Troubleshooting Scout

1. Wait a few minutes and refresh the page's scan history.
2. Check whether Scan All or another scan is already active for the page.
3. Confirm the page is still active and monitoring is not on hold.
4. Check account settings for exhausted credits or a billing hold.

Scout does not start parallel manual jobs for the same page. Choosing Scan Now while a manual job is already active returns you to that existing job.

Scout marks scans that exceed the worker's allowed runtime as failed so later queued scans can continue.

Expand the result and read its error or incomplete-review message. A partial scan can still contain useful screenshots, link results, or performance signals from the stages that completed. If the result says the failure is retryable, a single retry is reasonable.

• Open the page in a private browser window to confirm it is publicly reachable.
• Retry once after temporary hosting, network, or third-party problems have cleared.
• Do not repeatedly retry a page that consistently blocks automated browsers.

Scout scans public HTTP or HTTPS pages. Login walls, private networks, unsupported TLS, blocked browser traffic, region restrictions, and bot challenges can prevent access.

Scout blocks browser WebSocket connections during scans to prevent scanned pages from reaching private services. Pages that depend on WebSockets for essential content may appear incomplete in screenshots or findings.

Pages added to a site must use that site's original domain. If the content lives on a subdomain or another hostname, add it as a separate Scout site instead.

• Confirm you are viewing the correct page, scan date, and device.
• Check whether the scan was optimized, deferred, partial, or height-limited. An optimized scan skips the standard deep review when the page matches its baseline, but still checks applicable custom rules.
• Expand Suppressed findings and review the site's active suppression rules.
• Remember that fixed and dismissed findings are no longer counted as active issues.
• Run a new scan after confirming the page has changed.
• Add a narrow custom rule if the requirement is unique to your organization.

Credits

Open System Settings and review credits used, credits remaining, projected scheduled usage, the current period end, and any monitoring hold. Both-device scans use two credits per page, and credits reserved for partial or failed attempts still count.

Paid-plan units reset at the displayed subscription period. The Free plan's 10-unit, 30-day trial bucket does not renew. If a scheduled occurrence is skipped for insufficient credits, Scout advances past that occurrence and keeps the schedule for future eligible slots.

Notifications

Confirm the destination is enabled, included by the page's effective notification mode, and able to receive a test. Check that Instant alerts or Daily digest is enabled in System Settings. Daily digests use account-level recipients only. For Slack, confirm the workspace is connected and Scout is invited to private channels.

If the problem continues, use the Scout contact form. Include the site URL, page URL, scan ID when available, approximate scan time, observed status, and what you expected to happen. Do not send passwords, private keys, or billing card details.