The Technical Support team may ask you to provide information to facilitate further investigation into the behavior you are reporting.
You may also proactively provide this information when opening a ticket.
This article will guide you through where to find this information and how to send it to the team.
For Clarity assignments, you can quickly gather all the necessary diagnostic data directly from the Turnitin interface. This download automatically includes your class TRN, assignment TRN, and launch token.
- Open the affected assignment.
- Click the Help button located in the assignment interface.
- Click on Support Information.
- You can either click Copy to paste the information directly into your email reply to the Technical Support team, or click Download to save it as a file and attach it to your response.
Depending on the student's progress, you can retrieve a Composition ID (if they are currently writing) or a Submission ID (if they have already submitted).
Composition ID
- Once a student has started writing their assignment, a composition ID will be generated.
- Open the assignment and select the More icon next to the relevant student.
- Select Copy composition ID.
- Paste this into your response to the Technical Support team.
Submission ID
- Once a student has submitted their assignment, a submission ID will be generated.
- Open the assignment and select the More icon next to the relevant student.
- Select Copy submission ID.
- Paste this into your response to the Technical Support team.
Note: Because you are using a Clarity assignment, you should only need to manually pull a launch token if you receive an error during the launch of the assignment that prevents you from accessing the Help menu to use the Support Information button.
- Depending on your setup, you may be able to press Ctrl+Shift+? on your keyboard to automatically copy the token.
- If this doesn't work, please follow the steps below when using the Google Chrome browser:
- Right click in the Chrome browser window.
- Click Inspect to open the inspector window.
- Go to the Network tab.
- Launch the assignment or refresh the page.
- Click on Doc as a filter.
- Click on launch on the left sidebar.
- On the right, scroll to the Form Data under the Payload tab.
- Copy the id_token, which is a long string of letters and numbers.
- If your Turnitin assignment is set to launch in a new browser window, please ensure the following settings are enabled in your Chrome inspector tool:
- Settings > Preferences > Auto-open DevTools for popups
- Preserve log
- Paste this into your response to the Technical Support team.
In Google Chrome:
- Close all other browser tabs and windows.
- Open a clean, dedicated Incognito/Private window and navigate directly to the page where you are experiencing the issue.
- Click the three-dot menu in the upper right of Google Chrome.
- Navigate to More Tools > Developer Tools.
- Alternatively, you can press F12 on your keyboard. Please note that some organizations may disable this functionality.
- Click the Network tab in the diagnostic window.
- Click on the link/button/tab to have the problem page or action load in the main window.
- After the page loads, you should see some information and graphs in the diagnostic window.
- If the slowness was experienced during this page load, stop the recording and select the Export HAR (sanitized)... icon (downwards arrow) in the action bar at the top of the Network panel to save the HAR file.
- Before sending, please review the file content to ensure no sensitive personal information was inadvertently captured.