Scan Issues
What to do if your scan isn't completing, your score seems wrong, or results look unexpected.
Scan is stuck or not completing
Scans take a few minutes, scaling with how many pages your plan covers — a 10-page Inspector scan finishes far sooner than a 5,000-page Guardian scan. A scan isn't considered stuck until it has shown no progress for 30 minutes.
What to do:
Refresh the page — the scan status may have already resolved
If it's genuinely stalled, wait it out — Cassian™ detects scans with no heartbeat for 30 minutes and a cleanup sweep runs every 10 minutes, so a stuck scan is cleared automatically within about 40 minutes at worst
Once cleared, trigger a new scan from Sites → your store
Triggering an on-demand scan requires a paid plan, an organisation admin role, current billing, and no scan already running for that site.
If scans consistently fail to complete, contact us with your store URL.
My score dropped significantly and I didn't change anything
Cassian AI™ continuously improves its analysis. A score drop without store changes usually means one of:
- New pages were added to your sitemap or linked from existing pages, and Cassian found issues on them
- Cassian's analysis detected an issue that existed before but wasn't caught in previous scans
- A time-sensitive issue emerged — for example, an SSL certificate approaching expiry
What to do: Go to Issues and filter by "New" to see what appeared since your last scan. Check the date each issue was first detected.
Cassian only scanned a few pages — my store has thousands
Page limits apply by tier:
| Plan | Pages per scan |
|---|---|
| Inspector | 10 |
| Analyst | 500 |
| Protector | 2,000 |
| Guardian | 5,000 |
| Prime | 999,999 (effectively unlimited) |
| Enterprise | 999,999 (effectively unlimited) |
| Agency | Per-site, based on each site's assigned tier |
Your homepage always consumes one slot — on Inspector, that's the homepage plus 9 more pages.
Cassian doesn't have your traffic data, so within each limit it prioritises your sitemap plus the paths that matter most on any store: the homepage, cart, checkout, collection pages, policy pages, and your first product pages.
Upgrade your plan for deeper crawl coverage. See Plans & Pricing.
I see an amber "degraded scan" warning
This means one or more checks couldn't fully complete during this scan. Common causes:
- A temporary AI processing failure — self-resolving; the next scheduled scan runs in full
- Crawl budget exhausted — very large or slow stores can use up the scan's crawl allowance
- Bot blocking — your store (or its firewall/CDN) returned 403s or blocked Cassian's crawler
- Degraded page discovery — Cassian couldn't find enough pages to meet its coverage floor
The score shown is based on the checks that did complete. Scheduled scans run at your plan's cadence — weekly on Inspector, twice weekly on Analyst, daily on Protector and Guardian, continuously on Prime and Enterprise — or trigger a manual scan for fresh results sooner.
If your store actively blocks bots, degraded scans will recur rather than self-resolve — see the section below on password-protected and bot-blocked storefronts.
My storefront is password-protected or blocks bots
If your storefront returns a password page, a 403, or a firewall challenge, Cassian's crawler can't see your pages the way a visitor would.
With a platform connection (Shopify, WooCommerce, BigCommerce, or Wix), Cassian falls back to your catalogue data from the platform's API — building its analysis from the product and content data your platform reports rather than the rendered pages. You keep meaningful coverage, though checks that depend on the rendered storefront (layout, theme, and page-level technical checks) are limited.
Without a connection, scans will fail or come back degraded. Options: allowlist Cassian's crawler in your firewall/CDN, remove the password protection, or connect your platform so the fallback can work.
Platform Consistency score is 0 or missing
Platform Consistency runs on Analyst and above — it's excluded from the score on Inspector.
Homepage and generic page checks always run. Comparing product and CMS pages against your backend needs a connected platform with a matching backend record for each page — pages Cassian can't match to a backend record aren't compared.
What to do: connect your platform — for Shopify, install the Cassian app from the Shopify App Store; for WooCommerce and BigCommerce, go to Sites → your store and connect there. Once connected, the next scan includes full Platform Consistency data.
Translation Quality is 0 or greyed out
Translation Quality requires two things: your store configured as multilingual, and an Analyst plan or above.
What to do:
Go to Sites → your store → Setup → Language
Confirm Has translations is toggled ON
Add your translation languages if not already set
Trigger a new scan
If your store is monolingual, Translation Quality is intentionally excluded from your Cassian Score™ — it doesn't count against you.
My score is different from what I expected
The Cassian Score™ is a weighted composite of five categories:
| Category | Weight |
|---|---|
| Technical Health | 30% |
| Content Quality | 25% |
| Translation Quality | 20% |
| Platform Consistency | 15% |
| LLM Readiness | 10% |
When a category doesn't apply to your store (monolingual → no Translation; Inspector or no connector → no Platform Consistency), its weight is redistributed across the remaining categories — an excluded category never counts against you.
What to do: Go to Issues and use the category filters to explore each layer's contribution. The score breakdown on your dashboard shows each category's individual score — often the fastest way to see what's pulling the overall score down.
Frequently asked questions
Can I cancel a scan in progress?
No. Scans run to completion. Results stream in live as each page completes, so there's usually no need to cancel.
Why do some scans take longer than others?
Larger stores with more pages take more time. Pages with complex JavaScript that require full rendering also take longer to process. Prime and Enterprise stores with very large catalogues may take considerably longer.
Are scan results permanent?
Scan history — scores, dates, summaries — is kept indefinitely. Detail retention varies: page screenshots are kept 7 days on Inspector and Analyst, 30 on Protector, 90 on Guardian, and 365 on Prime and Enterprise; content check details are kept 90 days; resolved issues are archived after 180 days.
I triggered a manual scan but my score didn't change — is that normal?
Yes, if nothing on your store changed. Your score reflects the actual state of your store. If you've made fixes since the last scan, trigger a new scan to see the updated score.
The scan shows issues on pages that I've already fixed — why?
Cassian reports on what it found at the time of the scan. Fix the issue, then trigger a new scan — the issue will be marked as resolved once Cassian can confirm it's gone.