Canvas not opening Respondus.

[HaydenWilcox]

So a user when going into Canvas and clicking the test I'm redirected to lockdown browser as it normally does. This time however it shows an error that Respondus is Unable to open the exam. In order to open new quizzes you must use a standard browser first. The thing is that is what the person is doing. They had taken two quizzes in the same course earlier but when coming back later that is what happened. This has happened for a couple of the students. 

Has anyone seen this issue before? This is a new one I've come across. 

[mzimmerman]

Hi @HaydenWilcox 

The screenshot shows that Canvas is open in LockDown Browser, not in a standard web browser.  

Is the student trying to take the test, or are they trying to go back and view the test results after they have finished with the test?  They need to be sure to close LockDown Browser after they have taken the New Quizzes test.

[HaydenWilcox]

They are going through canvas and the instructor has it set to redirect the test through lockdown. So when they go to the test and click it opens lockdown like they intended. It however gives them that error telling them to use a standard browser. 

The first two quizzes went fine but then when these two students came back for the 3rd and they got that error. 
I had them sign out, clear cache in chrome/safari/firefox/edge and reboot the device. The error still occurs. 
We did not have them reinstall. 

[mzimmerman]

Can you clarify what you mean by "the instructor has it set to redirect the test through lockdown"?

Is it a "New Quiz", or is it a "classic" quiz?  

If it's a "New Quiz", and the instructor set the quiz to require LockDown Browser in the LockDown Browser Dashboard, then the student needs to log into Canvas with a regular web browser (Chrome, Firefox, etc.) and navigate to the test, then start the test and LockDown Browser will launch automatically.  

[HaydenWilcox]

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@mzimmerman wrote:

Can you clarify what you mean by "the instructor has it set to redirect the test through lockdown"?

Is it a "New Quiz", or is it a "classic" quiz?  

If it's a "New Quiz", and the instructor set the quiz to require LockDown Browser in the LockDown Browser Dashboard, then the student needs to log into Canvas with a regular web browser (Chrome, Firefox, etc.) and navigate to the test, then start the test and LockDown Browser will launch automatically.  

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New quiz. They are following those exact instructions you just said and that gives them the error when lockdown opens. 

[julie_mccarty]

Very Similar things are happening for our students. We had a student who was unable to access the quiz. They came by my office. They logged in to Canvas via Chrome Browser clicked on the quiz and it opened. We thought all was well. They left the room to find a quiet place to take the exam and the next time they attempted to open it they were met with the message above. On subsequent attempts, they received the following message, No Servers found for the institution that match the auto-launch URL, even though we verified that the URL was the one specified on our Respondus server profile. Some students can take the exam, and others are not able to open it. The issue is intermittent. 

[julie_mccarty]

I thought I would post an update here. The issue appears resolved there was a glitch in the latest version of Respondus that caused problems for some but not all Windows users. After we installed the update on campus computers the issue was resolved.  The version we installed is: Windows - 2.1.2.03.

[HaydenWilcox]

This was exclusively on mac users. I did not have any students using windows 10 or 11 experiencing this issue it seems. Do you have a link to the other thread or post so I can view the notes? Thank you Julie. 

[julie_mccarty · Accepted solution]

We did have some Mac users but the issue was different for them. They had selected not to open LockDown browser when prompted and had also ticked a box for Chrome to remember their preference. They were able to get Lockdown browser to auto-launch when they used a guest profile. In one other instance, a Mac user had two instances of LDB running on their computer. Removing the less recent version solved their issue. The main problem was on campus computers. These other problems were on personal computers. 

[HaydenWilcox]

Thank you for the help.