[ARCHIVED] Turnitin Submissions not appearing in SpeedGrader on Canvas

[SGarcka]

Hi there,

We have some issues with students submissions appearing in the Turnitin Inbox, but not appearing in SpeedGrader. Seems to be affecting some of the "extended deadline" assignments, which was held at the beginning of May, for around 57 students. 

I have raised the issue with Turnitin Support, who passed it over to their technical team. I wondered if anyone else had similar issues recently? And if so, were there any resolutions you found worked?

Thank you,

[Maryna_Dibrova · Accepted solution]

Hi @SGarcka,

It’s Maryna, Community Manager from Turnitin. I am sorry for taking so much time to get back to you. Did you manage to fix the issue described? 

If you have any other Turnitin-related questions, please visit our new help center: https://supportcenter.turnitin.com/s/ or email us at tiisupport@turnitin.com.

Our team will be glad to assist you.

[SGarcka · Accepted solution]

Hi Maryna,

Thank you for your message.

There hasn't been a fix, or reason provided as to why this has happened. For context, we contacted Canvas directly at first, and they mentioned that everything on their side was ok, but it looked like the submissions through Turnitin were almost in a "Held" status, thus not appearing on SpeedGrader.

Your support email address you provided - We did email directly, and though received a response to say it was being escalated, it was almost a week before we heard anything else. Even then, the person we spoke to had to escalate it again. 

Too much time had passed for us to wait any longer, so our team had to manually pull out the submissions and send them out to tutors individually to mark. Bad timing resulted in the next day, Turnitin messaging us to say they could try pushing them through again, but this would wipe all grades, which by this point, we couldn't accept.

I fully understand and appreciate the high level of enquiries you must have been receiving, however to wait a week without a resolution (and technically still without a resolution!) is a little disappointing. It feels as though pushing through the submissions again could have been suggested earlier on, thus saving time on both ends.

Thanks anyway for checking in Maryna.

Sarah

[nwilson7]

@SGarcka Not sure if this is your situation but your "extended deadline" made me think of a situation we had where Turnitin uses a set time for courses and if the instructor copied a previous course, got in before the semester and started configuring, or this an longer course, the course in the Turnitin system may be expired.  Someone needs to go in and reactive the course so it can pass info back to Canvas again.  We had this happen where faculty started getting course material ready "too soon" and then Turnitin expired the course and it broke the link.  We logged into Turnitin and changed the date of the course and then we were back in business.

Maybe this helps???

-Nick

[SGarcka]

Hi Nick,

Thank you for your suggestion. Though it wasn't the cause of our issue, I'll certainly keep a note of this in the future!

Thanks again,

Sarah

[Maryna_Dibrova · Accepted solution]

Hi @SGarcka,

It’s Maryna, Community Manager from Turnitin. I am sorry for taking so much time to get back to you. Did you manage to fix the issue described? 

If you have any other Turnitin-related questions, please visit our new help center: https://supportcenter.turnitin.com/s/ or email us at tiisupport@turnitin.com.

Our team will be glad to assist you.

[SGarcka · Accepted solution]

Hi Maryna,

Thank you for your message.

There hasn't been a fix, or reason provided as to why this has happened. For context, we contacted Canvas directly at first, and they mentioned that everything on their side was ok, but it looked like the submissions through Turnitin were almost in a "Held" status, thus not appearing on SpeedGrader.

Your support email address you provided - We did email directly, and though received a response to say it was being escalated, it was almost a week before we heard anything else. Even then, the person we spoke to had to escalate it again. 

Too much time had passed for us to wait any longer, so our team had to manually pull out the submissions and send them out to tutors individually to mark. Bad timing resulted in the next day, Turnitin messaging us to say they could try pushing them through again, but this would wipe all grades, which by this point, we couldn't accept.

I fully understand and appreciate the high level of enquiries you must have been receiving, however to wait a week without a resolution (and technically still without a resolution!) is a little disappointing. It feels as though pushing through the submissions again could have been suggested earlier on, thus saving time on both ends.

Thanks anyway for checking in Maryna.

Sarah

[mariac]

Hi! We are having the same problem. Have you found any solution? TIA!

[MicahS7]

This issue has popped up a couple of times for my users.

My search found this "known issue" posted a couple of years ago at Florida State: https://support.canvas.fsu.edu/kb/article/992-known-issue-turnitin-lti-submission-not-appearing-in-s...

It seems like they identified the behavior that produces this issue but the solution is basically change everyone's behavior; not a useful, long-term solution.

[nwilson7]

Ironically as I posted a potential solution that now I have a faculty member that this is happening apparently a lot too.  The Gradebook also does not reflect any sort of submission so she had no idea student were even submitting assignments.

[Chris_Hofer]

@nwilson7 ...

One of our faculty was recently experiencing issues with our Turnitin LTI integration, too.  For half of the students in her course, she could not see the submission showing up in SpeedGrader even though it was submitted in Turnitin.  I checked with @dhulsey, and he told me that he recently learned Turnitin has been having an issue with this, and they've been trying to find a solution.  I don't know any other details than that, unfortunately.  Hopefully the folks at Turnitin will get this resolved for people soon.

[Maryna_Dibrova · Accepted solution]

Hello everyone,

I am very sorry that you and your colleagues faced this issue. I do understand your frustration and eagerness to assist your faculty, instructors, and students. Likewise, we are always doing our best to help you and our other users as soon as possible. 

Please don’t hesitate to get in touch with me or our Support Team whenever you have any questions or issues. We investigate each case individually for us to be able to assist every user and institution.

If you still face any issues, please share more information on the case with our team tiisupport@turnitin.com. Your assistance and additional information are always highly appreciated!  

Best regards, 
Maryna Dibrova