What factors are contributing to the increased error rate in Turnitin's Feedback Studio integration with Canvas LMS this quarter?

Introduction

The increased error rate in Turnitin's Feedback Studio integration with Canvas LMS this quarter is a critical issue that demands immediate attention. As we delve into this product execution problem, I'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a correlation with the academic calendar. Has this increase in error rate coincided with the start of a new semester or term?

Why it matters: Academic cycles often impact usage patterns and system load. Expected answer: Yes, it aligns with the start of the fall semester. Impact on approach: If confirmed, we'd focus on scalability and load handling.

• Considering the integration aspect, I'm curious about any recent updates. Have there been any changes to either Turnitin's Feedback Studio or Canvas LMS in the past quarter?

Why it matters: Recent changes often trigger unexpected issues in integrated systems. Expected answer: Turnitin rolled out a minor update two weeks before the error rate increase. Impact on approach: We'd prioritize investigating the impact of this update.

• Thinking about user segments, I'm wondering if this is affecting all users equally. Are we seeing a higher error rate for specific user roles (e.g., instructors vs. students) or types of assignments?

Why it matters: Identifying affected segments can narrow down potential causes. Expected answer: The error rate is significantly higher for large file submissions. Impact on approach: We'd focus on file handling and processing capabilities.

• Considering the nature of the errors, I'm curious about the specific error messages or types being reported. Can you provide more details on the most common error types we're seeing?

Why it matters: Different error types point to different root causes. Expected answer: Most errors are timeout-related. Impact on approach: We'd prioritize performance optimization and request handling.