This error typically 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 learning management system.
Currently, our servers are:
Primary = server-profiles-respondus-com.s3-external-1.amazonaws.com
Mirror = www.respondus.com
1) The first thing you should do is ensure you are running the most current version of LockDown Browser. You'll need to download the full LockDown Browser installer using your institution's unique LockDown Browser download link. If you're unsure what this link is, please either contact your institution's help desk, or open a ticket with Respondus Support.
Note: using the "check for update" feature of LockDown Browser is not recommended for this step. It's best to only use the full LockDown Browser installer to perform the update.
2) You should ensure that TLS 1.2 is enabled on your computer. If not, it can cause the error. You can check this by going to: Control Panel > Network and Internet > Internet Options > Advanced tab.
Scroll down until you see "use TLS 1.2" and make sure it is checked.
3) Make sure the date/time settings on your computer are accurate, reflecting the physical location of the computer.
Once you've performed the above steps, should the error persist, this means that a block to our servers exists. To troubleshoot this problem, the best place to start is to temporarily relax any firewalls and/or anti-virus software to see if that makes the difference.
If the problem persists, it's possible that the block might also be set in the router. You may also want to try using a different network to see if that resolves the issue.
For lab managers who are encountering this error with the "Lab-edition" of LockDown Browser, you should also ensure that the "ID.TXT" file (that is delivered with the MSI installer package) has not been edited/altered. Changing the institution ID delivered in this file can result in your server profile not being detected, and the error will result. Downloading the package again from the Respondus Admin Area, and performing a reinstall is recommended.