Respondus FAQs for Students
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Pre-exam
Prior to the actual exam you should have tested the Respondus Lockdown Browser software on a practice exam (information provided to you by your Lecturer) in LearnJCU using the same computer, internet connection and in the same location you will be using for the actual exam.
It is also recommended that you restart your computer before commencing your exam to ensure that no other applications will be running during your attempt.
If there are any technical issues with your practice exam you will need to communicate with IT Helpdesk to address these before undertaking your actual exam.
For any software/ downloading issues or queries about computer compatibility please contact the IT Helpdesk:
- +61 7 4781 5500 (Townsville and Cairns)
- or email ithelpdesk@jcu.edu.au.
No, a password is not required. When accessing the assessment in your subject the Lockdown Browser should automatically launch and direct you to complete your test. If you attempt the exam in your regular web browser and you are prompted with a password screen you should quit and install Respondus LockDown Browser before attempting to access the exam. If you have a slower network connection or computer, you may briefly see a password prompt that can be safely ignored.
No. You should undertake the exam by navigating to your LearnJCU subject site and access the assessment directly. You may get an error message if you try to start the exam via other links.
Yes. You can access the JCU version of Lockdown Browser directly.
This error message can occur during installation if you are running the High Sierra (10.13 to 10.13.6) version of OSX on your computer. The solution is to check for updates on your Mac and run any available updates to bring your operating system up-to-date.
If you receive this message "Patch Failed. Error retrieving update information. Please download and run the full install."
You will need to uninstall and reinstall the Respondus Lockdown Browser. Once you have uninstalled the software you can reinstall by following the directions on this page.
If you have updated your Mac OSX to version 12 (Ventura) or above, you may have the continuity camera webcam feature enabled on your iPhone. This option synchronises your iPhone to your Mac so that it can be used as an alternate webcam. To disable this setting on your iPhone:
- Go to Settings
- Select General
- Select AirPlay & Handoff
- Turn off the Continuity Camera Webcam option
NOTE: If Respondus Monitor is still running when you change this setting, you may need to close the program and restart your test if the webcam detection fails.
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Bluetooth peripheral devices that are paired with your computer will still continue to function while you are running the Respondus Lockdown Browser.
Please note, that once you are running Respondus you will not be able to access your system settings to add, configure or remove any Bluetooth devices. If you intend to use a Bluetooth keyboard or mouse it is highly recommended that you complete a Respondus practice test first to ensure the devices will remain connected.
This indicates that you are running an older operating system on your Mac. You must ensure that your Mac operating system version is 10.12 (Sierra) or higher in order to install the software. If you are running an older version, please check for updates to upgrade your operating system version.
Instructions to check your existing Respondus Lockdown Browser installation for updates can be viewed here. Reinstall Respondus Lockdown Browser by downloading from here.
You can test your webcam using the Respondus Lockdown Browser and Monitor tool previewing here. Ensure you can complete the environmental scan as instructed here
NOTE: You must have the Respondus Lockdown Browser already installed on your computer before you can launch this preview.
The Respondus Lockdown Browser provides a symbol palette that allows various symbols to be inserted into a text box during an exam. Instructions on how to access the palette can be viewed here.
NOTE: The Respondus Lockdown Browser limits the use of shortcut keys (i.e. CTRL, ALT, etc.) so it is strongly recommended to use the symbol palette to insert symbols and special characters.
If you receive this error message, follow the instructions listed in the prompt. Navigate to System Preferences > Security & Privacy > Privacy, select the Files and Folders option and ensure that the Lockdown Browser application has been granted permissions.
If the Lockdown Browser does not appear as a selectable option, check the Full Disk Access option under Privacy, grant the Lockdown Browser application permissions and then navigate back to Files and Folders to provide the necessary authorisation.
If this method fails to work, or if the Lockdown Browser doesn’t appear in the list, please follow these instructions below:
- Navigate to the Downloads folder on your Mac and send all LockDown Browser entries to the trash. Then go to the applications folder on your Mac and do the same. Afterwards, empty the trash.
