We hope that your time with Turnitin is without any problems, but occasionally something might happen that you were not expecting. 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 at the Turnitin help center.
Feedback Studio/Originality Check Known Issues as of: 1 October 2024
Feedback Release Date field displayed to accounts where Grading tools are disabled
Turnitin license(s): Feedback Studio
When grading and feedback is disabled for an account, a "Feedback Release Date" field is visible during assignment creation if left as default this will set to the creation date. Within the class homepage, the post date column will display the entered or default feedback release date. This date has no impact on your use of Turnitin and can be disregarded.
We’re looking to address the issue in an updated version of the product, however, we’re unable to provide an ETA for the release.
Translated Matching report does not download in the new Similarity Report
Turnitin license(s): Originality Check
While viewing a Translated Matching report in the new Similarity Report experience, choosing the Download Similarity Report option downloads the non-Translated Matching version of the Similarity Report. We are investigating this issue.
Report generation messaging to students may not match assignment settings
Turnitin license(s): Feedback Studio, Originality Check
When an assignment is set not to generate a similarity report the information displayed to students within the assignment inbox may suggest to students that a report might be generated.
Unable to download Grade Report for an assignment
Turnitin license(s): Feedback Studio
Instructors are currently unable to download Grade Reports for their assignments if a submission contains an equals symbol (=) in the title.
We are working to implement a resolution as soon as possible.
Paper pending deletion icon is not visible to the instructor
Turnitin license(s): Feedback Studio, Originality Check
When a deletion request is made for a paper residing in an expired class the pending deletion icon (trashcan and clock icon) is not visible to the instructor in the assignment inbox. Note: The account administrator view is unaffected and will still be able to see and action the request. We are investigating this issue.
Wrong date order displayed on class homepage in some non-English languages
Turnitin license(s): Feedback Studio, Originality Check
On the class homepage, in the ‘Uploaded’ column, dates are being displayed in DAY-MONTH-YEAR order instead of the correct YEAR-MONTH-DAY order for users with the following languages set: Korean, Traditional Chinese, Simplified Chinese, or Japanese. We are investigating this issue.
Incorrect error handling for paper deletion requests
Turnitin license(s): Feedback Studio, Originality Check
We are currently investigating an issue which is affecting error handling for users that have the 'Submit paper to:' option for their assignments set to ‘Do not store the submitted papers’.
When this setting is selected, and the user chooses 'Request permanent deletion' next to a submission and follows the deletion request workflow, no error handling occurs, and the expected modal window informing the user that the deletion request cannot be completed does not appear.
PDF downloads for the new Similarity Report are not yet available in some languages
Turnitin license(s): Originality Check
We are currently investigating an issue which is affecting the new Similarity Report view. This issue is causing the PDF download to be unavailable in Japanese, Korean, Chinese, and Arabic while in the new Similarity Report view.
Workaround: Translated PDF downloads in the classic Similarity Report remain unchanged. Administrators can ensure instructors have the ability to switch between the new and classic Similarity Report (options are in account settings).
Unable to open Similairty Reports from the student portfolio or Gradebook
We are aware of a reported issue whereby instructors are unable to open Similarity Reports from the student portfolio or Gradebook view
Our development team is at this time exploring a potential fix to address the issue
Workaround: In the meantime, instructors can continue to access Similarity Reports from the assignment inbox.
Log in prompts while grading in iOS app
Instructors may encounter issues accessing and grading submissions on the Turnitin iOS app if they were submitted using an integrated learning management system (LMS)
Despite successfully accessing submissions through integrated iOS links, instructors may encounter a situation where they are prompted to log in again
This could lead to the loss of their grading progress
Workaround: Reinstalling the app should resolve the issue.
Unable to view Similarity Report
Some instructors and students might receive the following error message “Your Session Has Expired
The request failed because of a server error” displayed when accessing the Similarity report
We are currently investigating a resolution to this issue
Workaround: Workaround- While we investigate the cause of the error, resubmitting the document will generate a new Similarity Report which should be accessible. Students can resubmit ifit has been enabled in the assignment settings, otherwise instructors can resubmit on behalf of students. If a record is required of the original submission date and time, we recommend downloading a copy of the digital receipt before resubmission.
