Knowledgebase : Respondus LockDown Browser > Student Support FAQ
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...
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...
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 "SSInvitationAgent" is actually a component of other applications such as Apple Messages that also offers a screen sharing option, which is separate from the Mac->System Preferences->Sharing indicated in a warning when starting LockDown Browser 2.0 fo...
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 ...
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 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 >...
Screencastify is a Google Chrome extension (typically). If LockDown Browser is detecting that Screencastify is running, the LockDown Browser session will not be permitted to open until you disable or uninstall it. 1) We recommend that you first open Goog...
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 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 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 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 you experience a "Spinning Wheel" icon (but no webcam image) we recommend students follow these steps: 1. Please exit the pre-exam webcam check, and click the "i" icon in the LockDown Br...
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...
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 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...
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...
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...
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...
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...
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...
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...
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...
A blank screen indicates that the browser has lost connectivity with the your institution's server, and the webpage cannot load into the browser.  In most cases, you should be able to leave your exam, shut down LockDown Browser, and restore your intern...
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...
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 ...
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...
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...
LockDown Browser will not open if it detects Google Remote Desktop on the computer. There may be a plugin in either Google Chrome or Internet Explorer that is keeping a component of Google Remote Desktop actively running in the background. You will most ...
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...
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 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...
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...
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 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 ...
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 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...
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...
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...
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...
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...
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...
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...
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...
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 (...
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 experience a blank 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 relax al...
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...
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...
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 ...
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...
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...
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 ...
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...
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...
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...
  If you see the above error message, this indicates that your microphone is not being detected by LockDown Browser.  To troubleshoot this problem on a Windows computer, please do the following: 1) In your Windows Search Window, type "sound" and then ...
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...
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...
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...
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. *  Includes x86 32 and 64bit processors and ARM 64bit processors using x86 emulat...
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 ...
The iPad Edition of "LockDown Browser" available from the Apple App Store [https://apps.apple.com/us/app/lockdown-browser/id659101775] enables a student to use an iPad to take exams that require LockDown Browser. However, your instructor must first select...
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 ...
LockDown Browser for Chromebook uses a Chrome Extension that can only be run in kiosk mode. Google requires that all kiosk apps be managed via their Google Admin Suite (a license is required for this product), AND SO THE LOCKDOWN BROWSER FOR CHROMEBOOK AP...