Why are completed scans stuck on 'Processing' and won't open?
Why are completed scans stuck on 'Processing' and won't open?
Scans can get stuck in Processing for a few different reasons — most often an environmental issue during capture, or a connection problem that prevents the scan from uploading to Styku's servers. Work through the steps below to identify and fix the cause.
Step 1: Check Your Scanning Environment
Poor scan quality caused by the room setup is one of the most common reasons a scan fails to process. Even if the scan appears to complete on the turntable, the captured data may not be usable.
Make sure your scanning area meets these requirements:
- No direct sunlight or bright ambient light hitting the scanning area. Close blinds and turn off bright overhead lights near the scanner.
- Plain background — ideally a matte grey wall or blind directly behind where the person stands. Avoid reflective surfaces, mirrors, or busy patterns.
- No objects near the turntable. The area around the turntable must be clear on all sides — at least 17 inches of clearance between the turntable edge and any wall, furniture, or object.
- Nothing in front of the camera tower except the turntable and the person being scanned.
- Camera tower and turntable positioned correctly relative to each other, as shown in your setup guide.
After making any adjustments, run a new test scan and see if it processes successfully.
Step 2: Keep the Scanning Computer On and Connected
Styku processes and uploads scans in the background. This requires the scanning computer to stay powered on, connected to the internet, and running the Styku Studio app.
If the computer is shut down or goes to sleep between sessions, uploads cannot complete and scans will remain in Processing.
To allow any stuck scans to finish uploading:
- Make sure the scanning computer is powered on.
- Confirm it is connected to the internet.
- Open Styku Studio and leave it running.
- Leave the system idle (don't initiate new scans) for at least 24 hours.
Check back after 24 hours to see if the stuck scans have moved out of Processing.
Step 3: Check Your Internet Connection
An unstable connection is another common cause of scans not uploading.
- If you are using Wi-Fi, try switching to a wired Ethernet connection for more reliability.
- Test the connection by opening a browser on the scanning computer and loading a webpage.
- If the connection is weak or dropping, contact your internet provider or IT team to resolve it before running more scans.
Step 4: Confirm You Are Viewing from the Correct Account
If you use a viewing-only license on a second computer to review scan results, keep in mind that scans must first upload successfully from the scanning computer before they will appear elsewhere.
- Make sure both the scanning computer and the viewing computer are logged into the same Styku account.
- Check whether the scans appear correctly on the scanning computer itself. If they show as stuck there too, the issue is with the upload (go back to Steps 2 and 3). If they appear fine on the scanning computer but not on the viewing computer, the scans may still be uploading — allow more time and ensure the scanning computer stays on and connected.
If Scans Still Won't Process
If you have worked through all the steps above and scans remain stuck in Processing, the issue may require investigation by the Styku support team. Do not delete the stuck scan profiles, as the support team will need to access them.
If this resolves your issue, no further action is needed.
If the problem persists, contact support and include: the name or profile ID of a specific stuck scan, the name of the computer running Styku Studio (found under Settings on the scanning laptop), your Styku license key, a description of your scanning room setup including any recent changes, and confirmation of whether the scans appear stuck on the scanning computer itself or only on a secondary viewing device.
Applies to: Styku Studio V5, all Styku scanner models with active subscriptions