When attempting to view a submitted paper in Turnitin, you may encounter the following error message:
Error message: Loading Error this paper is not available M14:11
This error typically occurs due to document formatting issues, processing failures, or submission availability. Select the scenario below that best matches your situation to resolve the issue:
This is the most common cause. A submission may fail to process if it contains unsupported formatting or complex elements (such as high-density vector images) that cause processing times to exceed system limits.
How to resolve:
- Replace vector images: Convert any vector graphics or dense diagrams within the document into raster images (e.g., PNG or JPEG format) to reduce rendering time.
- Convert and resubmit: Save the file in a different supported format—for example, convert a PowerPoint (PPTX) or Word (DOCX) document to a PDF—and resubmit the file.
Note for instructors: If the assignment due date has passed or student resubmissions are disabled, an instructor can submit the updated file on the student's behalf or delete the failed submission from the assignment inbox to allow a new attempt.
If an exclamation mark (!) icon is displayed next to the paper in the Turnitin assignment inbox, the submission attempt stalled during transmission.
How to resolve:
Instructors should click directly on the exclamation mark icon to force Turnitin to reprocess the paper. In most cases, this will clear the error and generate the report. If reprocessing fails, please submit a Support ticket for further investigation.
If the paper was previously viewable or deleted and cannot be opened using the steps above, the file may need to be restored from our database.
How to resolve:
Please raise a Support ticket so our team can attempt to recover the submission file.