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"There is a problem with the LockDown Browser settings for this exam"

June 13, 2017, 1:56 pm
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there is a problem with the settings error

The above error typically occurs because of one of the following:

1) The course is a copy, and the instructor did not open the LDB Dashboard once before students began taking exams.
2) The course is not a copy, but the quiz in question was migrated into the course from an old course, and the instructor did not open the LDB Dashboard once before students began taking that exam.
3) If the D2L Brightspace LMS is being used, the course may have the old legacy LDB settings for the quiz (via the restrictions tab), but the quiz title needs to be updated to include our title amendment (-requires Respondus LockDown Browser).
4) If the D2L Brightspace LMS is being used, the error may be caused by LockDown Browser settings not saving correctly for the quiz. This can be caused by a "null" or an empty value in the D2L "Message" field. This field permits you to have a message presented to students upon test submission.  Instructors can see this field by navigating to the course and quiz, then following this click path: Edit Quiz->Submissions Views tab->Default View->View Properties->"Message". The quickest way to resolve the problem is to enter some text (even a blank space using the space key) in the "Message" field and save the quiz again. Then open the LockDown Browser Dashboard again, select the quiz, and save all settings. You can then ask your students to attempt the exam again.
5) Having two Respondus server profiles that point to the same root LMS URL. If the D2L Brightspace LMS is being used , this can cause problems with D2L Autolaunch of LockDown Browser.

For reasons 1-3 above, opening the LDB Dashboard once for the course (and all others) should resolve these errors. This LTI requirement is always necessary for course copies, and also when a quiz is migrated in from an older course.  

Once you open the Dashboard, look for any errors and click the "Fix it" button.  You may not see any errors, and this if fine. But the opening of the Dashboard itself will activate the LDB settings for the copy.  It is not necessary to re-save each individual quiz's settings. Once you do this, the errors will typically cease for all students who subsequently take their exams.

For reason #5, you should check your Respondus server profiles and ensure that the "URL for root folder of actual D2L system" has a unique D2L URL that is not used by any other server profile.
 

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Canvas - Course (OK), Exam (Unknown)

September 18, 2017, 3:46 pm
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course OK exam Unknown

The above error indicates the the exam's LockDown Browser settings could not be detected. For Canvas users, this may be due to you not letting each page fully load before clicking on the "Take Quiz" button.  

The open tab in LockDown Browser contains a “spinner” indicator that tells you when the page is fully loaded. In the case of the below example, the spinner is indicating the page has not yet finished loading.

still loading

A closer look at the “spinner” indicator:

spinner closer

When the page is fully loaded, the spinner will disappear. You can now proceed.

spinner resolved

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White screen (or crash) occurs when logging in

September 5, 2017, 10:23 am
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If you experience a white screen or crash when logging in to your school's Learning Management System (LMS) via LockDown Browser, it is possible your LMS homepage contains large image files. It's also possible that the student photo/avatar for your profile is too large.

Your login to the LMS might go well, but if the problem occurs when you navigate to your course's homepage then large images might reside there.

The first step you should take is to upgrade to LockDown Browser for Windows, version 2.0.2.08 or higher. Once you do that, most problematic image files will be replaced with a message that says "The resolution of this image is too high to display."  This should prevent the white screen or crash from occurring. See this article for more information.

LockDown Browser does not cache images (like a standard browser does) and overly large images can result in problems with LockDown Browser loading the page. These large files also increase server load and bandwidth, potentially resulting in sluggish server behavior even when using standard browsers.

If you are a student, we recommend that you first investigate the size of the avatar for your profile. Remove or resize it and see if the problem is resolved.

For administrators and faculty, investigate each image on the LMS homepage and course pages. A best practice is to reduce all images to 40-100kb in size.

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"Flash is not working" message when reviewing videos

May 31, 2017, 1:13 pm
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If you see the below error when trying to review videos, you need to enable the Adobe Flash Player to access your Learning Management System domain.

For Google Chrome:

1) You need to go to Settings and scroll down to the bottom of the page and click on "Show advanced settings…"
2) Under "Privacy" click on the "Content Settings" button.
3) Under the "Flash" header, select "Allow Sites to run Flash".


or...


Under the "Flash" header, select "Block Sites from running Flash"  then click the "Manage Exceptions" button.
Add your LMS domain to the "Hostname Pattern" field, and in the "Behavior" field select "Allow".  Afterwards, click "Done".

For Safari:

1) Open Safari, and log in to your LMS server.
2) Click on "Safari" in the upper menu of the Safari browser, then select "Preferences."
3) Click on the Security tab, then under the header titled "Internet plug-ins" select "Plug-in Settings"
4) Add your LMS server to the Adobe Flash Player list, and set the permission to "On".


