Knowledgebase
Unable to fetch server information from both primary and secondary mirror servers

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.respondus.com" as the mirror. If the LMS login page is not being loaded, then both are being blocked.  To troubleshoot this problem, the best place to start is to temporarily disable 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.

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.