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. |
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| 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. |