Purpose
This article provides troubleshooting tips, access instructions to the Respondus live chat, and instructions for submitting a help ticket directly to Respondus.
Troubleshooting
If you've downloaded and tried to launch the LockDown Browser but are having trouble getting through the checks before the quiz begins, there are a few things to try.
VPNs and LockDown Browser are not compatible. You will need to turn off your VPN to take the quiz through the browser. Reach out to your instructor to see if they allow alternatives, like taking the exam at the Testing Center instead.
Access Moodle with Chrome or Firefox. Those browsers have the fewest compatibility issues. If you're still having trouble with the LockDown Browser, clear your cookies and browser cache. Clearing your cookies and cache will clear "SAML 2.0" errors.
Use the link from the quiz/exam page in your Moodle class to "Check your LockDown Browser Setup." This will walk you through Respondus's troubleshooter. If none of their suggestions work, you will be prompted to reach out to one of their agents or submit a help ticket with them.
To start the troubleshooter:
Navigate to your exam in Moodle.
Instead of click on the "Launch LockDown Browser" button, click on "Check your LockDown Browser Setup."
The LockDown Browser will launch with the troubleshooter. Read the instructions and click "Preview" to start, following the steps along the way to find your issue.
Live Chat Help for Respondus Monitor (webcam proctoring)
(copied from Respondus Monitor - Student Help - Live Chat - Respondus)
Live chat help is available within LockDown Browser when using the webcam proctoring feature (also called Respondus Monitor). Chat agents can assist you with pre-exam issues related to the webcam and microphone.
Live chat is accessible from several places in LockDown Browser:
Within the the pre-exam steps. When working through the pre-exam steps for using a webcam with LockDown Browser, select "It's not working" at any time to access live chat.
Within Help Center. Select the "Need More help?" button.
Both options will walk you through a troubleshooter before beginning a chat with an agent. For technical issues that cannot be solved via live chat, we recommend that you open a ticket with Respondus Support.
Resources
Respondus Resources
If you are installing and using Lockdown Browser for the first time.
Respondus Support Ticket
The Cochise College Moodle Support Team can help with many of your questions and technical problems with Respondus products, however, there are times when you will need to submit your request directly to Respondus.
Feel free to ask for our help first. If it is an evening, weekend or holiday, please write directly to Respondus for faster assistance.
*Where it asks you for the LMS Web URL, enter this: moodle.cochise.edu