We hope that your time using iThenticate is without any problems, but occasionally something might happen that you were not expecting. If your problem appears on the list, we're aware of the problem and currently looking into it.
Found something new? Get in touch with our support team at the Turnitin help center.
iThenticate 1.0 known issues as of: 13 February 2024
Error when accessing or modifying usage reports
Users may encounter ‘Server 500 error’ when accessing or modifying date range for usage reports.
We are working on resolving this issue.
Excluding a bibliography may not work as expected
On rare occasions, the mechanism to detect bibliographic material on a document does not always complete and can produce unexpected results when applying the bibliography exclusion filter.
Our product and development teams are investigating solutions to address the issue in future versions of the product.
Links to some matches are not working in the Text-only view when using 'Content Tracking' mode
When using Content Tracking mode in the Text-only view, some users have been unable to open the source.
An error message stating "Sorry, report is currently unavailable" is shown.
We are working on resolving this issue.
Line numbers impacting exclusions
If a user’s document contains line numbers then the bibliography and abstract/method and materials exclusion feature may not work as expected.
Workaround: Where possible, do not use line numbers in the documents you submit to iThenticate.
Citation exclusion
Citations are not excluded when the bibliography section is excluded.
iThenticate 2.0 known issues as of: 23 April 2025
PDF downloads of new Similarity Report view in Arabic may have errors
We are investigating an issue that causes formatting errors in the report PDF downloaded while using the new Similarity Report view in Arabic.
PDF downloads from the new Similarity Report view in Japanese may have errors
We are investigating an issue that causes formatting errors in the PDF of a Similarity Report downloaded while using the new Similarity Report view in Japanese.
Filename changes when downloading report from the new Similarity Report view
When a report is downloaded from within the new Similarity Report view, the PDF download name is the name of the file that was originally uploaded, rather than the custom name given when it was submitted to Turnitin.
Some migrated Similarity Reports may experience loading issues
Following migration to iThenticate 2.0, some migrated Similarity Reports may experience loading issues in the classic report view. Our engineers are investigating this issue.
User account activation error after migration
After following the steps to activate their account from the link sent to them in the invitation email, some users receive an error stating "The invitation link has expired. Please contact your system administrator. (Error code 1000)." This error occurs before the account activation link is expected to expire and resending the invitation does not seem to resolve the error.
Users might still display Pending status after accessing their account after migration
There is an issue where administrators may encounter some users displaying a status of Pending even though they have already accessed their account after migration to iThenticate 2.0.
Our engineers are investigating this issue.
iThenticate 2.0 migration users login issues
There is an issue where customers moving from Similarity to iThenticate 2.0 may face a problem of being unable to login fully to the product.
Our engineers are investigating this issue.
Workaround: This can be resolved by the admin changing the user role to Principal User instead of User.
Bibliography exclusions may not remove all highlighted text
There is an issue where our service is not excluding bibliography correctly, which is causing the Similarity Report to sometimes include some of the bibliography in similarity matching.
We are working on resolving this issue.
Workaround: Clear formatting and removing any numbering and then resubmit.