Secure Testing Troubleshooting

Platinum Secure Testing is a secure testing browser designed to allow students to take online tests, but prevent them from accessing other websites while they are testing.  This prevents the student from running applications like Skype, Slack, or other communication applications along with preventing the student from having any other browsers or browser tabs open. As it does require that students close these other applications before Platinum Secure Testing will allow them to take their test, they should always make sure they do not have any extra programs running in the background. If the student is unable to secure a connection they can try the troubleshooting below. 

  • Depending on what device is being used, students should download and install the Windows Platinum Secure Testing Version, the Mac Platinum Secure Testing Version, or the LockDown Browser app from Apple iTunes for the iPad.  Make sure you are downloading the correct version for the device.  If you are unsure if it was downloaded correctly, reinstall it. 
  • Clear the cache and cookies in the browser, closing all instances of the browser, and then reopening it, can also help start a fresh session.  Click here for more info on how to clear cache and cookies. 
  • Try a different browser such as Firefox, Google Chrome, Safari or Edge.
  • Try temporarily disabling any antivirus programs on the computer.
  • They may be running an older version of the Secure Testing software, so reinstalling the program again may be necessary.
  • Check that the device is up to date.  We suggest double-checking even if you feel that it was recently updated.  
  • Check for browser updates.  Although it may still be possible to get around the web with one of the old AOL startup disks and a dial-up connection, Platinum Secure Testing may need a little more power than that.
  • Some devices require administrative rights.  If the student does not have that password, they will not be able to download the software.  Although students may be able to test normally without any difficulty in a computer lab or library, if they don’t have administrative rights on computers there or the ability to download and install programs, they may need to use their personal computers to run the program instead.  When running into rights issues in a managed lab environment, system admins have the option of installing the alternate Lab addition of Secure Testing.  This version does not rely on admin rights rather it relies on managed policy settings (Group Policy, etc) for full security.  More information on the lab version can be found here. 
  • Platinum Secure Testing will only run on iPads or computers with a full version of Windows or the Mac OS. If they are attempting to run the program on a Chromebook, smartphone, Kindle, or other mobile device that are not an iPad, they will need to switch to another device before they will be able to run Platinum Secure Testing.
  • Sometimes the Internet drops “Data Packets” when connecting wirelessly. When this happens, the software cannot secure the session. Connecting directly to the Internet using an Ethernet cord and connecting it to your router or modem may help establish a more uninterrupted connection.


If you're still having problems you can contact the Platinum Educational Group Customer Support Team or reach out to Respondus Technical Support via


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