Troubleshooting and Support

Troubleshooting Installation Issues

If you experience any installation issues, please follow this checklist:

• Testing on a device owned by APSU, the military, a high school, etc.:

  • You will need to coordinate with the respective tech office for installation.  If they do not already have the APSU version of Respondus for managed devices, they must contact Distance Education.  Refer to the "Device and Browser Requirements" tab for more information

• Testing on a personal device:

  1. Does your device meet the minimum system requirements to install Respondus? 

  2. Where are you downloading the Respondus software?  You must download it directly from your D2L course.  The software is specific to APSU and is not available through online searches.  It is also full software, not a browser extension.  Refer to the "Installing Respondus" tab for more information.

  3. After selecting the option within your quiz to "Download and Install the latest version of LockDown Browser," did you locate the installation file on your device and run the install?  Did you receive the confirmation screen that the install was successful?  Is Respondus listed on your device as an installed app?  For example, on a Windows device, this would be visible under Settings > Apps > Installed Apps.

  4. After downloading and installing Respondus on your testing device, did you go back to your quiz in D2L and select "Launch LockDown Browser"? 

  5. What browser are you using to access the D2L quiz?  You can use any browser except Safari.  Once you have downloaded, installed, and selected to launch Respondus, it will open the D2L quiz directly in the Respondus browser.  You cannot open Respondus on your computer first and then access the quiz.

• Guide for troubleshooting Mac devices

For further assistance, please review the options on our Respondus support page.