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As with all technology and services, students may experience the occasional error while trying to initiate Honorlock for a quiz. Here are some of the most commonly reported issues and how to fix them. Most problems can be fixed within a couple of clicks.
All students and faculty should remember that they have access to 24/7 chat support from Honorlock whenever they're in an Honorlock quiz, on the Honorlock page in their course, or visiting Honorlock's website. Simply click on the chat icon on the lower-right corner of the screen to begin the chat room.
Stuck at Password Screen
Honorlock protects the quiz by adding its own password in the Canvas quiz settings. If the Honorlock extension is running, it should bypass the password screen entirely. However, on rare occasion it may get stuck at the password page even if Honorlock is correctly running. This is generally a one-off issue that only affects an individual student on a random quiz. If this happens, you can generally fix it by forcing Chrome to download an updated, uncached version of the quiz page. This can be done in a variety of ways:
If these don't work, please have your student contact Honorlock chat support by clicking on the chat icon on the lower-right of the Honorlock page in your course.
Honorlock Won't Download/Launch and "This item has been disabled in Chrome" Error
You usually won't see anything get downloaded when you add Honorlock to your browser since Chrome extensions are near-instantly downloaded. However, if the extension's storefront page gets stuck in a "downloading" phase, it claims that Honorlock hasn't been added even though it has been, or you get an the "This item has been disabled in Chrome" error, then your other Chrome extensions may be preventing Honorlock from working properly. This can also result in getting incorrectly stuck at the passcode screen as mentioned in the section above. Try temporarily disabling your other Chrome extensions and try loading the quiz again.
You can disable/enable your Chrome extensions by going to the upper-right of Chrome and clicking More (⋮) > More Tools > Extensions and switching the sliders to the off position for your other extensions.
-1 Tabs Error
Upon launching the quiz, Honorlock will ask you to close your other browser tabs. If it tells tells you that there are -1 tabs left to close, this results from Honorlock not being given the proper permissions in Google Chrome. Visit Honorlock's Knowledgebase to learn more and see the steps to fixing this error.
If Honorlock gives you a "Hardware Error," then there are a few potential causes. This usually stems from permission issues regarding Google Chrome's access to your webcam. Honorlock's support site provides the steps to checking your Google Chrome webcam permissions, but it is also possible for your webcam access to be entirely blocked at the system level on your device. This generally doesn't happen unless you manually disabled the webcam yourself in the hardware settings, but it may be something to look into if the problem persists after ensuring that Chrome has the proper webcam permissions.
Honorlock is a Google Chrome extension designed for use on Windows, Mac, and Chromebook computers. It is not possible to use Honorlock on any other devices, and therefore Honorlock-enabled quizzes cannot be taken on other devices such as tablets and smartphones. This is why we highly recommend that every course using Honorlock should have a practice quiz active throughout the semester so that students can test out the Honorlock extension before needing it on a regular quiz/exam assignment. The system requirements for Honorlock can be found partway down on Honorlock's main support page.