Why does my scanner freeze on the loading screen after a scan, and show inaccurate results?

If your scanner finishes rotating but then hangs indefinitely on the loading screen, or produces inaccurate results, the most likely causes are an unfamiliar scanning workflow after a software update, or a hardware connection issue with the turntable. Follow the steps below to identify and resolve the problem.

Step 1: Check Whether a Software Update Changed Your Scanning Workflow

Styku Studio V5 introduced a new scanning process. If you recently updated, the steps to start a scan may look different from what you're used to.

Open Styku Studio on your scanner laptop.
Review the new scan flow — clients now log in using the Styku Mobile App and a QR code, rather than typing in their details manually.
At the scan screen, confirm your client is positioned correctly on the turntable before starting. V5 includes a Scan Checkpoint that verifies attire and positioning before the scan begins.
Start the scan and allow the full capture and processing cycle to complete (approximately 30 seconds to capture, then around 2 minutes to process).

If the new workflow was the source of confusion, completing these steps correctly should resolve the freezing and inaccurate results.

Note on height and weight requirements: In order to be scanned, individuals must meet a minimum height of 54 inches and a maximum height of 77 inches, with a minimum weight of 50 lbs. For the V6 turntable, the maximum weight allowed is 330 lbs; for the V5 turntable, the maximum weight limit is 550 lbs. Clients outside these ranges may produce inaccurate or failed scans.

Step 2: Check the Turntable Connection

If the software freezes during the loading phase, or shows an error saying the turntable is not connected, the turntable may have lost its connection to the laptop.

Check that the turntable USB cable is firmly plugged into both the turntable and the laptop.
Check that the turntable power adapter is plugged into the wall outlet and that the green light on the power adapter is on.
Unplug both the USB cable and the power adapter, wait 10 seconds, then plug them back in — power adapter first, then USB.
Restart the laptop.
Once the laptop has restarted, open Styku Studio and attempt a scan again.

Step 3: Verify the Turntable Is Detected by Windows

If the turntable is still not detected after reconnecting the cables:

Click the Windows Start button and search for Device Manager.
Open Device Manager and look for the section labeled Ports (COM & LPT).
Confirm that a port entry appears for the turntable. If nothing is listed, try a different USB port on the laptop.

Step 4: Rule Out Interference from a Windows Update

Occasionally, a Windows update can interfere with hardware detection. If the turntable connection error appeared suddenly after a Windows update:

Restart the laptop to allow any pending updates to fully apply.
After restarting, reconnect the turntable cables and open Styku Studio.
Attempt a test scan.

Step 5: Reset the Profiles List if Inaccurate Results Persist

If the scanner is no longer freezing but scan results remain inaccurate or the profiles list appears corrupted, resetting the profiles cache may help:

Close the Styku software and open up the folder icon.
Type c:\programdata\stykuV5\archive cache in the search bar.
Locate the file named body_cache_v2.cfg and delete it.
Reopen the software.

Note: This resets the locally cached profiles list. It does not delete scan data stored on the server.

Step 6: Review Scan Data for Inaccurate or Duplicate Records

If a frozen or failed scan left behind an inaccurate scan record in a client's profile, you can delete the specific scan:

Press the Settings button in the menu after logging in as an administrator.
Scroll down and choose Customer Profiles and Scan Data. You will be asked to log in with your administrator credentials.
Choose the Delete Scans option.
Search for the profile by typing a name or email into the search box. Highlight the profile you want to edit and press Continue.
Select the scan you wish to delete, then press the delete button.
Confirm the deletion by pressing Yes when you receive the confirmation prompt.

If a client's profile contains incorrect information (such as a wrong email address) that may be contributing to mismatched scan results, you can also edit the profile from the same Customer Profiles and Scan Data menu by choosing the Edit Profile option and updating the relevant fields.

When to Contact Support

If you have worked through all the steps above and the scanner is still freezing, showing a turntable connection error, or producing inaccurate measurements, the turntable hardware itself may need to be inspected or replaced. Contact the Styku support team for further diagnosis.

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

If the problem persists, contact support and include: your Styku Studio software version (visible in the app settings), a description of exactly where the scan freezes (for example, during loading, after rotation, or at the turntable connection screen), whether the green power light is on at the turntable, and what you see in Device Manager under Ports (COM & LPT).

Note for refurbished unit owners: If you recently received a refurbished Styku unit and are experiencing scan issues, be aware that per Styku's refurbished unit terms, all prior owner data — including scans and user profiles — is permanently wiped before shipment. You will not have access to any previously stored data. Additionally, cross-generation scan comparisons between a refurbished unit and other hardware generations are not recommended, as differences in cameras and sensors may produce results that are not directly comparable.

Applies to: Styku Studio V5, all Styku scanner models with a V5 or V6 turntable (X2, X2L, X2 Pro)

Related Resources

How do I reset the profiles list in the Styku software?
How do I delete a scan?
My customer's scan profile has the wrong email address, or other incorrect info. How can I fix it?
What are the height and weight requirements?