that appears to the right of each category. 


    Checking the File Status

    You can also see whether a file has been successfully added to your library by checking the Status column. 

    If the file has been uploaded to the library, and is ready to use, you will see Success posted in this column. You will see Processing if the file is still being prepared for use, and Failed, if the file was not successfully uploaded. 

    For additional information on uploading issues please click here. For troubleshooting steps regarding video processing issues, please review this article.

    Deleting a File

    To delete a file from your library, click on the trash can icon on the right hand side.

    Please note that deleting a file from your library cannot be undone.


    Moving Files From Your Library to Your Course

    To add videos and other resources to your lectures from your library, head to the Curriculum page of the course you would like to edit. Next, you can access your library and add content to your course, by clicking on Add From Library as you create or edit your lectures. 

    Please note that once you add the file to your course, it will no longer be stored in your library.  As a result, if you wish to use the same file in another lecture, then it will need to be uploaded again. 

    For more information on creating a new lecture, please click here. To learn how to edit or update the content of an existing lecture, click here.


    If you have any additional questions on how to manage files in your library, please contact Udemy support.

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  • Why Won't my Video Finish Processing?

    If you've uploaded a video to your course curriculum, but have encountered delays or issues in the processing stage, then please refer to the troubleshooting steps below. These should help clear up the problem so you can resume building or editing your course. 

    Troubleshoot Video Processing

    When the upload bar has filled completely, the file will begin processing and it should finish processing on its own. If the file is still processing after 5 hours, however, please delete the lecture and start again.


    Error Message

    If you see the error message There is an issue with your file preventing successful processing, then please try the following steps:

    1. Make sure that the file name does not contain any special characters or symbols. Try removing spaces and underscores
    2. Change the video format. The preferred format is .MP4 codec H.264 (with an AAC or MP3 audio codec)
    3. Reduce the size of the file. Uploads should not be larger than 4 GB.
    4. Reduce the resolution of the file. Videos up to 1080p are preferred.
    5. If you're uploading a PDF, make sure that the document is not password protected.
    6. Check that you can open and view your file on your computer and it is the correct file.

    If you are having still having trouble, please contact Udemy support and we'll be happy to offer some assistance. If you could also include the following information, this will help our support agents investigate and resolve the issue for you.

    • Lecture file
    • Operating system you're using
    • Internet connection speed
    • Screenshot of the error message
    • The troubleshooting steps you've tried
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  • Supported File Types

    The Udemy platform supports several different types of files for lectures, and many types of files for additional resources, if you wish to include more content that students can download.

    Supported Files for Lectures

    Udemy courses can include article, video and mashup lectures, and these can be created using several different types of files.

    • Article lectures can be created using the platform’s built in, text editor, and .JPG, .PNG .BMP and .GIF files can be inserted into the article using the add image option. Please note that the image files must be smaller than 1 MB.
    • Video lectures can be built by uploading .AVI, .MGP, .MPEG, .FLV, .M2V, .M4V, .MP4, .WMV, .OGV, .WEBM and .MOV files. We recommend using MP4 files if possible, however, as we have found the uploading process works best with these.
    • Mashup lectures combine videos and slides to create a compelling lecture. The video files must be in a .MP4 or .MOV format. The slides, on the other hand, must be in .PDF format. So, if you’re using software like Powerpoint or Keynote to create the slides, you will need to export them as PDFs.

    Supported Files for Additional Resources

    Adding additional resources can be a great way to enhance the lecture, and provide students with a more comprehensive learning experience. Please note: these resources must be available for free, related to the lecture topic, and not promotional in any manner.

    The additional resources section features nearly any kind of file type, including .JPG, .PDF, .ZIP, .XLS, .MOV, .MP3, .PPT, and .DOC, among others. 

    Source code like .HTML, .JS, etc., however, cannot be uploaded directly, but these files can be uploaded in a .ZIP file. 

    Source Code for Development Courses

    Only Python and Ruby files can be uploaded at this time.

    Uploading the Files

    Files can be uploaded to the lecture by using the browser uploader, or by adding them from your library using the bulk file uploader. 

    Please note: .MP3 files for additional resources must be uploaded using the browser uploader. 

    If you have any other questions regarding the type of files the platform supports, please contact us here.

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  • Upload a Course Image

    A course image gives students a snapshot of your course content, and can be a great way to grab a student's attention.

    Course images should be in high resolution, and sized no smaller than 750 x 422 pixels. We recommend using the RGB color model while creating your course image, and not the CMYK color mode, since it is designed for computer screens and electronic devices

    For more information on the quality guidelines for course images, please click here.

