Troubleshooting

This article includes troubleshooting steps admins can take if they’re encountering issues while performing administrative tasks within a Udemy for Business account. 

For example, a page may fail to load correctly, or errors might occur when taking actions in the account (i.e., inviting a user or exporting a data report). The issue could be related to the browser, operating system, or network.

Troubleshooting steps for admin issues

If you’re an admin for your Udemy for Business account, and you’re encountering issues while trying to do administrative tasks in it, please try the troubleshooting steps below. We recommend searching online for instructions on how to complete these steps for your specific device and browser.

1. Check that your device’s browser and operating system meet the Udemy for Business System Requirements.
2. Access your account in a different browser. If the problem doesn’t occur, the issue is likely isolated to the first browser. If you contact us, let us know which browsers you tried.
3. Login to your account from a private or incognito window. An incognito window will turn off extensions and add-ons that may interfere with Udemy for Business. If private browsing fixes the problem, continue following the steps below to resolve the issue for your browser.
4. Try to clear your cache and cookies. Be sure to restart your browser before trying again.
5. Disable browser extensions that might be interfering with your site.
6. If you have other devices or connections available, such as another computer or wireless network, try logging in to your Udemy for Business account from that device or network if permitted by your company. If you don't have the same problem, the issue may be related to the first device or network.

If you’ve tried all of the steps above and you’re still having trouble, please contact us. 

Please be sure to provide a screenshot or screencast of the issue, and let us know which steps above you’ve tried, as doing so could help our team find a resolution for you quicker. 

If your users access the Udemy for Business site from inside the company's network, and they experience significantly degraded performance (i.e., playback delays) while streaming videos and viewing content, the video streaming domain Udemy for Business utilizes should be allowlisted.

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

If the issue persists after your organization’s IT has allowlisted these domains, please advise your users still encountering the issue to reach out to Udemy for 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.

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

• a) udemy.com 
• b) udemymail.com

To learn how to invite users, please visit this article.

If your users are not receiving email invitations to join your account, please have them check their spam folders. If they still do not receive any invitation emails, please have your IT team allowlist the udemy email address to ensure proper delivery of our emails. More info here.

If users were invited, but didn’t receive the invitation email, they can still create an account by going to your company’s custom Udemy for Business URL (i.e. company.udemy.com) and entering their name and email, and creating a password.