How do I resolve passkey sign-in problems when opening a Canvas exam in LockDown Browser?

Students may get stuck at sign-in when using a Microsoft passkey to open a Canvas quiz in Respondus LockDown Browser. Follow the steps below to remove the passkey from your school account and sign in using Microsoft Authenticator approval notifications.

What does the issue look like?

After LockDown Browser opens, you may automatically be directed to a screen labeled “Face, fingerprint, PIN or security key.” The screen instructs you to complete sign-in in a separate security window, but that window will be hidden or inaccessible behind LockDown Browser.

You may be unable to continue or choose another sign-in method. This can happen even if Microsoft Authenticator approval notifications are already configured.

How do I fix it?

Removing the passkey from Microsoft Security info has been tested and confirmed to resolve this issue in our Canvas environment.

Before you begin, close LockDown Browser if your exam has not started. Complete the following steps in a regular browser, such as Chrome or Edge.

If an exam attempt is already underway, contact your instructor before closing LockDown Browser.

Step 1: Verify Microsoft Authenticator approval notifications

Before deleting your passkey, make sure you know your school account password and can approve sign-in notifications in Microsoft Authenticator. If needed, click here to reset your password. 

1. Go to Microsoft Security info.
2. Sign in with your school account.
3. Confirm that Microsoft Authenticator is listed as a sign-in method for approval notifications.
4. If it is not configured, select Add sign-in method, choose Microsoft Authenticator, and follow the setup instructions.
5. Verify that you can successfully approve a sign-in notification before continuing.

Having a passkey saved in Microsoft Authenticator is different from having approval notifications configured. If you are unsure whether notifications work, contact the IT Help Desk before removing your passkey.

Step 2: Remove the passkey from your school account

1. On the Security info page in your Microsoft Security info page, locate the Passkey entry for your school account.
2. Select Delete next to that entry.
3. Confirm the deletion when prompted.

Delete only the passkey entry. Keep the Microsoft Authenticator method and/or phone used for approval notifications, and do not remove your school account from the Authenticator app.

Step 3: Reopen your Canvas quiz in LockDown

1. Launch LockDown Browser.
2. Enter your school account credentials.
3. Follow the on-screen instructions to approve the sign-in notification in Microsoft Authenticator.
4. Continue to your exam.

After completing authentication, put your phone away as required by your instructor’s exam rules.

What if I still cannot access the exam?

Contact the IT Help Desk and include:

• Your name
• The message displayed on the sign-in screen.
• Whether you removed the passkey from Microsoft Security info.
• Whether Microsoft Authenticator approval notifications work.

If the issue prevents you from starting a scheduled exam, notify your instructor as soon as possible.