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: 1 October 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: 1 October 2024
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 iTh 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 does not remove all highlighted text
There is an issue where our service is not excluding bibliography correctly, it will exclude some of the bibliography but not all of it
We are working on resolving this issue.
Workaround: Clear formatting and removing any numbering and then resubmit