The most common causes of scan errors are related to security settings or third-party software on your machine, and are explained more fully in this FAQ article:

However, I have created a proxy ticket for you in our support system so we can troubleshoot this particular case further. You will receive an email shortly, which you can reply to if you wish to provide more information.

In future, you may contact the support team directly by filling out the form on this page:

CNET Customer Help