My scan is stuck or failed
When a scan does not finish
Scans run in the background, so a scan that looks stuck is often just still working. If it has not finished, here is what to check.
Common causes
- AI provider consent not granted. Scans need your consent to query the AI assistants. Open Settings, then Integrations, and grant it.
- No published products. Your store needs at least one product live on your storefront for Burnish to analyze. Add a product and try again.
- Still running. A scan can take a few minutes. Burnish marks a scan that has been running unusually long as stalled, and you can retry it.
- Free trial cadence. Without a paid plan, scans refresh about once a week rather than daily. You can start a fresh scan manually.
- Connection needs refreshing. If you see a Re-authorize banner, your access needs renewing. See Reconnecting your store.
What to do
Confirm your storefront is live and has products, that AI consent is granted, and that there is no Re-authorize banner. If a scan is marked stalled, retry it. If it still fails after that, contact support.
Readiness, the catalog half of your score, appears as soon as the scan reads your products. Visibility takes a little longer while the assistants are queried.
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