When an individual student reports the warning message There is a problem with the setting for this exam. Please notify your instructor that they need to access the LockDown browser dashboard to fix this problem., it indicates the browser cannot retrieve the settings for the LockDown Browser-required exam.
The error can be caused by accessing the exam through a "reminder" entry in a toolbar or dashboard outside the course such as the "You have quizzes that are due" in the LMS home page. It's important for students to only access the exam by first navigating to the course and then going to the appropriate test area or content area within the course.
If the student is sure the correct navigation path is being followed, and the error still occurs, then the cause is likely related to one of the following:
- security settings
- network connectivity
- the ISP is preventing or restricting access to the Respondus servers (*.respondus.com, *.respondus2.com) or the school's LMS server.
One suggestion is to use the computer or a different computer on another network such as an Internet Café or community library.
If the deadline for an exam is near, we suggest locating another computer, Windows or Mac, with LockDown Browser. If allowed by the instructor, there is also LockDown Browser for iPad.
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A message appears indicating: There is a problem with the setting...
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The "Begin Exam" button is unresponsive on my Mac
If you’re using the Mac version of LockDown Browser and the “Begin Exam” button seems to do nothing (or it takes you back to a previous step), you will need to exit LockDown Browser and reboot your computer. This is a known “sleep mode” issue with Mac computers where the computer gets into a funny state after being in sleep mode for a couple of days.
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LockDown Browser Dashboard will not load in Canvas
If you are an institution that uses Canvas, and the LockDown Browser Dashboard will load for some courses, but not others, it may be caused by one of the following:
* there is an unacceptable symbol in the course title.
* there is an unacceptable symbol in one of the quiz titles.
Below is an example of an unacceptable symbol/image in a course title.
* you should also ensure that the LockDown Browser Dashboard tool has been made available to all courses in the institution, and not just those in a sub-account.
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How to update LockDown Browser
For Windows users, start Respondus LockDown Browser, select the “i” button from the toolbar, and then click “Check for Newer Version”. The version will be displayed and you will be able to download a newer version if one is available.
For Mac users, start Respondus LockDown Browser, select “About” from the toolbar, and then click “Check for Update.” The version will be displayed and you will be able to download a newer version if one is available.
You can also update LockDown Browser by downloading and running the full installation program again.
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Error codes: -21, -105, -106 , -115, -118
These error codes typically indicate a problem with your network, not with LockDown Browser. They will often be accompanied by a message that says "Failed to load page. Please check network connection."
If you receive any of these errors, we suggest that you use a different network to take your exam
Errors that indicate a network problem include:
* The network changed. (-21)
* The host name could not be resolved. (-105)
* The Internet connection has been lost. (-106)
* The proxy requested authentication (for tunnel establishment) with an unsupported method. (-115)
* A connection attempt timed out. (-118)
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"No servers found for the institution that support auto launching"
This error can occur for "auto-launch" environments (D2L, Schoology) when any of the following are true:
1) Your Respondus server profile is hidden. You'll want to ensure that your server profile is set to "No" for the setting "Hide this server from LDB."
2) If you have multiple LockDown Browser "apps" installed on your Mac. You can only have one for auto-launch to work. All extra LockDown Browser apps need to be moved to the trash, and then the trash should be emptied.
3) For Schoology, if you have specified a URL of "app.schoology.com" for your Respondus server profile, you need to ensure that a logon via that URL doesn't redirect. If such a redirect is occurring, your Respondus server profile should have the actual Schoology URL that includes your institution's name. Example: respondus.schoology.com
4) For Windows users, it's possible that you might have multiple LockDown Browser shortcuts present, each with different institution ID's. This is rare, but can occur when students need to use LockDown Browser to logon to more than one institution. In such a scenario, you need to ensure that the actual installation of LockDown Browser on your computer directs you to the institution that is using auto-launch.
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Error: Moodle server token database not set up correctly
This error is often caused by retrieving some tokens into the block database using an incorrect Respondus Server Profile. If so, then the clear tokens button in the settings must be used, or the block must be uninstalled and reinstalled.
