Respondus LockDown Browser Troubleshooting

Overview:

Below are troubleshooting steps for Respondus LockDown. 

The Respondus LockDown Browser locks up/freezes during an assessment attempt:

  • The easiest way to resolve this issue is to close out of the Respondus LockDown Browser and then reopen Respondus LockDown Browser and the assessment. In some cases, you may have to restart your computer.

    Note: ONLY saved answers will remain. All UNSAVED answers will be lost upon signing out of the assessment.
  • If the issue persists, you may have an older, unsupported version of Respondus LockDown Browser. In this case, you will need to uninstall and reinstall the newest version. View the Respondus LockDown Browser for Students article for installation information. 

  • Having a strong, reliable internet connection is required. We strongly recommend AGAINST using WVU.guest. This may cause you to lose your connection.

"IP Address does not match the one given by your instructor" error:

If you receive this error message while attempting to take an assessment in Respondus, you must take that assessment in the classroom specified by your instructor. The assessment will not be available anywhere else.

LockDown browser is unresponsive:

If you have the newest version of LockDown and still can not get the browser to function, turn off your pop-up blocker and restart the browser.

Media server connection errors: 

If you receive an error message indicating difficulty connecting to the Respondus media server (ex. "STOP. We're unable to connect to our media servers from your computer" or "Connecting to media server please wait..."), try temporarily disabling anti-virus or firewall. Be sure to re-enable your anti-virus afterwards. If you are using a Mac, it may be necessary to disable Filevault and Firewall. Also, AVG anti-virus for Mac has been shown to cause the above problem. Additional troubleshooting steps can be found in the Respondus knowledge base

Google Admin Instructions for Pushing LockDown Browser Extension to Multiple Devices:

High school IT support units may call asking for instructions on how to push LockDown Browser extension to multiple devices so students don't have to go install it. Please share the following instructions with them: 

  1. Log into the Google management interface with your admin account. 
  2. Navigate to Devices > Chrome Devices > Apps & Extensions
  3. Select the Organization Unit where you wish to install the extension. 
  4. Click + and select Add Chrome app or extension by ID
  5. Enter this value: fogjeanjfbiombghnmkmmophfeccjdki
  6. Click Save

The LockDown Browser Chromebook extension will now be pushed to all the managed Chromebooks. For additional questions about this, send ticket to eCampus Support. 

 

Details

Article ID: 6954
Created
Thu 6/18/15 8:27 AM
Modified
Wed 5/5/21 12:09 PM