Troubleshooting LockDown Browser

LockDown Browser is a custom browser that locks down the exam environment within HuskyCT. When LockDown Browser is used during an online exam, students are unable to navigate to other URLs, switch applications, take screenshots, copy questions or print.  Instant messaging and email applications are also disabled.

Students taking exams in LockDown Browser may encounter issues installing or executing the application.  If the deadline for an exam is near and you are experience issues, we suggest locating another computer with LockDown Browser.

The minimum system requirements for using LockDown browser is available at:
http://support.respondus.com/support/index.php?/Knowledgebase/Article/View/89/0/what-are-the-computer-requirements-for-installations-of-respondus-lockdown-browser

Below are some of the most commonly reported issues, causes and resolutions.

LockDown Browser is not opening

Cause: LockDown Browser installation may be corrupt or running in an inconsistent state

Resolution #1:

  1. It’s possible some programs may be interfering with LockDown Browser.  Try closing all programs on your computer (other than those used to connect to the internet) prior to launching LockDown Browser. This includes programs which are executed during start-up and deemed non-essential (i.e. don’t disable your anti-virus, wireless/network connection, etc…).

Resolution #2:

  1. Open Google Chrome and clear the cache.  Step-by-step instructions for clearing browser cache can found at: http://www.refreshyourcache.com/en/home/
  2. Restart your computer

Resolution #3:

  1. Uninstall LockDown Browser
  2. Open Google Chrome and clear the cache.  Step-by-step instructions for clearing browser cache can found at: http://www.refreshyourcache.com/en/home/
  3. Restart your computer
  4. Download LockDown Browser from this location only (very important):
    http://www.respondus.com/lockdown/download.php?id=856213959
  5. Start the install for LockDown Browser, following these directions:
    http://abouthuskyct.uconn.edu/wp-content/uploads/sites/1715/2016/07/LockDownBrowser_StudentGuide.pdf

LockDown Browser is not displaying the HuskyCT login page

Cause: Incorrect version of LockDown Browser

Resolution:

  1. Uninstall LockDown Browser
  2. Open Google Chrome and clear the cache.  Step-by-step instructions for clearing browser cache can found at: http://www.refreshyourcache.com/en/home/
  3. Restart your computer
  4. Download LockDown Browser from this location only (very important):
    http://www.respondus.com/lockdown/download.php?id=856213959
  5. Start the install for LockDown Browser, following these directions:
    http://helpcenter.uconn.edu/2015/01/12/using-lockdown-browser-for-huskyct-exams/

Error message displays: “Unable to retrieve settings from the Respondus server”

Cause: Respondus servers have been blocked by your internet/browser/firewall or SSL protocols disabled

Resolution #1:

  1. Click on your Start Menu icon
  2. Access the Control Panel and select “Network and Internet”
  3. Select “Internet Options” and on the “Security” tab, ensure that your settings are not higher than “Medium”
  4. On the Advanced tab, click “Reset” under the header “Reset Internet Explorer Settings”.
  5. In the window that opens, select “Delete Personal Settings” and then click on the Reset button. Caution: Doing this will impact all your web browsers, not just Internet Explorer.
  6. Restart your computer

Resolution #2:

If the problem persists, there may be a block elsewhere on your PC (firewall, anti-virus software) or possibly in the ISP/network you are using.  To determine if this is the case, use the “Help Center” icon in the LockDown Browser toolbar.  See our blog post for more details.

help-center-toolbar

  • Try using the computer on a different network, or…
  • Try using a different computer on your main network.

Error message displays: “There is a problem with the settings for this exam

Cause: This error is often caused if the course is a copy of another course (your instructor will know if that’s the case), and the instructor has not yet opened the LockDown Browser Dashboard in the copied course.

ldb-error-due-to-settings

Resolution #1:

  1. Instructor should log into the course and access the Respondus LockDown Browser Dashboard (Course Management -> Course Tools -> Respondus LockDown Browser)
  2. If any exams are listed with an error on the dashboard, the instructor should click on the “Fix it” button.  This will correct any errors associated with exam settings.

Resolution #2:

  1. Click on your Start Menu icon
  2. Access the Control Panel and select “Network and Internet”
  3. Select “Internet Options” and on the “Security” tab, ensure that your settings are not higher than “Medium”
  4. On the Advanced tab, click “Reset” under the header “Reset Internet Explorer Settings”.
  5. In the window that opens, select “Delete Personal Settings” and then click on the Reset button. Caution: Doing this will impact all your web browsers, not just Internet Explorer.
  6. Restart your computer

Resolution #3:

If the problem persists, there may be a block elsewhere on your PC (firewall, anti-virus software) or possibly in the ISP/network you are using.  To determine if this is the case, use the “Help Center” icon in the LockDown Browser toolbar.  See our blog post for more details.

help-center-toolbar

LockDown Browser is continuously prompting for a password

Cause: Instructor has set a password for the exam or you are using a different web browser (e.g. Chrome, Edge, Firefox, etc.)

Resolution #1:

  1. Verify you have accessed the exam using Respondus LockDown Browser
  2. Enter the password provided by the instructor

Resolution #2:

  1. Contact your instructor to obtain the correct password

All other issues

LockDown Browser recently introduced a built-in “Help Center” tool to aid in diagnosing issues.  See our blog post for more details.

The UITS Help Center is also available to assist students with LockDown Browser – call (860) 486-4357 or email helpcenter@uconn.edu