Troubleshooting Similarity Report loading delays and errors

Sometimes a submission never finishes processing, a report doesn’t load, or Turnitin displays an error message when you try to access the report. This guide describes various reasons why a Similarity Report may not load and next steps to help you access the report.

System requirements

Ensure you are using a supported operating system and browser while using Turnitin. To learn more, see our system requirements.

File requirements

Ensure the submission meets our file requirements for successfully generating a Similarity Report.

Error messages

The M14:11 error code is usually accompanied by the message “Your Session Has Expired. This paper is not available.”

Alternatively, the Similarity Report may appear to load but displays the message “Oops! There was an issue loading your Similarity Report. Please check again later.”

Often the reason a Similarity Report is not loading is because of excessive processing times caused by an issue with the uploaded file. Common issues include:

• Files containing dense vector images: This can cause the file to take too long, or fail, to process. Replace any vector images (AI, EPS, WMF, and PICT) in the file with raster images (jpg/jpeg, psd, png, tiff, bmp and gif) and try submitting again.
• The first page includes an image and no text: This can cause the file to fail to process, which makes the report inaccessible. Modify the first page of the file to include text and try submitting again.
• PDF from a third-party PDF converter: Use trusted sources such as Adobe, MSOffice365, or Google Docs for PDF creation.
• The file is password protected: Remove password protection and resubmit the file.
• Unsupported file type: If the file type matches one listed below, convert the file to a PDF and resubmit.
  • Microsoft® Works (.wps) files
  • Microsoft Word 2007 macros-enabled (.docm) files
  • Document (.doc) files created using OpenOffice
  • OpenOffice Text (.odt) files downloaded from Google Docs
  • Spreadsheets with filename other than .xls, .xlsx, or .csv (such as .ods)
• The Similarity Report belongs to a class that expired more than 180 days ago: Turnitin is contractually obligated to make reasonable attempts to store submissions for 180 days after the class end date. Although Turnitin attempts to keep submissions accessible for users, there are cases where the submissions may be removed from the database. Some reasons for the removal may include account administrator requests, overwrites due to resubmissions, and data maintenance on behalf of Turnitin.
• If none of the above applies: Try converting the file to a PDF using a trusted source such as Adobe, MSOffice 365, or Google Docs, and submit again.

If you continue to experience issues after exploring the solutions in this guide and need assistance, please raise a ticket with support .