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D2L - Why the LockDown Browser Dashboard is Not Loading for One Course
If the LockDown Browser Dashboard is successfully loading for many courses, but failing for one, the following are possible causes:
1. There may be an empty or corrupted value in the default "Submissions" message. Here is a KB article that deals with a related symptom of this: http://support.respondus.com/support/index.php?/Knowledgebase/Article/View/223/19/not-all-my-quizzes-are-showing-up-in-the-lockdown-browser-dashboard
2. Invalid or special characters in quiz titles (such as colon, hash, ampersand, etc.)
3. The Instructor has invalid role permissions. Please refer to the LockDown Browser Administrator Guide, under the section "Instructor Roles and Permissions for IMS Configuration."
4. Self-assessments or surveys turned off in the specific course. These are required (along with the relevant instructor permissions for them) for the Dashboard to load.
5. One or more of the quizzes has an IP restrictions. The D2L SOAP API which the Dashboard uses does not permit this. You'll need to remove the IP restriction from all quizzes in the course before the Dashboard will successfully load.
Note: if the IP Restriction icon remains on the quiz (even after you've deleted the restriction from the quiz's "restrictions" tab) the Dashboard may still fail to load. If this occurs, a workaround is to delete the quizzes with the restriction, then create new ones. Otherwise, you will have to contact D2L to remove the icon.
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Schoology - Our institution is Not Found in the LockDown Browser iPad "Search" Window
Schoology sites will not be able to find their institution when using the LockDown Browser iPad app search functionality.
This is because the iPad app should not be used to log in directly to Schoology. Rather, students should use the mobile Safari app to log in to Schoology, then launch the LockDown Browser app from the quiz.
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Blackboard - The LockDown Browser Dashboard Doesn't Load for One Course
Symptom: For one course, loading the Dashboard produces a STOP sign error with the text: "Unexpected Error. Please contact the system administrator".
If the Dashboard loads successfully for all courses but one, it may be a corruption of the underlying data file associated with the Dashboard. This can occur from a course copy or restore of a much older course archive.
We recommend the Blackboard system administrator (with system level access), go into the Blackboard server at the system level and rename or move the "lockdown_browser_settings_do_not_delete" file from the system level "PPG" folder for the specific course.
For example, this is a path on one of our test servers:
/usr/local/blackboard/content/vi/BBLEARN/courses/1/TEST002/ppg/lockdown_browser_settings_do_not_delete
where "TEST002" is the course ID of the course. Please be aware that the starting path will be different on your server and folder naming mighty be slightly different with the version of Blackboard Learn.
Once the system administrator renames or moves the "lockdown_browser_settings_do_not_delete" file, the instructor will need to navigate to the course and launch the Dashboard to generate a new underlying settings file and verify all the tests have the LockDown Browser requirement.
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“Unable to fetch server information from both primary and secondary mirror servers”
This error occurs when either your computer or network is blocking access to our servers. As a result, LockDown Browser cannot access and then load your institution's LMS.
The main server is hosted on Amazon S3 ( Amazon Web Services) with "www.respondus.com" as the mirror. If the LMS login page is not being loaded, then both are being blocked. To troubleshoot this problem, the best place to start is to temporarily disable any firewalls and/or anti-virus software to see if that makes the difference.
If the problem persists, it's possible that the block might also be set in the router.
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Schoology: "LockDown Browser was launched with an invalid custom launch URL payload"
This error is typically caused by using an ampersand (&) in the quiz title. This bug has been reported to Schoology and may be fixed in a future release of the Schoology LMS.
Removing the ampersand and replacing it with "and" will resolve the problem. In general, a best practice is to never use special characters in course or quiz titles.
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Using the iPad Edition of LockDown Browser with Managed Devices.
Version 3.2 and newer of the LockDown Browser iPad App supports Autonomous Single App Mode (ASAM) for institutions that use Mobile Device Management (MDM).
Using the LockDown Browser iPad App in conjunction with ASAM offers several benefits:
* Students don’t have to remember and enter a Guided Access (GA) password when starting or ending a LockDown Browser session. When starting an exam, the blue GA screen will briefly display before the user is sent directly to their exam.
* Once in the exam, students won’t be able to leave GA by triple clicking the Home button. This keeps the student locked into the exam. If a student needs to leave the App before submitting their answers, the lab manager must release the device through MDM.
* When the exam is submitted, the iPad App will automatically shut down Guided Access. The student won’t have to triple click the Home button, enter the GA password, and select the “End” button (as required with non-managed devices).
