3.2. General Troubleshooting and Errors
Math Placement, PPL, & Transfer Credit / Math Courses & Registration → PPL Respondus Monitor Information and Troubleshooting → General Troubleshooting and Errors
If you are having trouble with the Respondus LockDown Browser Installation process please try these steps.
- Make sure you are testing on a PC, MAC, or Chromebook. The testing process is not compatible with iPads or tablets. You will also need a strong internet connection. If possible, use an ethernet cord instead of using wifi. Do not use your phone.
- If you are using a MAC, sometimes there are issues with Safari. Try using a different browser.
- Check your computer requirements for installation of Respondus LockDown Brower. You may need to try using a different computer.
- Common issues:
- Sometimes Respondus Monitor is down for maintenance, or other issues. You might see a message like "Unable to launch the Respondus Monitor startup sequence for the exam. Please try again later." Try again later.
- If you are not able to click on the "Begin Exam" button or screen freezes before starting the exam
- There may be a wifi signal issue. Restart your modem/router.
- Shut down all bandwidth-intensive apps that might be running on your network (Netflix, any streaming, online gaming, etc.)
- Us an ethernet cord to connect to the internet directly through your modem/router.
- Restart your computer and shut down all other programs running on the computer.
- Wait a day or so and then try again.
- If the issue persists, try using a different internet connection.
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- Check their the ALEKS Troubleshooting website and use the search feature. This page provides information and assistance with:
- System requirements
- Lockdown Brower is not launching or downloading
- Windows 10 using S mode
- Spyware detection or anti-virus software interfering with Respondus
- How to remove programs running in the background
- Browser not compatible error message
- Screencastify error
- More information can be found through the Student Support FAQs and technical support here.
- Live Chat with Respondus here.
- If you are not able to resolve your issue with the links above, please contact Respondus directly by submitting a helpdesk ticket here.
- If you are not able to get Respondus Monitor to work, sometimes the best solution is to use a different computer.