If you’re encountering audio or video issues while attempting to watch a course on a browser, this article explains various ways to troubleshoot these problems. Our Support Team will also follow this guide when responding to inquiries regarding video playback.
- A broadband connection with a minimum speed of 5 Mbps is required to watch a Udemy Business course on your device. Review the rest of our system requirements.
- If you're unable to update or modify any settings in your browser, please contact your IT department.
- Leadership Academy learners: Encountering video playback issues on our cohort learning platform? 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 Business on a browser, please do to the following:
- Check your network configuration by using Udemy’s system check and follow any troubleshooting steps that are recommended. Please note that the system check is hosted on Udemy.com and externally from your Udemy Business account. You do not need to create a Udemy marketplace account in order to use the tool.
- Try watching another lecture or course.
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 applicable 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.
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 on your browser. Note: We recommend consulting with your organization’s IT department prior to doing so.
10. Restart your computer and network devices (modems/switches/routers).
Troubleshooting playback issues on an external screen
External screen connected to your device through a cable:
- 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 follow the troubleshooting steps above for your device’s built in screen.
External screen connected via a remote desktop client:
Follow the troubleshooting steps outlined for playback issues with your device’s built-in screen, including, turning off any hardware acceleration on your browser.
Note: Please consult with your organization’s IT department prior to disabling your browser’s hardware acceleration, and afterwards, if you continue to encounter issues.
Connected to a docking station:
Udemy Business does not support video playback on externally connected monitors via docking stations.
However, we have found that video playback should function when plugging in a connector cord, such as an HDMI cable, directly from the monitor to your device. For example, without the use of ports or docking stations. In some cases, disabling hardware acceleration in the browser might resolve the issue.
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.