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CeeKay
Community Member

Turnitin not working correctly

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I am an instructional design specialist and received this ticket:


"I have had one or two students in each class submit the first assignment and it seems like Turnitin is not working properly. Both of these courses were just updated, so I don't know if that is a factor."

I already checked to see if Turnitin is an installed app in this course and it is. I also checked to see if Turnitin is enabled on the assignments and it is as well.

What could be causing this issue?

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1 Solution

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Maryna_Dibrova
Community Participant

Hi everyone,

It’s Maryna, Community Manager from Turnitin. I am sorry you and your students faced trouble uploading assignments and getting reports. Most likely your submission was affected by a drop in submission events via Canvas Plagiarism Framework integration to Turnitin. As a result, there were delays in report generation until the submissions were resent to Turnitin.

Please let me know whether you managed to get reports. If you still face issues, I would recommend raising a ticket with your Canvas administrator and asking them to resend the submission to Turnitin. If you have any questions regarding Turnitin or its features, you are welcome to check out our support center forums here: https://supportcenter.turnitin.com/s/ or reach out to our Support Team directly at tiisupport@turnitin.com. Our team will be glad to assist you.

You can also subscribe to the deploy notes page, change log page or known issues page to be notified of any possible and known issues.

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8 Replies
RodCarnillLFCC
Community Member

We are seeing similar issues with small groups of students. No real pattern has emerged.

rdudley
Community Participant

Yes, we have had a similar experience since the evening of January 25th. Students submit their assignments to Turnitin but they are not being passed through to Turnitin it seems. The pending clock for the originality report does not appear and we have raised tickets with Canvas and Turnitin who are investigating the issue. No resolution as of yet though.

chofer
Community Coach
Community Coach

Hey @dhulsey ... have you heard of any recent issues with Turnitin similar to what these folks describe?  Any suggestions that you might be able to offer?

ysmalls
Community Champion

Hi @CeeKay 

I had this same issue with my teachers in December and the issue turned out to be with the Legacy to the Plagiarism Framework.  Apparently a new Plagiarism Framework was pushed out by Turnitin and any issues with the Legacy Framework are not being address.

I had to disable the Legacy Framework and enable the Plagiarism Framework and have not had any issues since then.  Not sure if this might apply to your or not but hope this information helps.

Warming though, if this does apply to you then keep in mind that when you disable the Legacy Framework then your teachers will not have access to any submitted work (ask me how I know this!).  

Hope this information helps.

@ysmalls Thank you for sharing your experience, that is always valuable to others as they try to navigate through troubleshooting process.

Thanks again!

 

dhulsey
Community Champion

@chofer I have seen this several times, and I agree the different versions could be causing crosstalk. I do know that TII support can often reprocess submissions if you get the clock instead of the TII colored box in Canvas, but it is a pain to contact their support and wait for the submissions to process. Thankfully, it is rare, and I almost never see it with the LTI version that I favor. 

Maeve_McCooey
Community Contributor

Hey all, maybe one to watch out for when using the Turnitin LTI:

We discovered an issue with the "generate similarity reports on the due date" setting. Basically when this setting is used, if a student submits prior to the due date Canvas will make a call to retrieve a similarity report but Turnitin won't generate one because it is the due date has not been reached, so Canvas will keep trying to retrieve a similarity report until it reaches the retrieval attempt limit (I think it is 14 attempts). If a student submits on or after the due date this is not an issue (but we all know the submission trends for most students) so what we thought initially was a random issue with the similarity report actually was related to early submissions.

We have spoken to both Turnitin and Instructure but no resolution has been provided, Turnitin advised that if this occurs raise a support ticket and they will do redo the call to allow the similarity report to generate. It's far from ideal but we no longer use this setting due to the issue.

Thanks,
Maeve


Maryna_Dibrova
Community Participant

Hi everyone,

It’s Maryna, Community Manager from Turnitin. I am sorry you and your students faced trouble uploading assignments and getting reports. Most likely your submission was affected by a drop in submission events via Canvas Plagiarism Framework integration to Turnitin. As a result, there were delays in report generation until the submissions were resent to Turnitin.

Please let me know whether you managed to get reports. If you still face issues, I would recommend raising a ticket with your Canvas administrator and asking them to resend the submission to Turnitin. If you have any questions regarding Turnitin or its features, you are welcome to check out our support center forums here: https://supportcenter.turnitin.com/s/ or reach out to our Support Team directly at tiisupport@turnitin.com. Our team will be glad to assist you.

You can also subscribe to the deploy notes page, change log page or known issues page to be notified of any possible and known issues.

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