Reviewing Failed Scans

This article reviews a few steps you can take to address failed scans.

Identify Reason for Failure ⫘

1. Identify a failed scan from the Websites or Servers view with the Timeline column, which will contain a red dot, and the Status column, which will contain a warning symbol.

Asset Timeline and Status

2. Select the asset using the arrow at the left of the row, choose the History tab, and then select the Scan Log wherein the scan failed. A red dot displays next to the date of the failed scan.

Asset History

3. Within the Scan Log, locate the timestamp with a red dot and description of the failure, and then follow the recommended troubleshooting steps for the failure.

Scan Log

Examples of Failure Reasons ⫘

The following are examples of failure reasons you may encounter. Select an entry to jump to the recommended troubleshooting steps.

• Host does not appear to be online.
• Asset is currently offline and unreachable.
• The scan was forcibly stopped due to unexpectedly long response times.
• Scan aborted prior to start. Edge service was not connected.
• Unable to resolve (web app URL).
• The Web Server at (URL) is not responding.
• External Connector: Unable to retrieve status.
• External Connector: Unexpected error.
• Termination requested.
• The allocated number of scanned assets was reached for the organization.
• Scan aborted, kill time reached.
• The emergency stop is activated.
• Scan cancelled by kill switch.

Take Recommended Troubleshooting Steps ⫘

Failure Reasons	Troubleshooting Steps
Host does not appear to be online. Asset is currently offline and unreachable. The scan was forcibly stopped due to unexpectedly long response times.	Ensure you don't have a firewall rule that is blocking connectivity from the Edge Service to the host. Search in your firewall logs to look for the ES's internal IP or our public IP range documented here to find out what could be blocking it. Verify host was online during the time of the scan. Launch an On Demand scan of the target at a time that the host is confirmed to be online.
Scan aborted prior to start. Edge service was not connected.	Confirm that the Edge Service is showing as Connected. If showing as Connected, relaunch scan. If Edge Service is showing as Not Connected, review Addressing Edge Service Connectivity Issues to further investigate.
Unable to resolve (web app URL). The Web Server at (URL) is not responding.	Verify that the domain is resolvable through the selected Edge Service. Confirm that the web server is up and launch an On Demand scan to confirm.
External Connector: Unable to retrieve status. External Connector: Unexpected error.	Navigate to Settings > System Settings > Connectors and view Connector Status. Contact us to request help and include Connector Name, Status, and IP.
Termination requested.	Relaunch scan as needed. Review Activity Log to determine who requested the termination.
The allocated number of scanned assets was reached for the organization.	Select the account circle at the top right and choose About. The Assets scanned entry displays the number of assets scanned of the total amount allocated. If you have used 100% of your scans, contact your Customer Success Manager to further discuss.
Scan aborted, kill time reached.	Review scan schedule of affected asset to see what the kill time is set to. Adjust kill time and re-run scan if needed.
The emergency stop is activated. Scan cancelled by kill switch.	Select the account circle at the top right to verify if Emergency Stop is on or off. If it is on, deactivate and run On Demand scans as needed. Tip: Search for "U001" in the Activity Log to review the user that activated Emergency Stop and the date it was activated.

Contact Us if Suggested Solutions Do Not Resolve the Scan Failing ⫘

1. Copy the Scan ID from the Scan Log.

Copy Scan ID

2. Contact us and provide the Scan ID and what troubleshooting steps you have taken so that we can further assist.