Troubleshooting - General

  • Course Help on Udemy Business: Frequently Asked Questions

    This article includes frequently asked questions regarding the course-taking experience and who learners should contact if they have a question or issue with their course

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    Troubleshooting course issues

    Frequently asked questions

    Troubleshooting course issues

    Who do I contact for a question or issue with a course? 

    As courses are owned and managed by the instructors themselves, we recommend contacting the instructor directly for the questions outlined below. They are the best prepared to resolve your issue or answer your question so you can resume your learning. 

    Please note: Depending on your organization’s settings, the features to contact the instructor may be disabled. If this is the case, please contact your account’s administrator for additional information or assistance.

    If the feature is enabled, you can ask the following question to your course instructor. If not, please contact your account administrator for additional assistance.

    • Questions regarding course content or materials, including applications, software or other products required for the course.
    • Questions or problems with the answers or information in a curriculum item like quizzes, coding exercises, practice tests, or assignments (which may be preventing you from completing the curriculum item).
    • Audio or video issues with a specific course or course lectures (see below for more information)
    • Problems opening external links or websites (outside of Udemy Business) that are included in the course materials.
    • Problems with downloaded course resources and files (PDFs, spreadsheets, file formats)
    • Subtitle requests in different languages (see below for more information)
    • Requests for changes to course content or materials

    Who do I contact for audio, video, and website issues?

    If you are having a technical issue with your course, please review other sections on other courses to determine whether the issue is occurring in a single course or across multiple courses. 

    Single issue: If you are experiencing issues with a single course, lecture or course feature, this could indicate you are experiencing an issue specific to that course. Depending on your organization’s settings, we recommend contacting the instructor or your account administrator for assistance. 

    Recurring issue: If the issue is taking place across multiple courses, please review the following resources to troubleshoot your issues:

    Frequently asked questions

    I haven't received a response to a question in my course.

    If you’ve posted a question for your instructor and haven’t received a response yet, we encourage you to review if the instructor has posted their availability in the Q&A and when you can expect an answer before you follow-up. 

    Please note: Depending on your organization’s settings, the features to contact the instructor may be disabled. If this is the case, please contact your account’s administrator for additional information or assistance.

    While Udemy Business Support is equipped to address a broad range of technical issues and questions about our platform, we are not able to directly address questions related to individual courses or the course materials.

    Courses are owned and managed by the instructors, and as a result, they are best prepared to answer your questions. Given this, Udemy Business does not have any control regarding response time.

    My course has outdated information or resources.

    As courses are owned and managed by the instructors, we recommend contacting them to inquire about the outdated materials. As noted, our team is equipped to address technical issues and questions regarding our platform and are not able to answer specific questions regarding course content.

    There may also be another course in Udemy Business Collection to suit your current learning needs. Learn how to search for courses in the Udemy Business collection.

    Will I receive accreditation upon completion?

    Udemy Business is not an accredited institution. While certificates demonstrate skills and accomplishments, these solely provide proof that you have completed a course on Udemy Business. These certificates cannot be used for formal accreditation.

    Udemy Business also offers a certification preparation feature, which you can learn more, which helps you easily find content relating to third-party certification exams.

    If a course mentions accreditation beyond this feature, we recommend getting in touch with your instructor for further information. 

    My course does not have subtitles in my language

    Please be aware that not all courses have subtitles available in every language. 

    If the instructor has also uploaded subtitles to their course, the languages for the subtitles will be indicated on the course landing page. If you wish to have subtitles in a particular language, we recommend sharing this request with your course instructor.

    Please note: If you identify as deaf or hard of hearing, and require subtitles to take the course, please contact Udemy Business Support by clicking Contact Us.  We will do our best to accommodate these requests.

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  • Udemy’s Response to the Spring Framework Vulnerability

    Recently, security researchers identified three remote code execution (RCE) vulnerabilities related to the Spring Framework (CVE-2022-22965, CVE-2022-22963, CVE-2022-22947). In addition, there is a fourth DoS vulnerability with Spring that has medium criticality, CVE-2022-22950.

    Since these issues were first discovered, Udemy’s Security team has been working diligently to review and protect Udemy’s systems. At this point, there are no indicators that these vulnerabilities have negatively affected any company or personal data.

    For high-risk, high-impact vulnerabilities such as these, our teams take a number of immediate steps, including testing to confirm levels of vulnerability, restricting network connections, and applying software or system updates or workarounds where necessary. Our Security and Engineering teams will monitor our environment, critical sub-processors, and vendors for instances of these vulnerabilities, attempted attacks, and notices from our contracted third parties.

    As we obtain additional information, we will provide updates through this page. Our Security team is working diligently to ensure our systems are safeguarded as security researchers’ recommendations evolve, so we’re currently unable to provide custom responses. For detailed information on our response approach, please refer to the frequently asked questions below. 

    Have you updated to a safer version of Spring Framework?

    In each case where vulnerable versions of Spring Framework or related offerings were previously in use, we undertake careful remediation efforts, such as upgrading to a recommended newer version or implementing recommended workarounds. We have also adjusted our layered defenses to protect our systems more globally.

    When will the remediation be complete?

    Udemy’s Security team is monitoring recommendations from security experts and vendors as the Spring Framework vulnerabilities attack patterns evolve, and our remediation and mitigation efforts will continue as these recommendations are shared.  

    Has customer data been compromised?

