If your LLM Visibility scan is failing or not completing, you may see an error message indicating the scan could not be saved or finished. These issues are typically caused by temporary platform-side problems that require backend investigation.
This article explains what you can try on your end, and what information to have ready if you need to escalate to our support team.
Navigate to LLM Visibility. Open the LLM Visibility section of your Search Atlas account and locate the affected website or project.
Check the scan status. Note whether the scan shows a failed state, an empty last-scan indicator, or a specific error message. Write down the exact wording of any error you see.
Re-save your scan settings. Open the settings for the affected website and save them again without making changes. This can sometimes re-register your configuration and allow the scan to proceed.
Trigger a new scan manually. If your LLM Visibility section allows you to start a scan manually, do so. Wait several minutes and then refresh the page to check whether the scan completed.
Clear your browser cache. If the error persists, clear your browser cache and cookies, log back in, and attempt the scan again.
LLM Visibility scan failures are often caused by backend processing issues that cannot be resolved through the steps above. In these cases, our engineering team needs to investigate and resolve the problem on the platform side. There is no further action required from you while this is being resolved.
If the troubleshooting steps above do not resolve your scan failure, please contact support and have the following information ready:
Project or website name — the exact name of the site or project where the scan is failing.
Exact error message — copy the full text of any error message displayed on screen.
Timestamp — when the failure first occurred or when you last attempted a scan.
Steps already tried — let us know which troubleshooting steps you have already completed so we can avoid asking you to repeat them.
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.