Clik here to view.
I am not receiving emails from Respondus Support
The first time you submit a ticket to Respondus Technical Support, you should receive an email from us which contains login credentials to the Respondus Support helpdesk. Example:...
View ArticleClik here to view.
The resolution of this image is too high to display
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. When such an image is detected, LockDown...
View ArticleClik here to view.
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...
View ArticleDoes 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,...
View ArticleBlackboard - The LockDown Browser Dashboard Doesn't open 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...
View ArticleClik here to view.
Schoology - Our institution is Not Found in the LockDown Browser iPad...
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...
View Article"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...
View ArticleSchoology: "LockDown Browser was launched with an invalid custom launch...
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...
View ArticleClik here to view.
Accessing the LockDown Browser Dashboard results in "This tool can only...
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...
View ArticleClik here to view.
"Only teachers are allowed to access this content" when attempting...
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...
View ArticleUpdate Check Failed: Error Code A19
First, reference this article and ensure that all the necessary servers are accessible via your network and computer. If you've determined that all the servers are accessible, you should then...
View ArticleClik here to view.
Permissions Dialog Appears
When you click on the "Launch LockDown Browser" button (D2L Brightspace) or "Start New Attempt" button (Schoology), whatever browser you are using will initially ask you permission to open the LockDown...
View ArticleClik here to view.
D2L Brightspace - "Sorry, too much time elapsed to start this quiz."
The above error results when the LockDown Browser session and D2L quiz are not started in a timely manner. The time it takes to start the LockDown Browser session can be delayed by any of the...
View ArticleClik here to view.
Canvas - The LockDown Browser LTI Tool is not appearing in my course
If you have installed the LockDown Browser Dashboard LTI tool to your Canvas instance, but still don't see it in the course menu, the following explanations are possible explanations: 1) The LTI tool...
View Article"Make Available to Course" is missing
If after creating a new StudyMate project, you do not see the "Make Available to Course" option in the StudyMate project’s menu, it's likely because you are not logged in to the LMS with an instructor...
View ArticleCan I use StudyMate with my learning management system's mobile app?
Various Learning Management Systems have their own mobile apps. The StudyMate app was designed to work with the full, browser-based version of your learning system, not with the LMS mobile apps. You...
View ArticleClik here to view.
Does the new StudyMate support Blackboard's master/child class structure?
No. The Master/child class structure is not supported in StudyMate. Students enrolled in the master class will always be able to view StudyMate content. However, students enrolled only in a child class...
View ArticleClik here to view.
Canvas: A server profile was found, but the LMS type doesn't match your server.
The below error can occur if the consumer key is specified incorrectly when adding the StudyMate app to your Canvas instance. When copying/pasting the consumer key and shared secret from the Respondus...
View ArticleClik here to view.
Mac: Webcam Not Detected
If your webcam is not detected at some point during the pre-exam webcam check, and you see the below message, it is likely caused by 3rd party anti-virus software that is installed on your computer....
View ArticleRespondus 4.0 System Requirements
Operating SystemWindows 10, 8, 7. Windows RT is not supported. Memory32 MB RAM minimum Hard Disk Space10 MB of free hard disk space for program files Monitor1024x768 or 1280x720 minimum resolution...
View ArticleClik here to view.
"There is a problem with the LockDown Browser settings for this exam"
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...
View ArticleClik here to view.
Canvas - 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"...
View ArticleClik here to view.
"Flash is not working" message when reviewing videos
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...
View Article"Error sending exam start notification, unable to continue with exam."
"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...
View ArticleAre all advanced settings available with the LockDown Browser Chromebook app?
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...
View ArticleClik here to view.
"Feature Transfer Error" during install of LockDown Browser
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...
View ArticleCanvas: "Fix it" results in "Request to fix the exam settings...
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...
View ArticleClik here to view.
Siri detected as running on Mac
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...
View ArticleClik here to view.
OS X 10.14.1 (Mojave) and Camera Permissions
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...
View ArticleClik here to view.
Canvas - 1001:One or more parameter 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...
