Occasionally, a Turnitin Similarity Report may get stuck in a Pending status within Moodle. When this happens, refreshing the submissions will usually prompt Moodle and Turnitin to sync up and generate the report.
Here's how you can resolve this and what to do if the problem persists:
Step 1: Refresh the submissions
You can manually prompt Moodle to check for the report by using the refresh feature.
Go to your Moodle assignment Settings.
Select the Turnitin plagiarism plugin settings.
Click on Refresh Submissions.
CRITICAL WARNING FOR GRADING: Do not click Refresh Submissions if you have manually entered grades directly into the Moodle Gradebook column (outside of Turnitin GradeMark). Refreshing will pull grades directly from Turnitin and overwrite your manual Moodle Gradebook scores. This action cannot be undone.
Step 2: Contact your Moodle Administrator
If refreshing the submission does not resolve the Pending status, the issue may require technical troubleshooting. Please contact your institution's Moodle Site Administrator.
Your administrator will need to check the API logs and the Errors tab located within the Turnitin plagiarism plugin settings to identify and resolve the block.
The Errors tab may provide useful information on whether there was an error identified with a submission that is pending and what the issue may be to help resolve it.
Step 3: Raising a Support Ticket
If your Moodle Administrator is unable to resolve the issue internally, they may need to raise a ticket with Turnitin Support. To ensure a quick and smooth investigation, please work with your administrator to gather the following information for the support ticket:
Moodle version (e.g., 4.1, 4.4)
Turnitin plagiarism plugin version
A copy of the API logs and any details from the Errors tab
Submission ID of a successful paper from the same assignment inbox
Submission ID(s) of the pending paper(s)
Screenshots of the pending status, error messages, or any other details that might help our team investigate