Respondus Lockdown Browser

If this is a timed quiz, please track the amount of time spent on troubleshooting technical problems so that the student’s exam time can be extended as necessary.

The on-site support person should do the following for the student(s) to exit Lockdown Browser:

1. Click on the globe/ⓘ icon.
2. Click Proctor Exit in the pop-up window.
3. Enter the proctor exit password (can be found in the LDB tab settings) (case-sensitive) > click OK. This will shut down Lockdown Browser.
4. Relaunch Lockdown Browser and log into Canvas.
5. Navigate to the quiz and click Resume Quiz. Any answers that were previously answered should be saved.

If the exam is completely remote, the instructor needs to decide whether to give the proctor exit password to the student(s) so they can complete the steps above. Otherwise, the student(s) should hard-restart their computer by holding the on/off button for 5 seconds and turning the device on again.

If only individual students are encountering the issue:

1. Ensure the latest version of Respondus Lockdown Browser is intalled on the student’s computer.
2. Ensure any VPNs running are turned off.
3. If students need to exit Lockdown Browser to do the steps above, please see the instructions provided in the item above.

If most or all students are encountering the issue, the instructor or TA(s) need to check for the following in the Canvas course:

1. Go to Files from the course menu.
2. Ensure the quiz images files, as well as the folders they are located in, are published.
3. Ensure the embeddedimages are located in the current Canvas course. If you are not sure how to fix the issue, please contact Learning Services for support.

1. Ensure any VPNs running are turned off.
2. Ensure any open windows and applications on the computer are turned off.
3. Ensure the student is clicking on the Lockdown Browser application (on the desktop for Windows, searching in the Launchpad for Macs).
4. Check to see if the student has the latest version downloaded. If not, uninstall and reinstall the program.

If multiple students are experiencing issues using Lockdown Browser, you may want to check your Canvas course to see if there is an “Error” showing up in the Lockdown Browser settings for the quiz.

1. Go to Lockdown Browser from the course menu.
2. If there is a prompt indicating an error next to the quiz name, click Fix Error.

3. If no error is indicated, please contact Learning Services for support.

When inputting the proctor exit password to exit an exam, there is a popup that says “invalid.” This occurs because the proctor exit password was changed after the student launched Lockdown Browser.

To exit the exam, please do the following:

1. Try inputting “escape”
2. If “escape” does not work, hard-restart the student’s computer by holding the on/off button for 5 seconds then turning the device back on

Please ask the student(s) to follow the steps below:

1. Take a screenshot or picture of the answers in case they are not saved.
2. Porctor exit the LockDown Browser (see the first “A student lost connection to the internet / a student has a frozen screen” accordion).
3. Disconnect from the wi-fi network for a minute, then reconnect.
4. Come back to the exam to finish submitting.

If a big portion of the answers is lost, you might consider granting the student(s) additional attempts to rewrite the unsaved questions. Please follow the steps for “I would like to add additional attempts to an individual student” under Canvas FAQ.

Please let the student try uninstalling, then reinstalling Lockdown Browser.

The student should be able to click Kill these applications to solve this problem. If this does not solve the problem, please ask the student to follow the steps below:

• Click the Apple menu (apple icon).
• Click System Preferences.
• Click Siri, then uncheck any selected apps listed under “Siri Suggestions & Privacy.”

• Click Done.
• Click the Apple menu (apple icon).
• Click System Preferences.
• Click Siri, then uncheck “Enable Ask Siri.”

• Uncheck “Show Siri in menu bar.”
• Click the Apple menu (apple icon).
• Click System Preferences.
• Click Users & Groups, then select the user account (the student should select themselves).
• Click Login Items.
• Highlight any items and click the “-” symbol to remove them from automatically opening.

• Close down all other applications.
• Restart the Mac computer.
• Click Finder.
• Click Applications, then find and immediately launch Lockdown Browser. Do not start any other app or search for anything else in the Finder.
• If a prompt appears that says “Siriknowledged” follow the instructions here: https://support.respondus.com/hc/en-us/articles/4409595654171-Siri-detected-as-running-on-Mac

Sometimes this occurs when there are numerous Blacklisted Applications running. To work around this, please ask the student to keep clicking Quit Lockdown Browser repeatedly, until the window closes.

Please ask the student to completely uninstall the Chrome Remote Desktop plug-in for Lockdown Browser. Please note that clicking Kill all applications will not work.

Please ask the student to follow the steps below:

1. Open Task Manager (Windows) or Activity Monitor (Mac).
2. End any Respondus Lockdown Browser processes.
3. Relaunch Lockdown Browser.

1. Go to Lockdown Browser in the Canvas course navigation.
2. Click the downward arrow icon in front of the quiz you are managing.
3. Click Settings in the dropdown menu that occurs.
4. Click Advanced Settings.
5. Click Allow students to take this exam with an iPad (using the “LockDown Browser” app from the Apple App Store).
6. Click Save + Close.

Students will get a warning message about a Swipe Gesture, which occurs when a swipe gesture is detected on a laptop-s touchpad by LockDown Browser, and if their behaviour is repeated, LockDown Browser will kick the student out of the exam.

Please let the student try uninstalling, then reinstalling LockDown Browser.

When students receive a warning message stating “Update server is not supplying information, or the connection to update server is blocked,” this means that security settings or another application is blocking acess to the Respondus servers that LockDown Browser uses.

Please ask the student to follow the steps below:

1. Disable 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”
   • On the “Security” tab, ensure that your settings are not higher than “Medium”
   • On the Advanced tab, click “Reset” located under the header “Reset Internet Explorer Settings”
   • In the window that opens, select “Delete Personal Settings” and then click on the Reset button. Doing this will impact all client browsers, not just Internet Explorer
3. After resetting the internet options, you may need to restart your computer
4. If the problem persists after following the above steps, try using a different WiFi network