If a scan fails or pages are missing, find the message shown for the affected page. The examples below illustrate what could cause each symptom; check the actual response or scan details before making a change.
Sign in to your UserWay Accessibility Monitor account at https://scan.userway.org/login.
Open the affected scan and record the exact message, page URL, and scan time.
Open the URL in a browser and check whether it loads the intended page, redirects, or displays a security challenge.
Follow the matching checks below, then retry after correcting an identified issue.
1. Invalid, missing, or empty Content-Type
This section groups ERROR_SCAN_INVALID_CONTENT_TYPE
ERROR_SCAN_MISSING_CONTENT_TYPE
ERROR_SCAN_EMPTY_CONTENT_TYPE.
Item | Details |
Dashboard / Log Message | The response type is unsupported, the Content-Type header is missing, or its value is empty. |
Possible cause and example | The scanner expects standard web pages (HTML). If a product link triggers an automatic file download (like a PDF or ZIP file), or if a cloud proxy forwards the page without telling the browser what kind of file it is, the scanner cannot read the page. |
What to check | Ask your website team to check the URL response and verify that the page delivers standard HTML with the header set to text/html. |
Next action | Correct the server response configuration and retry the scan. |
2. Unable to scan or incomplete page result
Item | Details |
Dashboard / Log Message | "Unable to scan this page at this time," or an incomplete result. |
Possible cause and example | The page's main content may not finish loading. For example, if a marketing tracker script or an interactive product slider freezes while the page is opening, the scanner's browser stops waiting before it can check the content. |
What to check | Open the page in your browser and check if all text and images load smoothly, or if loading spinners stay on the screen indefinitely. |
Next action | Ask your web developers to fix any broken scripts or stuck loading animations and retry. An incomplete result alone does not mean the scanner crashed. |
3. IP blocking and WAF challenges / HTTP 403 Forbidden
Item | Details |
Dashboard / Log Message | The scan receives HTTP 403 Forbidden or reaches a security challenge (such as a Cloudflare verification screen) instead of the page. |
Possible cause and example | Security firewalls (WAF) or bot-protection tools may mistake the automated accessibility scanner for an unwanted bot and block its access. |
What to check | Ask your security or hosting team to check firewall activity around the time of the scan. For an existing site, verify the designated scanning region under Site Settings. |
Next action | Have your security team add the UserWay static IP addresses to your firewall allowlist (whitelist), then run the scan again. |
For ongoing scans of websites already set up in Accessibility Monitor, UserWay provides these regional static IP addresses (see details at How to Add UserWay's Accessibility Monitor to Your Safelist (Whitelist);
Item | Details |
United States (Oregon) | 35.85.205.119, 52.38.192.218 |
Canada | 3.98.5.100, 35.182.102.242 |
United Kingdom (London) | 18.134.223.209, 18.169.120.50 |
⚠️ Important: When you run a "New Scan" to add and index a brand new site, UserWay uses dynamic IPs for the initial discovery crawl. Adding static IPs to your allowlist is designed for ongoing-scheduled monitoring.
If you need to add a new site that is behind an allowlist or firewall, please contact Support. We can assist with the initial site addition and indexing process. This exception applies only to adding new sites and does not affect ongoing scan allowlisting requirements.
4. URL redirects to another page
Item | Details |
Dashboard / Log Message | "Not scanned: this URL redirects to another page." |
Possible cause and example | The monitor avoids scanning duplicate pages. For example, if your sitemap lists http://example.com/about, but your server automatically forwards visitors to https://example.com/about/ (adding https and a trailing slash), the monitor skips the first link. |
What to check | Paste the submitted link into your browser address bar and note the final destination address that appears after loading. |
Next action | Update your sitemap or the monitored URL list in the dashboard to use the final, direct URL destination and retry. |
5. Scan timeout / ERROR_SCAN_TIMEOUT
Item | Details |
Dashboard / Log Message | A request-timeout message. |
Possible cause and example | The page takes too long to respond or finish displaying its content. For instance, a heavy database query or a slow third-party widget may keep the network busy until the scanner reaches its maximum wait limit. |
What to check | Check how quickly the page opens on a standard internet connection, and ask your technical team to investigate slow server responses during the scan window. |
Next action | Improve page loading speed or resolve slow server responses, then rerun the scan. |
6. URL not reachable / SCANNING_URL_NOT_REACHABLE
Item | Details |
Dashboard / Log Message | "The URL could not be reached (server IP address could not be found)." |
Possible cause and example | There may be a spelling typo in the web address, the domain registration may have expired, or the site may be hosted on a private test environment (like a company intranet) that cannot be accessed from the public internet. |
What to check | Double-check the spelling of the domain and test if you can open the website from a mobile phone or computer outside your office network or VPN. |
Next action | Fix any typos in the address or ensure the staging site is open to the public internet, then run the scan again. |
7. SSL certificate hostname mismatch / ERROR_SCAN_INVALID_COMMON_NAME_SSL_CERTIFICATE
Item | Details |
Dashboard / Log Message | The SSL/TLS certificate does not match the requested hostname. |
Possible cause and example | Your web address uses www (such as https://www.example.com), but your security certificate was only registered for the root domain (https://example.com). |
What to check | Ask your hosting provider or website administrator to inspect the domain names listed on your SSL certificate. |
