Blackboard Ultra (Faculty) - Respondus Monitor: Technical Support

Troubleshooting Respondus Monitor Issues

Respondus Monitor is a companion application for LockDown Browser that uses a webcam to record students during online, non-proctored exams. If students encounter technical issues while using Respondus Monitor, there are several troubleshooting steps that can be taken.

Initial Troubleshooting Steps

1. Ensure LockDown Browser is properly installed. Students should download and install LockDown Browser from the link provided within their Blackboard Ultra course.
2. Verify the student's webcam is functioning correctly. Students should test their webcam before starting the exam.
3. Confirm the student has a stable internet connection. A wired connection is generally more reliable than Wi-Fi.
4. Close all other applications running on the computer. Other applications can interfere with LockDown Browser and Respondus Monitor.
5. Restart the computer. This can resolve many temporary software conflicts.
6. Click the It's not working link to access the Respondus Monitor Help Center. If the resources on that page do not resolve the issue, click Need more help? button to open Live Chat support. 

   More information on the in-browser support options can be found at the Live Chat Help for Respondus Monitor (webcam proctoring) page.

Specific Error Messages

If a student receives a specific error message, provide the following guidance:

• "Webcam Not Detected":
  • Ensure the webcam is properly connected and enabled.
  • Check the computer's device settings to ensure the webcam is not disabled.
  • Try a different USB port.
  • Update the webcam driver.
• "Microphone Not Detected":
  • Ensure the microphone is properly connected and enabled.
  • Check the computer's device settings to ensure the microphone is not muted.
  • Try a different USB port.
  • Update the microphone driver.
• "Internet Connection Interrupted":
  • Check the internet connection.
  • Try restarting the modem and router.
  • Move closer to the Wi-Fi router.
  • Use a wired connection.
  • Shut down other devices on the Wi-Fi if possible.

Contacting Respondus Support

If the above troubleshooting steps do not resolve the issue, direct the student to Respondus support. Respondus provides 24/7 support via their website:

https://support.respondus.com/

Best Practices for Faculty

• Provide clear instructions to students regarding Respondus Monitor requirements and troubleshooting steps.
• Offer a practice quiz using Respondus Monitor to allow students to test their setup and identify any potential issues before the actual exam.
• Allow sufficient time for students to complete the exam, taking into account potential technical difficulties.

Need Additional Support?

This guide aims to provide useful information, but as technology changes, interfaces or steps might vary. Please use the Comment button to let us know if anything differs from your experience. Your feedback helps us keep this information accurate. Thank you!