Common Brightspace/LockDown Browser Issues and Potential Solutions

Student using a MacBook unable to install LDB

• Computer doesn't have the most recent macOS installed.

• Student is not set as an administrator on the computer.

• Student is installing LockDown Browser using Safari.

  • Use Chrome to login to Brightspace and install LDB.

• Student has multiple LDB installers downloaded.

  • Locate all previously downloaded LockDown Browser installer files.

  • Drag the files into the Trash. 

  • Empty the Trash. 

  • Restart the Mac.

  • Uncheck the option to re-open any windows.

  • Download a fresh copy of LockDown Browser using Taylor's download link: https://download.respondus.com/lockdown/download.php?id=168513723.  

  • Re-install LockDown Browser.

• Multifactor authentication needed

  • Students will be prompted to re-authenticate every 31 days.

• Web browser has stored cache, cookies or data

  • Clear the browser history (Here are the instructions for the most common web browsers Taylor University).

Student having issues logging into Brightspace

• Multifactor authentication needed - Students will be prompted to reauthenticate every 31 days.

• Web browser has stored cache, cookies or data - Clear the browser history (Here are the instructions for the most common web browsers Taylor University).

• Student unable to install LDB on a Windows computer
  • Using Windows S Mode (Windows S Mode is a version of Windows that only allows apps from the Microsoft Store, requires Microsoft Edge as the browser, and restricts access to other apps and resources.) - Student needs to switch out of Windows S Mode to install LDB.
  • Student is not set as an administrator on their computer - Student has a computer with a shared family account installed and doesn't have the access required to download and install apps.  The account owner may need to sign in to install LDB or temporarily give the student admin access.

Access the Respondus LockDown Browser support site:

1. Login to Brightspace
2. Select a course
3. From the course’s main page, go to the Activities & Assessment tab
4. Select Quizzes from the drop-down menu
5. From the Quizzes main page, go to the LockDown Browser tab
6. The tabs displayed are Getting Started, Video Tutorials, Guides & Support, and Other Systems
7. Go to Guides & Support and scroll down to the Troubleshooting and Technical Support section
8. Click on the link to search the Knowledge Base articles for solutions to common issues https://respondus.com/knowledgebase

Additional Brightspace articles for students are available here.