Respondus LockDown Browser – Install and Reinstall Troubleshooting

Prerequisites / Minimum Requirements

• Student must be using the Creighton-specific Respondus LockDown Browser.

• Device must meet Respondus system requirements.

  https://support.respondus.com/hc/en-us/articles/4409607170459-What-are-the-computer-requirements-for-installations-of-Respondus-LockDown-Browser

• Student must have the ability to install software on their device.

• LockDown Browser is typically used with Canvas exams that require Respondus.

• **Creighton Devices may need to request Admin Rights via Admin By Request 

Creighton LockDown Browser Download: https://download.respondus.com/lockdown/download.php?ID=546844034

End State / Outcome

• Respondus LockDown Browser launches correctly.

• Student is able to access their Canvas exam using LockDown Browser.

• If the issue cannot be resolved through reinstalling, the ticket is escalated to the CFE team for further troubleshooting.

How to Steps

1. Confirm Student Is Using the Creighton Version

Provide the student with the official Creighton download link and confirm they installed the correct version.

Creighton LockDown Browser Download: https://download.respondus.com/lockdown/download.php?ID=546844034

Students must use the institution-specific version for Creighton.

2. Verify System Requirements

Confirm the student’s device meets Respondus system requirements.

System Requirements: https://support.respondus.com/hc/en-us/articles/4409607170459-What-are-the-computer-requirements-for-installations-of-Respondus-LockDown-Browser

Check for:

• Supported Windows or macOS version.

• Stable internet connection.

• Ability to install applications.

3. Uninstall LockDown Browser

Guide the student through uninstalling the current installation.

Windows

1. Open Control Panel.

2. Select Programs and Features.

3. Locate Respondus LockDown Browser.

4. Select Uninstall.

Mac

1. Open Applications.

2. Locate LockDown Browser.

3. Move the application to Trash.

**Creighton Devices may need to request Admin Rights via Admin By Request .

4. Restart Device

Have the student restart their computer before reinstalling.

5. Reinstall LockDown Browser

Have the student download and install the application again using the Creighton link.

Creighton LockDown Browser Download: https://download.respondus.com/lockdown/download.php?ID=546844034

After installation, ask the student to launch LockDown Browser and attempt the exam again.

6. Escalate if Issue Persists

If reinstalling does not resolve the issue:

1. Create a TDX ticket.

2. Provide details of troubleshooting already completed.

Optional: Respondus Student Support

Students may also review Respondus support resources.

Student Support Articles: https://support.respondus.com/hc/en-us/sections/4409607115931-Student-Support

Submit a Respondus Support Ticket: https://support.respondus.com/hc/en-us/requests/new

Typically CFE will work with Respondus support if escalation is required.