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Knowledgebase
LockDown Browser for Windows version 2.0.7.08 and higher now offers a built-in Kurzweil ReadTheWeb extension. Students will need a valid Kurzweil account in order to take advantage of this feature.  This extension includes the "read web page," "move curso...
Respondus Support is available via a ticket-based system from 5 am to 6 pm U.S. Pacific Time (8am to 9pm U.S. Eastern Time) Monday to Friday, excluding U.S. holidays. Weekend support has more limited hours, adjusted by ticket volume.  
If your iPad is locked up, we recommend you perform a hard shut down. To do this, hold down the Home and the power buttons simultaneously for 20-30 seconds. If using an iPad Pro, follow the steps provided by Apple, found here: https://support.apple.com/en...
If you experience an error that reads "your face isn't showing clearly in the video," it may be related to the available memory on your computer.  A computer that is running multiple applications simultaneously can experience a reduction in the availabl...
If you are using a Chromebook to take a quiz in your Canvas environment, and get taken to a page that says "Respondus LockDown Browser Required," this means one of the following is true: 1) That you might not yet have installed the LockDown Browser Chrom...
Cookies and Cache saved in your Chrome browser can sometimes cause interference when using LockDown Browser for Chromebook.  We recommend you do the following: 1) Clear out problematic cookies using the built-in utility found in LockDown Browser for Chro...
If you are receiving the above error when either opening the LockDown Browser Dashboard LTI tool, or running the integration test for your Respondus Server profile, you should first check to see if the relevant developer key is installed and enabled. To ...
The first time you submit a ticket to Respondus Technical Support, you should receive an email from us which contains login credentials to the Respondus Support helpdesk. Example: *************************** This email is confirmation that you are n...
If you receive an error while using LockDown Browser for Mac that is similar to the one shown above, it is because you are using an older version of Mac OS X, with an expired certificate. The only way to resolve this problem is to upgrade your OS X to ma...
If you encounter the above error when attempting to install LockDown Browser on a Mac, please review this article: https://support.respondus.com/support/index.php?/Knowledgebase/Article/View/89 [https://support.respondus.com/support/index.php?/Knowledgeba...
This error indicates there is either a problem with the exam's title, the exam's settings, or possibly with the navigational route the student is taking to the exam. * The instructor should open the LockDown Browser Dashboard tool for the course and ensu...
The above error indicates the the exam's LockDown Browser settings could not be detected. For Canvas users, this may be due to you not letting each page fully load before clicking on the "Take Quiz" button.   The open tab in LockDown Browser contains a ...
Operating System Windows 10, 8.1 (May continue to run in older operating systems that have reached “end-of-life” but user may encounter unexpected results.) Memory 32 MB RAM minimum Hard Disk Space 10 MB of free local drive disk space for program fil...
If the LockDown Browser Dashboard will open for some courses, but not others, it may be caused by one of the following: * there is an unacceptable symbol in the course title. * there is an unacceptable symbol in one of the quiz titles. You need to check...
A Chromebook extension for LockDown Browser is available for exams delivered in Canvas, Blackboard Learn, D2L Brightspace, Schoology and Moodle.  This solution is for student-owned and also managed devices. THE SERVER PROFILE SETTING The LockDown Browser...
If either of the above messages is received when starting LockDown Browser for Mac, it indicates that Siri has been detected as running on the computer. As Siri is not permitted to run during a LockDown Browser session, it will be necessary for you to cli...
If you have upgraded to OS X 10.14.1 or newer and are using LockDown Browser for the first time,  you will likely need to manually grant LockDown Browser permission to access your camera and microphone. To do this, on your Mac go to: System Preferences >...
When starting your Respondus Monitor exam on your computer, you might encounter a problem connecting to the Respondus Media Server. A variation of this same problem might produce an error that says: "STOP. We're unable to connect to our media servers ...
If you encounter any of the above "spinning wheel" errors (and blanked out frame where your webcam image should be), it's because another program, background process, or privacy setting on your computer is preventing LockDown Browser from activating your ...
If your webcam is not detected at some point during the pre-exam webcam check, and you see the below message, it is likely caused by 3rd party anti-virus software that is installed on your computer. It's also possible that you aren't seeing the below mess...
The above errors typically occur because of one of the following: 1) The course is a copy, and the instructor did not open the LDB Dashboard once before students began taking exams. 2) The course is not a copy, but the quiz in question was migrated into ...
