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, or ALEKS. You will have to use a computer with Windows or MAC OS.

3. You can use Respondus with a Chromebook if you're not taking a test/quiz through Pearson, ALEKS, etc. Google 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. If your computer gets stuck on the Webcam check, try the steps outlined in Spinning Wheel During Webcam Check

6. 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.- Sat. 8:00 a.m. - 10:00 p.m., Sun 12:00 p.m. - 10:00 p.m. Eastern).

Chat: Click the message bubble in the bottom-right corner