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What happens when my Styku turntable has a confirmed hardware failure and needs to be replaced?

What happens when my Styku turntable has a confirmed hardware failure and needs to be replaced?

If your turntable has a confirmed hardware failure, Styku will send you a replacement unit and provide a prepaid return shipping label for the faulty one. You do not need to send the old turntable back before the new one arrives. The full process typically takes a few weeks from the time the replacement is approved.

How the Replacement Process Works

  1. Support confirms the hardware failure. After standard troubleshooting steps have been exhausted during a support session, your Styku support representative will determine that the turntable needs to be replaced and will process a replacement order.
  2. A replacement unit is shipped. Styku's shipping department will dispatch the replacement. Shipping typically takes 2–7 business days. You will receive tracking information by email once the unit has been dispatched.
  3. A return label is sent to you. Styku will email you a prepaid return shipping label (typically FedEx). You do not need to arrange or pay for return shipping yourself.
  4. Wait to receive the replacement before returning the old unit. Do not send back the faulty turntable until the replacement arrives. Use the packaging from the new unit to pack up the old one for return.
  5. Return the faulty turntable within 10 business days of receiving the replacement. Contact FedEx to schedule a pickup, or drop the package off at a FedEx location.

What If the V5 Turntable Is Unavailable?

In some cases, a direct V5 replacement may not be available. If that happens, Styku may offer a V6 turntable as a substitute. Note that the V6 is a smaller platform (17 inches in diameter) with a lower weight limit (330 lbs) compared to the V5 (24 inches, 550 lbs). Also note that the V6 turntable is not compatible with S100 scanners — if you have an S100 model, make sure to mention this to your support representative.

After the Replacement Arrives

  • A Styku support representative will schedule a session with you to connect to your system, set up the new turntable, and run a calibration and test scan to confirm everything is working correctly.
  • After setup, it is recommended to calibrate the turntable weight scale. To do so: press the Tools button to open the Tools menu, press the Calibrate Weight Scale option, and follow the on-screen instructions — entering your weight from a reference scale, standing on the turntable, and allowing the software to calculate and apply an adjustment. You can also manually adjust the calibration using the Calibrate manually button and slider.
  • To verify the turntable is rotating correctly without starting a full scan, press the Tools button after logging in as an administrator, then press the Start/Stop button next to the Start/Stop Turntable option. Press it again to stop the turntable when it is in the correct position facing the scanner tower.
  • If the camera tower faces a window or receives direct or ambient daylight, you may need to reposition your scanner setup. The camera tower should face a solid wall with no natural light sources in front of it.
  • Note that the Styku rotating scale platform has a maximum load of 250 kg (550 lbs) and dimensions of 66 cm × 66 cm × 12.5 cm. One full rotation takes approximately 35 seconds.

What to Do If Return Boxes Haven't Arrived

If Styku needs to send you separate return boxes and they haven't arrived yet, contact support. You can still hold onto the faulty unit using the return label you already received until the boxes are provided.

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

If the problem persists, contact support and include: your scanner model, a description of the turntable issue and all troubleshooting steps already attempted, confirmation of whether a replacement order has already been processed, and your shipping address on file.

Applies to: Styku X2 Pro and S100 scanners with V5 turntables; V6 turntable replacements also relevant to Styku X2L configurations.

Related Resources

  • What components are included with the Styku scanner system?
  • How do I calibrate the turntable weight scale?
  • How can I rotate the turntable to point at the scanning tower without starting a scan?