Student

Connection Error

Should a student receive a connection error within the Lockdown Browser, with answers that are no longer saving, the instructor may provide the Exit Password in order to to assist the student in exiting the exam environment to re-establish their connection.

Another option is to hard reboot the computer. Press and hold down the power button until the computer shuts off. Next press the power button to restart. Only selected answers that were "saved", which are marked as green in the answer selection key, will be saved to the exam submission. Student's should never ignore connection issues and should notify a proctor or instructor if they receive any message regarding answers no longer saving.

Questions displayed in red are not being saved and will not be saved after a hard reboot. 

Computer Frozen

A frozen computer will require a hard reboot. Press and hold down the power button until the computer shuts off. Next press the power button to restart. You can now log back into SOLE and re-enter the exam.

Saved vs Unsaved Answers

Only selected answers that were "saved", which are marked as green in the small box below the question number, will be saved to the exam submission.

If the small box below the question number shows RED, this means the answer selection made for that question has NOT been saved. This is most likely due to a loss of connection. If the student continues to answer questions without saving, those question answers will NOT be saved upon submission of the exam and the student will be given a zero for those questions. At that point, it will be up to the instructor on how to proceed.

LockDown Browser

Students must have the most recent LockDown browser required by SOLE. They will be prompted with a message to download if they do not have the required version. The browser is available for download from the exam launch page in SOLE or from our Installing the LockDown Browser help documentation page.

The LockDown browser launches automatically when a student launches a SOLE exam in which it is enabled. Students should not launch the browser outside of SOLE; this will result in an error message regarding access to a unique URL. If this occurs, the student should exit the browser and then instead launch the exam from SOLE.

Please review the Troubleshooting While Taking a LockDown Exam page as well for additional LockDown browser troubleshooting information.

Can't Exit LockDown Browser

If you are unable to exit the LockDown browser after an exam submission, this will require a hard reboot. Press and hold down the power button until the computer shuts off. Next press the power button to restart. 

Error in Finishing Exam Message

Students should never log into a second device while taking an exam . Users can only be logged into one instance of SOLE at a time and logging in a second time will log students out of the first instance and interrupt the exam. This will cause errors and prevent exam submission. 

Disabling the Zoom Virtual Background

The Zoom Virtual Background feature must be disabled prior to the launch of the SOLE Lockdown exam.

Disabling ZoomClips

This applies to students taking a proctored exam via Zoom and the SOLE Lockdown Browser. The LockDown Browser is programmed to detect when conflicting programs are running and will request that you close these programs.

ZoomClips is a feature within Zoom that may interfere with the Lockdown Browser launching during a SOLE exam. Therefore, it is recommended that students disable this feature prior to launching exams via the SOLE Lockdown Browser.

However, if ZoomClips is enabled when launching the Lockdown Browser students may be prompted with this message:

Some Blocklisted Application (s) are running.

Lockdown Browser OEM will not run as long as the following applications are running:

ZoomClips

Normally, students can use the button option to close the applications, but for ZoomClips, this would close Zoom altogether. Instead, students will need to exit the LockDown Browser and then update Zoom's settings to disable ZoomClips before launching the exam again in SOLE.

Please follow these steps to disable Clips for an entire account:

1. Sign in to the Zoom Web portal.
2. In the left navigation menu, click Settings.
3. On the top right of the page, click the Clips tab. You may need to click the arrow to show more tabs.
4. To the right of the Clips feature, click the toggle to disable the setting.

Please visit the Zoom Clips user guide to learn more.