Troubleshooting Respondus LockDown Browser

This guide will help you troubleshoot issues that you may experience when using Respondus LockDown Browser to take your quizzes/exams. 

1. Respondus does not have a phone number to call: 

   You can put in a technical ticket to receive help.
    Click this link to enter a technical ticket with Respondus

2. You can not use a Chromebook or iPad if your quiz is through Pearson - MyLab, MyMathLab.
    You will have to use a computer with Windows or MAC OS. 

3. You can use a Chromebook or iPad if your quiz/exam is through ALEKS
    Click here for instructions on how

    You also need to know this information:

    Chromebook offers an extension for Chrome. In addition to the extension, you will also need to enable pop-up windows for  Canvas. Chromebooks by default have a security setting that prevents downloading other browsers.

Read More Here (Canvas)

Watch to Enable Pop Ups

   Note: If you have a Chromebook managed by a high-school or third party, you may not be able to install the extension or change your pop-up settings.

4. If you thought you installed LockDown Browser, but you get stuck in a loop of installation, click here. 

5. Follow these instructions to do a System Check/receive a System ID:

• Access the following page in any browser: https://respondus.com/monitorpreview
• Select the "LockDown Browser Help Center" link at the bottom of the page.
• When LockDown Browser launches, select the button that reads "I am running LockDown Browser only" and then "System Check".
• After the system check runs, click the link titled "Email Results".
• In the "Email Results" form, enter your name, email address, and check the "I understand and agree" box. Then click SEND.
• Once you receive the "LockDown Browser System Check Results" via email, send me the 9-character "System Check ID" listed at the top of the report in a reply to your ticket.
  There is no need to send a copy of the entire report, just the 9 or 10 character System Check ID.
• A code will then be emailed to you.

6. If you do not have a device to take your quiz/exam, there are options available: 

Please note: Laptops can only be used in the space where they are checked out.

 Have Questions? Contact the SPC Technical Support Center at onlinehelp@spcollege.edu or call 727-341-HELP (727-341-4357) (Mon.- Sun. 7:00 a.m. - 12:00 a.m. Eastern). Chat: Live Chat with Support