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How to Troubleshoot Audio & Video Issues (on a Browser)

If you’re encountering audio or video issues while attempting to watch a course on a browser, this article includes several ways to troubleshoot and resolve these problems. Our support team also refers to the troubleshooting steps in this article when responding to inquiries regarding playback issues. 

Additional resources:

  • Learn more about SPD’s system requirements.
    • Please note that a broadband connection with a minimum speed of 1 Mbps is required to watch a SPD course on your device. 

How to check if your playback environment’s causing the issue

  • To determine whether your device, settings or internet connection may be causing the problem, while accessing SPD on a browser, please do to the following:

    • Check your network configuration.
    • Try watching another lecture or course.

    If you’re able to watch other lectures without any problems, this may indicate there is a technical issue with the original video. Please contact support so our team can investigate further and report the issue.

    If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps below. 

Troubleshooting playback issues on your device’s built-in screen

If you’ve determined the problem is due to an issue with your device’s built-in screen, 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 Spiritual Development online 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 1 Mbps is required to watch a SPD 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 on your browser. 

10. Restart your computer and network devices (modems/switches/routers).

Troubleshooting playback issues on an external screen

External screen connected through a cable: If you’re encountering playback issues while attempting to view courses on an external screen that’s connected to your device through a cable, please do the following:

    1. Ensure you’re using a cable that’s compatible with your device.
    2. Check that the cable is connected to your device correctly and that the cable is not damaged.
    3. If after confirming your cable is not causing the problem, you continue to encounter issues, please also try the troubleshooting steps above for your device’s built in screen (including, turning off any hardware acceleration on your browser).

Encountering audio issues?

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.

Next steps?

If you’re still encountering issues after following the steps above, please contact our support team.

Troubleshooting Login Issues

If you’re having difficulty logging into your SPD account, this section includes troubleshooting steps you can take to resolve common log in issues and resume your learning experience!

Log in issues

Troubleshooting steps for login issues

I don’t remember my password.

If you can’t recall the password for your Udemy account, you can initiate a password reset and log into your account.

I was notified in a SPD email that I have to reset my password. Why?

Our system has a range of different security measures in place to protect your account. If, for any reason these are triggered, the system will automatically ask you to reset your password as a form of account security. 

The email asking you to reset your password will be sent to you via the [email protected] or [email protected] address. 

  • If you haven’t logged in for a while and have received one of these emails in your inbox, please follow the instructions in it to access your account. Once logged in, if you see activity in your account that you didn’t initiate, please contact our Support Team.
  • If you have logged into your SPD account recently and receive one of these emails:
    • Do not clear the cache and cookies on the browser you were using before proceeding with the email’s instructions.
      • There will be specific instructions for resetting your password in the email. Please be sure to follow all of the instructions.
    • If possible, log into SPD from the same browser tab you used to reset your password.

I don’t recall which email address I used to create my account.

If you cannot recall which email address you used to create your account, please contact support team.

The Udemy site is reporting I’ve “exceeded the maximum number of requests per hour”, after I tried to log in. What should I do now?

As a security precaution, if the system detects there have been several, unsuccessful log in attempts, the log in tool will be temporarily disabled. You should be able to log in, after however, by waiting 5 minutes or by initiating a password reset.