    Add an Image to a Course

    1. From the Instructor Dashboard select the course you would like to change

    2. On the left-hand side of the page, under Course Landing Page and scroll down to Course Image

    3. Click choose an image file to upload an image


    4. When it's finished uploading, crop the image by dragging the upper right hand corner of the image into the corner of the image screen. Click Crop Image


    5. Click Save at the top of the page

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  • Upload a Promo Video

    Students will see your promo video and form a first impression about you and your course. Students who watch a good promo video are 5X more likely to enroll in your course.

    How to Upload a Promo Video

    1. Click on Instructor Dashboard to access the courses you're teaching

    2. Select the course you want to edit and click Go to course management

    3. On the left-hand side, select Course Landing Page

    4. Scroll to the bottom of the page until you see Promotional Video and click Upload video


    5. Click Save at the top right of the page once the upload is complete



    For a step-by-step guide on how to create a great Promo Video click, here

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  • Video Upload Limit

    Using the site uploader, you can upload files as large as 1.5 GB. If you need to load larger files, or want to upload multiple files to your course at a time, use the bulk uploader.

    Files smaller than 4 GB can be uploaded using the bulk uploader. When a file is uploaded using the bulk uploader, it will appear in your library.




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  • Why Won't my Videos Upload?

    Whether you're adding lectures to your course using the web uploader or Bulk File Uploader, problems can occur during the uploading or processing phase. Before trying anything else, make sure that the file name does not contain any special characters or symbols. Try removing spaces and underscores. Video files should be at least 720p and less than 4.0 GB.

    Troubleshooting Video Uploading


    While the bar is being filled, the file is being uploaded.

    Internet Connection

    Most uploading issues are caused by a poor internet connection. If you experience issues while the video is being uploaded is likely caused by one of the following:

    1. Internet speed
    2. Bandwidth limit has been reached
    3. You are connected to the internet through a VPN and your connection provider has blocked uploads
    In each case, try uploading the video from a different internet connection.
    Error Messages
    If you are receiving one of the following messages:
    • “System couldn’t initiate their upload”
    • ​“Signature is not correct”
    • “Problem initiating upload request”
    • "Invalid according to Policy: Policy expired"
    The issue is caused by a problem with Udemy. These issues can be resolved by deleting the lecture and uploading the file again from a different browser like Google Chrome. You can also try uploading your file using the Bulk File Uploader.

    If you are still having trouble, please contact Udemy support and include:
    • Lecture file
    • Operating system you're using
    • Internet connection speed
    If you've uploaded a video and have encountered delays or issues in the processing stage, however, then please head here for some troubleshooting steps.
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  • Creating and Submitting a Test Video

    The test video is a free service to get your production basics right before you film your course, whenever you use new equipment, and if you change filming locations. It’s free, and you can send test videos as often as you feel the need to review the quality of your audio, video, and delivery.

    We’ve helped thousands of instructors master the process of teaching on camera. Talk about anything you want for 1-3 minutes to receive a review and personalized tips from us within 48 hours.

    If you’re logged into your instructor account, and you’re ready to submit your test video, then click here to get started.

    Udemy Video Requirements

    As you’re filming your test video, remember the three quality checks for videos on Udemy:

    1. Video shot in HD (720p minimum) with clear lighting, good framing, and steady camera.
    2. Audio coming out of both channels, and matched to video.
    3. Audio clear of distracting noises.

    Additional Resources:

    How to Submit a Test Video

    Once you have your test video ready to go, you can submit it to our review team by following these steps:

    1. Click on Test Video on the Instructor Dashboard page
    2. Tell us which language will be spoken in your video
    3. Let us know what type of feedback will help you best
    4. Tell us what recording method and equipment you used to produce your video

    On the “Lights, camera, action” page, upload your test video by clicking on Select File at the bottom.


    After you upload your test video, you can see its status on the My Test Videos page. On the page it will indicate if your test video is processing, if it’s in the review team’s queue for review, or if feedback for your video is ready.  


    Once you’ve reviewed your feedback, you can create a new test video, or delete an existing one you’ve uploaded, on the My test videos page.

    Receiving Feedback

    You will receive feedback from our review team on the Test Video page within two business days from the date you submitted. When feedback has been provided, you’ll also receive an email letting you know, and you can access the feedback on the My test videos page.

    To review your feedback, click on the Feedback ready icon.


    You can respond to the feedback, and ask a follow up question, by entering it into the section that appears below. Our video expert will get back to you within two business days.


    If you’re logged into your instructor account, and are ready to submit your test video, then click here to get started.

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