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Lozenge
Candidate Support

Where can I get help with issues I have with a Lockdown Browser?

1. System specifications
  • Candidate OS specs:
    • Windows: 10, 8, 7. (Windows 10S, ubuntu is not a compatible operating system).
    • Includes x86 32 and 64bit processors and ARM 64bit processors using x86 emulation
  • Mac: macOS 10.12 to 10.15
  • Not supported on Linux
  • Device Memory specs:
    • Windows: 2 GB RAM
    • Mac: 2 GB RAM
  • Device Hard Disk Space specs:
    • Windows: 200 MB of free hard disk space
    • Mac: 200 MB of free hard disk space
  • No proxy settings are available inside the browser
  • Not supported on mobile
2. Error in launching Lockdown Browser. It shows launched in another browser.
We ask you to follow the below steps after installing the lockdown browser.
  • Click on the autologin link from the test invitation email.
  • Allow all pop ups and notifications which you are getting after clicking on a link.
  • Please ensure that there is no other app running in the background during the assessment. Lockdown browser will not launch if any of the shared apps is working in the background.
3. Mac OS lockdown browser download link not working, it redirects to login page & asking for username/password.
Please follow the below steps to avoid any issue.  
  • Please avoid clicking on direct hyperlinks presented in your email.
  • Kindly copy the software download link from test invitation email.
  • Paste it in a tab of your browser (Preferably Google Chrome or Mozilla Firefox).
  • This will start the downloading of setup.
4. Getting Error message “Page Failed to Load- X.509 Certificate Information” while trying to take assessment on lockdown browser.
We are sorry to hear about the technical issues which you are facing while attempting the test.
This issue occurs whenever the date & time of your system is incorrect. We ask you to check it and in case it is not found incorrect then please set up the time and date as per your local time.
Once the changes are made, refresh the page, and try to attempt the test again.
5. Getting Error message "Page Failed to Load - Error Internet Disconnected” while trying to take assessment on lockdown browser.
We are sorry to hear about the technical issues which you are facing while attempting the test.
Please follow the below mentioned troubleshooting steps to self-resolve the issue:
  • Kindly close the test window using the “X” button at the top right side of the browser. Do not click on Quit/Exit test or submit button.
  • Clear cache and history of the browser for the last 4-5 weeks and try to login again.
In case the issue persists, then please switch to a different network/system.
6. Getting Error message “The browser can't be used in virtual machine software such as Virtual PC, VMWare and Parallels” while trying to take assessment on lockdown browser.
Please follow the below steps to avoid this issue.  
  • Please run the test outside VPN/VMS else system will now allow to start the test.
  • Please disable/uninstall all VPN applications in your system.
  • Restart the device after uninstalling the applications.
  • Copy the software download link from test invitation email.
  • Paste it in a tab of your browser (Preferably Google Chrome & Mozilla Firefox).
  • This will start the downloading of setup. You can now download and install the lockdown browser.
7. Getting Error message “Compatibility mode isn't allowed” while trying to take assessment on lockdown browser.
Please follow the below mentioned steps to debug the issue:
  • Right Click on “LockDown Browser OEM” à Properties à Compatibility
  • Click on "Run compatibility troubleshooter"


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