Why does Respondus Lockdown Browser Crash After Duo Request

This is caused typically when a WebAuth token is created by an application or device (such as an Apple Macbook) saves a virtual key to your Duo profile, and is made as the primary on your account. The easiest way around this is to remove the token from your account. Follow the steps below to remove the token from your Duo profile.

1. In a web browser, open an Incognito/InPrivate/Private window and navigate to MyMadison
2. Click the Forgot your password link, and provide your eID
3. A Duo prompt will appear. Do not approve the request. Instead, click Other options
4. On the bottom of this page, click Manage devices
5. Select your respected method of Duo authentication, and proceed through the corresponding prompts
6. Once authenticated, your account management page will appear. You should see all registered methods tied to your account. One of these options will show as an iCloud Keychain or WebAuth Token.
   1. Click the 3 dots in the top-right of that box, and select delete.

Once completed, you can re-open Respondus Lockdown Browser and attempt to sign in. If this does not resolve your issue, please call the JMU IT Help Desk at 540-568-3555.