Troubleshooting Respondus for Students

Owned by Jessie Daniels (Unlicensed)
Last updated: Sept 10, 2021 by Natasha Barreto
2 min read

1. What to do if you encounter problems?

  1. Don’t wait until the last minute to take a test: Most issues occur during that time--you may be anxious if something doesn’t go smoothly or you may be confused about exam availability windows and miss it. Last minute attempts and no documentation does not work in your favor.

  2. Document: Note the time and what occurred. If you receive an error, take a screen shot or picture with your phone.

  3. Updating your OS to the latest version, updating chrome, and the respondus lockdown browser fixes most issues. Remember to restart your computer after these changes.

  4. Close and Restart: If you get stuck, wait a reasonable amount of time for your network to reconnect if that is the problem. If you cannot reconnect or get unstuck, close your browser and open eLC and the quiz again. If that does not fix the problem, restart your computer and try again. If that does not work, note the time and what occurred with any screen shots you may have.

  5. Contact the Solutions Center (706-542-6799 or help@terry.uga.edu), as well as your instructor.

2. What if I am getting a CERT_STATUS Error on my Mac?

If you receive an Err-Cert Error similar to the picture below, this is related to older or unpatched apple machines. The only way to resolve this problem is to upgrade your OS X to the latest version. See details here. You may also use vlab.uga.edu to access the exam. See item 4 below.

 

3. What if your specific problem is not listed on this page?

Check the following EITS page, scrolling down to the part about Respondus. https://help.elc.uga.edu/for_students/quizzes/#Respondus%20LockDown%20Browser

Check the Respondus Knowledgebase for Student Support FAQs. You can also submit a ticket with Respondus for support.

Error: "There is a problem with the LockDown Browser settings for this exam":
https://support.respondus.com/support/index.php?/default_import/Knowledgebase/Article/View/455/0/there-is-a-problem-with-the-lockdown-browser-settings-for-this-exam

Error: "There is a problem with the settings for this exam":
https://support.respondus.com/support/index.php?/Knowledgebase/Article/View/302/0/there-is-a-problem-with-the-settings-for-this-exam

4. What if even after all my efforts to fix my computer, I am still not able to run Respondus Lockdown Browser?

Use VLab to access UGA’s virtual lab. Navigate to vlab.uga.edu and login in with your myid an password. You will also need to verify your ID with ArchPass, UGA’s phone-based two-step login solution, powered by Duo.  Once you are in the virtual lab, open a browser and navigate to eLC and launch the the quiz. It will automatically open Respondus Lockdown Browser from the virtual lab.


More info here: https://eits.uga.edu/support/vlab/