    At this point, there are no indicators that this vulnerability has negatively affected any company or personal data. 

    Are you asking third-party vendors used in your environment about the impact of Spring Framework on them?

    Udemy has reached out to key Udemy Business subprocessors, and we apply updates to tooling as our vendors release them. 

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  • Allowlisting Udemy Business Features

    If your users access their Udemy Business accounts through your company’s network, your organization’s IT may need to allowlist several domains and subdomains to ensure some features operate correctly. 

    This article outlines which domains and subdomains may need to be allowlisted for certain, Udemy Business features.

    Note: It is important to allowlist these domains as seen with the wildcard DNS records, so that any potential changes to Udemy subdomains will not cause a disruption in operation of any related Udemy Business features.

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    Allowlisting content (video streaming)

    If your users experience significantly degraded performance (i.e., playback delays) while streaming videos and viewing content through your company’s network, the video streaming domain Udemy Business utilizes should be allowlisted.

    To ensure your users can view Udemy Business content without any issues, please have your organizations’ IT allowlist the following video streaming domain on your network firewalls/gateways: *.udemycdn.com.

    Still encountering streaming issues? If the problem persists after your organization’s IT has allowlisted this domain, please advise your users still encountering the issue to reach out to Udemy Business Support and have them provide our team a HAR file. The information in the HAR file will help our engineers in determining what the issue is so they can start working on a resolution.

    Allowlisting content (practice tests and coding exercises)

    To ensure your learners can complete Udemy Business courses that contain coding exercises or practice tests, please have your organization's IT allowlist the following domains.

    • *.pusherapp.com
    • *.pusher.com

    Allowlisting emails

    If your company's firewalls are generally restrictive (certain commonly used sites are blocked), you will need to allowlist the following email sending domains and all of their subdomains from Udemy for Business to ensure the delivery of invitation, password reset, and other important emails.

    • a) *.udemy.com 
    • b) *.udemymail.com

    Important: please be sure to verify with your email service provider what the correct method is for allowlisting all subdomains on a given domain, as this can vary by provider. If the subdomains aren’t allowlisted properly, then the delivery of emails from Udemy Business from these domains may be blocked.

    Allowlisting report downloads

    If your company's firewalls are generally restrictive (certain commonly used sites are blocked), you will need to allowlist the following site to ensure reports can be downloaded successfully.

    • *amazon.com

    Allowlisting labs and workspaces (Udemy Business Pro users)

    Udemy Business Pro users who access Udemy Business from inside their company's network, will need their organization's IT to allowlist the following domains to ensure workspaces and labs work correctly.

    • *.udemy.com
    • *.udemycdn.com
    • *.udemylabs.com
    • *.vocareum.com
    • *.amazon.com

    Allowlist entries for Azure

    Allowlist entries that Microsoft recommends for Azure can be reviewed in this Microsoft resource.

    Allowlist Network Ports

    Udemy Business uses HTTPS only. HTTPS/port 443 is required for Udemy Business web and mobile applications.

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  • Udemy’s Response to the Log4J Vulnerability

    Recently, security researchers identified a remote code execution (RCE) vulnerability (CVE-2021-44228) affecting Apache’s Log4J tool, a Java-based logging utility used by a wide variety of software providers.

    Since this issue was first discovered, Udemy’s Security team has been working diligently to review and protect Udemy’s systems. At this point, there are no indicators that this vulnerability has negatively affected any company or personal data. We continue to investigate the impact of this vulnerability across our infrastructure and applications. 

    For high-risk, high-impact vulnerabilities such as this, our teams take a number of immediate steps, including testing to confirm levels of vulnerability, restricting network connections, and applying software or system updates or workarounds where necessary. Our Security and Engineering teams will monitor our environment, critical sub-processors, and vendors for instances of this vulnerability, attempted attacks, and notices from our contracted third parties.

    As we obtain additional information, we will provide updates through this page. Our Security team is working diligently to ensure our systems are safeguarded as security researchers’ recommendations evolve, so we’re currently unable to provide custom responses. For detailed information on our response approach, please refer to the frequently asked questions below. 

    Have you updated to a safer version of Log4J (2.0-2.14.1) ?

    In each case where vulnerable versions of Log4J were previously in use, we have undertaken careful remediation efforts, such as upgrading to a recommended newer version or implementing recommended workarounds. We have also adjusted our layered defenses (e.g., adding additional restrictions on inbound and outbound network connections) to protect our systems more globally.

    When will the remediation be complete?

    Udemy’s Security team is monitoring recommendations from security experts and vendors as the Log4J vulnerability attack patterns evolve, and our remediation and mitigation efforts will continue as these recommendations are shared.  

    Has customer data been compromised?

    At this point, there are no indicators that this vulnerability has negatively affected any company or personal data. 

    Are you asking third-party vendors used in your environment about the impact of Log4J on them?

    Udemy has reached out to vendors, and has applied updates to tooling as our vendors release them. We are also monitoring aggregated lists from security experts to ensure we respond to other recommended security mitigations on a tool-by-tool basis. 

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  • Log in Issues

    If your users are unable to log in after being invited into your Udemy Business account, first have them reset their password. If that does not work, ask the affected user to submit a support ticket, and a member of our Support Team will respond within 24 hours.

    If you have set up Single Sign On (SSO) for Udemy Business, please contact your organization’s IT department to ensure users have been given access to Udemy Business via your SSO provider.

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

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