[ARCHIVED] Getting "This file is still being processed by turnitin. Please check back later to see the score" for too long.

[david_willis]

@turnitinstatus
My students are submitting files in a Canvas assignment and are getting the "This file is still being processed by turnitin. Please check back later to see the score" for far too long.  For example, this assignment was due Sunday and it is now Thursday and I still do not have a TII report.  I need the reports to to start grading and Canvas is not responding to my direct messages.  Help!

Note: the assignment requires the students to submit using .doc or .docx files. 

DW

[david_willis · Accepted solution]

This question has not been answered.  I accidentally pushed the "Assumed Answered" button.

[david_willis · Accepted solution]

This question has not been answered.  I accidentally pushed the "Assumed Answered" button.

[Stef_retired]

Hi  @david_willis ​, I have a few questions:

• Is this assignment enabled through the legacy Turnitin API (assignment type is online submission, students upload their files and click a Turnitin confirmation checkbox) or the newer Turnitin LTI (external tool submission type)?
• Have you initiated a support ticket by clicking on Help | Report a Problem--I know you said "Canvas is not responding to [your] direct messages," but I just wanted to make sure that you in fact have a ticket open on this?
• Have you tried clicking the Resubmit to Turnitin button in the SpeedGrader as described in How do I grade Turnitin assignments in SpeedGrader?

I'm going to tag  @dhulsey ​ on this in case he has additional insight to offer.

(By the way, if you accidentally click Assumed Answered on a question in the Community, you can toggle that off by marking any response as the correct answer, such as the subsequent reply you posted, and then unmarking it.)

[dhulsey]

Depending on the answers to these questions, a trouble ticket to Turnitin might be in order. I know they can manually push papers through their system.

However, answers to the good questions Stefanie asked will help us give a definite answer on the best course of action.

[david_willis]

I have initiated a support ticket with turnitin and Instructure (on Monday) and haven't heard anything back from either organization.  The students are using the Turnitin API I believe because they are asked for confirmation to submit it to turnitin.  I am getting really fed up here because I can't start grading these papers without the reports.  I've never had it take this long in the past. 

I have never used the Resubmit function and will look at the link you sent me.  However, won't that run the info through again and show a 100% match?

Here  is a screenshot of my assignment and settings for Turnitin.

[dhulsey]

David asks, "I have never used the Resubmit function and will look at the link you sent me.  However, won't that run the info through again and show a 100% match?"

No. The resubmit button is designed to account for that, so it should be fine. As Stefanie says, this situation is a problem with the older API version. One way to stop seeing such problems is to use the newer LTI version, but you would need to have your local Canvas admin set that up, and there is a learning curve to the LTI.

I wish I could help more, but, as Stefanie says, getting the papers from when they get stuck like this with the API takes awhile.

[david_willis]

The case number for my Canvas ticket is 01544055. 

[scottdennis · Accepted solution]

Hi David,

I just wanted to let you know that it looks like your institution's policy is to have all support tickets go to local admin at your institution and they can then  be escalated to Canvas Support if your local admin can’t resolve them.  Your ticket has not been escalated by the institution at this point and so it hasn't reached the support folks in Salt Lake.  I know that does not help you resolve the issue with tii so you might want to contact your local eLearning or IT organization to follow up.

[Stef_retired]

Also,  @david_willis ​, you might get some insight from the comments posted today (Sept 15) in  Submissions through Turnitin LTI not appearing in SpeedGrader

[david_willis]

I read the post you are referring to but I did not have either the Case 1 or Case 2 situation.  I am just getting the "This filie is still being processed by turnitin.  Please check back later to see the score" message in the speedgrader when I click on the turnitin icon.  I really don't want to have to go through a bunch of stuff to fix it.  I just want it to work like it always has in the past. 

[Stef_retired]

 @david_willis ​, on a few occasions, I experienced the problem you've described with the Turnitin API, and unfortunately the remedy was neither quick nor simple.

Turnitin announced service interruptions on September  8 and 9 (last Thursday and Friday), which might correspond to the timing of the submissions for the missing originality reports. Please refer to Turnitin Status (@TurnitinStatus) | Twitter

I am not able to look directly at your support ticket, but I've asked someone for help with it.

[Stef_retired]

 @david_willis , we haven't heard from you in a while. Were you able to prevail upon your local admin to escalate your ticket up to Canvas Support, and have you had a resolution to this issue from them? If so, please take a moment to update the Community on the details. Thanks!

[Stef_retired]

Hello,  @david_willis , since we haven't heard back from you, we're hopeful that you were ultimately able to get the ticket that was sitting at your local level pushed up to Canvas Support, and that they in turn have been able to resolve the issue for you. Once again, we're going to mark the question as Assumed Answered, but the topic remains open for additional participation, so please take a moment to update the Community on how this was ultimately resolved. Thanks.