We hope that your time with Turnitin is without any problems, but occasionally something might happen that you were not expecting. Don't panic! We're here to help. Check out this list, and see if anything seems familiar. If your problem appears on the list, we're aware of the problem and currently looking into it.
Found something new? Get in touch with our support team by sending an email to email@example.com
Feedback Studio known issues as of 2019-02-21
Some users have noticed a discrepancy between the submission count found when viewing statistics By Account, By Instructor, and By Class. We are looking at different ways of improving how we gather these statistics to improve their reliability.
Workaround: The statistics are not currently inaccurate; however, the different ways in which we look at the data depending on user choice alters how we count different statistical events. For example, if a class has multiple instructors then we may count submissions multiple times in the By Account view but once in the By Instructor view.
When a QuickMark is deleted from a paper, a message appears so you can undo the deletion if necessary. After deletion, when a user is tries to drag a QuickMark from the side panel, but then they haven't dismissed this message, the incorrect QuickMark might be added to the paper.
We're currently working on a fix for this problem, but until then please make sure the 'undo' message has completely cleared before you add a new QuickMark.
On a small number of papers, the similarity layer can occasionally disappear when loading a different layer. This tends to be caused by the layer not fully loading when the paper has opened.
Until a fix is applied, please be patient when loading Feedback Studio for the first time if you encounter this problem.
When there is a small character count in a submission, it can cause an e-rater to fail to process. Users may see the error 'e-rater cannot process this paper'.
If you encounter this error, please get in touch with our support team using firstname.lastname@example.org this will help us to diagnose the problem further, and get more data on the lengths of assignments it affects.
Revision Assistant known issues as of 2018-12-20.
Currently, the Learning Standards links for Springboard prompts do not show up when users click the link Learning Standards link in the sidebar of each prompt page. Because Springboard uses its own set of prompts and a modified version of Revision Assistant itself, the Learning Standards for Springboard prompts are stored in a separate program and not in the help guides as they are for revisionassistant.com. The Revision Assistant teams are aware of this issue and are working on solutions to store the Springboard Learning Standards in another way.
If a student logs in, navigates to the homepage, and then hits their browser's back button, they are immediately logged out of Revision Assistant. Though students can log right back in, we know this is annoying, so our teams are working on a fix. In the meantime, students should use the navigation links provided in the Revision Assistant headers, rather than the back button on their browser, to move to and away from their homepage.
In Revision Assistant, students are only allowed to join a class from a school in their district. Currently, if a student does try to join a class outside of their district, they are not added to the class, but they also do not see the error messages we created to tell them that. Confusing students is not what Revision Assistant is all about, so we will get those messages showing up for them as soon as possible. In the meantime, teachers, please make sure your students know the class codes they need to join their classes in Revision Assistant.
In a number of cases, Feedback Studio would fail to correctly process a submission causing it to not show when trying to open the document viewer. This lead to the M14:11 error that some users were experiencing.
The M14:11 error denotes a problem with the processing of a submission when it is displayed. Investigation into this issue has been a top priority for our engineers for a number of weeks and we are happy to report that the underlying issues behind this error have now been resolved.
It is possible that the error can still show when there is a genuine problem with a submission. However, for the vast majority of users the document viewer should operate as intended.
Users of our Turnitin Feedback Studio, WriteCheck, and iThenticate services would have experienced issues while attempting to reset their password on Tuesday 12th February 2019. In order to reset your password, we send an automated email to the address associated with your account. Unfortunately, it was reported that these were not being received. This also had an effect on new users attempting to set a password using their Getting Started emails.
We have worked on this as a priority and can now report that it has been resolved. We apologize for any disruption this may have caused.
If you still need to reset your password but are unsure how, please follow this link to learn how.