Student troubleshooting

Report says Pending

• Wait several minutes and reload the assignment.
• OCR documents and busy queues may take longer.
• Do not submit duplicates while processing is active.
• Contact the lecturer if it remains pending beyond the institution's normal processing time.

No percentage or report link

• Confirm the assignment was submitted, not only saved as a draft.
• Confirm the uploaded format is supported.
• Student access may be disabled for the assignment.
• Moodle may still be waiting for its ScholarScan synchronization task.

Report link opens an access error

• Sign in with the Moodle account that owns the submission.
• Do not use another student's copied link.
• Ask the lecturer to confirm Allow students to view Similarity Reports is enabled.

Wrong file or old result

• Confirm the filename in Moodle.
• Reload without using an old browser tab.
• Submit the corrected file if editing is allowed.
• Ask the lecturer to run a recheck if the latest report does not appear.

Needs resubmission

ScholarScan automatically retries failed processing according to the institution's policy. After the attempt limit, the file must be submitted again. Upload a fresh copy in Moodle or ask the lecturer to reopen the submission if editing is locked.

No report email

• Automatic email may not be enabled for the assignment.
• Check spam and junk folders.
• Verify the email in your Moodle profile.
• A Moodle profile with email notifications stopped will not be sent to ScholarScan for report delivery.

Similarity is unexpectedly zero

A zero score can be valid when no configured source matches. It can also occur when little text was extracted or the relevant source is not available to ScholarScan. Ask the lecturer to inspect the report and extraction result.

Getting help

When reporting a problem, provide the course, assignment, submission time, filename, and visible ScholarScan status. Do not email your password or API credentials.