Respondus Lockdown Browser: Troubleshooting

Description

Respondus LockDown Browser is a custom browser that locks down the testing environment within a learning management system to prevent cheating during exams.

When using Respondus Lockdown Browser users are running into common problems, such as below:

• Giving errors for short answer questions such as "question is unanswered" when answered
• Lockdown freezing or kicking students out of exams 
• Camera Activation Failed Error
• Your instructor hasn't enabled the use of a tablet for this exam. You will need to use Lockdown on a Windows or Mac computer.

 These are only a few problems students run into, but not all.

Resolution/Troubleshooting

Baseline questions:

• What device is being used (Windows, MacBook, iPad, or Chromebook)? Have you tried another device?
• What version of Lockdown do you have? Have you tried to update or uninstall and re-install the program?
• What is the path in Blackboard for the test (course name, professor, and path taken to launch the test)?
• Where are you taking the test (in the classroom with other students or in a dorm/apartment- on/off campus) and on what connection (over Wi-Fi or hard-wired in)?
• What is the error?

Note: It is not recommended that students take an exam on Lockdown over Wi-Fi because it could cause problems if the connection drops. Such as kicking someone out of a test. Taking an exam in class may cause stress on the system and cause problems.

Need imminent assistance? Within Lockdown itself you can click on the "Help Center" and you can do a system check, look at Respondus knowledge base, or report a problem to Respondus for assistance. They can provide more in-depth assistance and gather logs for troubleshooting purposes.

Basic troubleshooting:

1. Reboot the machine and try again.
2. Open Respondus and go to the circle icon with the "i" in the middle at the top left. Select check for update.
3. If up to date and it is still not working, uninstall and re-install the program. Click here to visit our KB on how to install Lockdown

Trouble signing into Blackboard on Respondus:

1. Make sure you are using the correct login credentials. 
   • [Network ID]@gannon.edu
   • Gannon password 
2. Try signing in directly to gannon.blackboard.com 
   • Unable to get into your account, click here to change or reset your password.
   • Able to get into my.gannon.edu, but not Blackboard on Lockdown, call us at 814-871-7501.

Camera Activation Failed Error:

• Click here to visit Respondus' Knowledge base with troubleshooting steps.

Taking Exam on iPad:

• The professor must first enable the feature of using a tablet for the exam. Click here to visit the Respondus knowledge base for instructions for students.
• Click here if you're a professor trying to enable the feature for a student's exam.

Problem unresolved?

Not finding what you're looking for, click here to check out Respondus' knowledge base. Still, having trouble? Click here to visit our service catalog to submit a ticket for assistance. If you are submitting a ticket please provide the answers to the baseline questions listed above.