Assignments missing from the assignment library
The Assignment Library is not displaying or importing assignments created after March 5th
New master class assignments being numbered as 0
We are aware of an issue where newly created assignments within master classes are being incorrectly numbered as 0 in the assignment list
This issue will have no affect on the performance of your assignments
New Similarity Report experience - Small matches assignment setting does not affect new view
Adjustments made to the small match exclusion threshold in the assignment settings are not reflected in the new report for submissions to that assignment
Additionally, the new report experience does not accommodate a percentage threshold for small matches at this time
You can still set a threshold by word count
Note that when switching between the classic and new report experience, changes to filters and settings are saved in the version they are applied and do not transfer between the different versions
Workaround: When small match exclusions are made in assignment settings, or when a percentage threshold is preferred, use the classic report to view submissions to that assignment.
New Similarity Report experience - TFS with Originality users unable to access Submission Details
TFS with Originality users are not currently seeing Submission Details in the new Similarity Report experience
Workaround: Access Document Details in the classic report while we fix this bug.
Recent submissions are not displaying in the IOS app
Documents submitted after August 18th cannot be viewed using the Turnitin iOS app
The assignment inbox may instead display a message stating "This document is currently unavailable"
Workaround: Please access Turnitin via our websiteturnitin.comorturnitinuk.com.
No active assignments when using IOS app
Existing classes that our accessed via Turnitin's IOS app are occasionally displaying a message indicating that there are no active assignments
Workaround: While we are investigating this issue, if your assignments are not appearing within the IOS app we recommend accessing your classes via our websiteturnitin.comorturnitinuk.com.
Adding QuickMarks after deleting a QuickMark may be unsuccessful
If an instructor deletes a QuickMark from a submission, they may be unable to add another QuickMark to the page immediately
When a QuickMark is deleted, a message appears at the top of the submission stating "Comment has been deleted with the option to undo the deletion."
It may not be possible to add another QuickMark while this message is displayed
Workaround: Either select "Undo" to return the deleted QuickMark to the same location or select anywhere on the page to resolve the message and continue with your grading.
Internal submission release data may be inaccurate
The submission release setting, which is enabled in the institutional account settings, allows instructors to view the full submission of a matching paper within their institution without submitting a Paper View Request
We have discovered a bug where theclass nameanddate of submissionfor the matching paper may be inaccurate
The actual match details shown are unaffected
Voice comments sound distorted in playback on certain browsers
We are currently investigating an issue causing distortion to voice comment replay while using certain browsers to view submissions
This issue occurs on the latest versions of Google Chrome and Microsoft Edge
Workaround: Voice comments work as expected while using Firefox and Safari. We recommend using one of these two browsers to access Turnitin until the issue is resolved.
iOS app crashing intermittently upon launch on iOS 15 and 16
We are currently investigating an issue causing the Turnitin iOS app to crash intermittently upon launch on iOS 15 and iOS 16
Bubble comments are duplicated when assigned to criterion and converted to QuickMarks
Within the Viewer, some users may notice duplicate comments in their rubric after assigning a bubble comment to criterion and then converting it to a QuickMark
These unintended duplicate comments cannot be deleted
Shibboleth logins change the account language to English
When logging in using Shibboleth, the language value of the account isn't passed correctly, resulting in all accounts switching to English when they attempt to log in
Workaround: After logging in via Shibboleth, use the language switcher to move to the language you'd like to use.
Late submission submissions are included in distributed PeerMark
When late submissions are allowed in the primary assignment, these papers are still distibuted to students even when users have chosen to not allow late assignments in the PeerMark assignment
They should be excluded from the papers available to be distributed
Discussions boards are not accessible in some scenarios
When a student is enrolled on a course where discussion boards are disabled, it will be disabled for them in any course they try to access
Anonymous marking exports may timeout
When a large number of submissions are selected to download in an anonymous marking assignment, the bulk download may timeout before the file can be downloaded
We're actively exploring a solution to this problem
Workaround: Selecting fewer submissions to download at anyone time should ensure that the files can be exported successfully.
