Help CenterQuick Reference Guide
The below list covers our most commonly asked questions when experiencing an issue, error or problem. Select the option that fits your issue to review the resolution steps. If you do not see your issue in the list below, please begin a live chat with Honorlock Support. For new exam takers or those with frequent issues, please review Honorlock Test Taker Best Practices for our device setup recommendations for a smooth testing experience.
Honorlock support can be reached by clicking on the chat bubble in the lower right corner of your screen, if the articles listed below do not address the issue you are experiencing.
Testing Honorlock for functionality
Install Google Chrome here - Update Chrome by copying chrome: settings/help into your address bar and relaunch once updated.
Install the Honorlock extension. | Installation Issues | Blocked by Admin
How to launch proctoring for an exam
Honorlock Desktop Application - When the Desktop Honorlock Application has been enabled for your exam, you will be required to install the Honorlock Desktop Application as well as have the Honorlock Chrome extension. You will receive a prompt to download the Desktop application at the beginning of the authentication steps.
Honorlock Mobile Application - This feature, when enabled on the exam, allows the Honorlock mobile application to connect to your exam. It will allow you to download the Honorlock mobile application, scan a QR code, complete authentication steps on your mobile device, and use the mobile device as your side-angle camera. If you are not presented with a QR code, a third-party application must be used on the phone and computer to connect your phone to the computer to use your phone for the side-angle camera.
Completing the ID verification step
Workspace Scan - When this feature is enabled for your exam, you will be required to scan a QR code and use your mobile phone to take a photo of your workspace. The onscreen guidance will let you know when you have your phone positioned correctly to take the photo.
Close tabs message with exam open in another website/tab. Click close tabs | More steps
Troubleshooting issues and error messages in the proctoring window:
Camera window is black with a slash through it
Permission Denied: Access to Camera/Microphone denied by the computer
Permission Denied: Access to Camera/Microphone denied by the browser
I can’t share my screen; the button is greyed out.
Not Found Error - Windows | Mac
Hardware Error - Windows | Mac
Permission Denied: Access to Screen Recording denied by the computer
Check MacOS Version - Apple Icon (top left of screen) > About this Mac. Select the link that your version falls within: MacOS 10.15 - 12.0 | MacOS 12.3+
Help me set up my side-angle camera
Stuck on the Waiting for authentication page
What causes an exam to pause, and how do I fix it?
Your exam will pause if your face is not entirely visible. The exam will pause if a proctor pops into your exam session. If the exam does not resume once the proctor has completed the pop-in, contact Honorlock support by clicking on the chat bubble within your exam session.
My internet connection is slow/poor, or cut out. What can I do?
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Unplug your router, wait 15 seconds, and then reconnect.
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Stop high-bandwidth activities such as streaming or gaming on your network during the exam.
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Connect to a different network to take your exam.
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Testing on public networks may impact your ability to maintain a stable connection
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If your internet disconnects during an exam, relaunch proctoring from the course page and attempt to access the exam again.