Next action | Update your SSL certificate to cover both www and non-www versions, or change the URL in the monitor to match the covered name. |
8. Malformed scanning URL / MALFORMED_SCANNING_URL
Item | Details |
Dashboard / Log Message | "The requested site address (URL) to be scanned is malformed." |
Possible cause and example | The web address has an accidental space copied at the beginning or end, special unsupported characters, or is missing the web prefix (like entering example.com instead of https://example.com). |
What to check | Look closely at the URL you entered in the scan settings to make sure there are no hidden spaces, extra commas, or missing letters. |
Next action | Enter the clean web address starting with https:// or http:// and start the scan again. |
9. Missing pages or inconsistent page counts
Item | Details |
Dashboard / Log Message | Pages are missing from results, page counts change between scans, or unexpected language versions appear. |
Possible cause and example | If your site automatically redirects visitors based on their physical location, the scanner might see the UK or US version of your store instead of the default. Also, pages that only appear after clicking a dropdown menu might not be discovered automatically. |
What to check | Compare the list of scanned pages with your sitemap. Check if your website uses automatic country/language redirects. |
Next action | Choose a specific scanning region using the "Scan from" dropdown in Site Settings, provide an updated sitemap.xml, or set up Scenario Scanning for pages requiring interactive clicks. Guidance is available at Introduction to building Custom Scenario Scans in UserWay's Accessibility Monitor |
10. Unexpected page availability / 0 left, replenish now
Item | Details |
Dashboard / Log Message | "0 left, replenish now," or another page-availability warning. |
Possible cause and example | You may be trying to scan more pages than your current subscription package includes (for example, trying to scan 50 pages on a 10-page plan), or a recent plan renewal is still updating in the system. |
What to check | Review the page quota included in your active plan in the UserWay account dashboard. |
Next action | If your plan has available pages but still shows this message, contact UserWay Support at desk@support.userway.org with a screenshot of your account page count. |
11. Error response code / ERROR_SCAN_INVALID_RESPONSE_CODE
Item | Details |
Dashboard / Log Message | The server returns an HTTP error status, such as 404 Not Found, 500 Internal Server Error, 502 Bad Gateway, or 503 Service Unavailable. |
Possible cause and example | A 404 error means the page was moved or deleted while an old link remains in your sitemap. A 500 or 502 error means your website's server experienced a temporary glitch during the scan. |
What to check | Click the affected link to see if it opens normally in your browser. Ask your website team to check server error logs during the scan time. |
Next action | Remove broken links from your sitemap or fix server-side issues, then run the scan again. |
12. Authenticated scan or form-login failure
Item | Details |
Dashboard / Log Message | The authentication journey fails or the scanner cannot reach the private pages behind login. |
Possible cause and example | If your team recently updated the design of your login form, the username/password box names may have changed, or the account may have been prompted for an unexpected two-factor verification (2FA) code. |
What to check | Confirm that the test login credentials still work and verify that the login form fields have not been renamed or moved. |
Next action | Update the login field details in your monitor settings or record a new Scenario Scan for multi-step logins. Detailed steps are available at Running Authenticated Scans in Accessibility Monitor |
13. Invalid integration token or organization identifier / SCAN_AUTH_TOKEN_INVALID
Item | Details |
Dashboard / Log Message | An automated build or CI/CD pipeline reports an invalid project token or organization identifier. |
Possible cause and example | A developer integration token used in your deployment pipeline may have expired, or the pipeline configuration is pointing to an old project name. |
What to check | Ask your development administrator to verify that the project token and organization identifier configured in your pipeline secrets match your UserWay Dashboard settings. |
Next action | Generate a new security token under Site Settings in your UserWay Dashboard and update your pipeline secrets. |
14. Target branch or baseline mismatch / SCAN_CONFIG_MISSING_STRATEGY
Item | Details |
Dashboard / Log Message | An automated branch scan reports a missing baseline comparison or mismatched settings. |
Possible cause and example | An automated test on a new feature branch tried to compare accessibility changes against your main branch, but the main branch has never been scanned yet. |
What to check | Check whether a completed baseline scan exists for your primary branch in your developer dashboard. |
Next action | Run a full scan on your primary main branch first so the system has a baseline to compare against. |
15. SSL/TLS connection failure / ERROR_SCAN_SSL_HANDSHAKE_FAILED
Item | Details |
Dashboard / Log Message | An SSL/TLS connection or security handshake failure is reported. |
Possible cause and example | The security certificate on your website has expired, was created as an unverified test certificate, or uses outdated encryption technology that modern web browsers and scanners reject. |
What to check | Ask your hosting company or IT team to check your SSL certificate's expiration date and confirm that modern TLS encryption (TLS 1.2 or TLS 1.3) is active. |
Next action | Renew your SSL certificate or install a certificate from a trusted authority, then rerun your scan. |
Expected Result
After resolving the confirmed link spelling, server response, firewall rule, login form, or security certificate issue, run a new scan to confirm that all pages complete successfully and display accurate accessibility results.
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