🔍 Overview
If your Scholar grader is showing a factuality score of 0, this article explains what may be happening and what information to have ready when contacting support.
Because this issue requires investigation on the backend, the most effective next step is to reach out to our support team directly.
🤔 What Does a Zero Factuality Score Mean?
A factuality score of 0 typically indicates that Scholar was unable to complete the grading process for that content. This can happen for a number of reasons, such as the content not being processed correctly or a temporary issue with the grading pipeline. Our support team can investigate the specific cause directly on your account.
🛠️ Before Contacting Support — Steps to Try First
- Reload the page and reopen the Scholar report to check whether the score updates.
- Run the Scholar grader again on the same content to see if the zero score persists on a fresh run.
- Check whether the zero factuality score affects only one report or multiple reports in your account, as this helps identify whether the issue is isolated or broader.
- Confirm that the content you submitted is not empty and meets the minimum length requirements for Scholar analysis.
📋 What to Have Ready When You Contact Support
If the zero score persists after trying the steps above, please have the following ready when you reach out:
- The project name or URL of the Scholar report showing the zero score.
- The exact scores displayed (e.g. Factuality: 0).
- Whether the issue affects one report or multiple reports.
- The date and approximate time you first noticed the issue.
- Any steps you have already tried, including whether re-running the grader made any difference.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.