Troubleshoot Lockdown Browser

LockDown Browser is a secure browser for taking exams within Canvas. It's designed to prevent students from cheating and preserve exam integrity by restricting access to applications, websites, and printing. This guide explains troubleshooting for both instructors and students:

Instructor Perspective: Set Up, Course Copy, Practice Quizzes, and Expectations
Student Perspective: Installation and Access, Quiz Experience, Common Issues, and Support Resources

Instructor Perspective

Set-Up

Follow this UIW guide to enable LockDown Browser for your Canvas quiz or watch this 2-minute video from Respondus. 
Do not include special characters or icons in your quiz names to prevent errors with Lockdown Browser and your gradebook.

Course Copy

Canvas Classic quizzes copy accurately however, Canvas New Quizzes do not keep the LDB settings.
Remember to manually reconfigure the LDB settings for each New Quiz every term.

Practice Quizzes

Provide and encourage students to take a practice quiz that has matching settings of your real quizzes.
You can direct them to the Learning with Canvas course practice quizzes; but these quizzes may differ from your course and quiz settings.

Set Clear Expectations

Students can't tell the difference between Classic Quizzes and New Quizzes, but each type behaves differently for them.
Only instructors can tell the difference between Classic and New Quizzes: Classic Quizzes have white rocket ship icons; New Quizzes have solid color rocket ship icons and the Build button to edit them.
Ensure your course instructions tell students which guide to follow the correct process to set expectations accurately.
Provide students with the correct Quick Start Guide based on the one you use: Canvas Classic Quizzes | Canvas New Quizzes

Student Perspective

Installation and Access

Students can download LockDown Browser before their quiz to avoid any last-minute issues. There are two ways to get it:

Download during a practice quiz: This is the easiest method if your instructor has created a practice quiz. If your instructor has not created a practice quiz, visit the Learning with Canvas course to download LDB and take one of the practice quizzes made available there.
Download LDB outside of taking a quiz: If you prefer to download LockDown Browser ahead of time without taking a practice quiz, use this UIW-specific LDB link.

Quiz Experience

There are two types of quizzes, and your instructor will ensure you know which instructions to follow as they each have a unique experience:

Close all other apps before you begin a Canvas quiz using LDB.
If prompted to choose a server, most UIW students will select Canvas.
However, if you're enrolled in the Accelerated BA in Nursing program and prompted to choose a server, select UIWABSN.
You may be required to open Lockdown Browser, then go to Canvas to start the quiz.
Alternatively, you may need to open Canvas first and then you'll be prompted to open Lockdown Browser.

Common Issues

Students can potentially experience issues with LDB not launching, UIW password errors, confusion with pop-up messages, and an exam being slow, frozen, or failing to load. Try each suggestion to troubleshoot, then contact Respondus Support for further assistance:

If you cannot sign in with your Cardinal Apps login information, contact the Help Desk for assistance with password issues.
A strong internet connection is key for smoothly using LDB. If your internet seems slow or unreliable, it may cause problems with your exam. Switch to a stronger Wi-Fi network or connect directly with an ethernet cable.
Make sure your computer meets the minimum LockDown Browser requirements.
Close all open apps and restart your computer. Do not simply power off; select Restart from the power options.
Turn off your antivirus or firewall software; it can prevent LDB from launching.
LDB can use pop-ups to communicate, turn off pop-up blockers.
If you take extra time accessing LDB, you can get a timeout error and have to start your access again. Try again moving more quickly.
Warning message stating Some Blocklisted Applications are running: Don't panic! This is not an error; simply choose Close Applications and Continue.

Support Resources

Take practice quizzes using LDB in the Learning with Canvas Course.
Use the "Help Center" located at the top of the LockDown Browser to test your device.
Read the Quick Start Guides for Canvas Classic Quizzes Instructions or Canvas New Quizzes Instructions
Contact your instructor: Let them know you're having internet issues that might affect your exam.
Reach out to the Help Desk to assist in troubleshooting your device's Internet connection.
If you still need further assistance, contact Respondus with a ticket: The "LMS Web URL" is https://uiw.canvas.edu/

Troubleshoot Lockdown Browser FAQ

How do I know if I need LockDown Browser for my quiz?

The quiz title in Canvas states LockDown Browser is required.

Who do I contact if I miss a quiz?

UIW Help Desk can only assist with password issues and basic computer troubleshooting. Respondus Support can only assist with technical troubleshooting using their product on a current, open quiz. Your instructor must reopen, change due dates, or give you additional attempts.