The above errors indicate that LockDown Browser cannot retrieve the necessary settings in order for you to begin your exam. THE FIRST THING TO DO IS TO ASK YOUR INSTRUCTOR TO "OPEN THE LOCKDOWN BROWSER DASHBOARD FOR THE COURSE". The error is often cause...
A Chromebook extension for LockDown Browser is available for exams delivered in Canvas, Blackboard Learn, D2L Brightspace, Schoology and Moodle.  This solution is for student-owned and also managed devices. The LockDown Browser Chromebook extension also s...
1. To use ChromeOS dictation with Respondus LockDown Browser, it must first be enabled: * At the bottom right, select the time. Or press ALT + SHIFT + S. * Select Settings . * At the bottom, select ADVANCED. * In the "Accessibility" section, sele...
If a necessary permission is not first set, the above error can occur in D2L when attempting to select "Class Results" or "Exam Stats" via the LockDown Browser Dashboard LTI tool. To correct the problem, please edit the permissions for your Instructor ro...
The "Error 0" message indicates a problematic connection to our server at: smc-service-cloud.respondus2.com. LockDown Browser is attempting to get information about the exam, but is unable to because the Chromebook is not permitting you to connect to tha...
The above error is typically caused by the student using the wrong URL to log in to your Learning Management System.  LockDown Browser for Chromebook requires that you use the exact same URL that is specified in your institution's Respondus server profile...
If you encounter the above message when trying to download the LockDown Browser for Chromebook extension, this means either your institution is not currently allowing the use of Chromebooks for LockDown Browser-required exams, or the URL you've entered in...
If your have the LockDown Browser for Chromebook extension installed but encounter the above message, this means that your institution is not currently allowing the use of Chromebooks for LockDown Browser-required exams. Please contact your institution's...
1) At the bottom right, select the time 2) Select SETTINGS  > Advanced 3) In the "Languages and inputs" section, select INPUTS. 4) Select the "ADD INPUT METHODS" button 5) Search and select the desired language, then select "ADD" 6) Select the desire...
If you're trying to take a LockDown Browser-required exam on a Chromebook, and you cannot move past the Blackboard password page, this typically means one of two things is true: * You haven't yet installed the LockDown Browser for Chromebook extension. *...
If you are trying to take an exam in your Moodle environment, and you encounter an error that reads "Google Chrome OS can't open this page," this means one or more of the following is likely true: * The LockDown Browser Moodle extension that is installed...
If you encounter the above error when using a Chromebook to take a LockDown Browser-required exam, please do the following: STEP 1: Ensure the extension is both installed and enabled: a) Enter the following in the URL address bar in Chrome: Chrome://ex...
The following is a list of Respondus LockDown Browser keyboard shortcuts for Windows and macOS that may assist students with disabilities. Although many of the below shortcuts work within standard web browsers, some are unique to Respondus LockDown Browse...
Yes LockDown Browser is part of the Windows Compatibility Program at Microsoft.  Each pre-release of Windows is tested with LockDown Browser by Microsoft allowing Respondus to address any issues found before the Windows release is publicly available.
The VoiceOver accessibility feature works with the Mac version of LockDown Browser. However, there are some differences in the way that VoiceOver functionality is accessed in each learning management system. The following notes may be helpful for students...
How to enable Voice Control: * Click on the Apple button in the top left and select “System Preferences”. * Go to “Accessibility” > “Voice Control” and click on the box next to “Enable Voice Control.” How to use: * After enabling Voice Control,...
In our testing, we have found that Windows Speech Recognition can have difficulty identifying what is said. To help improve the speech recognition, we recommend using a headset with a microphone. How to start Speech Recognition: * Press Windows Star...
If you use Instructure Canvas as your LMS, LockDown Browser now supports the use of multiple LMS domains. Many institutions use a "vanity URL" for students to access their system. For this to work, your designated Respondus admin needs to specify the nec...
Various Learning Management Systems have their own mobile apps. The StudyMate app was designed to work with the full, browser-based version of your learning system, not with the LMS mobile apps. You can use the StudyMate mobile app to study with the act...
The below error can occur if the consumer key is specified incorrectly when adding the StudyMate app to your Canvas instance. When copying/pasting the consumer key and shared secret from the Respondus Admin Area to your Canvas instance, we recommend using...
