Safe Exam Browser (SEB) Troubleshooting Guide
If Safe Exam Browser (SEB) will not launch, freezes, or fails to open from Moodle, the steps below resolve most issues.
Most Common Fix (Windows)
- Close SEB and ALL browsers (Chrome, Edge, Firefox, etc.).
- Open File Explorer and go to:
C:\Users\[username]\AppData\Local\
(Replace [username] with the account currently signed into the computer.)
- Delete the folder named:
SafeExamBrowser
- Restart the computer.
- Re-open your browser and go to Moodle again, then launch the exam using SEB.
Why This Works
SEB can occasionally fail to close correctly (especially after interrupted sessions), which may leave behind cached session/configuration files. Removing the SafeExamBrowser folder forces SEB to rebuild clean local settings so it can launch again.
Helpful Notes
- Can’t see AppData? The folder is hidden by default. In File Explorer, select View → enable Hidden items.
- On personal devices, Windows usernames may look unusual (examples:
Default, HP, nicknames, etc.).
- To confirm the Windows username: open the Start menu — the signed-in account name is shown at the top.
Official SEB Help
Safe Exam Browser is not a Microsoft product, so Microsoft does not provide an official SEB troubleshooting video.
You can find official downloads and documentation here:
Safe Exam Browser (Official Website)
Still Not Working?
Let your instructor know immediately. If needed, submit a support request to ITS with:
- Course name + exam name
- Device type (Keyano computer or personal device)
- Any error message shown
- Your Windows username (if on a Keyano lab/classroom computer)