"Overconstrained" Troubleshooting Steps

The "Overconstrained" Error Message can sometimes be encountered when the test taker's camera disconnects during a test or when launching, and the camera cannot start correctly. The following steps should resolve the issue and allow the test taker to complete proctoring. 

1. Log out of your institution or organization's site.  
2. Uninstall and reinstall the Honorlock extension. How to uninstall/reinstall extension
3. Clear your cookies/cache. How to clear cookies and Cache
4. Refresh your Chrome Browser and relaunch proctoring. 

If the issue persists, please try the following troubleshooting steps for Windows computers. 

1. Check your device manager for driver updates. To open the device manager, click the Windows Icon on the taskbar, type in Device Manager, and click to open it.
2. Locate the camera driver under "Cameras" or "Imaging Devices". Click the arrow next to the Camera or Imaging Devices to find the driver underneath. Right-click the driver and check for driver updates first. If there are none, right-click it again and disable it. Then right-click it again to re-enable it. 
3. Close completely out of Chrome, open a new browser, and try launching Honorlock.

If the error is still present, create a new Chrome profile. These steps work on both Windows and Mac devices:

1. Click on the Google Chrome Profile icon located at the top right of your browser.
2. Click on "+ Add" or "Manage People" (depending on your version of Chrome).
3. Enter a name for the new profile, such as "Honorlock".
4. A new window will open for the new profile. Do not log in to your Google account.
5. Go to honorlock.com/install to reinstall the Honorlock extension.
6. Close all other Chrome windows and only use the new one with the new profile.
7. Access your test page and try entering your exam again using the new Chrome profile.

Note: Do not sync the new Chrome profile with your main profile to avoid potential issues.

If the error is still present, check for updates on the computer and restart. 

Windows Update:

1. Look to the lower-left corner of your screen and click the Windows button.  Type in the word “update” and then click on the option titled “check for updates.” Proceed to check to see if there are any pending updates. If there are,  install them and then restart your computer.

Mac Update:

1. Look to the upper left corner of your screen and click on the Apple icon. Click “About This Mac.” On this page, you will see if there is an update available for your Mac device. If there is an update available, please proceed with installing it. Once you have done so, restart your computer.