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...
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
replaces it with the above image file.
Instruc...
If you see the below error when trying to review videos, you need to
enable the Adobe Flash Player to access your Learning Management
System domain.
For Google Chrome:
1) You need to go to Settings and scroll down to the bottom of the
page and click on...
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 ...
The above error typically occurs 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 ...
Operating System
Windows 10, 8, 7. Windows RT is not supported.
Memory
32 MB RAM minimum
Hard Disk Space
10 MB of free hard disk space for program files
Monitor
1024x768 or 1280x720 minimum resolution
Download Time
The file size is approximately ...
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 error indicates 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...
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 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...
No. Not all advanced settings available via the LockDown Browser
Dashboard are currently available in our Chromebook app.
Examples would be the calculator, "early exit" (allowing students to
leave an exam early and provide a reason visible to the instru...
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...
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...
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...
"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...
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...
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...
If you have the lab edition of Mac LockDown Browser installed, and
auto-updates are still occurring, the first thing to check is whether
there are multiple "bundles" (installations) of LockDown Browser on
the Mac.
If so, it's possible that one of these ...
When you click on the "Launch LockDown Browser" button (D2L
Brightspace) or "Start New Attempt" button (Schoology), whatever
browser you are using will initially ask you permission to open the
LockDown Browser application installed on your computer. The d...
Once LockDown Browser 2.0 Lab Edition for Mac has been installed on
one Mac computer, the app can be copied or pushed to other Macs across
a network, or deployed with desktop management systems such as Apple
Remote Desktop, JAMF Casper Suite, Cisco Meraki...
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...
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 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...
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...
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.
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 ...
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...
Symptom: For one course, loading the Dashboard produces a STOP sign
error with the text: "Unexpected Error. Please contact the system
administrator".
If the Dashboard loads successfully for all courses but one, the very
first thing to inspect are the qu...
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.
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 including multiple choice, true-false,
multiple response, fill-in-the-blank, matching and e...
This error can occur for "auto-launch" environments (D2L, Schoology)
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...
Some learning management systems have a quiz setting that causes this
behavior. In Blackboard, the setting is called "Forced Completion".
In D2L Brightspace, the setting is called "Auto-Submit Attempt."
Other learning management systems may have similar...
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.
Below is an examp...
IMPORTANT: If your institution provides computers to your students,
but they do not have administrator rights to those computers (the
ability to download, install and execute software), then you should
not install the student-edition of LockDown Browser. ...
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...
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...
This error occurs when either your computer or network is blocking
access to our servers. As a result, LockDown Browser cannot access and
then load your institution's LMS.
The main server is hosted on Amazon S3 ( Amazon Web Services) with
"www.respondu...
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...
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. We encourage you to upgrade to OSX 10.11.3 to resolve this
problem.
Apart from upgrading, the only workaround...
For security reasons, various modifier key combinations with the "ALT"
key are blocked during a LockDown Browser-required exam. The best
option is to switch to the localized keyboard layout from "US" to
"Spanish" or "French" or "International" layout befo...
Under D2L Brightspace, "Fix it" errors can occur for quizzes if you
have the LockDown Browser Dashboard external tool widget installed and
configured, but then opt to toggle the LockDown Browser requirement
on/off via the native "legacy" quiz settings ins...
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.
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...
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...
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
applications that may use a microphone such as Skype, Facetim...
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...
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...
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...
|
|
Help Desk Software by Kayako