Introduction

Help Center is a feature within LockDown Browser that enables students and help desks to more easily troubleshoot technical issues with a student's computer. Help desks can use the information below to guide students through the use of Help Center.

• Help Center is currently available to users of the Windows and Mac editions of LockDown Browser (including Lab Edition)
• Students won't see the Help Center button until they log in to the LMS with LockDown Browser and select a course.

Using Help Center

1. Start LockDown Browser, log into the LMS, and select a course in the LMS. (Note: If your LMS automatically launches LockDown Browser at the start of an exam, the student may need to locate an exam that requires LockDown Browser in order to launch the application.)

2.Select the "Help Center" button from the toolbar in LockDown Browser.

3. The Help Center screen now appears

4.Select "Run Webcam Check" to ensure the webcam is working properly. (This step can be skipped if the student isn't required to record themselves during an exam with a webcam.)

5. Return to the main screen in Help Center and select the option "Run Systems Check".

6. When the System Check is complete, a set of images will appear across the top of the screen. A green mark indicates that the item meets the system requirements; a red X may indicate a problem with that item.

7.Scroll downward to see detailed results of the network and system check, including bandwidth and latency tests, OS information, a list of applications that are running, etc.

8.Select "Email results" to send the System Check results to your help desk (if needed, provide the student the email address for your institution's help desk).

9.The help desk can review the results that were sent by email. The student will receive a copy of the same email.

10.If the institution's help desk is still unable to solve the student's problem, the issue can be escalated to Respondus Support by opening a ticket at support.respondus.com.