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LockDown Browser - Respondus Student Troubleshooting
This overview provides some troubleshooting tips for students and instructors using Respondus LockDown Browser for exams.
Note: To avoid getting “kicked out” of an exam before you’ve finished, DO NOT use a wireless Internet connection – connect via an Ethernet (hard-wired) connection if at all possible before starting the exam!
Launching the correct browser to take a quiz/exam in Lockdown browser
Issue: You are
prompted to enter a password, but your instructor says there is none required.
You’ll see this message:
sure you aren’t using a different browser (i.e. Firefox, Chrome, etc.) to log
into Blackboard – if the exam name says “Requires Respondus LockDown Browser”
you must open Respondus LockDown
Browser to log in to Blackboard and take the exam.
LockDown Browser stops responding after you enter your Blackboard course, but before you start the exam
Issue: Some windows that pop up due to security restrictions may appear behind the Lockdown Browser window for Blackboard. These pop-ups require the user to click through them before taking you to the next Blackboard page. When this occurs, the Lockdown Browser will just sit at a blank page waiting for you to click the security pop-up before proceeding. Because Lockdown Browser will not let you move or resize a window, you cannot get to the pop-up, resulting in an effective freeze of the browser.
Solution: Since you are not in the exam yet, you can close the Lockdown Browser. Closing the Lockdown Browser will allow you to see the security pop-up, at which point you can click "OK". Restarting Lockdown Browser after clicking through the security pop-up should allow you to proceed to the exam without problem. This works only if you restart Lockdown Browser immediately after you close the pop-up window. If you go to another website, restart your computer, or make any changes to your computer, you may encounter the problem again after restarting the Lockdown Browser
After launching an exam in LockDown Browser, you see a blank page that fills the entire screen
Issue: A pop-up requires attention, and is hidden behind a full screen Lockdown Browser window. Because you have already started the exam, Lockdown Browser will not allow you to close the program, resize, or move the window so you cannot get to the pop-up window, and your computer is effectively locked.
Solution: There is no known workaround for this problem at the moment. If this happens, you'll need to restart your computer by powering off the computer, then powering it back on. If the same problem occurs again, try launching LockDown Browser using a different computer.
You lose your internet connection while taking an exam with LockDown Browser
Issue: If you lose your internet connection while taking a test using the Lockdown Browser, it will freeze the Lockdown Browser program.
Solution: There is no known workaround for this problem. If this happens, you'll need to restart your computer by powering off the computer, then powering it back on. Your instructor will need to reset your test in Blackboard before you will be able to take it again if the instructor allowed only one attempt for this test. Contact your instructor.
Password provided by your instructor is not working
Issue: Your instructor provided a password that looks something like this - 0cfb94490c716b - but it doesn’t work in the Password prompt.
Solution: Contact your instructor – this is a Respondus-generated internal password only instructors see, but it cannot be used to launch the exam.
You get error messages regarding browser settings or test options
Issue: You see these error messages – “There is a problem with the LockDown Browser settings for this exam.” or “Error: Problem with Test Options for this exam.”
Solution: Contact your instructor. They need to change the exam settings in the Respondus LockDown Browser dashboard before any students will be able to take the exam.
You get the message - "This program can only be launched in another browser"
Issue: You see “This program can only be launched from a link in another browser” – you may have both Respondus LockDown Browser and ALEKS LockDown Browser installed on the same computer, OR you may have downloaded/installed Respondus LockDown Browser from a non-NDUS source.
Solution 1: If you see “OEM” in the error message: close the browser and open the Respondus LockDown Browser icon or app launcher without “OEM” in the name and try again.
Your exam freezes or you get “kicked out” after starting the exam
Issue: You see “Failed to load page. Error code -21, -101”, another error code or no error code, and the exam ‘freezes” or you get “kicked out” after starting the exam.
This was most likely caused by intermittent or temporary problems with your Internet connection. This can happen frequently with wireless Internet connections but can also happen with hard-wired connections.
Solution: Contact your instructor to request another attempt if only 1 attempt is allowed. If more than 1 attempt is allowed for this exam, click the exam link again to start a new attempt or restart the first attempt if allowed.
Note: Use a different computer and/or Internet connection to take the exam again, if at all possible!