"Hardware error" troubleshooting steps - Mac

3 min. readlast update: 04.30.2024

If you receive one of the hardware errors listed below when attempting to start your webcam, taking the self photo, or 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
  • Screenshare Permission Denied by System
  • Not Found Error
  • Requested Device Not Found

Check that your device meets Minimum System Requirements

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

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

1) Open Launchpad and click on 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 It does not, please click the golden lock located to the lower left of the window. Enter 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. 


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://webcammictest.com/ .  

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

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. If the 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 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. 




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