🔍 What This Article Covers
Some customers find that Brand Vault stays on a "Setting up" or "Refreshing" status long after the process should have finished. In some cases, the suggested fix task list references the wrong website entirely. This article explains why this happens and the steps to resolve it.
⚠️ Why This Happens
Brand Vault setup can appear stuck for a few common reasons:
- A previous crawl attempt failed silently in the background, and the system is still holding onto that failed state.
- The refresh process took longer than expected — in some cases it can take up to 45 minutes to complete or time out.
- A failed refresh caused page and word counts to drop to zero without displaying a clear error message.
- The setup was linked to a different domain, so suggested fixes appear to belong to the wrong website.
🛠️ Step-by-Step Fixes
- Wait and confirm the timeout window. Brand Vault refresh can take up to 45 minutes. If setup started recently, allow the full window before taking further action. A failure is typically declared after this period.
- Manually trigger a refresh. Navigate to Left sidebar → Coworker → Overview and click Refresh setup status. This forces the platform to check the current state and may resolve a stuck display.
- Check you are on the correct workspace and domain. If the suggested task list references the wrong website, you may be viewing a different workspace. Use Switch workspace from the Coworker Overview page to confirm you are in the right one, then refresh again.
- Re-initiate Brand Vault setup. If the status remains stuck after refreshing:
- Go to Left sidebar → Coworker → Overview.
- Look for an option to recreate or restart the Brand Vault.
- Confirm the correct domain is selected before saving. A previous failed crawl can be reused by the system — selecting the correct domain explicitly prevents this.
- Clear your browser cache and reload. Sometimes the stuck state is a display issue only. Clear your cache, close the tab, and reopen the platform before checking the Brand Vault status again.
- Verify page and word counts. After setup completes, confirm that page and word counts in Brand Vault are populated with real numbers. A count of zero after a refresh indicates the crawl did not complete successfully and setup should be re-initiated.
✅ How to Confirm Brand Vault Is Working
Brand Vault setup is fully complete when:
- The status no longer shows "Setting up" or "Refreshing".
- Page and word counts display real, non-zero values.
- The Ask-your-Vault feature is accessible and responding correctly.
- Suggested fixes and task lists reference your correct website and domain.
💡 Tips to Prevent This Issue
- Always double-check the domain selected when first creating your Brand Vault — using the wrong domain is the most common cause of mismatched task lists.
- Avoid triggering multiple refresh attempts in quick succession. Allow each refresh the full 45-minute window before retrying.
- If you manage multiple client sites, use Switch workspace to confirm you are in the correct workspace before reviewing Brand Vault data.
🙋 Still Need Help?
If you have followed all the steps above and Brand Vault is still stuck or showing incorrect information, our team can investigate the crawl status on your account directly. 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.