Issue
Data scans may appear stuck at 99% or 100% for an extended period, often due to specific factors such as large files being scanned or communication issues with the scanning agent.

Common Causes and Resolutions

1. Scanning Large Files

• Cause: The scan may be processing a particularly large file, such as a file size exceeding several gigabytes (e.g., 18GB in one reported case). This can make it appear that the scan is stuck.
• Resolution:
  1. Identify the file being scanned by reviewing the scan logs or monitoring file activity.
  2. Allow the scan to complete. Large files may require additional time for processing.
  3. If the file does not need scanning, consider excluding it from the scan to improve performance.

2. Agent Not Checking In

• Cause: The scanning agent may have lost communication with the server, preventing the scan from completing.
• Resolution:
  1. Verify that the device hosting the agent is powered on and connected to the network.
  2. Check the agent's status in the admin portal.
  3. Restart the agent service on the device, if necessary, and rerun the scan.

3. System Resource Limitations

• Cause: The device performing the scan may lack sufficient resources (e.g., CPU, RAM, or disk space) to process large or numerous files.
• Resolution:
  1. Ensure the device meets the minimum system requirements for running data scans.
  2. Free up system resources by closing unnecessary applications or processes.

4. Scan Configuration Issues

• Cause: Certain scan configurations may lead to longer processing times, such as overly broad search parameters or a lack of exclusions for large or unnecessary files.
• Resolution:
  1. Review scan settings and refine them to target relevant data.
  2. Add exclusions for files, folders, or file types that do not require scanning.

5. Network Latency or Interruption

• Cause: High latency or intermittent network interruptions can delay scan progress, especially when scanning network drives or devices.
• Resolution:
  1. Test network connectivity and ensure a stable connection.
  2. Retry the scan after addressing any network issues.

Best Practices

• Regularly monitor scan progress and agent health in the admin portal.
• Exclude large, unnecessary files from scans to improve efficiency.
• Keep agents updated to ensure optimal performance and compatibility.

Next Steps
If the issue persists after trying these resolutions, please contact support with the following details:

• Scan name and affected devices.
• Screenshots or logs of the scan progress.
• Any recent changes to the environment or scan configurations.

By addressing these common causes, you can ensure your data scans complete efficiently and without interruptions.