• Troubleshooting Login Issues

    If you’re having difficulty logging into your Udemy account, this article includes troubleshooting steps you can take to resolve common log in issues and resume your learning experience!

    Log in issues

    Troubleshooting steps for login issues

    I don’t remember my password.

    If you can’t recall the password for your Udemy account, you can initiate a password reset and log into your account.

    I’m having trouble logging in with multi-factor authentication (MFA).

    Review how to resolve common issues regarding Udemy’s multi-factor authentication (MFA) feature.

    I was notified in a Udemy email that I have to reset my password. Why?

    Our system has a range of different security measures in place to protect your account. If, for any reason these are triggered, the system will automatically ask you to reset your password as a form of account security. 

    The email asking you to reset your password will be sent to you via the no-reply@e.udemymail.com address. 

    • If you haven’t logged in for a while and have received one of these emails in your inbox, please follow the instructions in it to access your account. Once logged in, if you see activity in your account that you didn't initiate, please contact Udemy Support.
    • If you have logged into your Udemy account recently and receive one of these emails:
      • Do not clear the cache and cookies on the browser you were using before proceeding with the email’s instructions.
        • There will be specific instructions for resetting your password in the email. Please be sure to follow all of the instructions.
      • If possible, log into Udemy from the same browser tab you used to reset your password.

    Why am I being told my account doesn’t have a “usable password”, after I reset my password?

    This does not mean there’s something wrong with the password you set. As noted above, a range of different security measures are in place to protect your account. If after resetting your password, you see a notification indicating your account does not have a usable password, this could indicate the detection of unusual activity. 

    If you’re encountering a notification stating your account doesn’t have a “usable password”, please do the following:

    1. Check your inbox for an email from our team indicating your account is in safe mode. If there are multiple emails with the same message, please open the most recent one.
    2. Do not clear your browser cache or cookies before proceeding.
    3. Wait 10 minutes and proceed with the instructions outlined in the most recent email from our team. There will be specific instructions for resetting your password in the email. Please be sure to follow all of the instructions.
    4. Then, if possible, log into Udemy from the same browser tab you used to reset your password.

    The Udemy site is reporting I’ve “exceeded the maximum number of requests per hour”, after I tried to log in. What should I do now?

    As a security precaution, if the system detects there have been several, unsuccessful log in attempts, the log in tool will be temporarily disabled. You should be able to log in, however, by initiating a password reset.

    exceeded_log_in_attempts.png

    Why am I seeing “There was a problem logging in. Check your email and password or create an account”?

    This error sign indicates our system cannot find an account with login credentials that match the password and email address that have been entered. If you have signed up for Udemy before, and have an active account, please try the following:

    1. Initiate a password reset with the email address you believe is registered for your Udemy account.
    2. If you can’t recall which email address you used to sign up, please try the troubleshooting steps below to determine what email address is registered in your account.

    I don’t recall which email address I used to create my account.

    Learn how you can check which email address is registered to your Udemy account.

    I’m having trouble logging in using the Apple, Google or Facebook options

    In order to log into your Udemy account, you will need to use the same method you used to sign up. Review how to log in with the Apple, Google or Facebook options.

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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:

    • 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:

    1. Ensure you’re using a cable that’s compatible with your device.
    2. Check that the cable is connected to your device correctly and that the cable is not damaged.
    3. 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.

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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 Google Chrome.
    2. Click Chrome > Preferences.
    3. Click on "Systems" on the left-hand side to find hardware acceleration. The hardware acceleration option may be referred to as “graphics acceleration”. 
    4. Uncheck "Use hardware acceleration when available" or “Use graphics acceleration when available” and restart Google 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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