Troubleshooting

Start with the scan row's status message. It usually explains the problem in one line. If not, these are the most common causes.

Scan stuck in pending

Most likely cause: the queue is busy; your scan will start shortly.

If it sits in pending for more than a few minutes:

• Check the status page if your org has one.
• Try another scan — if that also pends indefinitely, open a support ticket.

Scan completed with zero issues (and you expected some)

• Authentication may have failed. The scanner was served a login page instead of your app. Verify cookies / form selectors / headers. See Authenticated scanning.
• The page is empty or a loading shell. If your app renders content after a JS fetch, the scanner may have captured the skeleton. Rendering waits are generous but not unlimited.
• Rule pack is too narrow. If you disabled Advanced rules or Needs review, you may have filtered out real issues.

Scan failed

Typical messages:

• Unable to reach URL — the scanner couldn't load the page. Check the URL, firewall rules, and that the host is public. For internal URLs, use the Chrome Toolkit.
• Authentication failed — credentials didn't work. Re-verify cookie values / form selectors / header syntax.
• Timeout — the page took too long to render. Usually indicates a heavy SPA. Try reducing JS work, or pre-warm the page so the second scan hits a warm cache.
• Rate limit — you've hit the host's rate limit (not ours). Space scans out or exclude the URL.

"Try it out" on a shared report doesn't work

Only scan creators and members of teams the scan is shared with can view reports. Ask the scan creator to share it with a team you belong to.

Chrome Toolkit panel doesn't appear

• DevTools must be open. The toolkit is a DevTools panel, not a popup.
• You may need to close and reopen DevTools after installing.
• Ensure you're on a Chromium-based browser (Chrome / Edge / Brave / Arc).

Element highlight doesn't line up with the page

The element-inspection overlay draws on the page snapshot, not the live page. If you've changed the page since the scan, re-run the scan to get a fresh snapshot.

Exports disabled

The export format may be locked to a higher plan tier. See Scan limits and Plans and pricing.

Still stuck?

• Check the reference pages for concept-level clarification.
• Open a support ticket from the in-app help menu — include the scan ID (visible in the URL on the report page).