Why does my Styku scanner intermittently fail to start or complete scans?

If your scanner is failing inconsistently — working one day and not the next, getting stuck on the success screen, or not saving completed scans — this is an issue that requires Styku support to investigate directly. In the meantime, there are a few things you can check and document to help speed up the resolution.

What You May Be Experiencing

These symptoms have been reported together as part of this type of issue:

• Scanner throws errors at the start of a scan
• Scan appears to complete but gets stuck on the success screen
• Completed scans are not saved in Styku Studio
• Patients do not receive their results in the Styku mobile app
• The problem comes and goes — the scanner works on some days but not others
• Frequent software updates seem to coincide with failures

Steps to Try Before Contacting Support

These steps will not always resolve the issue, but they may help in some cases and will give support useful information.

1. Restart the Styku laptop completely — shut it down fully and power it back on. Do not just close and reopen the app.
2. Check your internet connection. Styku Studio requires an active internet connection to sync scan data and validate your license. Confirm the laptop is connected to Wi-Fi or a wired network.
3. Check your physical setup. Confirm that the scanner is positioned correctly: there should be at least 25 inches between the turntable and sensor tower, and at least 14 inches between the turntable and any side or back walls. An incorrectly positioned sensor tower can contribute to scan failures.
4. Wait for any pending updates to finish. If Windows or Styku Studio is in the middle of an update, wait until it completes and the system restarts before attempting a scan.
5. Attempt a test scan with a staff member (not a patient) and note exactly what happens — which step it fails at, what message appears, and whether the scan saves afterward.
6. Take photos or screenshots of any error messages. These are important for support to diagnose the issue.

What to Know About Software Updates

Styku Studio updates automatically when connected to the internet. In some cases, an update may not complete cleanly, which can affect scanner performance. If failures consistently appear after an overnight update, note the date and time and include that in your support ticket — it helps the team correlate the failure with a specific update version.

Viewing Scan Data on Another Computer

If you need to review saved scan profiles while troubleshooting (for example, to confirm whether scans are saving at all), it is possible to install Styku Studio on another Windows computer and log in to your existing Styku account. You will need a viewing license key from Styku to activate the additional device. If you do not have one, you can request it through the Styku Business Portal at https://styku.com/portal.

How to Get Help

Because this issue requires hands-on investigation, contacting Styku support is the recommended next step. Support may request a TeamViewer remote session to access your laptop and investigate directly.

Log in to the Styku Business Portal at styku.com/portal and submit a support ticket using the Need Help? form. You can expect a response within one business day. If you need to schedule a session at a specific time, you can request that when submitting your ticket.

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

If the problem persists, contact support and include: the date(s) and times failures occurred, a description of which step the scan failed at (startup error, stuck success screen, missing saved scan, etc.), photos or screenshots of any error messages, whether failures seem to follow software updates, and the Styku Studio software version shown in the app.

Applies to: Styku Studio V5, S100X scanner — intermittent scan failure behavior

Related Resources

• "Can I access my client's profiles from another computer with Styku?"
• "What are the space requirements to operate the S100X scanner?"