Student Use and Troubleshooting Guide
Honorlock
As an ASU Online student reading this guide, it's likely that one or more of your courses is using Honorlock to proctor exams. Honorlock is an online proctoring service that allows you to take your exam from the comfort of your home. You DO NOT need to create an account, download software, or schedule an appointment in advance.
Honorlock is available 24/7, and all that is required is:
- a computer
- a working webcam/microphone
- your ID
- and a stable internet connection
Click below to navigate guide
Installing Honorlock
Install Requirements
To get started, you will need to install Google Chrome and download the Honorlock Chrome Extension. Google Chrome is required to use Honorlock.
System Requirements
Honorlock can be installed on devices meeting the following system requirements:
Computer Operating System:
- Windows 10
- Windows 11
- MacOSX 10.14 and higher
- ChromeOS 93 and higher
- Note: Currently, Honorlock is incompatible with:
- iPads
- Walmart Branded Camera (Onn)
Browser:
- Google Chrome version 93 and higher
Internet Speed:
- 1.5 Mbps download, 750 Kbps upload
Beginning Exams
Basic Launch
When you are ready to begin your exam:
- Log in to Canvas.
- Go to your course.
- Click on your exam
- Click "Launch Proctoring" - this will begin the Honorlock authentication process. You will need to take a photo of yourself, show your ID, and complete a scan of your testing environment.
Honorlock will then begin recording your exam session through your webcam, microphone, and recording your screen. Honorlock also has an integrity algorithm that can detect search-engine use, so please do not attempt to search for answers, even if it's on a secondary device.
Review this video outlining how to use Honorlock and best practices to be aware of.
Using Honorlock in incognito mode
Just like any other Honorlock-enabled quizzes, you will need to be using Google Chrome on a Windows, Mac, or Chromebook computer. Remember that you can click the chat bubble icon on any Honorlock page to get 24/7 chat support from an Honorlock representative if you need assistance.
- Open the Honorlock page in your course. Find the quiz on the page and click the Launch button. Follow the on-screen instructions.
You cannot open third party quizzes from anywhere else (such as the Assignments or Grades pages) since you will be locked out of the quiz.
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After completing the required start-up steps (such as launching screen recording or a student ID scan), it will show a link to open your quiz assignment. Click on this to launch the quiz in a new tab, at which point it should automatically input the quiz password for you, starting the quiz. If it doesn't automatically take you through the password screen, you may need to click your mouse cursor in the password text box, switch to the proctoring window (the smaller browser pane that you used to go through the start-up process), and click the Insert password button.
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- After you've submitted your quiz, click Exit Honorlock on the bottom-right of the browser window to close Honorlock.
Contacting Honorlock Support
Support for any questions, concerns, or issues that may come up while you use the proctoring service is provided by Honorlock and is available 24/7.
- If you are actively taking an exam, simply click the Live Chat bubble located in the lower right-hand corner of your screen.
- If you are not actively taking an exam, or you are unable to begin a Live Chat during your exam, you have the following support options
- Chat with Honorlock support by clicking on the “live chat” option at honorlock.com/support (available 24/7)
- Email the Honorlock support at [email protected] (available 24/7)
- Contact the ASU Experience Center by live chat or by phone at (855) 278-5080 (available 24/7)
Troubleshoot Common Issues
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. Visit the Honorlock Knowledge Base for more information.
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:
- Type Shift+F5 (Windows/Chromebook) or Command+Shift+R (Mac) on your keyboard
- Use Honorlock in Incognito Mode
- Temporarily Add a Person or Profile to Chrome (which can be deleted afterwards)
- Disable your other Chrome extensions (Refer to the Honorlock Won't Download/Launch section below)
- Clear your Google Chrome cache
- Make sure that your URL is asu.instructure.com instead of any other URL variant.
- Launch the quiz from the Honorlock page in your course instead of clicking directly on a link to the quiz.
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.
Honorlock Won't Download/Launch: "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 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.
If you are receiving this error, follow the below steps to resolve or visit the related knowledge article.
- First, try to enable Honorlock by clicking "enable this item" in the pop-up within Chrome.
- If you are unable to successfully enable Honorlock, you'll need to remove other extensions from Chrome. Add this into your address bar: chrome://extensions/
- From there, you'll select to Remove any extensions you think could be interfering with Honorlock. You can also toggle them off if that's preferred instead of removing.
- Once you've done this, try to re-enable Honorlock and launch proctoring.
Unable to Start Exam: Receiving -1 Browser Error
When attempting to start an exam with BrowserGuard, you may see a message stating you have '-1' tabs open and you are unable to proceed past this message. This error is related to the permissions given to your Chrome Extension. 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. See here for steps on resolving this issue.
Hardware 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.
- See "Hardware error" troubleshooting steps - Mac
- See “Hardware error” troubleshooting steps - Windows
Incompatible Hardware
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.
Additional Issues
The issues indicated in this guide are frequently experienced problems students face. If you are having an issue not listed in this guide, more step-by-step troubleshooting guides for additional problems can be found on the Honorlock site. Visit the Honorlock Knowledge Base for more information.