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videos not playing

RonErez

I am receiving multiple complaints as follows. However both for me an Udemy support the videos are playing :

I received this one week ago:

""the section 7, 71 video is not playing""

And this today:

""Hello sir,

I have already paid for the course, but I am currently unable to access it. The course is not showing in my account, and I cannot open or continue it.

Could you please check this issue and help me regain access to the course as soon as possible?

Thank you for your assistance.

Best regards,
"

"Hello sir, I am sending this message regarding the issue faced in the deep dive iOS and swiftful 6 90 hour project based course in it I have reached till section 7 and in that video 71 and 75 are not playing and maybe there are more videos not playing . So please handle this issue sir. Hope you'll do the needful soon."

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Accepted answers

Bessy

Hi @RonErez, thank you for your post, and I’m sorry for any trouble your learners are experiencing.

In this case, the best course of action is to ask the learners to contact our Learner Support team directly. The video playback issue could be related to the mobile app, a specific browser, or another device-specific environment.

Regarding the learner who cannot find the course in their account, this may be a separate issue that our support team will need to investigate. It is quite common for learners to accidentally create multiple accounts with different email addresses, meaning they might be logged into an account where the course wasn't purchased.

Our team will be able to look up their details and get both issues sorted out for them.

Best regards,

All comments

Bessy

Hi @RonErez, thank you for your post, and I’m sorry for any trouble your learners are experiencing.

Our team will be able to look up their details and get both issues sorted out for them.

Best regards,

RonErez

Hi @Bessy

Thanks! I am concerned that two students already complained about the video playback issue and indeed I told them to contact support. Regarding the student who could not access his account. Support recommended that he login and logout and that he contact them.

I explained to the students that I do not have control over the technical aspects of the course.

Best,

Ron

KylePew

Yup. This has been happening for a few weeks for me. Some students are reporting playback issues. I've reached out to Udemy support and have been told the issue has been resolved

KylePew

I've been getting feedback from students on video playback issues for the past month. Udemy support states the issue has been resolved but still getting reports from students the issue is still there. Not everyone, but a few to make me question what is happening.

RonErez

Thanks for letting me know. It seems like the issue has not been resolved. In many cases support has told me they cannot reproduce a certain issue and the problem is on my side (for example with previews not playing). I do hope the issues are eventually resolved. I'm afraid students will ask for a refund if they cannot properly watch the course they paid for.