Some students may experience issues accessing course resources, YouTube videos, Google Drive links, shared documents, or Honorlock. These issues are often caused by browser settings, school-issued device restrictions, school-managed Google accounts, internet filters, or blocked third-party content.
If a course resource, video, Google file, or required exam feature appears blocked, missing, unavailable, or does not load correctly, please review the steps below before submitting your work or beginning an exam.
A resource or feature may be blocked by a device, browser, account, or school filter if you notice any of the following:
If you are using a school-issued device or a school-managed Chrome/Google account, your school may have security filters that limit what you can access. These filters can prevent students from downloading browser extensions, opening certain websites, viewing embedded videos, sharing Google files outside the organization, or using required exam tools.
These restrictions may affect access to:
If Honorlock or another required course resource cannot be accessed on a school-managed device or account, please contact your school’s technology team or primary dual-credit contact. They may need to allow the required Canvas, Honorlock, Google, video, or course resource permissions on your device, Google profile, or school network.
If a course resource is unavailable or Honorlock is not activating, try these steps first:
You can view Google’s instructions for creating or switching Chrome profiles here: Create or manage Chrome profiles.
Before beginning a proctored exam, run the Honorlock system check on the same device and internet connection you plan to use for testing:
https://prep.honorlock.com/system-check
If the system check fails on a school-issued device, school-managed account, or school network, please contact your school’s technology team as soon as possible. They may need to adjust permissions or provide a different approved testing device.
You may also review Honorlock’s troubleshooting resource here: Honorlock Test Taker - Quick Fixes.
Some assignments require students to include multiple components in one accessible submission. This may include a written response, reflection document, video link, Google Drive link, or other required assignment materials.
If you submit a Google Docs, Sheets, Slides, or Drive link, please make sure your instructor can open the file before submitting it in Canvas.
Many courses require students to submit multiple assignment components in a single accessible file. This means that any required videos, Google Drive links, reflection documents, written responses, or related materials should be included in the most recently uploaded file, which should be accessible and submitted for grading.
If your assignment includes a video link, paste the video link directly into the document you are submitting and make sure the video sharing settings allow your instructor to view it.
If a video, Google Drive link, embedded resource, or external website remains blocked after trying the steps above, the issue may need to be reviewed by your school’s technology team.
When contacting your school, let them know which resource is blocked and where it appears in the course. If possible, include a screenshot of the error message.
If you are unsure whether the issue is caused by your device, browser, school account, or school network, please contact the TEL Support team with a screenshot so we can help determine the next best step.
If you are still experiencing issues, try the following general browser and device steps.
Make sure your computer has any needed operating system updates installed. Outdated system software can sometimes affect how websites, videos, and embedded course materials load.
Open Chrome and click the three-dot menu in the top-right corner. If an Update Required message appears, please update Chrome and restart the browser before you try Canvas again.
Stored browser data can sometimes prevent Canvas from loading the newest version of a page. Clearing your browser history, cache, and cookies can help fix missing content, broken formatting, or pages that do not fully refresh.
You can view Google’s instructions here: Clear cache and cookies.
Mastery assignments are generally graded within 5 business days. Grading may take longer near course due dates, weekends, holidays, or other high-volume grading periods.
After your assignment is graded, review the feedback in the Grades section of your Canvas course. Feedback may explain whether something was missing, inaccessible, incomplete, or submitted incorrectly.
If you think edits, a new attempt, or an additional review may be needed, you can contact your instructor through the Canvas Inbox. Instructors do not always see comments left directly on assignment submissions unless students also message them through Canvas Inbox.
Additional attempts, edits, or secondary reviews depend on the instructor’s course policy and are not guaranteed after a score has already been entered.
If a technical issue, school filter, blocked resource, or other extenuating circumstance affected your ability to complete an assignment or exam, please contact TEL Support as soon as possible.
When contacting Support, please include:
The TEL Support team can be reached by emailing support@tel-education.org or by submitting a ticket via the link below:
Questions? Submit a Ticket