Articles
Network connection quality is too low
If you encounter the above error during the Respondus Monitor startup sequence, your internet connection to our server is poor. You can click the "try again" button, as when you do this we lower the frame rate at which we capture your video. It...
Spinning Wheel During Webcam Check
If you encounter any of the above "spinning wheel" errors (and blanked out frame where your webcam image should be), it's because another program, background process, or privacy setting on your computer is preventing LockDown Browser from ac...
Cannot detect or configure the webcam
When there are warnings of not being able to detect the webcam, we recommend students follow these steps: 1. Please exit the pre-exam webcam check, and click the "i" icon in the LockDown Browser toolbar. On the window that appears, click the b...
We are unable to detect a microphone with your computer
If you see the above error message, this indicates that your microphone is not being detected by LockDown Browser. To troubleshoot this problem on a Windows computer, please do the following: 1) In your Windows Search Window, type "sound" and t...
Webcam blocked
If you see the below image during your pre-exam webcam check, it is most likely that your camera is not enabled due to a physical switch or function key on the laptop. Please move the camera switch to the ON position to see if that resolves the issu...
Facial Detection Failing
To improve the quality of your video and experience success during the facial detection step, we recommend the following:
* If you are wearing eyeglasses, try removing them temporarily as reflection in the lenses can sometimes cause issues.
*...
Your face isn't showing clearly in the video
If you experience an error that reads "your face isn't showing clearly in the video," it may be related to the available memory on your computer. A computer that is running multiple applications simultaneously can experience a reduction in the av...
Recording Failed
If your recording fails when you attempt to either record it, or play it back, please try again. But if the error persists, it's likely that your connection to our server is not sufficient. We recommend that you: 1) Update LockDown Browser to th...
Enable Chromebook Screen Recording
Some LockDown Browser exams require that the screen be recorded. If you are using a Chromebook, the LockDown Browser for Chromebook extension must be granted the ability to record the entire Chromebook screen. When you first encounter the “choose w...
macOS 12.0 (and newer) Camera and Microphone Permissions
If you have upgraded to OS X 12.0 or newer and are using LockDown Browser for the first time, you will likely need to manually grant LockDown Browser permission to access your camera and microphone. To do this, on your Mac go to: System Preferenc...
Spinning Wheel During Webcam Check (Chromebook)
If you encounter a "spinning wheel" error (and blanked out frame where your webcam image should be), it's because of privacy setting on your Chromebook is preventing LockDown Browser from activating your camera. When you enter the Respondus Monito...
Avast anti-virus
If you have Avast anti-virus installed on your computer, it's possible your webcam is being blocked by the Webcam Shield setting that is included in Avast’s security software. To ensure that your webcam is being permitted access by Avast, please do ...
Bitdefender
If Bitdefender is installed on your computer, it's possible the webcam is being blocked by the Webcam Protection Settings that are included in Bitdefender’s security software. To ensure that your webcam is being permitted access by Bitdefender, do t...
AVG anti-Virus
If you have AVG anti-virus installed on your computer, it's possible your webcam is being blocked by the Webcam Protection setting that is included in AVG's security software. To ensure that your webcam is being permitted access by AVG, do the foll...
Kaspersky anti-virus
If you have Kaspersky anti-virus installed on your computer, it's possible your webcam is being blocked by the Webcam Protection setting that is included in Kaspersky’s security software. To ensure that your webcam is being permitted access by Kasp...
Norton 360 anti-virus
If you have Norton 360 installed on your computer, it's possible your webcam is being blocked by the Safecam setting that is included in Norton’s security software. To ensure that your webcam is being permitted access by Norton, do the following: ...
Anti-Virus software and camera privacy settings
Sometimes, anti-virus software can interfere with your webcam working properly. You should look at your anti-virus settings to see if there are any camera specific or "real time protection" settings you can toggle off. You should re-enable them afte...
Mac: Webcam not detected or freeze occurs
If your webcam is not detected at some point during the pre-exam webcam check, and you see the below message, it is likely caused by 3rd party anti-virus software that is installed on your computer. It's also possible that you aren't seeing the bel...
Avira anti-virus
If Avira anti-virus is installed on your computer, it's possible the webcam is being blocked by its privacy settings.
To ensure that your webcam is being permitted access by AVG, do the following:
1. Open the Avira Application.
* For...
We're unable to connect to our media servers from your computer
When starting your exam that requires the use of a webcam, you might encounter a problem connecting to the Respondus Media Server. A variation of this same problem might produce an error that says: "STOP. We're unable to connect to our media s...
How to change the default camera on Windows
For Windows 11, there's no simple way to designate one camera as the default. The best workaround is to disable all but one camera, forcing applications (like LockDown Browser) to use the one remaining camera you have left enabled To do this: 1)...
How to produce a better video
When using a webcam with LockDown Browser, do the following to help produce a better video:
• Avoid wearing baseball caps or hats with brims.
• Ensure your computer or tablet is on a firm surface (a desk or table) — not on a surface that migh...
No audio is coming from my microphone
If your microphone is not working correctly during a LockDown Browser session, the following steps may help resolve the problem: 1. First, make sure you are using the latest version of LockDown Browser. You can check your version and upgrade by u...
Webcam hangs at "environment check"
If your webcam hangs at the "environment check" step, it may be due to identity management security programs running on your computer.
Such software uses the webcam with facial recognition for password management. Our testing shows it will inte...
How can I change my webcam?
If you have an external USB webcam that you desire to use, rather than the built in webcam on your computer, you can change the camera during the webcam check via the "change my webcam" link. Clicking on that link will produce a list of the ca...
I see a blank screen
When this problem occurs during the video or photo steps, it is typically due to webcam utility software, virtual camera software, or security software that is installed on the computer. Examples of webcam utilities include, but are not limited to...
My webcam image is upside down
When a webcam is showing your image upside down, it is typically due to webcam utility software being installed on your computer. Examples are Cyberlink YouCam, HP Webcam Splitter, ThinkVantage Virtual Camera, FA Virtual Cam, SplitCam Video Filter, ...
Is using Wi-Fi okay?
If using a Wi-Fi connection, we recommend being close to the router to ensure the best speeds. If possible, plugging in an Ethernet cable from the router into your computer will typically increase those speeds. If you are using a laptop that doesn't...
What external USB webcams are supported with Mac LockDown Browser?
Any webcam that explicitly says “Supports Mac OS X 10.x” or the camera is specified as a “driverless UVC webcam” (UVC - USB Video Class). We have used many Logitech cameras with success.
I can't hear any audio
Assuming your mic is working okay (see this related article ), you need to ensure that your volume is turned up sufficiently before starting LockDown Browser, as the volume is not permitted to be adjusted once you enter. If you attempt to adjust th...
How much bandwidth is required for the webcam to work properly?
Generally speaking, if the user has a decent broadband connection that doesn’t result in significant delays when accessing the learning system, the bandwidth will be fine for Respondus Monitor. If using a shared Internet connection, students should ...
If multiple webcams are installed, which one does LockDown Browser use?
The “default” webcam set in the operating system will be used initially. But if LockDown Browser detects more than one webcam, the student can switch to a different webcam during the Startup Sequence by selecting "change my webcam" link.
See t...