Scan Failures

Maintained by: Aether365 Team Audience: IT administrators Scope: Diagnosing and resolving scan failures and unexpected results

A scan shows Failed status when it could not complete. This is different from a scan that completes and shows failed checks - a failed scan means the scan process itself did not finish.

Common Causes

Microsoft Graph API error

Symptom: Scan fails shortly after starting. Error message mentions "Graph API" or "authentication error".

Cause: The service principal credentials used to authenticate to Microsoft Graph are invalid, expired, or the consent was revoked.

Fix:

1. Go to Settings > Connections and check the connection status
2. If the connection shows an error, disconnect and reconnect the tenant to re-grant consent
3. In the Microsoft Entra admin center, verify the Aether365 enterprise application still exists under Enterprise Applications

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Consent revoked

Symptom: Scan fails with "Tenant not connected" or "Permission denied" in the error details.

Cause: A Global Administrator removed the Aether365 service principal or revoked consent.

Fix:

1. A Global Administrator must reconnect the tenant from Settings > Connections
2. The admin consent flow will re-create the service principal and re-grant permissions

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Scan timeout

Symptom: Scan runs for more than 30 minutes and then fails.

Cause: The Microsoft Graph API responded slowly, or a specific check took longer than expected.

Fix: Trigger a new scan. Timeouts are usually transient. If scans consistently time out, contact support@aether365.io.

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License-related failure

Symptom: Scan fails with an error related to a specific Microsoft service (e.g., "Defender data unavailable").

Cause: A check requires a Microsoft license that your tenant does not have, and the error was not handled as a skip.

Fix: The check should show as Skipped rather than causing a scan failure. If you see this behaviour, report it at support@aether365.io with the scan ID.

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Infrastructure issue

Symptom: Scan fails with "Internal error" or no detailed error message.

Cause: A temporary issue in the Aether365 infrastructure.

Fix: Wait a few minutes and trigger a new scan. If failures persist, check the Aether365 status page or contact support.

Retrying a Failed Scan

Automatic scans that fail are not automatically retried. To retry:

• Click Run Scan on the dashboard to trigger a new on-demand scan, or contact support if you need assistance

Viewing Error Details

The scan detail page shows the error message for failed scans. Click the failed scan in the Scans list to see the full error.

If the error message is not helpful or is missing, include the scan ID when contacting support - it helps us pull the detailed logs.