"Update server is not supplying information, or the connection to update server is blocked."
Posted by Bob Boufford, Last modified by Scott Maxwell on 19 May 2020 09:02 AM
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 servers that LockDown Browser uses at startup.
LockDown Browser accesses this server in order to check if an update has been issued by Respondus. If your computer and/or network is blocking access to this server, the LockDown Browser session will not be permitted to continue.
What to do next:
1) Temporarily relax all anti-virus and firewall software on the computer and try the exam again.
After resetting the internet options, you may need to restart your computer.
3) If the problem persists after steps 1 and 2 above, the problem could be caused by your computer, ISP, or network blocking access to the Respondus servers. These servers include:
For Windows: These domains may need to be added as "trusted sites" in security settings on the local computer and possibly also to network firewalls or routers. To add these domains on your local Windows computer, go to Control Panel > Network and Internet and click on "Internet Options." Navigate to the Security tab, then "Trusted Sites". Add the above domains to your computer's trusted sites list.
For Macs: it's possible the domains are being blocked through parental Controls, third-party security programs, or network/ISP blocking.
4) If the problem persists after following the above steps, try using a different WiFi network.
5) Finally, if a deadline for an exam is near, you may want to consider using LockDown Browser on another Windows or Mac computer. This will also help to determine whether the issue is specific to your computer or a broader issue that needs further investigation.