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.
All students and faculty 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 locks the quiz by adding its own password in the Canvas quiz settings. If there's an issue while trying to launch an Honorlock-required quiz, you may get stuck at the quiz password screen.
Make sure that you're using uwpks.instructure.com for Canvas instead of uws.instructure.com or any other UW-System URL variants. You can access your courses with either of these URLs, but third-party Canvas tools such as Honorlock can break if you're using a different University of Wisconsin Canvas address instead of the UW-Parkside-specific address.
Once the Honorlock extension is downloaded & enabled, try re-opening the quiz assignment from somewhere in the course such as from the Quizzes page, Assignments page, or from a module. If the access code screen appears again, try one of the following solutions to force your browser into downloading a fresh version of the quiz webpage:
If these don't work, please contact Honorlock chat support by clicking on the chat icon on the lower-right of the Honorlock page in your course.
Incompatible Hardware or Browser
Honorlock is a Google Chrome browser extension designed for use on Windows, Mac, and Chromebook computers. Honorlocked quizzes cannot be taken on mobile devices or other browsers. Honorlock has a webpage where you can check your device's compatibility.
If your device is not supported or you cannot figure out how to fix it, the TechBar offers free laptop rental for students throughout the semester. Alternatively, students may use on-campus computer labs (open labs or open labs w/ exceptions for scheduled classes) to take their Honorlocked quizzes. The Mac lab in RITA L123 should be able to support any Honolock quiz requirements since those Macs have webcams built in.
Hardware Error Code or Webcam Troubleshooting
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, or your webcam not working correctly. You can visit https://webcammictest.com/ to verify whether your webcam is working correctly. Webcam access can be restricted at multiple levels: the entire system, your browser, on a specific website, or for a specific Chrome extension. Honorlock's support site provides hardware troubleshooting steps on Windows and Mac.
If you are using a Lenovo device and see a greyed out camera icon, you may need to toggle privacy mode off in the Lenovo settings or Vantage app.
Honorlock Won't Download/Launch and "This item has been disabled in Chrome" Error
If the extension's storefront page gets stuck in a "downloading" phase, if it claims that Honorlock hasn't been added even though it has been, or if 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 Browser 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. Details can be found at Honorlock's Knowledgebase.