Tell Me

Please review the following information before using Respondus LockDown Browser or Respondus LockDown Browser + Webcam:

  • make sure your Operating System up-to-date
  • close all programs prior to launching the LockDown Browser
  • disconnect anything from you WIFI that isn’t needed, for example your phone, tablet, TV, Alexa, etc.  
  • check your internet speed and make sure you are getting 100Mbps or higher (if not, contact your Internet Service Provider) 
  • for more detailed information about errors, visit the Respondus LockDown Browser Help Center 
  • ensure you are using the latest version of LockDown Browser


Please Note!

Respondus LockDown Browser does not work on Chromebook, Android, iOS, Kindle, etc.

Check Your System Before You Start

  1. Start LockDown Browser and access your course
  2. On the toolbar, click the Help Center button
  3. Select the LockDown Browser option your test is using: I'm using LockDown Browser only OR I'm using LockDown Browser with a webcam

  4. Follow the directions in this FAQ on how to use the tools

Operating System Not Supported

If you see the following message:

Page failed to load..cert authority invalid

Your operating system is not supported by Respondus LockDown Browser or Respondus Lockdown Browser + Webcam. 

Refer to the operating systems information page for more information.

Common Respondus LockDown Browser Issues:

  1. Browser does not meet requirements message
    1. If you see the following message, disregard it. This warning message will not prevent nor hinder your ability to take quizzes in LockDown Browser. Respondus is working on a software update that  should resolve the Canvas warning message issue

    2. If you have upgraded your browser but you are still seeing the warning banner, try logging out of Canvas and deleting your browser cookies

    3. If you still see the message after deleting cookies, disregard the message. This warning message will not prevent nor hinder your ability to take quizzes in LockDown Browser. Respondus is working on a software update that  should resolve the Canvas warning message issue

  2. Could not connect to server message 
    1. If you see the following message, the Respondus server is busy. Wait a minute or two and try accessing the quiz again
  3. Internet connection message
    1. If you see the following message, you're experiencing internet connection issues. Respondus recommends the following:
      • Disconnect all devices, only have the computer being used connected to their Wi-Fi
      • Do not stream anything while the quiz is in progress
      • Use a direct connection to the router (not use wi-fi) or sit as close as to it as possible to it
  4. Only part of the UNC-Charlotte Canvas log in page is displayed
    1. You have 2 monitors connected
    2. Disconnect the external monitor and access Respondus LockDown Browser again

  5. Video connection timed out message
    • Try clicking the "try again" button on that same page. This may permit the connection to be established. It's only necessary to click this button one time, as doing this makes a small network change.  But if the error persists, clicking the button multiple times will not help
    • If the error persists, it's likely caused by a latency (delay) on your computer and/or network. This can include other devices on your network using bandwidth. The best thing for you to do is to exit LockDown Browser and restart your computer. After the restart, be sure to shut down all other running applications on both the computer and the network, including other network devices.  If using Wi-Fi, move as close to the router as possible
    • Then start up LockDown Browser and try again
    • If the problem persists, try using a different network, or a hardwired connection via an Ethernet cable
  6. Windows Defender message
    1. If you see the Windows Defender message, temporarily disable the Windows Defender Firewall while you take the quiz

  7. Respondus stops working or you are exited from the quiz
    1. Log out of Respondus, reboot, and log back into Respondus
    2. Access the quiz. As long as there is time left, you should be able to access the quiz and continue where you left off as long as you have NOT submitted the quiz 
  8. Virtual Machine Error
    1. If you see the following message:
      Respondus Virtual Machine Moose
      • Respondus LockDown Browser detected a Virtual Machine on your system. It may be due to changes you made to your computer or Optimizer software that is installed on your system
      • Refer to the Virtual Machine FAQ page
    2. If you see this error message:
      The browser cant be used in virtual machine software such as Virtual PC, VMWare and Parallels
  9. Facial Detection Failing Message
    • Temporarily disable firewalls
    • Temporarily disable anti-virus software
    • Follow these recommendations from Respondus
  10. Blank Page is Displayed

If a blank page is displayed when you first access or at any time during the quiz, you lost internet connectivity. Respondus recommends the following:

      1. Shut down Respondus LockDown Browser
      2. Reconnect your internet connection
      3. Restart your computer
      4. Start Respondus LockDown Browser and access the quiz
      5. If a blank page is displayed during the quiz, follow the suggestions in the Respondus FAQ for more information
      6. If a spinning wheel is displayed during the webcam chack, follow the suggestions in this Respondus LockDown Browser FAQ
      7. If a blank page is displayed during the webcam check, follow the suggestions in the Respondus LockDown Browser Help Center


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