Chinese submissions may show the '20 words of text' warning
When submitting to Turnitin, submissions must be 20 words or more to ensure we can successfully generate a Similarity Report
For some Chinese language submissions, this word count is erroneously being flagged as being under 20 words when more have been used
This problem exists for Chinese Traditional and Chinese Simplified submissions
Workaround: Choosing to 'Accept any File Type' when creating an assignment will ensure that we can accept the file, a Similarity Report will be generated, and the correct word count will be shown.
Email clients haven't updated Turnitin's IP addresses
Turnitin recently updated the servers that send our system emails
System email include welcome emails and digital receipts
Some email clients may experience a short period where they learn to 'trust' that the emails are sent from a legitimate IP address
Turnitin's email IP addresses 156 70 24 112 156 70 24 110
Workaround: Email administrators for your institution can manually add our IP addresses to your trusted list. For Microsoft email Exchanges, you can add the IP addresses to theIP Allow List.
Difficulty processing Microsoft files created in Windows
Microsoft files generated using Windows, including doc, docx, xls, xlsx, pptx, ppt, ppsx, and pps files, can occasionally fail to process when uploaded to Turnitin.
Files created using other operating systems are unaffected.
Workaround: Convert your file to a PDF before attempting to upload it to Turnitin. This ensures it is in a format we can process gracefully and without any problems.
Error when changing the administration account to another user if their email is capitalized
It has been discovered that if an administrator attempts to transfer the administrative account to another user, they will be unable to do so if the email address provided is capitalized.
To ensure the successful transfer of the administrator account, please ensure the new email address entered is fully in lower case characters.
This does not affect adding instructors or students to an account
Bulk download producing an empty zip file
We have received reports that particularly large bulk submission downloads will produce an empty zip file as opposed to providing one containing the submissions from the assignment
We are currently investigating this issue
Workaround: If you are experiencing issues with the bulk download feature of an assignment inbox, submission may still be downloaded individually.
PeerMark assignment information displaying base assignment settings to students
When a student hovers over the (i) icon to view information on their PeerMark assignment, they will be shown all relevant information as well as information from their base assignment. This could include details on resubmissions, late submissions, and similarity score settings which would not apply to their peer reviews.
Multiple PeerMark reviews by student
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.
Active layers disappearing from view when loading another layer
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
E-rater not processing all submissions when there is a low character count
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'
Similarity/SimCheck Known Issues as of: 1 October 2024
Translated Matching report does not download in the new Similarity Report
Turnitin license(s): Similarity/SimCheck
While viewing a Translated Matching report in the new Similarity Report experience, choosing the Download Similarity Report option downloads the non-Translated Matching version of the Similarity Report. We are investigating this issue.
PDF downloads for the new Similarity Report are not yet available in some languages
Turnitin license(s): Similarity, SimCheck
We are currently investigating an issue which is affecting the new Similarity Report view. This issue is causing the PDF download to be unavailable in Japanese, Korean, Chinese, and Arabic while in the new Similarity Report view.
Workaround: Translated PDF downloads in the classic Similarity Report remain unchanged. Administrators can ensure instructors have the ability to switch between the new and classic Similarity Report (options are in account settings).
Copied classes containing Turnitin assignments have an automatic name change in Turnitin
If a course containing Turnitin assignments is copied and a student attempts to submit to the copied course before it is in any way edited by the instructor, the name of the copied course will automatically change to 'LTI Class' in Turnitin
Errors appearing in anonymous LTI assignments after the feedback release date
Some instructors have reported receiving error messages when they attempt to enter their anonymous assignment after the feedback release date has passed
Workaround: While these errors only occur occasionally, if you do come across this problem, we would suggest editing the Canvas assignment settings and deselecting the anonymous marking option. This will allow you to access the assignment while we work on a resolution.