For Internet Explorer and Edge:

1) Open Internet Explorer, and log in to your LMS server.
2) In Internet Explorer, click the Tools menu in the upper-right corner.
3) From the Tools menu, choose Manage add-ons.
4) Under "Show", select "all add-ons".
5) Select Shockwave Flash Object from the list.  
6) Click Enable, and then click Close.

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"Error sending exam start notification, unable to continue with exam."

February 26, 2018, 6:56 am
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"Error sending exam start notification, unable to continue with exam."

This error will occur when the exam requires Respondus Monitor, but the computer and/or network is not able to communicate with our Monitor server. The following domain must be permitted on your computer and network: 

*.smc-service-cloud.respondus2.com

Other essential domains are:

Server profiles: server-profiles-respondus-com.s3-external-1.amazonaws.com
Update server: static-public-downloads-cloud.respondus.com
Installs/Downloads: *.respondus.com
Help Center: help-center-respondus-com.s3.amazonaws.com

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Are all advanced settings available with the LockDown Browser Chromebook app?

May 2, 2018, 12:13 pm
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No. Not all advanced settings available via the LockDown Browser Dashboard are currently available in our Chromebook app.

Examples would be the calculator, "early exit" (allowing students to leave an exam early and provide a reason visible to the instructor), and spreadsheet support.

We hope to add new features to LockDown Browser for Chromebook in future updates to the software.

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"Feature Transfer Error" during install of LockDown Browser

June 12, 2018, 3:35 pm
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If you encounter the above error when attempting to download and/or install LockDown Browser, then it's likely Windows Defender interfering. 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.

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Canvas: "Fix it" results in "Request to fix the exam settings failed."

June 18, 2018, 12:19 pm
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An embedded page at smc-service-cloud.respondus2.com says: Request to fix the exam settings failed. Please contact the system administrator.

The above error can occur if you have locked your course and/or exam (common for Canvas blueprint courses) and you then attempt to click on a "fix it" button in the LockDown Browser Dashboard.

Because the quiz is locked, the LockDown Browser Dashboard cannot make the necessary changes to the quiz, and the error results. Unlocking the quiz in the course master will likely be necessary in order to resolve the problem.

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Siri detected as running on Mac

August 30, 2018, 1:59 pm
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If either of the above messages is received when starting LockDown Browser for Mac, it indicates that Siri has been detected as running on the computer. As Siri is not permitted to run during a LockDown Browser session, it will be necessary for you to click on the "kill these applications" button.

If this button fails to close Siri, it indicates you might not be logged in as the primary user, who is also the administrator of the system. The "primary user" is the person who initially installed MacOS Sierra or MacOS High Sierra (or initially set up a new Mac).

The first thing to do is to try clicking the "Kill Applications" button repeatedly, as this has been shown to close down all running Siri processes.
 
If your Mac has two or more accounts, please verify the other accounts are not active by clicking on the user's name in the upper right side of the menu bar.

In the long term, we suggest the following steps:

1. Go to Mac->System Preferences->Siri->"Siri Suggestions & Privacy" to uncheck any selected apps in the list, click "Done".
2. Go to Mac->System Preferences->Siri to uncheck (disable) "Enable Ask Siri" and uncheck "Show Siri in menu bar"
3. Go to Mac->System Preferences->Users & Groups->"user"->"Login Items", highlight any items and click the "-" to remove them from automatically opening.
3. Close down all other apps.
4. Restart the the Mac.
5. Immediately go to Finder->Applications to start LockDown Browser (do not start any other app or do any searching in the Finder)

If the student still gets a prompt about "siriknowledged", they can follow the steps as seen in this screen capture: https://www.screencast.com/t/hOB3VxLj
1. Go to Finder->Applications->Utilities->Activity Monitor and start the app
2. In the View menu select "All Processes"
3. Locate and highlight "siriknowledged"
4. Click the "circle x" in the upper left.
5. Click "Force Quit" to close the process.
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No Playable Sources Found

September 12, 2018, 11:17 am
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If you encounter the above error when attempting to view student videos via the Google Chrome browser, please follow these steps to set the necessary Flash permissions.

Step 1: In Google Chrome, open the LockDown Browser Dashboard and access the video which displays the “no playable sources” error.

Step 2: Click on the “lock” icon in the URL window

Step 3: Select “Site Settings”




Step 4: In the Settings, choose “Flash” and then click on the pull down arrow and select “Allow”. This will permit Flash to access your domain. Once you make this setting, simply close the tab. There is no “save” button that can be used on this step.



