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 set-up recommendations for a smooth testing experience.
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
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
Downloading/troubleshooting the Honorlock Application
Completing the ID verification step
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 is popping 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.