- Restart your computer. Login as an Administrator (In System Preferences > Users and Groups, the user account must have Allow user to administer this computer enabled). You may wish to create a new user account with administrator permissions to see if that helps.
- Use a different browser to download the Respondus Lockdown Browser installer again, reinstall the software and try launching it again.
During the exam
This indicates that your computer has insufficient memory (RAM) available to commence your assessment using Respondus. The workaround in this instance is to restart your computer and close any unnecessary applications running on your computer before starting the assessment again. If the problem persists, you will need to use your Task Manager to close any programs using a large amount of RAM. To do this:
- Press CTRL + SHIFT + ESC (shortcut on keyboard) to access the Task Manager
- Select the "More Details" arrow below
- Go through the process list and close any applications that are using a high amount of RAM (click on the Memory heading to order them in size if required)
- Close the Task Manager and try to start your assessment again.
Will the completed questions be saved or will I have to start from the beginning again?
All LearnJCU tests, including those run in Lockdown Browser, save at regular intervals while you are undertaking the exam. A timer located near the Submit button indicates the last time the test was saved. If you unexpectedly experience a network or power outage and cannot get back into the exam email your college exam support team immediately.
| Diploma of Higher Education subjects | |
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| College of Public Health, Medical & Veterinary Science subjects | |
| College of Healthcare Science subjects | |
| College of Science and Engineering subjects | |
| College of Business Law and Governance subjects | |
| College of Arts, Societies and Education subjects | |
| Pharmacy subjects |
This message indicates that your computer cannot establish the necessary connection to the Respondus media servers in order to record video for your test. There are several possible factors that can cause this connectivity problem. Visit this link for a detailed list and solution addressing the problem.
Depending on the type of problem you are experiencing, there are several troubleshooting steps you can take. If the issue is related to:
Network speed or connectivity:
- Ensure that your computer is using a wired network connection or is positioned as close as possible to your wireless router to provide the best connectivity strength and speed.
- Make sure there are no other running applications streaming data on your computer when running the Lockdown Browser (e.g. YouTube videos).
- If using a home network connection, switch off any other computing devices that are actively using your home internet connection.
- Tips - Network and connectivity checks (PDF)
Error messages, functionality issues or non-responsiveness of the Lockdown Browser:
- Check that you are running the latest version of the Lockdown Browser. Follow the link for instructions on how to perform this check and run any necessary updates.
- Temporarily disable any anti-virus applications running on your computer and reactivate once the Lockdown Browser isn’t in use.
- Close any other communication or cloud storage programs running in the background (e.g. Spotify, Facebook, Skype, Dropbox).
- Uninstall and reinstall the Lockdown Browser on your computer.
If you have tried any or all of the actions above and cannot resolve the problem, please contact the Examinations Team via exams@jcu.edu.au for further supporting during formal examinations, or your Subject Coordinator directly if this relates to an on-course examination. Please ensure you include your subject code, student ID, contact number, and brief overview of the issue.
As with a paper-based exam, online exams have a time limit and when that time limit has been reached the exam will automatically be submitted and the Lockdown Browser will close itself. If the exam is not fully completed, all responses submitted before the time expired will be saved and graded. A timer indicating the remaining amount of time on a test can be viewed in the bottom left-hand corner of the screen, while the time located in the bottom right-hand corner indicates the last time the test responses were saved.
When you run the Lockdown Browser you may be prompted to perform a webcam check if your subject coordinator has activated this option. If the browser check fails to detect your webcam you can try the following options:
- If you are using an external webcam, ensure that it is plugged in properly and working (for Windows users you can run the Camera application to see if your webcam is operating).
- For Mac users: Check that permission has been granted for the browser to access your microphone and webcam. Instructions to do this can be found here: https://support.respondus.com/support/index.php?/Knowledgebase/Article/View/536/0/macos-1014x-and-newer-camera-and-microphone-permissions.
