• Troubleshooting Video Issues on The Udemy Mobile App

    If you’re encountering audio or video issues while attempting to watch your course with the Udemy mobile app, this article explains various ways to solve these problems. Our support team will also follow this guide when responding to inquiries regarding this. 

    Determine if your environment’s causing the issue

    Try watching another lecture or course to determine whether your mobile device, settings or internet connection may be causing the problem.  If you’re able to watch other lectures without any problems, this indicates there is a technical issue with the original video and not your environment. You can report the issue by clicking here.

    If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps outlined below. 

    Troubleshooting video loading issues (ie: the video keeps loading/buffering, you see a blank screen)

    If you still encounter issues while watching other course videos, then this indicates there’s an issue with your device, settings or internet connection. 

    • Ensure that the device/network connection meets our system requirements and make sure that you update to the latest Udemy app version. 
    • You may be viewing the course with a slow internet connection or a weak cellular signal. Please try the following:
        • Reduce the video streaming quality to play the video in a lower resolution
        • Restart your device and your modem/router if you’re on a WiFi network to see if your internet connection improves
        • Turn mobile data off, wait ten seconds, and then turn it back on
        • Download the course for offline viewing instead of streaming it online

    If you still continue to experience playback issues after trying the steps above, please do the following:

    • Restart the Udemy app
    • Delete the Udemy app from your device and reinstall it. Please be aware that any content you have saved for offline viewing will be removed completely after the app re-installation. You will need to re-download the content once again.

    Troubleshooting playback issues with downloaded lectures

    If you’re encountering playback issues with lectures you’ve downloaded for offline viewing, please try the following:

    • Try downloading another lecture and watching it offline. If you’re able to watch other lectures offline without any problems, this indicates there is likely a technical issue with the original video and not your device. You can report the issue by clicking here.
    • Check to see that the course or lecture was downloaded successfully. Steps on how to download course and lectures on the mobile app can be read in the articles below:
    • Remove the offline content and download the lecture(s) again. While we understand this can be an inconvenience, it may resolve the issue if files in the memory storage are broken or missing.

    If you still continue to experience issues with the downloaded videos, please do the following:

    • Turn on airplane mode for your device and try watching the downloaded lectures. To do so, please close all apps running > check the device's settings > search AirPlane/Flight mode > turn it on.
    • Turn off your internet connection (as well as your mobile data signal) and then try playing the content you’ve downloaded. 
    • Try restarting the Udemy app.
    • Delete the Udemy app from your device and reinstall it. Please note that any offline content you’ve saved from your courses will be removed completely after the app reinstallation. You will need to re-download the content once again.
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  • Missing Mobile App Purchases

    If you've tried purchasing a course using the Udemy mobile app, but are unable to locate it in your account, this article explains the most common reasons why.

    Courses are available for purchase in the Udemy mobile app through the Apple App Store and Google Play. These transactions are processed by Apple and Google Play’s payment systems and not by Udemy's. 

    For tips on how to find missing courses that were not purchased through the Udemy mobile app, please click here.

    Confirm the payment went through

    If you don’t see the course you purchased on the My Courses page, and it’s not located in the Archived section of your account, please do the following:

    1. Check to see if you received a receipt from the Apple App Store  (iOS app) or Google Play (Android app). Please remember to check the email address that is registered for your Apple App Store or Google Play account, It may be different from the email address you have registered for your Udemy account. Be sure to check your junk mail folders.
    2. Check that you received an enrollment confirmation email from Udemy for the course. 
    • If you don’t see a confirmation email, this could indicate that you purchased the course while logged into Udemy with a different email address or that the purchase was not completed (see below).
    • If you did not receive a receipt from Apple or Google Play the payment did not go through. Try purchasing it again on the app, or you can purchase it at Udemy.com. If you see the charge on your bank statement but have not received a receipt, reach out to Apple or Google Play support.
    • If you did receive a receipt, but do not see the course in your account, please contact our support team and attach the receipt you received from Apple or Google Play. Our team needs to review the information in the receipt in order to assist you further.  Steps on how to retrieve your receipt are linked below:

    Google Play authorization requests

    If you tried to purchase a course through the Android app and see a charge in your banking information, but you did not receive an email receipt, it is likely an authorization request. The payment processor initiates authorization requests to verify the bank will allow it to be authorized. 

