"Hardware error" troubleshooting steps - Mac

If you receive one of the hardware errors listed below when attempting to start your webcam, take a self-photo, or take an ID photo, 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.

Hardware Errors:

Not Allowed Error
Screen Share Permission Denied by System
Not Found Error
Requested Device Not Found

Check that your device meets the Minimum System Requirements

1) Ensure your device meets our Minimum System Requirements on THIS page, scroll approximately halfway down to see the minimum System Requirements for Honorlock..

Check for device updates

For Mac Versions 10.15 Catalina - Mac OS 12 Monterey

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

2) On this page, you can 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.

undefined

For Mac Versions OS 13 Ventura - Mac OS 15 Sequoia

1) Click on the Apple icon in the Upper left corner and select System Settings.

2) Select Software update.

3) Click on install to update and restart your computer.

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

1) Click the Apple icon in the upper left-hand corner of your screen and select System Settings.

2) Select Privacy and Security.

3) Select Camera from the list on the left.

4) Verify that Google Chrome is listed and toggled to the on position and is blue. Toggle the slide off then back to the on position if the toggle was blue when the setting was opened.

5) Then, select Microphone from the list on the left.

6) Verify that Google Chrome is toggled to the on position. Toggle the slide off and then back to the on position if the toggle was blue when the setting was opened.

7) After making the changes, you must quit Chrome and relaunch Chrome before restarting your exam.

Let's test your Camera and Microphone

1) Go to https://webcammictest.com/ .

2) Click the blue button with the rocket that says "Start Test."

3) After running, each section on the 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 the issue and follow the instructions on the screen to resolve your Camera or Microphone issues.