Lecturer troubleshooting

ScholarScan settings are missing

• Confirm the site administrator enabled the ScholarScan plagiarism plugin.
• Confirm you have permission to enable plagiarism checking in the activity.
• Confirm the activity is a supported Moodle assignment workflow.

All reports remain Pending

• Confirm the ScholarScan API connection and token with the administrator.
• Confirm the ScholarScan queue worker is running.
• Confirm Moodle cron is running and the report synchronization task executes.
• Check whether the assignment is configured for a deployment-dependent due-date workflow instead of immediate processing.

Report exists in the portal but not Moodle

Moodle normally synchronizes statuses on its scheduled task. Ask an administrator to run Moodle cron or the Sync ScholarScan report statuses scheduled task, then purge Moodle caches if necessary.

Percentage appears beside files as well as in a column

Use current versions of both the main plagiarism plugin and report-column plugin. The main plugin should leave report links to the dedicated ScholarScan columns.

AI column is missing

• Confirm the optional assignsubmission_scholarscanai plugin is installed and enabled.
• Enable AI writing indicators in the assignment.
• Wait for a completed report and Moodle synchronization.

Report is 0% unexpectedly

• Check whether the relevant source type was enabled.
• Confirm reference files are active in the correct tenant.
• Review extracted word count and source availability.
• A genuine no-match result can also be 0%.

PDF has no extractable text

Image-only PDFs require OCR on the ScholarScan server. Ask the student for a searchable export if OCR fails or the scan quality is poor. Tables, handwriting, formulas, and low-resolution pages may reduce extraction accuracy.

Email was not sent

• Confirm Automatically email completed reports to students is enabled.
• Confirm the submission owner has a valid Moodle email and email is not stopped.
• Confirm the ScholarScan portal SMTP settings and reports queue.
• Check portal queue failures and mail logs; Moodle email settings do not control this message.

Escalating to an administrator

Provide the tenant, course, assignment, student ID, submission time, filename, ScholarScan status, attempt count, and exact error. Avoid including passwords, API tokens, or unnecessary student content.