Students Unable to Access Certain Lessons - Black Screen Issue

Iremezgi
Iremezgi Posts: 2 rookie rank
in Audio and video solutions

Hi everyone,

Some of my students have reached out to me about being unable to access certain lessons in my course. They encounter a black screen, and since they cannot watch these videos, they are unable to progress to subsequent lessons. Interestingly, the affected videos vary for each student.

From my end, I’ve checked these lessons, and everything seems fine technically. There are no visible issues with the videos or their upload. I’ve also gone through Udemy's support articles about Video Troubleshooting and tried to guide the students accordingly, but the problem persists.

Has anyone else experienced a similar issue or found a solution for it? Any suggestions or insights would be greatly appreciated.

Thank you in advance for your help!

Answers

  • MarinaT
    MarinaT Posts: 2,349 Udemy rank

    Hi @Iremezgi,

    Thank you for your post, and I’m sorry to hear that some of your students are experiencing video playback issues, such as a black screen.

    Since you’ve already guided them through the video troubleshooting steps, the best next step is for them to contact our student support team directly. The support team will investigate further and keep your students updated.

    Please share this link with your students and have them click on "Contact Us" on the right-hand side. Our chatbot will guide them through a few questions before creating a support ticket.

    If there's anything else I can assist you with, please don't hesitate to let me know.

  • MarkThompson
    MarkThompson Posts: 3 researcher rank

    I am also having students reporting this issue. Was this ever resolved? Many thanks. Mark

  • 590172
    590172 Posts: 1 observer rank

    It sounds like a video playback issue that could be caused by different factors on the students' end. Here are some troubleshooting steps to help resolve it:

    1. Ask Students to Try Basic Fixes

    • Clear Browser Cache & Cookies
    • Try a Different Browser (Chrome, Firefox, Edge, Safari)
    • Disable Browser Extensions (AdBlock, Privacy Blockers, etc.)
    • Ensure Their Internet Speed is Stable
    • Try Incognito/Private Mode

    2. Check Udemy’s Video Player Settings

    • Ask students to lower the video quality (e.g., from 1080p to 720p or 480p).
    • Ensure auto-play restrictions are not affecting playback.

    3. Device & Network Checks

    • If possible, test on another device (PC, tablet, mobile).
    • If they’re using a work/school network, firewall restrictions might be blocking Udemy’s videos. They can try using a different Wi-Fi or mobile data.

    4. Udemy’s Content Delivery Issues

    Since different students are experiencing different missing videos, this could be a CDN (Content Delivery Network) issue. You may want to reach out to Udemy Support and ask if they’ve received similar reports.

    5. Provide an Alternative Access Solution

    If the issue persists, you could:

    • Temporarily upload the affected videos to an unlisted YouTube/Vimeo link and share with the students.
    • Ask Udemy’s support if re-uploading the affected videos might help.

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