Dec 08

#TechTipThursday: Troubleshooting Respondus LockDown Browser

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At Longwood University instructors have the ability to use Respondus LockDown Browser (with or without Monitor), intended to serve as a cheating deterrent, to enhance the integrity of the online testing environment. You may recall our introduction of the LockDown Browser, in addition to other Respondus products, in 2015. The LockDown Browser is a browser, which opens as would any other, that essentially locks down a user’s machine. When LockDown Browser is required on a quiz or exam, students are unable to print, copy, screenshot, navigate to another URL, or access other applications; they can only complete the assessment or exit the LockDown Browser. This post is designed to assist users troubleshoot difficulty with LockDown Browser (and Monitor, if applicable) and its contents will be provided to instructors.

Check for the Help Center Icon

If you are receiving an error, begin by opening Lockdown Browser and logging in. Once you have logged in, look at the top of your screen for the blue icon like the one below. If you see the ‘Help Center’ icon, proceed to the “Run the System Check” section of this post. If you cannot see the ‘Help Center’ icon, please continue to the “Update Flash” section.

help

Update Flash
If you do not see the ‘Help Center’ icon, the problem may be because of Adobe Flash Player.

If you are using a Mac:

  1. Open either Safari or Firefox
  2. Navigate to get.adobe.com/flashplayer
  3. Select the yellow ‘Install Now’ button
  4. Download and install the file

If you are using a PC:

  1. Open Firefox
  2. Navigate to get.adobe.com/flashplayer
  3. Select the yellow ‘Install Now’ button
  4. Download and install the file

Once the installation is complete, open Lockdown Browser, log in, and look at the top of your screen for the blue icon shown in the first section. If you see the icon, proceed to your quiz and select the “Take” button. If you receive an error or if you still cannot see the help center icon, proceed to the “Change Settings” section below. [*Note: updating Flash Player in Chrome will not solve the issue. You must update using the browsers identified above.]

Run System Check
To run the system check, click on the blue ‘Help Center’ icon at the top of your screen. Next, select the yellow ‘Run System Check’ button.

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Once the check completes, select the yellow ‘Email Results’ button and send the results to dec@longwood.edu for further investigation with Respondus Support.

helpcenter2

The ‘Email Results’ function will have a checkbox available (before 12/16/16) which can be selected to send the results directly to our office. Once this has been enabled, individuals can select the ‘Send a copy to the Longwood Help Desk’ checkbox instead of entering our email.

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While we cannot estimate the time it will take to resolve the issue, the DEC has both PC and Mac computers, with Lockdown Browser, available for loan to students.

Change Settings
If the earlier steps have not solved the issue, Respondus recommends adjusting certain settings on your computer to allow these programs to function properly.

If you are using a Mac:

  1. Open ‘System Preferences’
  2. Select ‘Flash Player’
  3. Select ‘Camera & Mic Settings’
  4. Add ‘smc-service-cloud.respondus2.com’
  5. Select ‘allow’

If you are using a PC:

  1. Open the control panel;
  2. Select ‘System and Security’
  3. Click on ‘Windows Firewall’
  4. Select ‘Allow an App or Feature through Windows Firewall’
  5. Click on ‘Change Settings’ and enter the administrator password when/if prompted;
  6. Select ‘Allow another App’ and choose ‘Respondus Lockdown Browser’

Once you have completed these steps, reopen Lockdown Browser, log in, and check for the blue icon. If you see the icon, attempt to take your quiz. If you receive an error proceed to the “Run the System Check” section of this post. If you still do not see the icon, proceed to the “Try an Alternate Machine” section of this guide.

Try an Alternate Machine
If the above steps have not worked, your next step is to seek out another machine on which to take your exam. We recommend asking a friend or family member, or perhaps the local library.  If the university is open you can visit our office in Ruffner 128 and either borrow one of our computers or take the assessment in our space. Our office is open, during the academic semesters, from 8 AM – 8 PM Monday through Thursday and from 8 AM – 5 PM on Fridays.

The Digital Education Collaborative remains available to assist you if you run into difficulty with Respondus LockDown Browser (and Monitor). Although the above steps did not specifically address Monitor, we have been advised to follow the same sequence if users experience difficulty, after clicking “Take,” with Monitor addition. Please know that due to the way the program was designed, our support team is permitted with access such that we work directly with Respondus Support to resolve issues persisting beyond the above steps. If you have difficulty with your use of Respondus LockDown Browser (and Monitor), please do not hesitate to contact us directly.

 

*This post was drafted by Paige, an Instructional Technology Collaborator.

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