Troubleshoot failed scans

Use this guide when a scan does not complete successfully or stays in Queued longer than expected. A failed scan means the scan request was accepted but execution did not finish successfully. That is different from a scan that completed with few or no findings.

Scan states (customer-visible)

See Understand scan states for the full lifecycle overview.

Step 1: confirm the asset is eligible

Before retrying, confirm:

• the asset has not been removed from the workspace
• the asset status is Active
• for Owned assets, DNS ownership verification is complete
• your role allows scan actions (Analyst or above for manual scans)

If any of these are wrong, fix the asset state first. The product may show:

• This asset is no longer available for scanning.
• This asset must be active before scanning.
• Complete domain ownership verification before scanning this asset.

See Domain states for detail.

Step 2: check plan limits

Your workspace plan includes monthly scan allowances and asset limits. If you have reached a limit, new scans may be blocked or delayed until the allowance resets or your plan changes. See Plans and limits.

Step 3: rule out transient issues

Common safe causes of failure or delay include:

• temporary network or timeout conditions on the target domain
• DNS or hosting changes during the scan window
• a short processing delay between Queued and In progress

Refresh the asset page once and check the latest scan status before retrying repeatedly.

Step 4: retry when appropriate

Retry a failed scan when:

• the asset is eligible and within plan limits
• the failure looked temporary (timeout or brief unavailability)
• you have fixed DNS, verification, or hosting issues since the last attempt

Avoid repeated retries if the same validation message keeps appearing.

Completed scans with no findings

A Completed scan with no or few findings is not the same as Failed. Some clean or minimally exposed assets produce fewer findings. Open Findings and report views to confirm results.

When to contact support

Contact support when:

• eligible assets fail repeatedly with no clear cause
• verification appears correct but scans stay blocked
• you suspect a product issue rather than asset configuration

Safe information to share:

• workspace name (not credentials)
• asset hostname
• approximate time of the failed scan
• the customer-visible scan state and any message shown in the product

Do not share passwords, API keys, verification tokens, or other secrets in support requests.

Owners and Admins can grant scoped, time-limited support access when deeper review is needed. See Support access controls.

Related documentation

• Understand scan states
• Domain states
• Run your first scan