View ArticleInstitution name not showing up in search field in LockDown Browser for...
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...
View ArticleClik here to view.
Mac: "Connecting to media server, please wait..."
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...
View ArticleClik here to view.
How does the optional setting in Respondus Monitor work?
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. *...
View ArticleClik here to view.
Spinning Wheel During Webcam Check
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....
View ArticleClik here to view.
Err_Cert_Date_Invalid (-201)
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...
View ArticleClik here to view.
Using Mac VoiceOver with LockDown Browser
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...
View ArticleClik here to view.
Using Voice-to-Text with LockDown Browser
Respondus LockDown Browser works with these programs that include voice-to-text functionality: Mac Voice Control Windows Speech Recognition Mac Voice Control: How to enable Voice Control: Click on...
View ArticleClik here to view.
Using Mac Voice Control with LockDown Browser
How to enable Voice Control: Click on the Apple button in the top left and select “System Preferences”. Go to “Accessibility” > “Voice Control” and click on the box next to “Enable Voice Control.”...
View ArticleCan a Chromebook be used with LockDown Browser and Respondus Monitor?
A “beta” release of a new Chromebook extension for LockDown Browser is currently available for exams delivered in the Instructure Canvas LMS. Both "Classic" and "New" quizzes are supported in Canvas....
View Article"Video connection timed out"
If you encounter the "Video connection timed out" error, please do the following: 1) Try clicking the "try again" button on that same page. This may permit the connection to be established. It's only...
View ArticleIs LockDown Browser tested with each update of Windows?
Yes LockDown Browser is part of the Windows Compatibility Program at Microsoft. Each pre-release of Windows is tested with LockDown Browser by Microsoft allowing Respondus to address any issues found...
View ArticleExam title states a webcam must be used, but the exam settings don't indicate...
This error indicates there is either a problem with the exam's title, the exam's settings, or possibly with the navigational route the student is taking to the exam.* The instructor should open the...
View ArticleCan a Chromebook be used with LockDown Browser? (K-12)
A “beta” release of a new Chromebook extension for LockDown Browser is currently available for exams delivered in Canvas (Classic and New Quizzes) and Blackboard Learn (Original view). This solution...
View ArticleClik here to view.
Windows - How to Setup Keyboard Language Switching for LockDown Browser
How to Setup Keyboard Language Switching on Windows 10 1) Press the start button and type "Edit Language and Keyboard Options." 2) Open the settings and click "Add a language." 3) Type the needed...
View ArticleClik here to view.
Mac - How to Setup Keyboard Language Switching for LockDown Browser
How to Setup Keyboard Language Switching on MacOS 1) Go to System Preferences (Click the Apple logo in the top-left). 2) Go to “Language & Region” and select "Keyboard Preferences.” 3) Click...
View ArticleSubdomain Support for Instructure Canvas
If you use Instructure Canvas as your LMS, LockDown Browser now supports the use of multiple LMS domains. Many institutions use a "vanity URL" for students to access their system.For this to work, your...
View ArticleClik here to view.
Chromebook - Cannot move past the D2L Brightspace "start quiz" page
If you are trying to use LockDown Browser for Chromebook with your D2L Brightspace exam, you'll first need to allow pop-ups for your D2L environment in the Chrome Browser.If you do not do this, you...
View ArticleClik here to view.
Installing LockDown Browser on Mac returns digital signature error
If you encounter the above error when attempting to install LockDown Browser on a Mac, please review this article: https://support.respondus.com/support/index.php?/Knowledgebase/Article/View/89 The...
View ArticleRespondus LockDown Browser Keyboard Shortcuts
The following is a list of Respondus LockDown Browser keyboard shortcuts for Windows and macOS that may assist students with disabilities. Although many of the below shortcuts work within standard web...
View ArticleRespondus Official Support Hours
Respondus Support is available via a ticket-based system from 5 am to 6 pm U.S. Pacific Time (8am to 9pm U.S. Eastern Time) Monday to Friday, excluding U.S. holidays. Weekend support has more limited...
View Article