Unauthenticated Error

2 min. readlast update: 05.21.2024

This article outlines the steps to complete when receiving an "Unauthenticated" error in the Honorlock proctoring window after clicking the "Launch" button. This may occur in the proctoring window if you or a support agent has relaunched the camera. 

Before completing any of the steps below, close the proctoring window entirely to ensure the steps you complete work properly. To close the window, click on the red dot in the upper left corner of the window. 

Clearing Your Browser Cache and Cookies

The first step you must take is to clear your browser cache and cookies within Google Chrome. 

  1. Open a new tab and navigate to chrome://settings/privacy.
  2. Click on "Clear browsing data".
  3. Ensure the time range is set to "All Time" and the boxes for "Cookies and other site data" and "Cached images and files" are checked. 
  4. Click "Clear data." 
  5. Wait for the data to clear and relaunch Google Chrome once it's complete. 
  6. Relaunch Honorlock proctoring and complete the Honorlock authentication steps to begin your exam.

If clearing your browser cache and cookies and relaunching Google Chrome does not resolve the unauthenticated error, close out of proctoring once more and proceed with the next set of steps. 

Uninstalling and Reinstalling the Honorlock Extension

To resolve the unauthenticated error you are receiving in your Honorlock proctoring window, you will need to uninstall and reinstall your Honorlock extension.

To Uninstall:

  1.  In a new tab, navigate to chrome://extensions.
  2. Locate the Honorlock extension and click "Remove". 
  3. Google Chrome will bring up a message that says, "Remove 'Honorlock'?" and then click "Remove" again. 

To Install: 

  1. In a new tab, navigate to https://honorlock.com/install
  2. Please check the box that says, "I agree to Honorlock's terms of service..." and then click "Add Extension."
  3. You will be brought to a Chrome Webstore page, click "Add to Chrome". 

Relaunch Your Proctoring Session

After uninstalling and reinstalling your Honorlock extension, relaunch Honorlock proctoring and go through the authentication steps. 

  1. Navigate back to your Learning Management System. 
  2. Locate the Honorlock "Launch" button for the exam and click it. 
  3. Instead of seeing the "Unauthenticated" error, you will be prompted to go through the Honorlock authentication steps for your exam.
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