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 firstname.lastname@example.org
Feedback Studio known issues as of 2019-09-19
Administrators may find the instructor tab for their institutional account will freeze and time out if they have high numbers of instructors enrolled. While this is being investigated, please contact our Support team by emailing email@example.com if you need access to this page but are experiencing this issue.
Some users have encountered issues while attempting to submit their paper using the Safari browser. After clicking ‘Submit’, the process will hang at the loading screen and will not complete the submission. You will know if your paper has been successfully submitted as the page will display a green success banner and show a copy of your digital receipt.
Workaround If you experience this issue we recommend the following:
- Go to the Safari Preferences > Privacy tab > Manage Website Data
- Look for and remove the three cached websites - googlesyndication.com, googleservices.com, turnitinuk.com, or turnitin.com
- You should now be able to submit your paper successfully.
Students using the Internet Explorer 11 browser will be unable to select the resubmit button and will instead receive an error message.
Workaround: While this error appears when using Internet Explorer 11, other browsers appear to be unaffected. We would ask that students use a different browser to submit to Turnitin while this issue is investigated.
Instructors may encounter slowness when saving their recorded voice comments if they are using the Chrome browser. Until a fix is applied, please ensure that your voice comment has completely saved before exiting Feedback Studio.
Workaround: While this slowness occurs when using Chrome, other browsers appear to be unaffected. If you experience slowness with other browsers, please ensure you’re using the most up to date version and try clearing your cookies and cache.
In the event a student has completed more than two peer reviews, some instances have been reported that only the first review is displayed and freezing occurs when the instructor attempts to use the navigation arrows.
Workaround: The freezing isn’t constant. A little perseverance and you should be able to access the reviews while we work on a fix for the cause of the freezing.
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.
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.
iThenticate known issues as of 2019-08-30.
If a user’s document contains line numbers then the bibliography and abstract/method and materials exclusion feature may not work as expected.
Workaround: Where possible do not use line numbers in the documents you submit to iThenticate.
Citations are not excluded when the bibliography section is excluded.
Workaround: If you encounter this issue, please contact our support team at: email@example.com
When you add a website URL to the Report Filters section, if the URL is no longer accessible but the content has been crawled historically by our crawler, it will still show the content match in the report.
Workaround: Exclude the match individually on the paper.
We do not support .tex files from the document preparation system, LaTex.
Workaround: Convert your files from .tex to .pdf before you submit.
When using iThenticate as an administrator, there is a limit of 15000 rows that can be displayed and downloaded as an .xlsx file in the report details list.
Workaround: Adjust the date range to tailor your results.
When using iThenticate’s Upload User List feature, users cannot upload an MS Excel .csv file that contains Japanese characters.
Workaround: If your user list contains Japanese characters, upload it as an .xls file.
When a QuickMark is deleted from a paper, a message appears allowing you to undo the deletion if necessary. If this message wasn’t dismissed and a replacement QuickMark was dragged from the side panel, an incorrect QuickMark might be added to the paper.
We can now report that this has been resolved. We apologize for any inconvenience this may have caused.
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.