• 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 5 Mbps is required to watch a Udemy course on your device.  Review the rest of our system requirements.

    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 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 (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

    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 so that the version number is 4.10.2198.0 or greater (and, or, the status reads it’s up-to-date). 

    widevinew_decryption_module.png

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