There are a variety of reasons why your website may not have been scanned correctly or there are no cookies being shown on your consent pop-up.
The website was not live when the scanner started
If your website was not live when the scan started, then the scanner will not be able to crawl your website properly. To fix this, please delete and re-add your domain so that the scanner will start crawling the domain again.
Domain has just been added to your Consent Solution
If you have created your Consent Solution and added your domain in the Cookie Information platform within the last 24 hours, it's rather likely your domain has not yet finished scanning. Scans can take up to 24 hours before results are visible on the Consent Pop-up itself.
Cookie Information Scanner IP is being blocked
It's possible in some cases that our scanner is being blocked by your site - which means that we are not able to start scanning. On occasion, the scanner may send a high number of requests. In some instances, this may be seen by the website server to be a DDOS attack or similar.
In order to ensure that our scanner can crawl your domain properly, please make sure that the firewall of your site is not blocking our scanners' IP address associated with app.cookieinformation.com
This issue can be solved by whitelisting our scanner using a User-Agent header that identifies our scanner to your website (allowing it through).
The header is:
Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36(KHTML, like Gecko) Chrome/61.0.3163.100 Safari/537.36 CookieInformationScanner
It's also possible to whitelist us instead using the same user-agent header:
The website contains redirects
Our scanner will only scan the domain that you have specified and added in our platform - if you happen to have added a domain that actually redirects to another domain, then our scanner cannot continue on to the redirect.
The wrong domain is whitelisted
If the domain you provided in your Consent Solution does not match the domain that you have actually placed the uc.js script on, then it will result in an empty policy or a 404 error in the console.
Scanner has entered a loop
There are a number of reasons that the scanner might enter a loop rather than continuing to scan normally.
Usually this is due to the fact the scanner visits the domain as a regular user would, and scans each page. However, unlike a user, our scanner cannot perform actions such as clicking buttons, filling in forms, or logging in.
For this reason, the most common scenarios for the issue are that the scanner may have come across a web-widget on the site (such as a calendar function with clickable links that auto-generate new links).
Alternatively it might be the case that the admin panel log-in page for your site (e.g. WordPress) is publicly accessible. If our scanner hits this log-in page (because this page requires logging in), the scan fails and the scanner enters a loop. To avoid this problem, please make sure that your login-in page to the admin panel of your site is not publicly accessible.
The same can be said for things such as RECAPTCHA, intended to prove that the user accessing the page or resource is not a robot or crawler.
You are using your own pop-up, and our scanner
If you are using your own pop-up (but are still using our scanner), or if you have changed the name of the CSS selector for the accept cookies button, then our scanner will not recognise it.
Because our scanner visits the site as a regular user would and "accepts" the pop-up, if the CSS selector is different it will not be able to and therefore cannot crawl your site.
If you have changed the CSS selector for the accept button, or if you are using your own pop-up rather than one of our templates, please get in touch with us at email@example.com so that we can add it and allow the scanner to recognise it properly.
Automatic tools on domains with a depth of 15000 URLs block scanner due to traffic generated
If your domain has a depth of 15000 URLs then it's possible that the traffic generated by scanning your site with our crawler may (sometimes) set off your site firewall and therefore the scanner is blocked. Once we are whitelisted, our scanner will be able to crawl your domain and find all cookies as normal.
Consent Pop up is not visible on the website
If our popup-script is implemented on the website the scanner will click the accept-button to bypass the cookie control SDK.
But if the consent pop-up is not visible in the browser window then the scanner can not click the accept-button, and the scanner will timeout.
Make sure the consent pop-up is implemented on your website. See the guide to implement the consent pop-up.
Still not sure?
Please contact our support team, so we can help you firstname.lastname@example.org