    • Authorization requests are not actual charges and will be reversed after the payment processor gets a response from your bank. This process generally takes 1- 14 business days. If the charges do not clear within this timeframe please contact your bank or Google Play

    Incorrect email address for Udemy account

    If the purchase is showing in your banking information and you received a receipt from Apple or Google Play, but you haven’t received a confirmation email from Udemy, you may have entered your email address incorrectly when you created your Udemy account. As a result, our system would attempt sending the confirmation email to that address, instead of the correct one. 

    Please contact our support team by clicking here, and provide the information that’s requested in the form.

    “Pending” Apple purchases 

    If the course was purchased through the iOS app and you don’t see the course in your account, please check the status of your transaction and see if it is "Pending". This means the course has not been delivered to your account yet, since Apple's payment system is still processing the transaction. 

    • If it is "Pending", it may take between 24 - 48 hours for the course to be delivered to your account. If you no longer see "Pending" status for the Apple purchase, but you do not have your course in your account, please forward us a screenshot/email of your App Store receipt. This will help us get the course up-and-running for you.

    Apple_pending.png

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  • How to Troubleshoot Downloading Issues on The Udemy App

    This article explains how to fix some of the more common issues related to downloading courses and lectures on the Udemy mobile app. Steps on how to download course and lectures on the mobile app can be read in the articles below: 

    Before doing any of the steps below, please be sure you’re using the latest version of the Udemy mobile app. 

    The video download is taking too long 

    Test your internet connection speed to see if this could be why the videos are taking too long to download. If the internet speed is low (less than 5 Mbps) then please try the following:

    • Lower the video download quality of the lecture so the file size for the download is smaller.
    • If the course includes multiple, long lectures, try downloading individual lectures or sections instead of the entire course at once.
    • Keep the app open and in the foreground so the downloading finishes more quickly.
    • Try downloading the courses at a time when your internet connection is stronger.
    • Restart your modem/router to see if your internet connection improves.

    If you’re still encountering issues downloading the video, and your internet connection is strong, then please try these steps:

    • Cancel all downloads in progress and then restart the app to download the content again.
    • Check to see if you have enabled download over WiFi only (see below).
    • Delete the Udemy app from the home screen and then reinstall it on your device. Please note that any offline content you’ve saved from your courses will be removed completely after the app reinstallation. You will need to re-download the content once again

    The lecture cannot be downloaded

    In some cases, you will not see a download icon for certain lectures on the course curriculum, as not all lectures can be downloaded. For instance, quizzes cannot be downloaded for offline viewing.

    downloaded.png

    Accessing non-video downloads

    If you downloaded a non-video file lecture (a PDF lecture, for example), the file is downloaded to your device's storage. Instead of accessing it from the Udemy app, please open your device's Downloads folder. 

    Locating downloaded files in your device’s internal storage

    Due to piracy concerns the downloaded files are encrypted, and as a result, you can only access the video lecture within the app itself and not in your device’s internal storage.

    Downloading over wifi only is enabled

    If you're using your mobile data network rather than Wi-Fi to download the course, please make sure that the download via Wi-Fi only setting is unchecked. You can do this by going into the Download options page on the Android app, or the Download options page on the iOS device.

    If you're using the Android app, you can navigate to the Account page by tapping the menu icon that appears at the upper-left corner of the Featured or My Courses screen. Then, choose Download options under the Video preferences section and toggle the Download over Wi-Fi only off.

    android_download_options.png

    If you're using the iOS app, you can navigate to Download options by clicking the Account icon at the bottom right of the My Courses, Wishlist, Featured or Search screen.

    download_only_Wi-Fi.png

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  • Unrecognized Lecture Format

    If you see this message while taking a course on the Udemy app, it means that the lecture you're trying to view is a file type that is not supported by iOS. This happens most often in our programming courses. For example, if an instructor uploads a Python file (.py) as a lecture, the file will not be available on the app.

    To view this lecture, please sign in to Udemy from your computer.
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