Difficulty processing Microsoft files created in Windows
Microsoft files generated using Windows, including
doc,
docx,
xls,
xlsx,
pptx,
ppt,
ppsx, and
pps files, can occasionally fail to process when uploaded to Turnitin
Files created using other operating systems are unaffected
Workaround: Convert your file to a PDF before attempting to upload it to Turnitin. This ensures it is in a format we can process gracefully and without any problems.
Email clients haven't updated Turnitin's IP addresses
Turnitin recently updated the servers that send our system emails
System emails include welcome emails and digital receipts
Some email clients may experience a short period where they learn to 'trust' that the emails are sent from a legitimate IP address
Workaround: Email administrators for your institution can manually add our IP addresses to your trusted list. For Microsoft email Exchanges, you can add the IP addresses to the IP Allow List. Turnitin's email IP addresses: 156.70.24.112 156.70.24.110
Some users are unable to submit via Google Drive
Some users may not be able to select and upload files from their Google Drive account to submit to Turnitin via LTI integrations
We are investigating this issue
Workaround: Users can download files from their Google Drive to their computer, then upload to Turnitin as a file submission.
Instructor Turnitin Optional settings not saving correctly
An issue has been reported where instructor's Turnitin Optional settings are not being saved when the 'Save these settings for future use' option is selected
We are investigating this issue
Moodle language packs do not pass the language to Turnitin and launch in English
We look at parts of the language pack chosen for Moodle to determine which language to display Turnitin in
This is currently not passing correctly, resulting in Turnitin displaying in the default, English
"Save settings for future use" option in LTI assignments is not working as expected
If an institution’s administrator has selected 'Set account assignment default to "allow any file type"' within the account settings, the 'Save settings for future use' option does not work as expected when creating a Turnitin LTI Assignment
Workaround: While our team investigates this bug, we suggest administrators edit the account settings via turnitin.com/turnitinuk.com and deselect the 'Set account assignment default to "allow any file type"' option found under the 'Default assignment setting for allowed file types' section.
Chinese submissions may show the '20 words of text' warning
When submitting to Turnitin, submissions must be 20 words or more to ensure we can successfully generate a Similarity Report
For some Chinese language submissions, this word count is erroneously being flagged as being under 20 words when more have been used
Workaround: Choosing to 'Accept any File Type' when creating an assignment will ensure that we can accept the file, a Similarity Report will be generated, and the correct word count will be shown.
Voice comments sound distorted in playback on certain browsers
We are currently investigating an issue causing distortion to voice comment replay while using certain browsers to view submissions
This issue occurs on the latest versions of Google Chrome and Microsoft Edge
Workaround: Voice comments work as expected while using Firefox and Safari. We recommend using one of these two browsers to access Turnitin until the issue is resolved.
Account statistic inconsistencies
We are currently investigating inconsistencies with downloading statistics when accessing Turnitin via LMS integrations
Our Product team is aware of these inconsistencies and will be looking into potential solutions to address in future iterations of this feature
All Originality add-on issues as of: 22 August 2024
Browser issue impacting AI detection visibility
There’s a known issue that is causing the AI writing administrator setting and the AI writing indicator to be hidden from users. This is a browser issue primarily impacting users on the Safari browser.
Workaround: To resolve this issue users should clear their cache. We also recommend that users ensure that any pop-up blocking settings allow pop-ups from Turnitin.
Non-US Turnitin Feedback Studio with Originality users unable to access AI writing detection when launching the document viewer from the Authorship Report
There’s a known issue that will prevent non-US Turnitin Feedback Studio with Originality users from being able to access/see the AI Writing indicator score in document viewer launched from Authorship.
Users will still be able to access the AI writing detection indicator and the AI writing report when they open a Similarity Report from their inbox.
