How to Troubleshoot Respondus LockDown Browser Issues?

Students taking exams in LockDown Browser may encounter issues installing or executing the application.  If the deadline for an exam is near and you are experience issues, we suggest using another computer with LockDown Browser.

The minimum system requirements for using LockDown browser is available through this link

Below are some of the most commonly reported issues, causes and resolutions.

Issue 01 - LockDown Browser is not opening

Cause: LockDown Browser installation may be corrupt or running in an inconsistent state

Resolution #1:

It’s possible some programs may be interfering with LockDown Browser.  Try closing all programs on your computer (other than those used to connect to the internet) prior to launching LockDown Browser. This includes programs which are executed during start-up and deemed non-essential. Don’t disable wireless/network connection.

Resolution #2:

  1. Open Google Chrome and clear the cache.  Step-by-step instructions for clearing browser cache can found through this link
  2. Restart your computer

Resolution #3:

  1. Uninstall LockDown Browser
  2. Open Google Chrome and clear the cache.  Step-by-step instructions for clearing browser cache can found through this link
  3. Restart your computer
  4. Download and install the LockDown Browser from this location only (very important): https://www.respondus.com/lockdown/information.pl?ID=685236077

Issue 02 - LockDown Browser is not displaying AUS iLearn login page or saying "LockDown Browser should not be used to log in to your Learning System"

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Cause: Incorrect version of LockDown Browser

Resolution:

  1. Uninstall LockDown Browser
  2. Open Google Chrome and clear the cache.  Step-by-step instructions for clearing browser cache can found through this link
  3. Restart your computer
  4. Download and install the LockDown Browser from this location only (very important): https://www.respondus.com/lockdown/information.pl?ID=685236077​

Issue 03 - Error message displays: “Unable to retrieve settings from the Respondus server”

Cause: Respondus servers have been blocked by your internet/browser/firewall or SSL protocols disabled

Resolution #1:

  1. Click on your Start Menu icon
  2. Access the Control Panel and select “Network and Internet”
  3. Select “Internet Options” and on the “Security” tab, ensure that your settings are not higher than “Medium”
  4. On the Advanced tab, click “Reset” under the header “Reset Internet Explorer Settings”.
  5. In the window that opens, select “Delete Personal Settings” and then click on the Reset button. Caution: Doing this will impact all your web browsers, not just Internet Explorer.
  6. Restart your computer

Resolution #2:

If the problem persists, there may be a block elsewhere on your PC (firewall, anti-virus software) or possibly in the ISP/network you are using.  To determine if this is the case, use the “Help Center” icon in the LockDown Browser toolbar. See this article for more details.

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  1. Try using the computer on a different network, or…
  2. Try using a different computer on your main network.

Issue 04 - LockDown Browser is continuously prompting for a password

Cause: You are not using LockDown Browser and most probably using a regular browser (e.g. Chrome, Edge, Firefox, etc.) or instructor has set a password for the exam

Resolution #1:

Verify you have accessed the exam using Respondus LockDown Browser

Resolution #2:

Contact your instructor to obtain the correct password

Issue 05 - Spinning Wheel During Webcam Check or a message that reads "There was an error trying to activate your camera"

Casue: LockDown Browser doesn't have permission to access camera and/or microphone 

Resolution

On Windows: ​Check whether you've enabled the correct privacy settings for your camera and microphone. Follow steps in this guide
Om Mac: ​You may need to manually grant LockDown Browser permission to access your camera and microphone. Follow steps in this guide

Issue 06 - You are getting the message "Connecting to media server, please wait..." and exam doesn't start

media-server-wait_0.jpg

Cause: ​Your computer cannot make the necessary connection with the Respondus media servers in order to record video

Resolution: You will need to check if any of your running software or system settings are blocking access to Respondus servers. Follow instructions in this article

Issue 07 - You are getting the message "Update server is not supplying information, or the connection to update server is blocked"

Cause: This typically indicates that security settings or another application is blocking access to the Respondus servers that LockDown Browser uses at startup

Resolution: You will need to check if any of your running software or system settings are blocking access to Respondus servers. Follow instructions in this article

Issue 08 - You are getting the message "There is a problem with the settings for this exam"

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Cause #1: ​LockDown Browser cannot retrieve the necessary settings in order for you to begin your exam

Resolution: A​sk your instructor to "open the LockDown Browser Dashboard for the course". ​Once the instructor opens the LockDown Browser Dashboard for the course, the problem will typically be resolved. 
It's also possible that the instructor will see an error displayed for your exam once they open the Dashboard, and if so, they should click on the "Fix it" button to correct the error.

Cause #2: ​You are accessing the exam through a "reminder" notification or a link on a course calendar

Resolution: It's important for you to access the exam by first navigating to the course and then going to the appropriate test area or content area

More possible causes and their resolutions are descried in this article 

Issue 09 - When you click Agree on the Terms of Use page nothing happens

Cause: You temporary lost connection with the Respondus Servers and the page didn't load successfully

Resolution: Restart Respondus LockDown Browser. If the problem persists, run the system and webcam checks on the help center. ​See this article for more details.

Issue 10 - You are receiving the message "We are experiencing a high number of users starting exams at the same time. Your webcam check will begin in 60 seconds"

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Cause: When Respondus detects users load on their system where a high number of learners starting exams at the same time, they stagerring when students can enter the webcam check.

Resolution: This is not an error. The image should show a countdown of the remaining number of seconds. If you don't see the hour glass icon and the number of seconds is not counting down, that means you have lost connection with the Respondus server. You will need to restart the LockDown Browser.

 

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