Unicheck giving errors on some submissions but not others

[EvanDonovan]

Some assignment submissions are getting a black exclamation mark error in Unicheck instead of a plagiarism score. When we click on the exclamation mark, it says "Cloud storage file download failed"

They suggested that we try disabling Unicheck for the assignments, saving, then re-enabling and saving. So we did that.

This change resolved the issue on one assignment in one course, but not on another assignment in a different course.

We've filed  tickets with both Unicheck and Canvas, including more specific details about the courses and students for debugging purposes, but I wanted to ask here as well.

Is there any kind of configuration within Canvas that I should be looking at? I checked the External Apps page under Settings (accounts/1/settings/configurations), but it didn't look like Unicheck has any configuration settings I can change. (Note that we only have one account.)

[kontrse]

I am experiencing this on almost all my Unicheck assignments with no pattern that we can detect. Times of submission are different. I had one assignment tonight with 12 submissions, Unicheck ran 5 of them and produced the black exclamation mark on the others. This is a bigger admin problem than it seems because there is no way to go in and "force" the submissions through Unicheck en masse. You have to go into the speedgrader and resubmit to Unicheck to see if it takes.

[joel_taylor]

I have this issue, too. It is interesting that this is currently happening (not months/years old) and for a few people. @Alisia_Brin, could there be a deeper issue here? Maybe some backend bugs?

I have been trying to Resubmit to Unicheck, but I am getting inconsistent results. Sometimes, it works and produces a similarity score - but it takes a while.

[sage_freeman]

It looks like Unicheck is showing recent outage issues with their servers. https://status.unicheck.com/history

[EvanDonovan]

Hello all,

Thanks for confirming that this is not just an issue we are experiencing. It does seem to be something that only started to be an issue recently. It also seems that a resubmission works sometimes, but not consistently.

I provided Unicheck a lot of data on individual submissions that had issues, so they are going to get back to me on those. If it's something I can share publicly, I will let you all know what they say in response.

[thovey · Accepted solution]

@EvanDonovan 

I looked into this and it seems this is something that would need to be looked at on the Unicheck side of things. If for any reason they are unable to resolve the issue please reach out to Canvas support with your case number provided by Unicheck so we can escalate this and look into this further for you.