My Styku scanner keeps disconnecting — what should I do if troubleshooting hasn't worked?

If your Styku scanner keeps disconnecting and you've already tried the standard troubleshooting steps without success, the issue may be a hardware fault in the camera tower itself. In that case, the right next step is to escalate to Styku Support so the team can assess whether a repair, replacement, or return is appropriate.

What "persistent disconnection" looks like

You likely have a persistent hardware issue — not a simple setup problem — if:

• The camera tower disconnects repeatedly during or between scans
• Restarting the scanner, laptop, and turntable does not help
• Moving the scanner to a different location has not helped
• Changing your Wi-Fi network or network settings has not helped
• The problem has continued for several weeks or longer despite multiple troubleshooting attempts

Troubleshooting steps to try first

If you haven't already worked through these steps, try them before escalating:

1. Check that the USB cable from the camera tower is firmly connected to the laptop. Try a different USB port on the laptop.
2. Restart the Styku Studio software, then restart the laptop.
3. Make sure the scanning area has no direct sunlight or bright ambient light — this can interfere with the infrared sensor in the camera tower.
4. Confirm the camera tower is at least 17 inches from any wall or furniture on all sides.
5. Open the Intel RealSense Viewer application on the laptop to check whether the camera tower is detected and streaming. This confirms whether the issue is with the camera hardware itself.
6. Check your internet connection. Styku requires an active connection for scanning and license validation.
7. Temporarily disable any firewall or antivirus software to rule out software interference, then retest.

If the problem persists after troubleshooting

If you have completed the steps above and the scanner is still disconnecting, the camera tower hardware may be faulty. At this point, you should escalate to Styku Support directly.

When you contact support, ask them to:

• Review your troubleshooting history
• Assess whether the unit qualifies for a hardware repair or replacement under warranty. Per Styku's Equipment Service and Repair policy, you must contact Styku support through your Styku business portal within 30 days of discovering a defect, provide a description of the issue, and make the equipment available for inspection. If a return merchandise authorization (RMA) is issued, defective parts must be shipped back within 14 days. Styku covers all shipping and labor costs for in-warranty repairs.
• Discuss options such as a subscription pause while the issue is being resolved

Styku does not offer phone support, but the support team can schedule a live video call or meeting with you to work through the issue in real time.

If a return is the right option

If your unit cannot be repaired or replaced, and you have a functioning unit you wish to return, you may be eligible for the Styku Consignment Program. Per Styku's Consignment Program policy:

• Eligible hardware models include: S100x, X2, X2 Hub, X2+, X2 Pro, X2 MD, Pro Hub, and X2L. S100 models are not eligible.
• The program is available only within the continental United States.
• Participation begins with a pre-approval process including photo submission and a remote functionality check.
• Once approved, Styku provides prepaid shipping labels. After arrival, Styku conducts a detailed inspection within five business days.
• Passing units are placed into a 60-day consignment period; your payout is issued once the unit is successfully shipped to a new buyer.
• If the unit does not sell within 60 days, Styku can either return the unit to you at your expense or offer a reduced parts-only payout.
• You must be the original purchaser or legal entity on record and have an account in good standing with no overdue balances.
• All eligibility determinations made by Styku are final and binding.

Contact Styku Support to initiate a consignment inquiry.

How to contact Styku Support

• Preferred method: Log in to the Styku Business Portal at styku.com/portal and submit a support ticket using the ticket form.
• Response time: One business day.

When you submit your ticket, ask specifically for an escalation to the technical support team and mention that standard troubleshooting has already been completed.

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: your business location name or license key, a description of all troubleshooting steps already completed, how long the issue has been occurring, a screenshot or screen recording of the disconnection error in Styku Studio, and the result of opening the Intel RealSense Viewer (whether the camera tower is detected or not).

Applies to: Styku S100x and all eligible scanner models experiencing persistent camera tower disconnection; Styku Studio V5 on Windows 11

Related Resources

• Styku Product-Specific Terms of Service — Equipment Service and Repair Process
• Styku Consignment Program — Overview and Eligibility