FAQ Guide: Troubleshooting & Usage Safe Exam Browser (SEB)

Safe Exam Browser(SEB)
1

1. Why does SEB show “Modify Setup” or “Uninstall/Close” when I try to open it?

Possible Cause:

  • You opened SEB using the orange-coloured SEB application icon instead of the black-and-white configuration file icon.

Solution:

  1. Locate and run the SEB configuration file (black-and-white icon).

  2. Right-click the file and select “Run as administrator.”

  3. When the first pop-up appears, click “No.”

  4. If a second pop-up appears asking to close background apps, click “Yes.”

2. Why does SEB installation fail with “Setup Failed” or a “.NET Framework” error?

Possible Causes:

  • Not enough storage space

  • Outdated Windows version (early Windows 10 or older)

  • Weak or unstable network connection

Solution:

  1. Make sure you have at least 1 GB of free disk space.

  2. Connect to a stable internet network.

  3. Update Windows to the latest version available.

  4. If prompted, repair or install the required .NET Framework.

3. Why does SEB show a red screen or display “SEB Lockdown”?

Possible Causes:

  • The screen was locked, timed out, or the user was logged out.

  • Antivirus or security software may be blocking SEB.

  • Existing log files from a previous session error are causing the issue.

Solution:

  1. Temporarily disable your antivirus or add SEB as an exception in your security settings.

  2. Press CTRL + ALT + DEL and log back into your user profile.

  3. Ensure you are connected to the internet.

  4. If the issue persists, delete SEB log files:

    • Go to:
      This PC > Local Disk (C/D/SSD) > Users > [Your Username / Student / Admin] > AppData > Local > SafeExamBrowser
      (Note: AppData is hidden by default. To view it, click View > Show > Hidden items.)

    • Delete the SafeExamBrowser folder.

  5. Re-launch SEB after adjusting your settings.

4. What should I do if SEB freezes or becomes unresponsive during an exam?

Solution:

  1. First, check your internet connection to ensure it is stable.

  2. If SEB is completely unresponsive and you cannot click anywhere:

    • Press CTRL + ALT + DEL

    • Select “Sign out.”

  3. Log back into your profile and restart SEB.

5. Why does SEB show “Session Start Error” or fail to start a new session?

Possible Causes:

  • Outdated Windows version

  • Internet connection issues

Solution:

  1. Update your Windows OS to the latest version.

  2. Ensure you are connected to the internet.

  3. Restart your device and try launching SEB again.

6. Why do I see “Failed to Initialise SEB Service” or “SEB Service Not Running”?

Solution:

  1. Open the Windows Services panel:

    • Press Windows + R

    • Type services.msc and press Enter

  2. Locate Safe Exam Browser Service.

  3. Right-click and select Restart.

  4. Confirm the service status shows Running.

  5. Try launching SEB again.

7. Why is SEB not detecting my camera or microphone?

Solution:

  1. Quit the browser and Go to Settings > Privacy & Security on your Windows device.

  2. Under Camera and Microphone, make sure permissions are enabled for SEB.

  3. Restart SEB and check if the devices are now detected.

8. Why does SEB show “Address Not Found,” a blank page, or a “Fatal Error”?

Solution:

  1. Avoid frequently quitting and relaunching SEB during use.

  2. Ensure SEB is properly installed.

  3. If the issue continues:

    • Uninstall SEB

    • Restart your computer

    • Reinstall SEB and then launch it again

9. Why does SEB not launch or fail to install?

Possible Cause:

  • Antivirus software may block SEB installation or execution, detecting it as a potential threat.

Solution:

  1. Check if your antivirus has quarantined or blocked SEB.

  2. Add SEB to the antivirus exception/allowlist before installing or launching.

  3. If prompted, mark SEB as “Safe,” “Allow,” or “Trusted.”

  4. You may re-enable your antivirus once the test is complete.

What if issues continue after adding SEB to the antivirus exception?

Possible Cause:

  • Some antivirus programs require an update or system restart for new settings to take effect.

Solution:

  1. Update your antivirus software after adding SEB to the allowlist.

  2. Restart your computer to ensure changes take effect.

10. Why does SEB ask for an admin password when I launch the browser?

Possible Cause:

  • Another version of SEB (not from eLitmus) is already installed on your system.

Solution:

  1. Open Control Panel > Uninstall a program.

  2. In the program list, search for Safe Exam Browser or similar.

  3. Uninstall any safe browsers from publishers other than eLitmus.

  4. Relaunch SEB.

11. What should I do if I can’t quit SEB or get stuck at the Gmail/GitHub login screen?

Solution:

  1. Press CTRL + ALT + DEL.

  2. Select Sign out or Restart.

  3. After signing back in, re-launch SEB and attempt the test again.

12. Why does SEB show a white screen and not proceed to the test after launch?

Possible Causes:

  • Low internet speed

  • Location services are not enabled for SEB

Solution:

  1. Connect to a network with a speed of at least 2 Mbps.

  2. Enable location services:

    • Go to Settings > Privacy & Security > Location Services > Toggle On.

    • Under Let apps access your location, toggle On.

    • Under Let desktop applications access your location, toggle On.

  3. If SEB is not listed on the desktop:

    • Search for SEB in the Apps List.

    • Toggle On permissions for SEB.

13.What happens to my test in case of power failure/browser crash?

  • You have to restart the procedure from the beginning in case the power failure/browser crash happens and the test will be resumed from where you left.