What should I do if my Styku camera tower repeatedly fails to be detected and support hasn't resolved it after multiple attempts?

If your camera tower keeps failing to be detected — and basic troubleshooting hasn't worked after multiple attempts — this is an escalated hardware issue that requires senior support involvement and possible tower replacement. Do not spend more time on repeated self-troubleshooting steps. Instead, follow the steps below to get the right team involved quickly.

Signs This Is an Escalated Hardware Issue

You may be dealing with a chronic hardware problem if:

• The Styku Studio software shows a "Depth sensor setup has failed" error consistently
• The camera tower is not detected even after reconnecting all USB cables
• The issue has persisted across multiple support sessions without a lasting fix
• A replacement part was promised but not yet received
• Your scanner has been unusable for an extended period

What to Do

1. Stop repeated self-troubleshooting. If you have already gone through multiple guided troubleshooting sessions with Styku support and the problem keeps returning, further self-troubleshooting is unlikely to resolve the underlying issue.
2. Submit a support ticket and clearly state the history. Log in to the Styku Business Portal and submit a new support ticket. In your description, include:
   • How long the issue has been occurring
   • How many support sessions you have already completed
   • Whether a replacement part or tower was previously promised and not received
   • The specific error message you see (e.g., "Depth sensor setup has failed")
3. Request escalation explicitly. In your ticket, ask to be escalated to a senior support representative and your Customer Success Manager. This ensures your case receives priority handling beyond standard troubleshooting.
4. Ask for a tower replacement review. If multiple sessions have failed to resolve the issue, a camera tower replacement may be the appropriate next step. Support will confirm whether your subscription plan and warranty status qualify you for a replacement.
5. Confirm any previously promised shipments. If a replacement part was promised in a prior support interaction but never arrived, state this clearly in your ticket. Support can look up shipment status and correct any fulfillment errors.

If a Replacement Tower Is Being Sent

• Support will confirm your delivery address and the USB cable type your current tower uses (USB-A or USB-C) before shipping.
• A return label will be provided for sending back the faulty tower.
• You can schedule a FedEx pickup using the return label — you do not need to drop it off yourself.
• If you accidentally receive more than one replacement unit, contact support and they will provide return labels for the extra unit as well.

About Subscriptions and Warranty

• An active Styku subscription (Pro Plan or Growth Plan) is typically required to process hardware replacements.
• If your subscription lapsed, support can help you reinstate it before proceeding.
• If you are unsure of your subscription status, log in to the Styku Business Portal to check, or ask support to confirm.

Submitting Your Support Ticket

You can reach support through either of these methods:

• Styku Business Portal (preferred): Log in and complete the support ticket form

Styku's target response time is 1 business day. If you have an open ticket and have not received a response, reply directly to your existing support email thread to keep all history in one place.

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

If the problem persists, contact support and include: your account name or business location name, the specific error message displayed in Styku Studio, a summary of all prior troubleshooting sessions and their dates, the name of any support representative you previously worked with, and whether a replacement was previously promised and when.

Applies to: Styku X2L and X2 Pro scanners with Intel D455 camera towers experiencing persistent sensor detection failures; customers with prior unresolved support history.

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