Knowledgebase : Respondus LockDown Browser > Student Support FAQ
When starting your Respondus Monitor exam on your Mac 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 serv...
When you open LockDown Browser on your Mac, any custom settings you've
made to the Touch Bar (such as adding Siri) will be removed
temporarily. When the LockDown Browser session ends, those custom
settings will be restored. However, to make those settings...
The above error indicates your computer and/or network is blocking
access to Respondus servers hosted on AWS (Amazon Web Services). Until
the block is removed, you will not be permitted to proceed.
If you open LockDown Browser, navigate to a course and do...
The following steps guide a student through the process of using
LockDown Browser (and a webcam, if required) to take an online test.
1) DOWNLOAD & INSTALL
Windows or Mac
If students are required to install LockDown Browser themselves, they
should on...
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 >...
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...
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 ...
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...
When there are warnings of not being able to detect the webcam or
there are problems configuring the Adobe Flash Player settings, we
recommend students follow these additional steps:
1. Reboot your computer. Once restarted, close down all applications
t...
LockDown Browser for Chromebook uses a Chrome Extension that can only
be run in kiosk mode. Google requires that all kiosk apps be made
available only via their Google Admin Suite (a license is required for
this product), and so the LockDown Browser for C...
If you receive the above error when starting LockDown Browser, it's
likely because of over aggressive security software wrongly
determining that LockDown Browser is a threat. As a result, the
startup of LockDown Browser is interfered with, and the install...
Identity management security programs that use the webcam with facial
recognition for password management will interfere with Respondus
Monitor "webcam" exams. This includes Intel/McAfee True key
(identified as "McAfee.TrueKey.Service.exe" in the computer...
Some VPN or "virtual private network" utilities such as Avast
SecureLine will interfere with the webcam for Respondus
Monitor-required exams.
Students should temporarily disable any active VPN connections prior
to starting LockDown Browser, or locate an...
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...
When LockDown Browser 2.0 for Mac goes into a constant "update loop"
when starting the browser, we recommend the following steps:
1. Directly log into your Mac as a user with "Allow user to administer
this computer" in System Preferences->Users & Groups...
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...
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...
Permissions and security settings on specific Macs, might prevent
LockDown Browser from restarting the Notifications Center and Siri
during a normal close of the browser after submitting an exam.
We recommend the following steps to restore the default s...
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...
If you see the below image during your pre-exam webcam check, it is
because of a privacy setting that is enabled in your camera's software
utility. Please be aware that this same image will be all that is
displayed to your instructor when they review your...
Symptom: When starting LockDown Browser, a message indicates that more
than one e-learning system is used at your institution and requests
that you select one.
Solution: If you are presented with a list of server names when you
start LockDown Browser, s...
If you see the above message when starting LockDown Browser from a
Windows or Mac shortcut, please follow the below steps to take your
exam.
1) Use a standard browser such as Google Chrome, Firefox, Safari, or
Internet Explorer to access your insti...
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 ...
Please follow the below steps to use LockDown Browser to review exam
submissions in D2L Brightspace:
1) Login to D2L Brightspace using a standard browser (Google Chrome,
Firefox, etc.) If you are using an iPad, please use either Google
Chrome or Firefox...
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.
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 when attempting to begin your exam, you see a message that says you
need to download LockDown Browser, it's likely that you are in a
normal browser such as Chrome, Firefox, Edge, or Internet Explorer.
For all Learning Management Systems other than D2L...
If you use the LockDown Browser iPad app, you may occasionally see
grey shapes on your screen. Example:
These shapes are caused by a Guided Access security feature that
permits a user to designate areas of the screen that they want to
block from being...
When LockDown Browser installs, it must make some changes to the
Windows registry, including storing the unique LockDown Browser
institution ID. This error will occur when access to the registry is
denied. This typically occurs because the user doing the ...
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...
If you experience a white screen during a LockDown Browser session,
it's typically caused by one of the following:
1) Your computer or network is blocking access to one or more of our
servers.
The best thing to do initially is to temporarily disable ...
If you are seeing nothing happen when you click on the “Launch
LockDown Browser” button in your quiz, it’s possible that you may
have set your browser to not permit LockDown Browser to open.
Depending on the browser you’re using, it’s also possible you
de...
Symptom: When LockDown Browser is run, a message warns the user to
close "Applevncserver" and/or "ARDAgent". LockDown Browser offers to
try to stop these programs but is unable to do so.
