Scan failed or stuck
If a scan ends with Failed, gets stuck on In Progress for a long time, or never starts, work through these checks.
When a scan fails
A failed scan usually means the scanner couldn't reach your website or got an unexpected error. The most common causes:
Your website is down or unreachable. Open the URL in a browser to confirm it loads.
Your website returned a non-200 status. If the home page returns 4xx or 5xx, the scanner stops.
The scanner was blocked. Some firewalls or bot-protection rules block the scanner. See "The scanner is being blocked" below.
A network glitch. Rare, but it happens. Start a fresh scan and it usually works.
When a scan is stuck on "In progress"
A scan that's been running for a long time can be stuck. A small website normally finishes within a few minutes; a large site can take longer.
If a scan has been in progress for over 30 minutes:
Reload the Scanner page. The status updates automatically every few seconds.
If it's still stuck, cancel the scan and start a new one.
If the new scan is also stuck, contact support with the project name and approximate scan start time.
When a scan won't start at all
Click Start Scan and nothing happens? Check:
You're an Owner or Admin (Users can't start scans).
Your website has been verified. Unverified websites can't be scanned.
You haven't hit your plan's monthly scan limit. See Understanding usage.
The scanner is being blocked
If your website has bot-protection or rate-limiting (Cloudflare's bot fight mode, AWS WAF, Akamai, custom firewalls), it may block the One Privacy scanner.
Two ways to fix this:
Allowlist the scanner's user agent. The scanner identifies itself in the User-Agent header. Contact support and we'll share the current user agent string with you so you can allowlist it.
Allowlist by IP. If you prefer IP-based rules, contact us for the current IP range.
Scans only finding a few pages
The scanner follows internal links from your home page. If your scan only found a handful of pages:
Your website may rely on JavaScript-based navigation that the scanner doesn't follow. Make sure your important pages are linked from the home page or a sitemap with regular <a href> links.
A page may be excluded by your robots.txt. Check that the scanner isn't disallowed.
Your plan may have a per-scan page limit. Check the Max pages per scan card on your Usage page.