Respondus LockDown Troubleshooting Issues

Background

Respondus LockDown Browser (LDB) is a custom browser made available within BeachBoard that locks down the testing environment to prevent cheating and maintain integrity of online exams. When installed and launched, Respondus LDB secures online exams by preventing access to applications including messaging, screen-sharing, virtual machines, and remote desktops. The application also disables printing, screen capturing, opening a new window or tab, copying, and pasting. If required for testing, students are to download and launch Respondus LDB within the BeachBoard Learning Management System. 

Is my device compatible?

Make sure you have a compatible device before trying to install the tool:

Windows: 10, 8, 7
Mac: macOS 10.10+
iOS: 11.0+ (iPad only) - Note: this setting needs to be enabled by your instructor in order for you to use an iPad

If you do not have a compatible device, then you will not be able to take the exam. You will need to reach out to your instructor to plan to either take the exam without the tool or submit an alternate assessment. We recommend that instructors who wish to use the tool to create a dummy exam in the course that has the LockDown Browser and/or Monitor enabled and is configured to allow for an unlimited number of attempts. If your instructor does not already have this available in the course, please reach out to her/him to get this set up for the class. If they run into any issues or need assistance doing so, please have them reach out to BeachBoard@csulb.edu.

I’m using a compatible Windows device, but the tool will not launch.

You will need to make sure the program is being run ‘as an administrator’ in Windows. To configure this, access the folder where the application installed on your device, right-click the EXE file, and select Properties. Click the Compatibility tab and click Change settings for all users. Make sure Run as Administrator is checked and apply the settings. Go back into BeachBoard and try launching the browser from the quiz one more time. If the issue persists, you'll need to reach out to Respondus directly (via the submit a ticket link) or try taking the exam on another device until the issue is resolved.

The tool is asking me to close programs.

The tool will run into issues if any conflicting programs are running on the device. Respondus recommends that all programs are closed (including and third-party anti-virus programs) prior to launching the tool. Also, the tool needs to be downloaded and installed specifically from the links provided on the landing page of the quiz. For detailed instructions on how to properly install and launch the tool from the student end, please see our campus installation guide for students.

“There is a problem with the settings for this exam...” Error

This is an issue that needs to be addressed from the instructor’s side. Please see Respondus’ official support page for more information.

This error indicates that LockDown Browser cannot retrieve the necessary settings for the student to begin their exam. The first thing to do is to ask the instructor to “open the LockDown Browser Dashboard for the course” and update it. The error is often caused if the course is a copy of another course, and the instructor has not yet opened the LockDown Browser Dashboard for the copy. Once the instructor opens the LockDown Browser Dashboard for the course, the problem will typically be resolved.

The tool shows that “your face isn’t showing clearly in the video” when the preview looks fine

Refer the student to Respondus’ official support page for these specific issues. If the problem persists after going through the troubleshooting steps, you’ll need to open a ticket with Respondus directly via Respondus’ student support page. Alternatively, you can use an external USB camera or try using a different device.

Browser and Connectivity Issues

Students will need to make sure they are connected to a stable network. We recommend that students avoid using mobile hotspots or public Wi-Fi networks when taking online exams in general. We also recommend that students use the latest versions of either Firefox or Chrome. Please make sure your browser is up to date, disable any third-party plug-ins that might interfere, and disable third-party antivirus software.

What if none of the above steps solve my issue?

Respondus offers direct student support which can be accessed via this site: https://web.respondus.com/student-help/. If an issue occurs that any of the above steps do not resolve, we recommend you go through the knowledge base to troubleshoot any issues that might be occurring with your specific device. There is also an option to submit a ticket directly to Respondus so the vendor can troubleshoot your problem directly. Lastly, if Monitor is enabled, there is a live chat option that you can access to receive real-time support. 

Details

Article ID: 119421
Created
Thu 10/29/20 1:23 PM
Modified
Fri 10/30/20 11:30 AM