Loading Quiz in Respondus Lockdown Browser

Symptom/Diagnosis:

Solution:

Look for a new tab named Canvas that appears on the left side of the current tab which contains the
"Click here..." to proceed to the actual assessment.

Trouble downloading Respondus LockDown Browser

Symptom/Diagnosis:

You are not able to download the LockDownBrowser-xxx-yy.exe setup file (where "xxx-yy" is the version
number), or when you run it you see a message indicating that it is not a Windows application.

Possible Solution:

1) Try downloading the setup file using a different browser, such as Firefox or Google Chrome.

2) Make sure that antivirus or security software is not interfering with the download. For example, some
security software will change the file extension for .EXE files. So, the installer can’t be run until the file is
renamed back to “LockDownBrowser-xxx-yy.exe”.

"Update server is not supplying information, or the connection to update server is blocked."

Symptom/Diagnosis:

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.

Possible Solution:

1) Temporarily relax all anti-virus and firewall software on the computer and try the exam again.

2) Reset your computer's internet options. For Windows users, go to control panel and select "Network
and Internet." Once there, click on "Internet Options".
Link is Blocked Error

Symptom/Diagnosis:

This occurs when there is a second level link being accessed from a primary level link. However, link
blocking usually does not occur until the student enters a quiz and starts accessing links within a quiz.
Usually, this comes from configuration issues with the underlying Internet Explorer browser
components.

Possible Solution:

Start Internet Explorer and first go to Tools.

From the Tools menu, select Internet Options.

Inside the Internet Options dialog box under the General select Browsing History.

Hit Delete to clear the browser cache and related areas.

Finally, if you are running any third-party toolbars or add-ons, remove them from Internet Explorer.

"Feature Transfer Error" during install of LockDown Browser

Symptom/Diagnosis:

If you encounter the above error when attempting to download and/or install LockDown Browser, then
it's likely Windows Defender interfering.
Possible Solution:

To work around the problem, open Windows Defender on your computer and start by disabling "Virus &
Threat Protection" only. If the problem persists, then also disable other components of Windows
Defender, including:

* Firewall & Network Protection

* App & Browser Control

After the install successfully completes, you should re-enable all components of Windows Defender that
you may have disabled.

Spinning Wheel During Webcam Check

Symptom/Diagnosis:

If you encounter any of the above "spinning wheel" errors (and blanked out frame where your webcam
image should be), it's because another program, background process, or privacy setting on your
computer is preventing LockDown Browser from activating your camera.

Possible Solution:

For Windows users, if you are already using version 2.0.6.03 and are experiencing the "spinning wheel",
you should then check whether you've enabled the correct privacy settings for your camera and
microphone. These types of settings exist both in the Windows operating system, and possibly also in
any camera utilities or anti-virus software that may be installed on your computer.

For Windows users, you may need to adjust the camera privacy settings within Windows, a camera
utility, or your anti-virus software.

To check the camera privacy settings in Windows 10, go to the camera privacy settings, scroll to "Allow
desktop apps to access your camera" and make sure "on" is selected. LockDown Browser should also
appear in the list. Repeat the process for your "Microphone Privacy Settings."
If the above steps don’t resolve the problem on a Windows or Mac computer, it's possible another
application has control of your webcam or microphone and won’t make it available to LockDown
Browser. An example of such application is Mediasite Desktop Recorder, which must be manually
terminated before starting LockDown Browser.

To see if an application is currently in use in Windows, go to Camera Privacy Settings and scroll to
"Choose which Microsoft Store Apps can access your camera." If an app is shown as "currently in use" ,
change the setting to "off".

0x-AWS-xxx Unable to connect to Respondus Server (AWS)

Symptom/Diagnosis:

The above error indicates your computer and/or network is blocking access to Respondus servers hosted
on AWS (Amazon Web Services). Until the block is removed, you will not be permitted to proceed.

If you open LockDown Browser, navigate to a course and don't see the "Help Center" button in the
LockDown Browser toolbar, this is further evidence that a block to our servers is in place.

In most cases, the block exists in overly aggressive anti-virus or firewall software running on your
computer.

Possible Solution:

1) The time and time zone on the computer you are using may be incorrect. You should ensure that the
computer has the correct date/time and time zone enabled. If accessing a computer that is on-campus,
work with your institution's help desk to ensure the computer has the correct date/time specified.

2) The following are the servers that LockDown Browser must have access to. Permitting these in your
anti-virus or firewall software might help:

server-profiles-respondus-com.s3-external-1.amazonaws.com

help-center-respondus-com.s3.amazonaws.com

smc-service-cloud.respondus2.com

static-public-downloads-cloud.respondus.com

www.respondus.com
3) If specifying the domains does not help, temporarily relaxing security settings on your anti-virus or
firewall software may help. If using Windows, you may also want to temporarily relax settings in
Windows Defender.

Allowing the Use of iPads with Lockdown Browser

Symptom/Diagnosis:

The student is not allowing the use iPads by the Lockdown Browser. There is an incorrect setting made
by the teacher.

Solution:

In the preparation of the assessment that will use Respondus, in the Advanced Settings after the
Password Settings, tick the option “Allow students to take this exam with an iPad”

LockDown Browser and Other Programs

The LockDown Browser is programmed to detect when conflicting programs are still running and will
request that you close these programs. Some programs run as a background process on your computer
and will have to be shutdown before you can proceed in the LockDown Browser.
In some rare instances, these programs running in the background can cause the LockDown Browser to
lock up or stop responding. Programs that use Java or the Internet such iTunes and other media
managers, file sharing agents like Bittorent, and instant messenger applications have a higher risk of
causing the LockDown Browser to lock up. It is best to close every program on your computer before
starting the LockDown Browser.

LockDown Browser Stops Responding

If you lose your Internet connection while taking an exam or if you have outdated and/or multiple Java
installations, the LockDown Browser and your computer may stop responding or freeze. Currently, the
only way to resolve this issue is to do a hard shutdown (i.e. unplugging all power from the computer
including power cables and/or batteries if you are using a laptop). If you are missing your Start Menu,
Task Bar or are unable to access the Task Manager after doing a hard reboot, you can restore these
applications by restarting the LockDown Browser and exiting the software properly.

LockDown Browser and Pop-Ups

If the LockDown Browser stops responding before you start an exam or if you see a blank page that fills
the computer screen, this could be due to security windows that have popped up behind the LockDown
browser. If you have not started the exam, close the browser and address the security pop-up windows.
You should be able to reopen the browser without issue. However, if you have started the exam, the
only known workaround is to restart your computer and address the pop-up windows before beginning
the exam.