Why are patient records missing or inaccessible after the Styku Studio V5 update?

If your patient records or pediatric patient profiles disappeared or became inaccessible after updating to Styku Studio V5, do not proceed with any further updates until you have contacted Styku Support. This is a known issue that requires review by our engineering team before it can be resolved.

What is happening

After updating to Styku Studio V5, some practices have reported that patient profiles — particularly pediatric patients — are no longer visible or accessible in the software. The records are not deleted, but they cannot be viewed or accessed through the updated software as expected.

As a general matter, Styku stores scan data and customer profile information in two places — on your local computer, as well as on cloud servers. If you update to the latest software version, your previous data may be re-measured to use the latest measurements, but you should not lose your scans or customer profiles under normal circumstances. The inaccessibility described here is specific to this known issue and is not expected update behavior.

This issue is significant for any practice where continuity of patient care depends on access to historical scan data.

What to do right now

1. Stop — do not uninstall or reinstall any software on your own. Do not apply any additional updates.
2. Do not delete any patient profiles or attempt to recreate them.
3. Contact Styku Support immediately so your case can be escalated to the engineering team.

How to contact support

• Styku Business Portal: Log in at https://styku.com/portal and submit a support ticket using the ticket form. This is the fastest way to reach us.

We target a response within one business day. If your case involves active patient care being disrupted, please say so clearly in your ticket — this helps us prioritize.

What happens next

Once you submit a ticket, our support team will escalate your case to the engineering team for review. Depending on the outcome of that review, options may include:

• A software fix that restores access to affected profiles
• A temporary rollback to the previous version of Styku Studio while a permanent fix is developed

Our team will contact you directly with a recommended next step. Please do not attempt a rollback on your own — our support team will guide you through any steps needed.

While you wait

• Your scan data is not deleted. Records that appear missing are expected to be recoverable once the issue is resolved. Styku stores scan data both locally on your computer and on cloud servers, so data should be preserved in both locations.
• If you have specific patients with urgent upcoming appointments, note their names when you submit your support ticket so the team can prioritize those cases.

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

If the problem persists, contact support and include: the version of Styku Studio you updated from and to (if known), the date the update was applied, a description of which patient profiles are affected (for example, whether it is all patients or only pediatric profiles), and any error messages you see when attempting to access those records.

Applies to: Styku Studio V5, all Styku hardware configurations

Related Resources

• "Will previous scan data be deleted if I update to the new software version?"
• "How do I update my Styku to the latest version, or download the software?"