Solution: Go to Mac -> Finder -> System Preferences -> Sharing and...
When a "The Installation Failed." message appears at the end of the
updating or installing LockDown Browser 2.0 for Mac, we recommend the
following steps:
1. Directly log into your Mac as a user with "Allow user to administer
this computer" in System Pr...
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 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 Web Services at "*.amazonaws.com"
with "*.re...
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...
For security reasons, various modifier key combinations with the "ALT"
or "CTRL" modifer 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 "Internat...
Security software or an "anti-malware" program with very high settings
might falsely detect LockDown Browsers as malware such as a virus,
Trojan or parasite. The security program would block the download or
corrupt the LockDown Browser installer, "LockDow...
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...
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...
The InstallShield setup for LockDown Browser needs to run with
Administrator rights to work properly. For Windows 7, 8/8.1, and 10
this means the setup needs to have permission to run by the
administrator of the computer. You may also need to enter a pass...
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 generally occurs when you've downloaded LockDown Browser using
the wrong web link. Each institution has a unique download link for
LockDown Browser, and its vital that you use the correct one. You
should avoid using a search engine to locate a downlo...
If a computer is powered down while Respondus LockDown Browser is
running, the Windows Task Manager will continue to be blocked when the
computer is restarted.
To restore the default settings on a Windows system:
1. Start the system from a power down (...
Symptom: When LockDown Browser is opened, a server login page is
displayed but it does not accept a user name and password.
Solution 1: Make sure LockDown Browser was installed using the link
intended for your institution. If you found the LockDown Brow...
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...
The version number, and the availability of an update, can be
determined within the browser itself.
For Windows users, start LockDown Browser, select the "i" button from
the toolbar.
The version will be displayed and you can also click on "Check for
N...
When a webcam is showing your image upside down, it is typically due
to webcam utility software being installed on your computer. Examples
are Cyberlink YouCam, HP Webcam Splitter, ThinkVantage Virtual Camera,
FA Virtual Cam, SplitCam Video Filter, and Ar...
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...
For Blackboard Learn and the latest version of LockDown Browser, an
"Exam password" page will only appear if the instructor set up a test
with password, otherwise the test will start without any additional
dialog boxes.
For older versions of Blackboard ...
This error indicates the Respondus Monitor start-up cannot access the
Respondus servers to retrieve certain settings established by the
instructor.
Sometimes, you will see various error codes accompany the error, such
as: 0x0002
1) The error is often ...
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...
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...
When the warning appears, "Update server is not supplying information,
or the connection to update server is blocked. Please try again later"
this typically indicates that security settings or another application
is blocking access to the Respondus server...
The iPad Edition of "LockDown Browser" available from iTunes
[https://itunes.apple.com/us/app/lockdown-browser/id659101775?mt=8]
enables a student to use an iPad to take exams that require LockDown
Browser. However, your instructor must first select a set...
Symptom: When LockDown Browser is opened, a message indicates that the
user must close an application or program. LockDown Browser offers to
close the program but is unable to do, so the application closes.
Solution: If the program indicated is not actu...
Symptom: You are not able to download the LockDownBrowser-xxx-yy.exe
setup file (where "xxx-yy" is the version number), or when you run it
you see a message indicating that it is not a Windows application.
Solution 1: Try downloading the setup file usin...
To maintain the academic integrity of an exam, students are not
permitted to run LockDown Browser Student Edition when a virtual
machine is detected on the system. This includes VM host applications
(VMWare, VirtualBox, etc), thin apps (VMWare ThinApp, Mi...
Respondus LockDown Browser is a client application installed on the
local computer.
OPERATING SYSTEMS
Windows: 10, 8, 7 (Windows 10S is not a compatible operating system,
nor can LockDown Browser be obtained via the Windows App Store. At
present, suppor...
When LockDown Browser appears to "freeze", it is commonly due to a
dialog box from other applications running in the background appearing
underneath the secure LockDown Browser layer or there are corrupted
web links, which are blocked.
If the "Student ...
WINDOWS COMPUTER
We have a helpful video that shows how to install LockDown Browser on
a Windows computer: https://youtu.be/pKvcE3oZF2I
[https://youtu.be/pKvcE3oZF2I]
1. Log in as a local administrator with full rights. (
(Windows->Control Panel->User ...
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