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When a Scan Fails and Results Aren't Updated#

When You Need Help

Scan errors are one of the most common issues we receive inquiries about. First, check where the error appears and what it says, then go through the causes below in order.

Check First#

  • Where the error appears: Check whether it's the "Error" indicator in the scan history, a message in scan.log, or the body of an error notification email.
  • Scan type: Linux Local Scan, Windows, Trivy, or Docker (ECR, etc.). Where you need to look depends on the type.
  • Whether the scanner is up to date: Scanner bug fixes are included only in the latest version. An old version may cause errors (Updating the Scanner).

Common Causes and Solutions#

A. Timed Out appears

The scan is taking longer than the default timeout (300 seconds). Extending the timeout may resolve the issue.

  • Linux: Open /opt/vuls-saas/vuls-saas.sh and change ./vuls scan -ips ... to ./vuls scan -timeout 600 -ips ....
  • Windows: Open C:\Program Files\vuls-saas\vuls-saas.bat and add -timeout 600 to vuls.exe scan ....
B. Permission Denied appears in scan.log

If you run a manual scan as the root user, the owner of the configuration file config.toml changes to root, and the vuls-saas user that normally runs scans can no longer use it.

  • Run chown -R vuls-saas:vuls-saas /opt/vuls-saas/ to restore the owner.
  • When you scan manually, also run the scan as the vuls-saas user.
C. The log shows the scan succeeded, but the results don't appear on the screen

What to check depends on the scan type. For Linux and Trivy, see the related articles below.

D. A scan is automatically rerun a few dozen minutes after an error

This is expected behavior. Scans are retried automatically in case the error was temporary.

E. The status of updates (KBs) can't be retrieved on a Windows 11 26H2 server

Windows 11 26H2 requires scanner v0.42.0 or later. Older scanners treat it as 25H2 and can't retrieve the KB application status. Update the scanner.

Troubleshooting#

If this page doesn't solve your issue, contact us through the support contact form. Including scan.log (on Linux, in /opt/vuls-saas/) helps us investigate faster.

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