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Quickmarks disappearing

Has anyone using BB Ultra LTi 1.3 integration experienced tutors complaining of Quickmarks disappearing? If so, any clue as to what the problem might be?

16 replies

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    • Senior Teaching & Learning Innovations Specialist
    • Karen_Turnitin
    • 10 mths ago
    • Reported - view

    Hi LauraDean

    I'm working with the integrations team to try to get you an answer. Have you submitted a ticket for this?

      • LauraDean
      • 9 mths ago
      • Reported - view

      Karen Smith Hello Karen, Thank you for responding, yes I have but they cannot seem to be able to solve. I do appreciate these things can be difficult to replicate, especially when they are intermittent.

      • Senior Teaching & Learning Innovations Specialist
      • Karen_Turnitin
      • 9 mths ago
      • Reported - view

      LauraDean Hi Laura - ok, a couple of different things might be happening. Apparently there is a known issue for this and they recommend that you raise a support ticket, which you seem to have already done. Do you have a reference # you can share?

      Another suggestion that came up is that sometimes with shared QuickMarks, if others are editing the QuickMarks set, they may still appear on past documents, but not in the QuickMark set itself. It does sound as if you might be experiencing the first issue. 

      Best of luck to you in getting this resolved quickly.

      • LauraDean
      • 9 mths ago
      • Reported - view

      Karen Smith  Hello Karen, the most recent one was users error where the tutor had been looking at he wrong inbox (the student had submitted to two different assignemnts, which didn't help). On previous instances the tutors have been unable to wait for the problem to be resolved and have had to just go ahead and re-do their feedback and grading, so evidence is then destroyed and difficult to solve.

    • Tim_Guyett
    • 9 mths ago
    • Reported - view

    Hi LauraDean 

    Yes, we have tutors complaining of Quickmarks disappearing. I have opened a support ticket #22297134.

    This is a frustrating and time consuming issue for tutors, as they are ending their session, then re-opening papers to try to overcome the problem. Sometimes they are able to see the Quickmarks on relaunching, only for them to disappear again after a seemingly random period of time.

    A tutor found this article on Reddit which is 5 months old: Is anyone else having their quickmarks disappear in the feedback studio (Turnitin) : r/Professors (reddit.com)

    It mentions that there is a known issue article for this, but when I had previously searched Integrations Known Issues (turnitin.com), I did not see anything that matched. However, I have checked the resolved issues now and can see the following description marked as fixed:

    "QuickMark Manager not loading large amounts of QM sets for some global users: Some users with a large amount of QuickMark sets experienced difficulty loading their sets in the new QuickMark Manager. This issue has been resolved. The new QM Manager has been restored for all global accounts."

    A tutor was experiencing the disappearing quickmarks issue yesterday. If this known issue also includes the behaviour where quickmarks will load, but then disappear, then it is not fixed. If it is a separate issue, then there does not seem to be a known issue listed for it. From the Reddit post it looks like the problem has been around for at least 5 months.

    We have tried the usual low level remedies without success: clearing cache and cookies, different browsers, etc. Seeing the title of the known issue, I will suggest a clear out of any quickmarks that are no longer in use, but we would expect it to just work as it use to.

      • LauraDean
      • 9 mths ago
      • Reported - view

      Tim Guyett Not great is it!? 5 months is way too long. Glad I am not alone. We also have a problem now with the QuickMark description missing from everywhere - on the page once selected, from the manager, and from the right-hand side panel - this make them unusable if you cannot see the blurb. Ticket raised for this (22296213) which has been attached to the 'ongoing bug'.  I fear this will disappear down a blackhole, much like other issues that don't get fixed. Also (but only once up to now) audio feedback recently disappeared from half a dozen papers. Support has been rather disappointing of late.............. I despair

      • Peter_Concannon
      • 9 mths ago
      • Reported - view

      LauraDean Yes; I have had ongoing problems since Fall 2023.  At first, numerous of my QuickMarks in a set would not show up at all, and I was typing repetitious comments due to that problem.  That took numerous emails and weeks to resolve (and not fully resolved, even now, but I can get by).  Now, this semester, I can see most of my QMs, but I cannot see their text when I add one to a paper, and cannot see the text in the manager.  So, I cannot check to see if they are exactly what I want to say as assignments, submissions, and my needs evolve. I cannot check to see if links to extra help that I include in the QMs are still active, and I am not sure if my students can see the text of the QMs.  My impression is that Turnitin QMs are becoming increasingly buggy, that a proper fix has not been implemented, and that the tech support people are overwhelmed due to understaffing.  Perhaps all TII's resources are going to the AI detection, a badly needed capability, but Feedback Studio is now frail and and decreasingly useful.

      • LauraDean
      • 9 mths ago
      • Reported - view

      Peter Concannon Agree totally, support has been terribly slow of late and our academics are getting quite miffed - they have marking to do and this is holding them up

      • Senior Teaching & Learning Innovations Specialist
      • Karen_Turnitin
      • 9 mths ago
      • Reported - view

      Peter Concannon I have checked with our product managers and this is a known issue and a fix is due to be released very soon. I hope this will resolve the issue for you.

      • Peter_Concannon
      • 9 mths ago
      • Reported - view

      Karen Smith thanks so much. I appreciate the attention. Whatever has been going on with GradeMark this academic year, it appears the system is getting rickety. 

      • Senior Teaching & Learning Innovations Specialist
      • Karen_Turnitin
      • 9 mths ago
      • Reported - view

      Peter Concannon You're welcome. The update should happen this week 🤞

      • LauraDean
      • 9 mths ago
      • Reported - view

      Karen Smith That's good news. Thanks for coming back to us. I agree with Peter Concannon that the system is getting rather rickety. I've never had so many tickets on the go 😢

    • Justin_Medved
    • 3 wk ago
    • Reported - view

    This just happend to one of my teachers. Is this still happening for others?

      • Senior Teaching & Learning Innovations Specialist
      • Karen_Turnitin
      • 3 wk ago
      • Reported - view

       Unfortunately the answer is yes, and we are aware of an issue in Feedback Studio that is affecting the visibility of QuickMarks. This issue is a high priority for us, and our team is actively working on a resolution. We expect to release a fix within the next week. For updates, please check our release notes page regularly.

      • Andrew_Jaffrey
      • 3 wk ago
      • Reported - view

       thank you for this update. I am the administrator for a Turnitin account and have 3 users reporting this issue in recent days. It's baffling because we can export the QMs and the descriptions are there but in Feedback Studio only the titles are visible. If I import the same QMs to my own account. I can get the descriptions to display sometimes.

      Our impacted academic colleagues are quite rightly angry at this issue in peak marking periods. 

      • Senior Teaching & Learning Innovations Specialist
      • Karen_Turnitin
      • 3 wk ago
      • Reported - view

       Completely understand. I was told yesterday afternoon that it has been fixed. I've been waiting on the official word before posting here, but someone in another post said it was fixed for them so give it another try? 

Content aside

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