Step 5: Reload the LockDown Browser Dashboard for the course and access the video again. The error should no longer appear, and you should be able to view the student’s video. This change should positively impact all videos for all courses.

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TinyMCE Editor and LockDown Browser

October 19, 2018, 2:58 pm
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There is a known incompatibility between the TinyMCE editor in Moodle, and LockDown Browser version 2.0.3.  This incompatibility is with the version of Chromium Enhanced Framework (CEF) that LockDown Browser 2.0.3 uses.
The symptoms of this problem include hangs/freezes, white screens and sporadic problems when submitting the exam. 

The best workaround is to set your default editor to be the ATTO editor.
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OS X 10.14.1 (Mojave) and Camera Permissions

November 2, 2018, 2:19 pm
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If you have upgraded to OS X 10.14.1 and are using LockDown Browser for the first time,  you will likely need to manually grant LockDown Browser permission to access your camera and microphone.
To do this, on your Mac go to: System Preferences > Security and Privacy > Privacy

Click the lock icon in the lower left, then enter your admin password. Afterwards, click on "Camera" in the left hand menu and then click the check box next to LockDown Browser, as shown in this photo:



Perform this same action for your microphone:



Afterwards, click the lock icon to prevent further changes.
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Chromebook - Logon Credentials Being Remembered

November 15, 2018, 7:06 am
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If you have Chromebooks being used by multiple students, and student logon credentials are being remembered by LockDown Browser (even after shutting down the app and restarting the Chromebook), it may be due to a setting in your Google Admin Suite.

LockDown Browser does not cache logon credentials.

In the admin suite, navigate to "device settings/sign-in settings."  You will likely see an option for "User Data."  If "Do not erase all local user data" is set, this is why the logon credentials are being remembered. If you desire to change this behavior, change the setting to “Erase all local user data”.
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Canvas - 1001:One or more parameter missing

December 4, 2018, 9:54 am
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1001: one of more parms missing


If you are receiving the above error when either opening the LockDown Browser Dashboard LTI tool, or running the integration test for your Respondus Server profile, you should first check to see if the relevant developer key is installed and enabled.

To do this, in your Canvas instance log on with admin level credentials, then navigate to: Admin > Developer Keys > Inherited

Make sure Respondus is listed, that it's turned "on" and that the ID is 170000000000427.  (Screen shot below). If you do not see this listing at all, contact Instructure for assistance in setting up the key for your instance.

Canvas keys
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Institution name not showing up in search field in LockDown Browser for Chromebook

March 1, 2019, 2:26 pm
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If your institution's name is not showing up when searching for it in LockDown Browser for Chromebook, you should check to see if your Respondus server profile is hidden.

1) Log in to the Respondus Admin Area at: https://www.respondus.com/campus-portal/login.php

2) Navigate to "LockDown Browser" > Control Panel

3) Locate the relevant server profile and click on the link titled "Modify Settings."

4) "Hide this server from LDB (student and lab editions)" should be set to "No". If it is set to "yes", this is why your institution name is not being found.
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Mac: "Connecting to media server, please wait..."

May 16, 2017, 10:52 am
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When starting your Respondus Monitor exam on your Mac computer, you might encounter a problem connecting to the Respondus Media Server.

A variation of this same problem might produce an error that says:

"STOP. We're unable to connect to our media servers from your computer."

The errors indicate that your computer cannot make the necessary connection with the Respondus media servers in order to record video.  This can be caused by:

1) Anti-virus or firewall software running on your computer. Temporarily disabling these may help, but be sure to re-enable your anti-virus afterwards.
Disabling the Mac Filevault and Firewall may be necessary. You can do this via System Preferences > Security

AVG for Mac has been shown to cause the above problem. It also can interfere with the photo steps in the pre-exam webcam check, resulting in your camera not being found.

Disabling the AVG "Realtime Protection" is easy to do via the AVG user interface. The screen print below shows Realtime Protection turned on. You need to click on this and set it to "off". If you choose to implement  the above workaround, be sure to re-enable your AVG Realtime Protection once the exam is finished.




2) The WiFi network you are using. There could be a block to the necessary ports for the media server connection (Ports 80 and 1935.) You can try using a different network to see if that helps.

3) Lack of bandwidth. The ports may not be blocked on your network, but it could be that the bandwidth simply isn't sufficient to stream video to our server. Using a hard wired connection may help, but if not available, get as close to the router as possible, and be sure to disable all other running applications on your computer, and bandwidth intensive applications on the network (Netflix, Hulu, Amazon Prime video, gaming, etc.).