No. The Master/child class structure is not supported in StudyMate. Students enrolled in the master class will always be able to view StudyMate content. However, students enrolled only in a child class will be unable to automatically view this same cont...
If after creating a new StudyMate project, you do not see the "Make Available to Course" option in the StudyMate project’s menu, it's likely because you are not logged in to the LMS with an instructor role. Due to LTI restrictions, only an instructor ro...
If your institution's name is not showing up when searching for it in LockDown Browser for Chromebook, you should check to see if your Respondus server profile is hidden. 1) Log in to the Respondus Admin Area at: https://www.respondus.com/campus-portal/l...
An embedded page at smc-service-cloud.respondus2.com says: Request to fix the exam settings failed. Please contact the system administrator. The above error can occur if you have locked your course and/or exam (common for Canvas blueprint courses) and y...
If you have installed the LockDown Browser Dashboard LTI tool to your Canvas instance, but still don't see it in the course menu, the following explanations are possible explanations: 1) The LTI tool is configured incorrectly. Please see the LockDown Br...
HOW TO SETUP KEYBOARD LANGUAGE SWITCHING ON MACOS   1) Go to System Preferences (Click the Apple logo in the top-left).   2) Go to “Language & Region” and select "Keyboard Preferences.” 3) Click the "+" symbol to add the needed language. Type the...
HOW TO SETUP KEYBOARD LANGUAGE SWITCHING ON WINDOWS 10   1) Press the start button and type "Edit Language and Keyboard Options."   2) Open the settings and click "Add a language." 3) Type the needed language, select it, and click "Next" then "In...
If the instructor permissions are not specified correctly in D2L Brightspace, the following error can occur when attempting view a student submitted spread sheet. Please ensure that all instructor roles have the ability to “see user enrollments”.  It's ...
This error is often caused by retrieving some tokens into the block database using an incorrect Respondus Server Profile. If so, then the clear tokens button in the settings must be used, or the block must be uninstalled and reinstalled.
If you encounter the "Video connection timed out" error, please do the following: 1) Try clicking the "try again" button on that same page. This may permit the connection to be established. It's only necessary to click this button one time, as doing thi...
The above error results when the LockDown Browser session and D2L quiz are not started in a timely manner. The time it takes to start the LockDown Browser session can be delayed by any of the following: * A slow internet connection. * A slow compute...
Schoology sites will not be able to find their institution when using the LockDown Browser iPad app search functionality. This is because the iPad app should not be used to log in directly to Schoology. Rather, students should use the mobile Safari app ...
First, reference this article [https://support.respondus.com/support/index.php?/Knowledgebase/Article/View/226/0/update-check-failed-error-code-a4] and ensure that all the necessary servers are accessible via your network and computer. If you've determi...
No. Not all advanced settings available via the LockDown Browser Dashboard are currently available in the LockDown Browser Chromebook "extension." One example would be spreadsheet support. We hope to add new features to LockDown Browser for Chromebook...
When you click on the "Launch LockDown Browser" button, whatever browser you are using will initially ask you permission to open the LockDown Browser application installed on your computer. The dialog will be slightly different, depending on the browser y...
Mac Trackpad users may experience the scrollbar not appearing during an exam. To resolve the problem, on your Mac go to System Preferences > General.  Change "Show scroll bars" to "Always" as shown below.
This error typically occurs if your instructor role does not have a check mark under the "Instructor" column in your Brightspace IMS configuration. 1. Login as an administrator to the Brightspace server, locate the Admin Tools menu, and select "IMS Conf...
ASUS Virtual Camera is known to cause technical problems during exams that utilize Respondus Monitor (the webcam feature of LockDown Browser). As a result, students with the ASUS software installed will need to uninstall it before a LockDown Browser/Respo...
"Error sending exam start notification, unable to continue with exam." This error will occur when the exam requires Respondus Monitor, but the computer and/or network is not able to communicate with our Monitor server. The following domain must be permi...
LockDown Browser does not cache images (like a standard browser does) and overly large images can result in problems with LockDown Browser loading the page. When such an image is detected, LockDown Browser 2.0.3 replaces it with the above image file. Lock...
This error is typically caused by using an ampersand (&) in the quiz title. This bug has been reported to Schoology and may be fixed in a future release of the Schoology LMS. Removing the ampersand and replacing it with "and" will resolve the problem. I...