Hidden text will flag white text on colored background (Authorship)
The hidden text flag will identify instances where white text has been used
As most essays are written on a white background, this method will usually be able to identify instances where a student has attempted to hide text
This will unfortunately also cause a false flag when white text has been used on a colored background; for example, white text on a black background
The image viewer is unable to display TIFF files (Authorship)
The image viewer is unable to display TIFF files
All Draft Coach issues as of: 16 August 2024
Highlighting has remained on my draft when the add-on is closed
Draft Coach needs to edit your draft directly to apply highlighting. This will occasionally cause the highlighting to remain on the draft or cause conflicts with highlighting that you have added yourself. When you are finished using Draft Coach, selecting the Details tab should remove all highlighting. You can also use your application’s built in highlighter tool to remove the highlighting.
Selecting a match in the Draft Coach side panel does not auto-scroll to my match in the paper
If a match from the same source can be found on multiple pages in your draft, your document will scroll to the closest physical match. Draft Coach does preview the matching text in the side panel so if you experience any issues, this should help you locate the match in your draft.
All resolved issues as of: 1 October 2024
Match source details sometimes did not include the student name in the new Similarity Report view
Turnitin license(s): Originality Check
We have resolved an issue which was affecting the new Similarity Report view. This issue was causing the student name to be blank when viewing the source details for a match to another student submission or paper in our database.
Submissions with large amounts of data failed to download from new Similarity Report view
Turnitin license(s): Originality Check
We've resolved a bug that was causing Similarity Reports with a large amount of data (e.g. submissions of 100 pages or longer with dozens of source matches) to fail to download from the new, enhanced Similarity Report view.
New Similarity Report experience - small matches filter language was unclear
When viewing the new Similarity Report experience, the small matches setting was in the include section, implying the expected behavior when selected would be that small matches were included in the report. This setting has been updated.
New Similarity Report experience - large amounts of data causes loading issues
When using the new Similarity Report experience, the report may fail to load if there is a very large amount of similarity data (e.g. a submission over 200 pages with several matches to different sources on each page). These reports will still load in the classic view.
503 error while grading
Instructors may intermittently receive a 503 error message when adding bubble comments or QuickMarks to submissions in Feedback Studio
This can sometimes result in the comment needing to be reapplied or rewritten
Descriptions are missing from QuickMarks in the viewer
When adding a QuickMark to a paper, currently, the description field is remaining blank
Instructors and Students will be unable to see any QuickMark description within a paper
Associated rubric criteria and bubble comments still remain visible
Large amounts of data causes loading issues in new Similarity Report experience
The new Similarity Report view may fail to load if there is a very large amount of similarity data (e.g., a submission over 200 pages with several matches to different sources on each page)
Flags not showing for new Similarity Report experience when opening report from Paper Lookup and Statistics
The Flags feature in the new Similarity Report is not displaying when opening the report from the Paper Lookup tool and the Statistics area of the administrator console.
Doc-to-doc comparison PDF download not available
The PDF download feature for the doc-to-doc comparison report is currently unavailable.
Missing QuickMarks and loading time
Some of our users are experiencing delays with loading QuickMark sets or have missing QuickMarks from sets in Feedback Studio.
QuickMarks may not appear when downloading a PDF of the current view of your feedback
Occasionally QuickMarks were not appearing in the PDF version of the Similarity Report when users downloaded the current view with the grading layer active.
Unable to comment on first QuickMark within the Turnitin Viewer
While grading a paper within the Turnitin Viewer, some accounts experienced issues viewing and commenting on their initial QuickMark.
Issue excluding Abstract and Method within the Similarity Report
When attempting to exclude Abstract and Methods from within the Similarity Report, there is currently an issue that is stopping the exclusion taking place after the option has been selected.
Highlight options for comments don't show correctly
When adding a comment in Turnitin Feedback Studio, you are able to select a highlight color to make comment groupings standout at a glance.
Some users had experienced these highlights not displaying as they would expect. Different browsers had presented the issue in different ways and some versions did not show it at all.
Modifying exclusion settings causes highlighting errors
After modifying exclusion settings in the Filters and Settings panel of Similarity Report, upon applying the changes highlights will correctly be displayed