* MDM permits you to disable specific iPad features. These include:
- Autocorrect and spell checker
- Predictive keyboard
- Dictionary/Definition lookup
- Keyboard shortcuts
For more information on how to enable ASAM for the managed iPads when using Mobile Device Management (MDM), please refer to this article from Apple: https://support.apple.com/en-us/HT204775
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Accessing the LockDown Browser Dashboard results in "This tool can only be accessed by Instructors"
This error typically occurs if your instructor role does not have a check mark under the "Instructor" column in your Brightspace IMS configuration.
1. Login as an administrator to the Brightspace server, locate the Admin Tools menu, and select “IMS Configuration”.
2. The default Instructor role requires only the instructor permission checked.
3. If a custom instructor role is defined on your server, ensure that this role has the same permissions checked.
If the error persists after making this change, verify that all the necessary permissions are set for the default and custom instructor roles as documented in the LockDown Browser Administrator Guide, under the section titled "Instructor Roles and Permissions for IMS Configuration."
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Missing Scrollbar on Mac
Mac Trackpad users may experience the scrollbar not appearing during an exam. To resolve the problem, on your Mac go to System Preferences > General. Change "Show scroll bars" to "Always" as shown below.
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"Start Quiz" Button is Missing
If the "Start Quiz" button is missing (both in a normal browser and LockDown Browser) in Canvas, it's due to a Canvas bug with the start date for the course.
The default start date for the course comes from the term settings, but the start/end dates set at the course level are supposed to override the term dates. Canvas is wrongly referencing the term date rather than the date set at the course level. This problem will typically only occur for courses where the instructor is trying to get students to complete a quiz before the official start of the semester or term.
Example: The term is set to start on 5/10/2016. However, the instructor has set the start date for the course to 5/3/2016 to allow early access to the course.
To work around this bug, you may need to do one or more of the following:
* Set the start date for the term to the present date.
* Ensure there is a start and end date for the course.
* Select the “Users can only participate in the course between these dates” checkbox.
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Respondus 4.0 System Requirements
Operating System
Windows 10, 8, 7, Vista. Windows RT is not supported.
Memory
32 MB RAM minimum
Hard Disk Space
10 MB of free hard disk space for program files
Monitor
1024x768 or 1280x720 minimum resolution
Download Time
The file size is approximately 10 MB.
Learning Management System
Respondus 4.0 is compatible with the following learning management systems and industry standards:
Blackboard Learn 9.x (Enterprise & Basic)
Brightspace 10.x
Instructure Canvas
Moodle 2.x - 3.x
IMS QTI 1.x
ANGEL LMS 6.3 and higher
Pearson LearningStudio (eCollege)
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Does Respondus 4.0 support question types unique to the specific LMS?
The Respondus 4.0 Import Questions supports the import of the question types common to the majority of the supported learning management systems along with IMS QTI including multiple choice, true-false, multiple response, fill-in-the-blank, matching and essay. Most other question types that are unique to a specific learning management system (such as Moodle "Description", "Ordering", "Select Text", "Drag & Drop Text", and Blackboard Learn "Quiz Bowl") are not supported for import from text/Word files.
For question types unique to the LMS personality, we recommend entering the Description questions directly into Respondus->Edit. You can also enter the Description questions in a Moodle course and then retrieve the questions into a Respondus file.
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"Only teachers are allowed to access this content" when attempting to view spread sheet.
If the instructor permissions are not specified correctly in D2L Brightspace, the following error can occur when attempting view a student submitted spread sheet.
Please ensure that all instructor roles have the ability to “see user enrollments”. It's also important to check all other necessary instructor permissions, as specified in the LockDown Browser Administrator Guide for D2L Brightspace.
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Mac: Webcam not detected at exam start
If your webcam works fine during the pre-exam webcam check, but at exam start you see the below message, it is likely caused by 3rd party anti-virus software that is installed on your computer.
The most common of these are Avast and McAfee.
If you have McAfee installed, you should temporarily disable the software, then try to take your exam again.
If you have Avast installed, first try disabling the “File System Shield” in Avast Preferences. (Avast->Preferences->File System Shield).
Afterwards, try your exam again. If the problem persists, try temporarily disabling Avast completely.
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