Problem: Unable to start the exam due to a message saying that an access code is needed. Access codes are not needed to start an exam.

If you get the "Access code needed message" try any of the following solutions: 

1. Be sure you are not using Respondus Lockdown Browser & Honorlock at the same time. If you are, close your browsing window and open the exam using your normal Chrome browser not Respondus Lockdown Browser.
2. Log out of all tabs that have ICON open, then log back into ICON.
3. Update to the latest version of Chrome. 
4. Close Chrome and all associated tabs and then re-open Chrome. 
5. Clear the cache in Chrome. 
6. Un-install Honorlock and then re-install Honorlock to catch any updates. 
7. Restart the computer. 

8. Contact Honorlock's live chat. They can walk you through other possible solutions. Here is a link: https://honorlock.com/students/

Disable a Chrome extension

You may have difficulty installing the Honorlock extension due to interference from another extension. You may need to disable other extensions. See the following article for step-by-step instructions: https://honorlock.kb.help/troubleshoot-unable-to-install-or-disabled-extension/

Remove a Chrome extension

If you have used Proctorio and have the extension installed, we recommend removing the extension completely. Other proctoring extensions can interfere with the use of Honorlock.

1. Select the three vertical dots in the top right hand corner of Chrome. 
2. In the menu that appears, look for More Tools. 
3. In the More Tools menu, open Extensions. 
4. Locate the Proctorio extension and press the Remove button.
5. Restart Chrome and attempt to open the exam again.

Problem: Attempting to open and start the online exam through the Proctored Exams Portal. The Proctored Exams Portal does not have a link to the exam content. When selecting the exam name in the Proctored Exams Portal, a pop-up window with exam details (materials allowed, etc.) appears.

To locate your online exam:

1. Open your course ICON site.
2. Select the Quizzes page.
3. Select the name of the exam you wish to take.
4. Select the “Take the Quiz” button.

This type of error is related to permission issues. Either Google Chrome is unable to access your webcam or your webcam is not working correctly. You can visit https://webcammictest.com/ to verify whether your webcam is working correctly.

If your webcam is working, then you will need to verify the webcam's access. Webcam access can be restricted at multiple levels: the entire system, your browser, on a specific website, or for a specific Chrome extension. Honorlock support provides hardware troubleshooting steps on Windows and Mac.

If you do not have access to a computer that works with Honorlock exams, contact us at test-centers@uiowa.edu or 319-467-4628 to schedule a space in the North Campus Test Center.

If you have a computer with Honorlock installed but need access to a quiet/private location, check the links below for locations across campus. Most locations are available on a first-come first-served basis. 

• Learning Spaces 
• Campus Resources  

To start an exam or a quiz in ICON, select the “Take the Quiz” button that appears underneath the quiz description. There are multiple reasons why the "Take the Quiz" button could be missing: 

1. Exam deadline has passed in ICON. Contact the instructor for an extension. 
2. Not using Chrome to open the quiz or exam. 
3. Problem with Honorlock installation. Uninstall and then re-install Honorlock. Remove any other proctoring extensions. 

If none of the these solutions work, contact Honorlock support. 

Quality room scans are key to ensuring you have a private testing environment. A good room scan allows the instructor to confirm whether or not you are consulting unacceptable sources. If the scan is poor, it is harder to determine whether or not academic misconduct has occurred. 

The room scan should: 

• include a 360 degree view of the entire room 
• include the work surface 
• include what is behind the computer 

A poor room scan: 

• is not 360 degrees 
• moves too quickly or is blurry 
• only shows the room at eye level 
• doesn't show the work surface 
• stops short of showing certain areas of the room 
• has your face in the center for the entire room scan

Here is a sample of a good room scan: https://youtu.be/WBeh3ZSQptw

While browsing the internet, Chrome tries to keep some items in its “short-term memory.” This makes it easier to load the next time. This “memory” can get in the way when a page has been updated or changed.

Clearing the cache can solve problems in both ICON and Honorlock:  

1. Open Chrome. 
2. In the top right-hand corner, click on the three vertical dots. 
3. Select “More tools” and then select “Clear browsing data.” 
4. Choose a time range. (Exam Services recommends selecting “All time.”) 
5. Check only the boxes next to “Cached images and files” and “Cookies and other site data.” 
6. Select “Clear data.” 
7. When complete -- and it will only take a few moments -- close Chrome and all associated tabs. Then, re-open Chrome. 

More information about cache and cookies can be found here: 

https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en 

You can use more than a University of Iowa student ID to start the exam. You can use any government-issued ID (e.g. driver's license, passport, etc.). In the rare event that you have no ID of any kind on the day of the exam, please contact your course instructor.