- Check and follow the other steps outlined in the official Respondus website.
If you have tried any or all of the actions above and cannot resolve the problem, please contact the Examinations Team via exams@jcu.edu.au for further supporting during formal examinations, or your Subject Coordinator directly if this relates to an on-course examination. Please ensure you include your subject code, student ID, contact number, and brief overview of the issue.
When the Lockdown Browser runs it should automatically detect any applications that are “blacklisted” and notify you to close the process (Windows) or kill the application (Mac). This process may need to be repeated several times for multiple blacklisted applications until the browser will proceed to the test.
If for any reason the identified application is still active and prevents the Lockdown Browser from running you will need to exit the Lockdown Browser, manually close the application and then try to access the test again in LearnJCU using your regular web browser. (eg. Chrome).
Students that receive this error message should first consult with their teaching staff to rectify this error, as the Lockdown Browser feature may still require activation on the test. Instructions for staff to follow can be found in the link below. Should the problem persist after staff have performed their checks, students can follow this link for further instructions.
This error message indicates that you might be attempting to access your test within the Lockdown Browser. You will need to close your Lockdown Browser, open another browser (Chrome or Firefox recommended), navigate to your LearnJCU subject site and access your test. This should launch the Lockdown Browser and direct you to your test.
It is recommended that you close any running applications on your computer before you commence the test, as this will improve your computer’s performance and prevent interference with the lockdown browser. This can also be achieved by restarting your computer before taking the test.
We also recommend using a wired network connection where possible to ensure you have a strong, stable network connection for your test.
Read article to find out how to adjust the zoom settings using either the Respondus Lockdown Browser (RLB) options or other software/hardware settings.
If adjusting the text size fails to work, or if the view appears to shrink or distort the entire RLB display, check your monitor’s resolution settings and ensure that they are set at 1920 x 1080. If they are at a higher resolution level please reduce them to 1920 x 1080. Instructions on how to do this (NOTE: Once you have completed your test you can change the resolution back to its original setting).
This issue can be caused by security software stopping the LockDown Browser from running or installing and appears to only be happening with Macs. If you have an anti-virus program installed it is recommended to allow permanent or temporary access to Lockdown Browser.
If you do not have an anti-virus program installed or the above fails to resolve the problem, try:
Running Mac in safe mode and then access the test. If this should work, the problem is likely to be with an installed program that is interfering with the Lockdown Browser’s functionality.
If you have tried any or all of the actions above and cannot resolve the problem, please contact the Examinations Team via exams@jcu.edu.au for further supporting during formal examinations, or your Subject Coordinator directly if this relates to an on-course examination. Please ensure you include your subject code, student ID, contact number, and brief overview of the issue.
This error message is associated with randomised hardware (MAC) address feature enabled on computers running a Windows operating system. To prevent this error from occurring in Respondus please perform the steps:
- Click on the Windows (Start) button in the bottom left corner of the screen
- Select the gear icon to access the "Settings" menu
- Click the "Network and Internet" icon
- Select the "Wifi" option in the left-hand toolbar
- Change the "Use random hardware addresses" to "Off"
Post-exam
When accessing your score for a Respondus-enabled test you will need to log onto LearnJCU with Respondus Lockdown Browser then go to My Grades and click your test score to view your test paper.
You can only see your exam paper if the Subject Coordinator has allowed this in the exam settings. If you wish to review your exam contact the Subject Coordinator to arrange a time for review.
This issue can occur when the Respondus Lockdown Browser is closed and it fails to restore these settings correctly. The problem can be corrected by re-launching the Lockdown Browser with the restore option. Instructions on how to do this can be found here.
If you experience difficulties with these instructions or if they fail to fix the problem, please contact the IT Helpdesk:
- +61 7 4781 5500 (Townsville and Cairns)
- or email ithelpdesk@jcu.edu.au.