Course taking issues

  • Course Help: Frequently Asked Questions

    This article includes frequently asked questions regarding the course-taking experience and who learners should contact if they have a question or issue with their course

    Table of Contents

    Troubleshooting course issues

    Frequently asked questions

    Troubleshooting course issues

    Who do I contact for a question or issue with a course? 

    When to contact the instructor

    As courses are owned and managed by the instructors themselves, we recommend contacting the instructor directly for the questions outlined below. They are the best prepared to resolve your issue or answer your question so you can resume your learning. 

    The following are commonly asked questions for instructors. 

    • Questions regarding course content or materials, including applications, software or other products required for the course.
    • Questions or problems with the answers or information in a curriculum item like quizzes, coding exercises, practice tests, or assignments (which may be preventing you from completing the curriculum item).
    • Audio or video issues with a specific course or course lectures (see below for more information)
    • Problems opening external links or websites (outside of Udemy.com) that are included in the course materials.
    • Problems with downloaded course resources and files (PDFs, spreadsheets, file formats)
    • Subtitle requests in different languages (see below for more information)
    • Requests for changes to course content or materials

    Please note: Use of the Report Abuse feature on the course platform should be used for reporting violations on the Udemy platform. For course-related issues, please contact the instructor to address your issue.

    Who do I contact for audio, video, and website issues?

    If you are having a technical issue with your course, please review other sections on other courses to determine whether the issue is occurring in a single course or across multiple courses. 

    Single issue: If you are experiencing issues with a single course, lecture or course feature, this could indicate you are experiencing an issue specific to that course. Please contact support so our team can investigate further and report the issue.

    Recurring issue: If the issue is taking place across multiple courses, please review the following resources to troubleshoot your issues:

    Frequently asked questions

    I haven't received a response to a question in my course.

    If you’ve posted a question for your instructor and haven’t received a response yet, we encourage you to review if the instructor has posted their availability in the Q&A and when you can expect an answer before you follow-up. 

    While Udemy Support is equipped to address a broad range of technical issues and questions about our platform, we are not able to directly address questions related to individual courses or the course materials.

    Courses are owned and managed by the instructors, and as a result, they are best prepared to answer your questions. Given this, Udemy does not have any control regarding response time.

    How do I report a violation in a course?

    Learn how to report abuse on the Udemy platform.

    Please note: Use of the Report Abuse feature on the course platform should be used for reporting violations on the Udemy platform. For course-related issues, please contact the instructor to address your issue.

    My course has outdated information or resources.

    As courses are owned and managed by the instructors, we recommend contacting them to inquire about the outdated materials. As noted, our team is equipped to address technical issues and questions regarding our platform and are not able to answer specific questions regarding course content.

    I cannot find my course.

    Learn how to find your missing course.

    Does my course prepare me for a specific certification exam, or will I receive accreditation upon completion?

    Udemy is not an accredited institution. While certificates demonstrate skills and accomplishments, these solely provide proof that you have completed a course on Udemy. These certificates cannot be used for formal accreditation.

    If your Udemy course instructor indicated that your course is related to a formal accreditation process, we recommend getting in touch with your instructor for further information. 

    How do I ask a question for a course I am interested in?

    To learn more about the course you are interested in but have yet to enroll in, we recommend reviewing the course page when searching for a Udemy course, which provides detailed information about the course content, instructor, and learner reviews.

    While the course Q&A feature is only available to enrolled learners, you can use the preview feature available on the course page to get a better understanding of the material before making a decision. 

    My course does not have subtitles in my language

    Please be aware that not all courses have subtitles available in every language. 

    If the instructor has also uploaded subtitles to their course, the languages for the subtitles will be indicated on the course landing page. If you wish to have subtitles in a particular language, we recommend sharing this request with your course instructor.

    Please note: If you identify as deaf or hard of hearing, and require subtitles to take the course, please contact Udemy Support by clicking Contact Us.  We will do our best to accommodate these requests.

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  • Troubleshooting login and email Issues

    This article provides information for resolving issues you might encounter when logging in to Udemy. 

