Why are completed scans not appearing in the Styku mobile app after a software update?

After certain Styku software updates, a bug can prevent completed scans from uploading to the Styku mobile app, even when the scans appear correctly in Styku Studio on your computer. Installing the latest software update resolves this for most users. If scans are still missing after updating, the Styku support team can investigate and manually push the affected scans.

Step 1: Confirm Your Software Is Up to Date

The latest version of Styku Studio includes a fix for the upload issue. Check your current version and update if needed.

Open Styku Studio on your scanner laptop.
Look for a software update notification, or navigate to the Settings menu.
If an update is available, follow the on-screen prompts to install it.
Restart the software after the update completes.

Step 2: Verify Your Internet Connection

Styku requires a stable internet connection to sync scan data to the mobile app.

Confirm your scanner laptop is connected to the internet.
Make sure your network's firewall or security settings are not blocking Styku Studio from accessing the internet.
After confirming connectivity, wait a few minutes and ask your clients to refresh the Styku mobile app.

Step 3: Make Sure Clients Have the App Installed and Are Logged In

Clients can download the Styku mobile app from the Apple App Store or Google Play Store before or after their scan.
If a client downloads the app after their scan by scanning the QR code, their results should still sync — as long as the scan data uploaded successfully from the laptop.
Ask clients to make sure their app is updated to the latest version.
Note that clients can create their Styku account ahead of time by downloading the Styku mobile app and registering there. When they come in to scan, they can then log in directly to their account using the QR code option in Styku Studio — this is the fastest, easiest way to log in and start scanning, and helps ensure their account is correctly linked before the scan takes place.

💡 Tip: Administrators can create client profiles before scanning by going to Settings → Customer Profiles and Scan Data → Create Profile (requires email, first name, last name, birthday, sex, and height). Clients can also register ahead of time through the Styku mobile app before their appointment.

Step 4: Check If Specific Scans Are Still Missing

If some scans still do not appear in the mobile app after updating:

Identify which clients are affected.
Note the email address associated with each client's profile in Styku Studio.
Note the date and time each scan was performed.
Contact Styku support with this information so the team can investigate and manually upload the missing scans if needed.

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

If the problem persists, contact support and include: the current Styku Studio version number (visible in Settings), the email addresses associated with affected client profiles, and the date and time of each scan that is not appearing in the mobile app.

💡 Viewing scans on another computer? If you also need to review scan data on a Windows computer other than your scanning laptop, you can install Styku Studio on that machine and log in with your existing Styku account. You will need a viewing license key — if you do not have one, request it via the Business Portal at https://styku.com/portal.

Applies to: Styku Studio V5, all Styku scanner configurations, Styku mobile app (iOS and Android)

Related Resources

Can I create a profile without doing a scan?
Can I access my client's profiles from another computer with Styku?