Troubleshooting scan errors – Level Access Help Center

Scans sometimes come across blockers that cause scan errors. A scan error means that your scan or a portion of your scan didn’t complete successfully. If your scan doesn’t complete successfully, the scan status will say Error or Completed with errors. You can find the reason for the scan error on the Scan results page.

Error message	Description	Troubleshooting steps
401 error	The scanning tool didn’t have the required basic authentication details to access the page.	Check if basic authentication details were included in the scan. If the scan didn’t have basic authentication details, add authentication details and run the scan again. If the scan had basic authentication details, double-check the username and password and run the scan again.
403 error	The scanning tool couldn’t access the page because the server won’t authorize access.	Check if the page has a protected header. If it does, add header details and run the scan again. Review the page's restrictions. If the restrictions block access to the page, have your IT team add the platform IP ranges to the allowlist. Check if the page is VPN-protected. You can't run a scan on a page protected by a VPN. To test this type of page, use our browser extension or developer tools.
404 error	The URL directed to a page that does not exist.	Check if the page is working or if it was removed. If you get this error while crawling a website, remove or update the link on your webpage.
500 series error	The scanning tool couldn’t access the page because of a server-side error or a server was taking too long to respond.	Check if the page has a protected header. If it does, add header details and run the scan again. Check the page's restrictions. If the restrictions block access to the page, have your IT team add the platform IP ranges to the allowlist. Check if the page is only available in certain regions. If that’s the case, perform local testing using one of the test automation packages. If none of the steps above resolve the issue, request support to see if there is a Level Access server issue and contact your IT team to see if there is a company-side server issue.
The audit on this page was aborted because it was taking too long to process, timeout 360000 or 240000 exceeded	The page didn’t load or reach a stable enough state for the scan to complete.	Check if the page has a protected header. If it does, add header details and run the scan again. Check the page's restrictions. If the restrictions block access to the page, have your IT team add the platform IP ranges to the allowlist. Check your internet connection. If it’s weak or unstable, restart or move closer to your router and run the scan again.
The Accessibility Audit couldn’t be completed due to the internal application error.	There was a glitch in the scanning tool.	Run the scan again. If the error keeps happening, request support or try again later.
There was an error attempting to load the page to be audited.	The scanning tool couldn’t access the page because the page didn’t load properly.	Check if the page requires secure web authentication details. If it does, add authentication details and run the scan again. If the scan had secure web authentication details, double-check the details and run the scan again. Check if the page has a protected header. If it does, add header details and run the scan again. Check the page's restrictions. If the restrictions block access to the page, have your IT team add the platform IP ranges to the allowlist. Check if the URL redirects to a different page. If it does, perform local testing using one of the test automation packages.
Net: ERR_NAME_NOT_RESOLVED at URL.	The scanning tool couldn’t find an IP address that matched the domain.	Check if the URL is correct. If the URL is correct, complete your computer’s internet troubleshooter (Network troubleshooter on Windows and Wireless Diagnostics on Mac). If the URL is incorrect, enter the correct URL and run the scan again.
Invalid content type	The scanning tool didn’t recognize the content type.	Check the content type. The scanning tools only recognize HTML. If the page uses text/CSS, scan a different website that uses HTML.
The resolved url of that page (URL) is duplicated in the scan.	The URL was already scanned in this audit. The scanning tools don’t scan duplicate pages in the same audit.	Check if any of the URLs redirect to a page that is already listed. If one does, don’t include that URL in future scans. If this error is in a monitoring scan, remove the link from the monitoring scan list.
The login success field could not be found, either it was wrong or the login failed	The scanning tool couldn't pass authentication and reach the page to scan.	Check if the error occurs for every page in the scan. If it does, confirm the authentication details and try again. If the scan was successful on at least one page and failed on other pages, your website may have a limit on concurrent logins. The scanning tools scan each page separately and use authentication details on each page. If your website has a limit on concurrent logins, check if you can disable the limitation for the user or have your IT team add the platform IP ranges to the allowlist. If you can't change the login limit, run single page scans for each page or use the browser extension.
429 Too Many Requests	Your website is rate-limiting the monitoring web crawler because the crawler is requesting too many pages in a short time frame.	If your website can handle the added load, ask your IT team to add the platform IP ranges to the allowlist for your rate-limiting mechanism or configure a custom request header to bypass the rate-limiting mechanism.

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