    For log in instructions, see:

    Table of contents

    Issues logging in

    I disabled multi-factor authentication (MFA) for my account but still receive a 6-digit code when logging in

    Passwordless email authentication with a 6-digit code is the default method for logging into Udemy and can’t be disabled. Disabling MFA for your account doesn't turn off passwordless email authentication. 

    Udemy uses MFA to verify your identity for tasks that require you to enter a password, such as changing your email or accessing links sent to you by the support team. 

    I’m having issues logging in with my phone number

    Learn how to troubleshoot common issues when logging in with a phone number.

    • Note: If you’re experiencing issues with your phone number, we recommend you try using your email address to sign up or log in to your account.

    I’m having issues logging in with Google, Facebook, or Apple 

    If you’re encountering issues logging in with Google, Facebook, or Apple, review the instructions for logging in with these accounts. 

    • Note: If you’re experiencing issues with your Google, Facebook, or Apple account, try using your email address attached to that account log in to your account.

    Issues with your email address 

    I can’t access the email address that’s registered with my Udemy account to retrieve a login verification code

    I don’t know what email address is registered to my Udemy account

    See instructions for checking what email address is registered to your account.

    I need to change my email address but I’ve forgotten my password

    If you’ve forgotten your password, and need to change your email address, contact Udemy support for assistance.

    I can’t locate the 6-digit code in my email 

    If you can’t locate the email containing the verification code:

    1. Review these troubleshooting steps for resolving issues receiving Udemy emails.
    2. After completing the troubleshooting steps, wait at least 15 minutes before reattempting to log in, as there may be a temporary delay with deliverability.

    Resolving login error messages

    “This code has been used before. Please wait for a few minutes and retry with another code”

    If you encounter the login error message “This code has been used before. Please wait for a few minutes and retry with another code”, follow these troubleshooting steps:

    1. Ensure that you complete your log in attempt and retrieve your 6-digit code from the same device and browser.
    2. Attempt to log in again to initiate another code. 
      • Ensure that it has been at least 5 minutes since your last attempt.
    3. If you’ve initiated multiple codes, ensure you’re using the most recent code that was sent. 

    “You've reached the maximum number of attempts. Please wait and retry with a new code.”

    If you encounter the login error message “You've reached the maximum number of attempts. Please wait and retry with a new code,”  follow these troubleshooting steps:

    1. When the maximum number of attempts is reached, there is a temporary lockout period.
      • Wait at least 15 minutes before attempting to log in again.
      • After the 15 minutes has passed, attempt to log in again, or click Resend Code from your previous attempt.
    2. Ensure that you complete your log in attempt and retrieve your 6 digit code from the same device and browser.
    3. After receiving the email with your 6-digit code, be sure to use the most recent code that was sent (you should see that it was sent only a few minutes ago).
    4. Enter this code where prompted on Udemy.com.

    “Reached the maximum session count.’’ 

    For security purposes, the Udemy platform restricts the number of active sessions a user can have for their Udemy account at a given time. This includes sessions that may be active across multiple devices. 

    If the limit is exceeded, then you’ll be temporarily unable to log in again for a 12-hour period. 

    To help ensure that you don’t encounter this issue again in the future, we recommend logging out of sessions on devices or browsers that you don’t use frequently. 

    As a security precaution, be sure to always log out of sessions on public devices.

    “There was a problem logging in. Check your email or create an account”

    If you see the error message “There was a problem logging in. Check your email or create an account”, this means that our system can’t find an account with login credentials that matches the email address that you entered. 

    Already signed up? If you have an active account, learn how to check for your account’s email address. 

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  • How to troubleshoot audio & video issues (on a browser)

    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:

    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 or intermediary devices (dongles, docks etc.): If you’re encountering playback issues while attempting to view courses on an external screen that’s connected to your device, please do the following:

    1. Ensure you’re using a cable and accessories (dongle, converter, docks etc) supporting HDCP 1.0 (or above)
    2. Check that the cable is connected to your device correctly and that the cable is not damaged.
    3. If you continue to encounter issues after confirming your cable or the accessories are not causing the problem, please 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.

