Issue 1. When you are clicking on 'Start in SEB' and nothing is happening.
This means that the SEB application is not installed on your computer.
Solution: Download the SEB (Safe Exam Browser) according to your Windows version. If you need help installing the application, please refer to this guide.
Issue 2. You see the message "You have installed SEB, but it isn't configured yet".
This happens when you directly try to open the Safe Exam Browser.
Solution: Go to the AssessPrep website (www.assessprep.com), log in using your credentials and click on 'Start in SEB'. SEB will automatically launch with the correct configuration for that exam (because AssessPrep is supplying you with the configuration file).
Issue 3. A security or anti-virus software (e.g. 360 Security Guard) is blocking SEB from locking down the computer, causing a lock-down error "Failed to completely lockdown the computer".
Solution: Deactivate the anti-virus software or allow SEB as an exception.
Issue 4. You are unable to install the SEB Application and get the error "Setup Failed" (as shown below).
This happens when the .NET Framework fails to install because of :
(1) Insufficient disk space
(2) Network Issue
(3) Windows OS has not been updated for a long time.
Solution :
Step 1 - Ensure that at least 4.5 GB of space is available for .NET Framework installation.
Step 2 - Ensure that you are connected to the internet.
Step 3 - Update your Windows OS (Menu -> Settings -> Windows Update Settings -> Install Updates)
How to check your Windows OS Version?
Go to the search bar -> Type "About your PC". Ensure it is the latest version.
Step 4 - Once you have updated the Windows, click on https://dotnet.microsoft.com/download/dotnet-framework/net472 and download the .NET Framework 4.7.2 Runtime and install it by clicking on the downloaded file.
Step 5 - Now, go back to Part 1 A and 1 B and install the SEB Application.
Issue 5. SEB failed to start a new session!
This happens when your Windows OS is obsolete.
Solution:
Step 1. Check your windows OS version. Refer to Issue 5 on how to check the Windows OS version.
Step 2 - Ensure that you are connected to the internet.
Step 3 - Update your Windows OS (Menu -> Settings -> Windows Update Settings -> Install Updates)
Step 5 - Please ensure you are not using any custom cursor. If a custom cursor is enabled, kindly disable it and try again.
Step 5 - Now, go back to Part 1 A and 1 B and install the SEB Application.
Step 6 - If SEB still fails to start, please follow the path mentioned in the error message to locate the log file. Share the log file with us at support@assessprep.com
Note: Download the latest update for Windows - https://support.microsoft.com/en-us/windows/get-the-windows-10-october-2020-update-7d20e88c-0568-483a-37bc-c3885390d212
Issue 6. SEB is locked with a red screen or asks to unlock the safe browser and you are not able to click on Unlock.
This happens when you lock your screen or the current user is logged off.
Solution: Simply, press (CTRL+ALT+DEL) and login into your user profile or account again. You would be able to click on 'Unlock' and resume the test.
If you are not still able to 'Unlock' the test, please make sure you are connected to the internet and try again.
IMPORTANT: If you are still facing issues and are unable to give the test in the lockdown app (SEB) :
(1) Ask the concerned school authority to enable the 'Any browser with security'. You can click on the 'question mark' icon (as shown below) and start giving the test in Browser Mode with security instead of the Lockdown Mode.
Teacher's View:
Student's View:
The Teacher/Invigilator will get to know from their 'Monitor' tab if the student is taking the test using SEB (Lockdown App) or not. (as shown below)
Issue 7. SEB Froze in the middle of the test.
Solution:
Firstly, check if your internet is connected. If it is connected and you are still not able to click anywhere on the screen. Press (CTRL+SHIFT+DEL), and it will open the security options. Click on 'Sign out'. Once the user profile is signed out, log in again and restart the SEB.
Note: You will need permission to resume the test. Click on 'Request Resume' after launching the test. As soon as the invigilator allows your request, you would be able to start the test.
Issue 8: When starting SEB, it shows the error "Failed to initialise the SEB service! SEB will now terminate since the service is configured to be mandatory."
Solution:
Step 1: Use the Windows search bar or use the Windows + R key combination to open the RUN window, then type services.msc, click OK to open the Windows Services window.
Step 2: In the Services window, go to Services Safe Exam Browser Service, right-click and select Restart. After the Status column changes the status to Running, then re-enter the SEB software to take the test.