There are two troubleshooting steps you can perform that will help isolate the cause of the problem:

Step 1) Go to the LockDown Browser Help Center (look for the icon in the LockDown Browser toolbar when in your course). Once there, click the button titled "Run System Check." Does running this check produce green check marks for all the tests, as shown below? It's very important that they all pass, especially the "Ports Check." If the Ports Check fails, this is why the "media server" error is occurring.

system check results

Step 2) In the LockDown Browser Help Center, click the button titled "Run Webcam Check." Are you able to see your image in the webcam window, then record a video and play it back? If not, then your computer and/or network is blocking the necessary ports.

If so, using a different computer or network may be necessary.

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How does the optional setting in Respondus Monitor work?

October 7, 2019, 11:11 am
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With Respondus Monitor, exams can be set up to allow students a choice of taking tests with a webcam and LockDown Browser, or in a proctored environment with LockDown Browser. Here's how it works.

* Set up your test and require LockDown Browser in the LockDown Browser Dashboard
* Select the setting,
* Create a password, or access code
* Provide the password to the proctor or testing center. Never give the password directly to a student. 
* When a student begins a test with this setting applied, they will see an initial screen (see below) that allows them to select if they have a webcam or if they are at a proctored location.
-- If the student selects to use a webcam, they will then need to complete the Webcam Check and other Startup Sequence items before starting the test.
-- If the student selects a proctored location, they will be prompted for a password. The proctor then enters the password and the student can start the test.

optional setting
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Spinning Wheel During Webcam Check

January 15, 2020, 7:05 am
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spinning wheel

If you encounter the above "spinning wheel" (and blanked out frame where your webcam image should be), the first thing to check is whether you've enabled the correct privacy settings for your camera. 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.

To check the settings on the Windows 10 operating system level, go into camera privacy settings, as shown in this photo:


Camera privacy settings

Once on the privacy settings page, scroll down and look for the desktop apps permission, and make sure it's set to "on" and that LockDown Browser shows up, as in this photo:

desktop permissions

You should also check similar camera privacy settings in camera utilities or anti-virus software that may be installed on your computer.

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Err_Cert_Date_Invalid (-201)

July 22, 2020, 1:18 pm
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If you receive an error while using LockDown Browser for Mac that is similar to the one shown above, it is because you are using an older version of Mac OS X, with an expired certificate.

The only way to resolve this problem is to upgrade your OS X to macOS 10.15.

To upgrade:

1) Click the APPLE icon in upper left of your screen.
2) Choose App Store in the list that appears.
3) In the search window on the page that appears, type: catalina
4) The Catalina 10.15.5 update should appear. Download and install the update.
If the Catalina update is not listed, there may be another update available which you can apply, such as "High Sierra" or "Mojave".
5) Once the update finishes, please try again to use LockDown Browser.
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Using Mac VoiceOver with LockDown Browser

July 29, 2020, 9:29 am
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The VoiceOver accessibility feature works with the Mac version of LockDown Browser. However, there are some differences in the way that VoiceOver functionality is accessed in each learning management system. The following notes may be helpful for students using VoiceOver.

Beginning an Exam

• For the pre-exam webcam checks and at the start of exams, students will often need to press the Control + Option + Shift + Down Arrow keys once for each new page to get to the web content area.
• D2L Brightspace exception:  At the start of exams, the student can immediately start navigating with VoiceOver by using the Control + Option + Right or Left Arrow keys.

Navigation

• Students can press the Control + Option + Right Arrow keys (or Left Arrow to go back up the page) for VoiceOver to access content and buttons on the page.
• If a student is stuck on a certain area in the page, it can be helpful to press the tab key to skip to a different group of content.

Multiple Choice Questions

• Options for multiple choice questions can be selected by pressing the Control + Option + Spacebar keys.

Fill in the Blank Questions

• When VoiceOver says “Text Field”, students are able to start typing their answer to the fill in the blank question. After they have done so, they can move to the next question by pressing the Control + Option + Right Arrow keys.

Matching Questions

• Press the Control + Command + Spacebar keys to open the drop-down menu.
• Use the Up and Down Arrow keys to scroll through the options.
• Press the Control + Command + Spacebar keys to select the option.

Essay Questions

In Blackboard and Canvas, Essay questions require additional user actions to access the text field:

• When the VoiceOver says "Frame 0" press Control + Option + Shift + Down Arrow to enter the text field area for typing the answers to essay questions. (See image below)
• To exit the text field, press the Control + Option + Shift + Up Arrow keys until VoiceOver states "Frame 0" again.
• After doing so, you can move on to the next question by pressing the Control + Option + Right Arrow keys.

Voiceover example

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