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  • Troubleshooting: How to Disable Hardware Acceleration on Your Browser

    If you’re encountering video issues while attempting to watch a course on a browser, one of the troubleshooting steps we recommend is to disable hardware acceleration you have installed. This article explains how you can disable hardware acceleration on your browser.

    How to disable hardware acceleration on your browser

    The instructions below outline how to disable hardware acceleration on either a Google Chrome or Firefox browser.

    • Please note: if you encounter any issues disabling the hardware acceleration based on the instructions below, we recommend contacting Google or Firefox directly.

    Disabling hardware acceleration in Google Chrome:

    1. Open Chrome.
    2. Click on the three dots in the upper-right corner to open the menu.
    3. Go to Settings.
    4. On the left side, select System.
    5. Under the System section, toggle the switch for Use hardware acceleration when available to On or Off.
    6. Restart Chrome.

    Disabling hardware acceleration in Firefox:

    1. Open Mozilla Firefox; click on the Firefox menu button and select "Settings".
    2. On the "General" tab, scroll down to "Performance". Make sure the "Use recommended performance settings" checkbox is disabled and disable the "Use hardware acceleration when available" option.
    3. Restart the browser.

    If you are accessing the courses via Safari: 

    Unfortunately, Safari does not allow users to turn hardware acceleration on and off. As noted above, we recommend using Google Chrome as we’ve found it works best to watch Udemy courses. 

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  • Resolving The "Problem With Your System Settings” Video Error

    This article outlines troubleshooting steps you can take if you’re encountering an error notification while viewing courses, which states there is a problem with your system settings.

    How to resolve the  “Problem with your system settings” error

    If you’re encountering the “Problem with your system settings” error notification, please follow the steps below. 

    1. Update your browser to ensure you’re using the latest version.
    2. If you’re on Google Chrome, Mozilla Firefox, or Microsoft Edge, please verify that you are allowing protected content to play on your device. If any of these settings are disabled, then once enabled, clear your browser’s cache once more prior to checking if video content will now load.
      • Learn how Chrome users can manage protected content. You must allow sites to play protected content. If you are using Google Chrome in a Windows environment, you will also need to allow sites to identify your device.
      • Learn how Firefox users can manage protected content. The Widevine Content Decryption Module provided by Google Inc. must be set to ‘Always activate’.
      • Edge users can navigate to edge://settings/content/protectedContent and ensure that both settings for playing protected content and identifiers for protected content are toggled to the ‘On’ position.

    If you're using a supported version of Chrome or Edge, and the above steps don’t resolve the issue, please do the following:

    1. If you’re using Chrome, enter chrome://components/ into the URL bar at the top of your browser. Enter edge://components/ if you’re using Edge.
    2. Next, navigate to Widevine Content Decryption Module.
    3. Update the Widevine Content Decryption Module to ensure you have the latest version.

    widevine.png

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  • Report a Security Vulnerability

    If you've found a security vulnerability on the Udemy site, please report it through HackerOne. Our security team will investigate all legitimate reports and will do their best to fix issues as quickly as possible.

    Bounty Payments

    Our bounty program is designed to reward those who help us maintain a safe Udemy site for all of our users. Udemy will pay a bounty for legitimate, previously unknown reports. All payments will be sent directly through HackerOne.

    In order to receive the bounty reports must:

    • Be an original, previously unreported bug. Known vulnerabilities will not qualify for a reward.
    • Be a vulnerability that allows a user to break into the system, allows a user to violate someone else's accounts, or allows a user to compromise user data
    • Be resolved by our engineers before the reward is provided.

    Please note that Udemy reserves the right to withhold bounty payments if we believe the reporter has taken actions to endanger the security of Udemy’s customers.

    If you are interested in participating in this program, please provide detailed steps to reproduce this vulnerability though hackerone.com/udemy.

     

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  • Why Won't the PDF Load?

    Sometimes, a PDF document will take a while time to load. From the course dashboard, check how many pages is included in the document. If the document has multiple pages it's likely that the large file size is impacting the load time. Try refreshing the page to fix the issue.

    The PDF is Loading as a Grey Screen

    1. Right-click on the grey rectangle.
    2. Click Save As... to download the PDF to your computer.
    3. Manually mark the lecture as complete.

    grey_screen.png

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