By default, Respondus Lockdown Browser should select and use the computer's internal camera. If the device's internal camera is not selected, work through the troubleshooting steps below until the issue is resolved:
Troubleshoot #1
- Exit the pre-exam webcam check and select the i icon or Globe icon from the LockDown Browser toolbar.
- Select check for new version or check for update.
- If a new version is detected, install it on your computer attempt to take the exam again.
Troubleshoot #2
Troubleshoot #3
- Close all applications that use a webcam/video camera.
Troubleshoot #4
- Close any utilities running in the background such as instant messaging applications, Facebook, BitTorrent, Spotify, MegaBackup, etc.
Troubleshoot #5
- Open LockDown Browser, login, and navigate to a course.
- Select the Help Center icon from the toolbar.
- Run the system check to ensure your webcam is detected.
- Run the webcam check and ensure your camera's image is shown.
- If necessary, you can change the camera during the webcam check via the change my webcam link. Ensure you select the physical internal or external camera. Do not select anything labeled splitter or filter.
Troubleshoot #6
- Temporarily disable anti-virus software. Be sure to re-enable anti-virus software after troubleshooting.
Troubleshoot #7
- If a computer camera driver was recently updated and your webcam has stopped working with LockDown Browser, consider rolling back to the previous version of the driver.
- In some cases, updating the driver may help.
If the above steps fail to resolve your issue, a temporary work around would be to use an external webcam.
Other Errors
If you encounter the "Video connection timed out" error, please do the following:
- Try clicking the "try again" button on that same page. This may permit the connection to be established. It's only necessary to click this button one time, as doing this makes a small network change. But if the error persists, clicking the button multiple times will not help.
- If the error persists, it's likely caused by a latency (delay) on your computer and/or network. This can include other devices on your network using bandwidth. The best thing for you to do is to exit LockDown Browser and restart your computer. After the restart, be sure to shut down all other running applications on both the computer and the network, including other network devices. If using Wi-Fi, move as close to the router as possible.
- Then start up LockDown Browser and try again.
- If the problem persists, try using a different network, or a hardwired connection via an Ethernet cable.