The Respondus 4.0 Import Questions supports the import of the question types common to the majority of the supported learning management systems along with IMS QTI and a "Platform Neutral" used by publishers. This includes multiple choice, true-false, mul...
This "scrolling to the top" issue is a known problem that began with OSX 10.10.  It's caused by an Apple bug, but is now fixed in OSX 10.11.3 and higher. LockDown Browser is compatible with macOS 10.12 and higher, so we  encourage you to upgrade to resolv...
If you are trying to use LockDown Browser for Chromebook with your D2L Brightspace exam, you'll first need to allow pop-ups for your D2L environment in the Chrome Browser. If you do not do this, you won't be able to move past the "start quiz" page. To ...
With Respondus Monitor, exams can be set up to allow students a choice of taking tests with a webcam and LockDown Browser, or in a proctored environment with LockDown Browser. Here's how it works. * Set up your test and require LockDown Browser and Resp...
Some learning management systems have a quiz setting that causes this behavior. In Blackboard, the setting is called "Forced Completion".   Other learning management systems may have similar quiz settings. If there is ever an interruption in the internet...
Symptom: For one course, loading the Dashboard produces a STOP sign error with the text: "Unexpected Error. Please contact the system administrator". FOR BLACKBOARD LEARN ORIGINAL VIEW COURSES: First, ensure that none of the exams have passwords that ...
If the "Start Quiz" button is missing (both in a normal browser and LockDown Browser) in Canvas,  it's due to a Canvas bug with the start date for the course. The default start date for the course comes from the term settings, but the start/end dates se...
If the LockDown Browser Dashboard is successfully loading for many courses, but failing for one, the following are possible causes:  1. There may be an empty or corrupted value in the default "Submissions" message. Here is a KB article that deals with a...
If you encounter the above error when attempting to download and/or install LockDown Browser, then it's likely Windows Defender interfering. To work around the problem, open Windows Defender on your computer and start by disabling "Virus & Threat Protecti...
For sites using D2L Brightspace, when one or more quizzes do not show in the LockDown Browser Dashboard, it is typically due to a "null" or an empty value in the D2L "Message" field. This field permits you to have a message presented to students upon test...
This error can occur for "auto-launch" environments when any of the following are true: 1) Your Respondus server profile is hidden. You'll want to ensure that your server profile is set to "No" for the setting "Hide this server from LDB." 2) For Black...
Many types of applications are blocked from running at the same time as Respondus LockDown Browser. These include screen capture, messaging, screen-sharing, network monitors, and several other types of applications. These applications can be shut down pri...
If you have an external USB webcam that you desire to use, rather than the built in webcam on your computer, you can change the camera during the webcam check via the "change my webcam" link. You can also use this feature if your computer has front/rear f...
VDP Source has been known to cause performance issues during exams requiring Respondus Monitor (the webcam feature of LockDown Browser.) As a result, it is necessary to first remove the software in order to proceed with a Monitor-required exam. You can us...
LockDown Browser provides a symbol palate that permits students to enter a variety of symbols into their quiz answers. To access this feature, use the "Insert Symbol" icon in the LockDown Browser toolbar. 
If you are a Windows user, to adjust the font size, click on the "i" icon in the LockDown Browser toolbar. This will open a new window where you can adjust the "zoom level" for your test. Zoom magnifies the entire page, including pictures.  Be sure to cli...
If your microphone is not working correctly during a LockDown Browser session, the following steps may help resolve the problem: 1. First, reboot your computer. Once restarted, close down all other applications on your computer other than LockDown Brows...
This LockDown Browser-Mac error is similar to the LockDown Browser-Windows error discussed in the knowledgebase article, "Update server connection is blocked or not available" [http://support.respondus.com/support/index.php?/Knowledgebase/Article/View/195...
Respondus Monitor is the webcam component of LockDown Browser. For exams that require Monitor, if you are being successfully recorded, in the upper right of your screen you'll see the camera icon and text which says "Recording." You will not see your imag...
The error codes typically indicate a problem with the network, not with LockDown Browser. They will often be accompanied by a message that says _"Failed to load page. Please check network connection."_ If the student receives any of these errors, we sug...
For Windows users, start Respondus LockDown Browser, select the “i” button from the toolbar, and then click “Check for Newer Version”. The version will be displayed and you will be able to download a newer version if one is available. For Mac users, st...
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