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Moodle for Students: Troubleshooting Respondus LockDown Browser

Applies to: Moodle 2.6, 2.8, and 3.0.

The following troubleshooting steps are a starting point for you to use when having issues with the Respondus LockDown Browser. If issues persist, please contact Moodle Support.

Troubleshooting steps in this article:

  • Using Internet Explorer
  • Checking Security Software Settings
  • Checking Misc. Software Interference
  • Turning Off All Running Programs
  • Taking a Non-LockDown Browser Enabled Practice Quiz
  • Using a Wireless Connection
  • Freezing on Login to Moodle
  • Freezing during Moodle quiz
  • Windows 8: Unable to Submit Quiz
  • Mac: Getting "Respondus LockDown Browser is required for this quiz" message
  • Uninstalling and reinstalling on Apple OS X

Using Internet Explorer

If you are using Internet Explorer, check the settings with the Respondus Browser Tool.

Checking Security Software Settings

For Windows systems and Macintosh systems with additional security software, Respondus suggests the following security measures:

  • relaxing any security settings to "medium"
  • add "lockdown.exe" (Windows) or "LockDown Browser" (Macintosh) as a "trusted application"
  • add moodle.umn.edu as a "trusted site" in any security software

Checking Misc. Software Interference

Java

Make sure you have only one version/updated version of Java installed on your computer.

Spyware/anti-Virus Software

Spyware detection and anti-virus software may interfere with the LockDown Browser. You may need to temporarily turn off any spyware/virus detection software that may be running in the background of your computer when using LockDown Browser.

Firewalls

You will need to make sure the LockDown.exe application is allowed full access to the Internet, which means you may need to enter this into your firewall as an "Exception."

Pop-Up Blockers

Disable all popup blockers such as Google Toolbar, Yahoo Toolbar, and others.

Instant Messenger

Turn off any instant messaging tools that may be running in the background.

Turning Off All Running Programs

Close down all applications including background applications except for security and network connectivity prior to starting LockDown Browser. Any background downloading of files, streaming music or automated backups should be suspended until after the test has been completed with LockDown Browser.

When starting LockDown Browser, it should let you know which running programs need to be turned off. On Windows, you can also press CTRL/ALT/DELETE. From the pop-up menu that appears, select any remaining open programs and click the End Task button.

Taking a Non-LockDown Browser Enabled Practice Quiz

Respondus recommends that students take a LockDown Browser-enabled practice quiz prior to taking an exam with LockDown Browser. Students may need to access their course with Internet Explorer-Windows or Safari-Macintosh (not Firefox or Google Chrome) and take a non-LockDown Browser enabled practice quiz to configure any settings and media plug-ins before using LockDown Browser.

Using a Wireless Connection

The Lockdown Browser is not designed to be used on a wireless connection. If you lose your Internet connection while taking a quiz with Respondus Lockdown Browser, your computer may freeze.

We strongly recommend using an Ethernet connection (wired) Internet connection while taking an exam in Respondus Lockdown Browser. With wireless, you are more likely to run into problems due to dropped/interrupted connections. If you lose your Internet connection during the exam, it will lock up the browser and not allow you to save answers, move on to other questions, submit or exit the exam. If there is still time on the Moodle quiz, you can force restart your machine by holding down the power button. Then re-launch the LockDown browser, log in and complete the quiz.

If using a wireless network connection, students should check connectivity strength, 4-5 bars in Windows or 3-4 arcs in Macintosh, prior to starting a test with LockDown Browser. If connectivity strength is low or there is difficulty navigating through web pages on a standard browser, students should seek a wired network connection prior to starting a test with LockDown Browser.

Freezing on Login to Moodle

Respondus LockDown Browser stops responding/freezes after you log into Moodle but before you access a site or start a quiz. Some windows may pop up behind the LockDown Browser window. These pop-ups require you to respond before accessing the site or the quiz. If this happens, close the LockDown Browser. This will display the security pop-up windows allowing you to click OK. Immediately re-launch the LockDown Browser to access Moodle and the quiz. Do not run any other applications or restart your computer.

Freezing during Moodle quiz

If there is still time on the Moodle quiz, you can force restart your machine by holding down the power button. Then re-launch the LockDown browser, log in and complete the quiz.

If there is not enough time remaining on the quiz to do this, we recommend contacting your instructor to notify them of your technical difficulties and contacting Moodle support. Moodle Support is available Monday - Friday 8am - 5pm. If this issue happens outside these hours, we recommend taking a photo or video with another device to record the technical issues you were having as proof to provide to your instructor before exiting the quiz. Instructors can provide overrides to allow additional attempts on quizzes if the program allows them to do so during times of technical difficulty.

Windows 8: Unable to Submit Quiz

See Unable to Submit Quiz using Respondus LockDown Browser for help regarding this issue.

Mac: Getting "Respondus LockDown Browser is required for this quiz" message

Situation: Respondus Lockdown Browser is already running. You log into Moodle and click on the quiz. You still see the message:

Respondus LockDown Browser is required for this quiz.

Click here to download the installer.

This message indicates that security settings are preventing the browser from setting the necessary secure session cookies. Verify that Block all cookies and Private browsing have been disabled or turned off.

You should also check the settings in System Preferences > Security and Privacy along with any third party security software if installed on the Mac.

Uninstalling and reinstalling on Apple OS X

If you are having trouble using the LockDown browser with your Mac, follow the steps below to uninstall the browser. Then reinstall a new version.

Working in the Finder:

  1. Go to Applications.
  2. Find LockDown Browser:
    • Select it and drag it to the Trash.
  3. Hold down your Option key and click the Go menu at the top of the screen.
  4. Select Library.
  5. Look for any files which start with com.Respondus.LockDownBrowser.
  6. Use Command + click to select each file, then drag them to your Trash.
    • Most commonly you will see the following files:
      • com.Respondus.LockDownBrowser.plist
      • com.Respondus.LockDownBrowser.server.cfg
  7. Empty your Trash.
  8. Navigate back to your Moodle quiz which requires Respondus LockDown Browser to re-download the program.

ServiceNow Article ID

KB0016275