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ALEKS Respondus: Mac crashing/quitting in the middle of exam

Troubleshoot Respondus issues on Mac when ALEKS crashes or quits during an exam.

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In the event you are in the middle of taking a respondus exam and your Mac computer and it crashes/quits, please follow the instructions provided. 
 

Step 1: Please make sure to confirm you are using the latest update on your MacOS.

  1. If you are not, you can follow these steps from the apple website: https://support.apple.com/en-us/HT201541.
  2. Once the update has been applied, please login and try working on ALEKS with RLB, if the crash error message persist, continue to step 2.


Step 2: Recommend to run a Restore Process for LockDown Browser.

To restore the default settings on a Macintosh system 

  1. Start the system from a power down (not suspension).

  2. Start LockDown Browser

  3. Immediately quit LockDown Browser

If you can replicate the issue once again, follow the steps below to send Respondus Support a System Check ID.

Also please make sure they select "Report an issue" for the macOS message that appears after the crash and copy the text from the report that appears. They could then place that text into a .txt file and send it to us to review.

Step3: How to retrieve a System Check ID

 Note: For this, the student must use the same computer that was used to take the exam in question.

  1. Access the following page in any browser: LockDown Browser

  2. Select the "LockDown Browser Help Center" link at the bottom of the page.

  3. When LockDown Browser launches, select the button that reads "I am running LockDown Browser only" and then "System Check"

  4. After the system check runs, click the link titled "Email Results".

  5. In the "Email Results" form, enter your name, email address, and check the "I understand and agree" box. Then click SEND.

  6. Once you receive the "LockDown Browser System Check Results" via email, send me the 9-character "System Check ID" listed at the top of the report in a reply. A ticket with Respondus support can be submitted here: https://support.respondus.com/hc/en-us 

Step 4: Another option to try is to create a new user for your Mac

  1. System Preferences

  2. Users & Groups

  3. Create a new user with "Allow user to administer this computer"

  4. Log out of the current account

  5. Restart the Mac

  6. Log into the new account

  7. Re-install RLB

  8. Start the browser and launch the ALEKS exam

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