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"Hardware error" troubleshooting steps - Mac

If you receive a hardware error when attempting to start your webcam or take your student photo or ID, this may be caused by a number of different configurations or permission issues. Review each option below to ensure Honorlock can successfully access your camera.

Check that your device meets Minimum System Requirements

1) Ensure your device meets our Minimum System Requirements found on THIS page, approximately half way down. 

Verify that Google Chrome has access to your Camera and Microphone.

1) Click the Apple icon in the upper right-hand corner and then click System Preferences.

2) Click Security and Privacy and select the Privacy tab at the top. 

3) In the left-hand column, click Camera.  

4) Under “Allow the apps below to access your microphone/camera”, please make sure Google Chrome has a checkmark next to it. If Google Chrome does not have a checkmark next to it, then please click the golden lock located to the lower left of the window. Enter in your password and then add a checkmark to the checkbox next to Google Chrome.

5) In the left-hand column, click Microphone. Repeat the instructions in step D. 

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6) You will be prompted to restart Google Chrome after completing these steps. Please restart Chrome entirely and retry to start your exam. If this does not resolve your issue or you already had rights granted to Chrome, please follow the steps in the next section. 

Verify that Google Chrome has access to your Camera and Microphone.

1) Navigate to chrome://settings/content/camera

2) Under "Block", look for any Honorlock websites. Click on the trashcan icons next to the websites that contain the word "Honorlock" to remove this block.

3) Refresh your exam page and relaunch proctoring. If this did not resolve your issue or if Honorlock did not appear in the Block section, please navigate to the next section. 

Let's test your Camera and Microphone

1) Go to https://test.webrtc.org .  

2) Click the green button that says “START”. 

3) After running, each section on screen will have either a red X or a green checkmark. This may take up to 2 minutes to complete. 

4) If the Camera or Microphone section has a Red X, please note what the issue is and follow instructions on the screen to resolve your Camera or Microphone issues. If Camera and Microphone return with Green checkmarks, please move on to the next section. 

Check for device updates

1) Click the Apple Icon in the upper right-hand corner and click About this Mac

2) On this page, you will be able to see if there is an available update for your Mac device. If there is an update available, please proceed with installing it and then restart your device. If you do not have any updates pending, please proceed to the next step. 

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