When should I request a hardware replacement for persistent sensor connectivity issues?

If standard troubleshooting steps have not resolved ongoing sensor connectivity issues after multiple attempts, it may be time to request a hardware replacement. Replacements are dispatched within 2–7 business days, and a temporary workaround using a different computer may be available while you wait.

Signs That Hardware Replacement May Be Needed

You may need a replacement if you have already tried the steps below and the problem continues:

The Styku Studio software cannot detect the camera tower or turntable after reconnecting all cables
The turntable shows a setup failure in the software (for example, a Link Setup error screen appears)
The tower or turntable is not recognized in Windows Device Manager even after restarting
A Styku support session confirmed the hardware is not functioning correctly

Before Requesting a Replacement — Quick Checks

Work through these steps first. They resolve most connectivity issues:

Check that the USB cable from the camera tower is firmly seated in both the tower and the computer.
Check that the turntable USB cable and power adapter are both securely connected. Confirm the green light on the power adapter is on.
Try a different USB port on the computer.
Open Windows Device Manager and look under Ports (COM & LPT). Confirm the turntable appears as a listed device.
Restart the computer and relaunch Styku Studio.
If your computer has only USB-C ports, confirm you have the correct USB-C Female to USB-A Male adapter for the camera tower. This adapter must allow a USB-A plug to connect into a USB-C port — a USB-A Female to USB-C Male adapter will not work for the tower.

When to Contact Support for a Replacement

Contact support to request a replacement when:

You have completed all the steps above and the issue persists
A Styku support representative has confirmed the hardware is faulty during a troubleshooting session
You have had two or more troubleshooting sessions without a resolution

What to Expect After a Replacement Is Requested

Per Styku's Limited Equipment Warranty, Styku warrants to the original purchaser that equipment will be free of defects in workmanship or materials for a period of one (1) year from the date of delivery. If a covered defect is confirmed within the warranty period, Styku will repair or replace the defective equipment or parts at no charge.

To initiate a warranty service request, per Styku's Equipment Service and Repair Process, you must contact Styku support through your Styku business portal within 30 days of discovering the defect and provide a description of the equipment, the alleged defect, and any other information Styku may reasonably request.

Dispatch time: Replacement hardware typically ships within 2–7 business days.
Tracking: Support will send you a tracking link once the unit ships.
Software activation: When your replacement arrives, log in with your existing Styku credentials and enter the license key provided by support to activate the software.
Return shipping: Per Styku's warranty service policy, Styku covers all shipping and labor costs for in-warranty repairs. Support will provide a prepaid return label for the faulty hardware. You must return the defective unit within 14 days of receiving a return merchandise authorization (RMA). Return the old unit using the packaging from the replacement shipment.
Warranty period: Please note that repair or replacement of any parts or equipment does not extend the original warranty period.
Subscription: If your scanner was unusable for an extended period, contact support to ask about a subscription adjustment for the affected time.

Note for international customers: Customers outside of the continental United States may have the requirement to return defective parts waived, at Styku's sole discretion.

Interim Workaround — Using a Different Computer

While waiting for a replacement, support may be able to help you connect your existing hardware to a different Windows laptop as a temporary solution. This requires a troubleshooting session with a support representative. Contact support to check whether this option is available for your configuration.

Considering the Consignment Program

If your hardware issue is not covered under warranty and you are considering transitioning to a newer system, you may be eligible for the Styku Consignment Program. Eligible 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 and requires the unit to be fully functional. Participation begins with a pre-approval process including photo submission and a remote functionality check. For full details, see the related resources below.

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

If the problem persists, contact support and include: your scanner model, a description of all troubleshooting steps already completed, the specific error message or screen shown in Styku Studio, confirmation of which USB ports and adapters you are using, and the approximate date the issue began.

Applies to: Styku Studio V5, Styku X2 and X2L scanner models with camera tower and V6 turntable

Related Resources

Styku Product-Specific Terms of Service — Limited Equipment Warranty
Styku Product-Specific Terms of Service — Equipment Service and Repair Process
Styku Consignment Program — Overview and Eligibility
Styku Consignment Program — Inspection and Acceptance