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 typically complete in 20–60 seconds. If a scan has been showing "running" for more than 5 minutes, it may be stuck.
What to do:
Refresh the page — the scan status may have already resolved
If still stuck, go to Sites → your store and trigger a new scan
Stuck scans are detected and cleaned up automatically within the hour
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 | Unlimited |
Within each limit, Cassian prioritises pages from your sitemap and high-traffic paths.
Upgrade your plan for deeper crawl coverage. See Plans & Pricing.
I see an amber "degraded scan" warning
This means one or more Cassian AI™ checks couldn't fully complete during this scan — typically due to a temporary processing issue.
- The score shown is based on the checks that did complete
- A full scan will run automatically at your next scheduled time
- If you want fresh results sooner, trigger a manual scan
Degraded scans are rare and self-resolving. If you see them repeatedly, contact us.
Platform Consistency score is 0 or missing
Platform Consistency checks require a Shopify connection. Without it, this category is excluded from your score.
What to do: Go to Settings → Shopify and connect your store. Once connected, the next scan will include Platform Consistency data.
Translation Quality is 0 or greyed out
Translation Quality checks only run if your store is configured as multilingual.
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: Technical, Content, Translation (if applicable), Platform Consistency (if connected), and LLM Readiness.
What to do: Go to Issues and use the category filters to explore each layer's contribution. The score breakdown on your dashboard also shows each category's individual score — this is 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. Most stores finish within a few minutes, so there's usually no need to cancel. Results stream in live as each page completes.
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 plan stores with unlimited pages may take several minutes for very large catalogues.
Are scan results permanent?
Yes — every scan creates a numbered record in your scan history. Resolved issues are archived after 180 days, but your scan history (scores, dates, summaries) is kept indefinitely.
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.