• SSO Login Troubleshooting

    In this article we will describe possible reasons why you’re having issues accessing your Udemy Business account, via a single sign-on login (SSO). 

    There could be a couple of reasons why you’re seeing an error message when logging in through SSO: 

    • You were not assigned access to Udemy Business by your administrator.
    • There is some sort of technical problem.

    Access Authorization 

    Users who are assigned access to Udemy Business are either invited via an email invitation, or are given instructions to join via Sign Sign On (SSO). If you haven’t received an invitation to Udemy Business, please contact your company’s learning manager.

    Technical Problems on Android Devices

    If you are having any difficulty accessing the Udemy Business mobile app, or your Udemy Business account from a mobile web browser, please set Google Chrome as the default browser on your device to see if that resolves the issue.

    To set Chrome as the default browser please follow the steps outlined here. Once you do that, try to access your account via SSO once more. If you are still unable to login, please reach out to our Support Team for further assistance.

    Technical Problems

    If you’re experiencing technical problems, however, please contact Udemy Business Support. When you contact the Support Team, please include a screenshot of the error message you are seeing.

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  • I Have a Login Issue

    This article will guide you through troubleshooting login issues for your Udemy Business account. 

    Logging in with email and password

    If you are having trouble logging in with your credentials, follow the steps here to try resetting your password. We recommend doing so from an incognito or private browsing window to avoid any caching or extension related issues. If you aren’t receiving the email, be sure to check your junk or spam folder.

    If your company's firewalls are generally restrictive (certain, commonly used sites are blocked), your organization’s IT team will need to allowlist the following emails from Udemy Business to ensure operation of the password reset function. Learn more about allowlisting the email sending domains and subdomains for Udemy Business.

    Logging in with single sign-on (SSO)

    If your company has enabled single sign-on (SSO) you can access your Udemy Business account via your SSO provider (e.g. Okta, OneLogin, etc). Alternatively, you can navigate to your company’s custom URL (i.e., {yourcompany}.udemy.com) and follow the prompts.

    If you receive any error message when attempting to log in via SSO, please contact your IT department to ensure that you have been provisioned access to Udemy Business.

    Additional assistance

    If you continue to have any issues with logging in to your Udemy Business account, please contact us.

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  • Video Playback Issues

    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. 

    Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a Udemy course on your device. The rest of our system requirements are listed in this Help Center article.

    Troubleshooting issues with your course playing environment

    If you’re encountering playback issues with video lectures, 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 5Mbit or 800kbps 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 (in Firefox or on Windows). 
    10. 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.
    11. Restart your computer and network devices (modems/switches/routers).
    12. In the interim, try watching it offline on the mobile app.

    Are you encountering a “Problem with your system settings” error notification?

    If you’re encountering an error notification while viewing courses, which states there is a problem with your system settings, please try the troubleshooting steps below.

    Note: depending on your device settings and permissions, you may need to contact your organization’s IT team for assistance.

    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.
         a. 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.
         b. Learn how Firefox users can manage protected content. The Widevine Content Decryption Module provided by Google Inc. must be set to ‘Always activate’.
         c. 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 (please see the image below).
      edge_protected_content.png
    3. If you’re using Google Chrome 90 or above and the above steps don’t resolve the issue, please enter chrome://components/ into the URL bar at the top of your browser.
    4. Next, navigate to Widevine Content Decryption Module.
    5. Update the Widevine Content Decryption Module so that the version number is 4.10.2198.0 or greater (and, or, the status reads it’s up-to-date).

    widevine_update-1.png

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