Why is my turntable not detecting weight after upgrading to Styku Studio V5?

After upgrading to Styku Studio V5, some scanners stop detecting weight on the turntable, which prevents scans from completing. Restarting the laptop and turntable alone does not always fix this — the issue is typically a sensor communication problem introduced by the update, and Styku support can diagnose and resolve it with you directly.

Note: Per Styku's update guidance, before installing or reinstalling any version of Styku Studio, you should disconnect your Styku turntable and sensor from the computer first. If you did not do this before upgrading to V5, reconnecting the hardware after a clean reinstall may resolve the weight-detection issue.

What to Try First

Disconnect the turntable and sensor from the laptop — unplug both USB connections, wait 10 seconds. (This is also the recommended first step before any Styku software installation or update.)
Power-cycle the turntable — switch it off using its power switch, wait 10 seconds, then switch it back on.
Restart the Styku Studio software — close the app fully, then relaunch it.
Reconnect the turntable and sensor — plug the USB cables back in firmly.
Restart the laptop — do a full shutdown (not sleep), wait 30 seconds, then power it back on.
After the laptop restarts, open Styku Studio and attempt a test scan to see if the turntable now detects weight.

If you suspect the V5 installation itself was the cause, you can download the latest version of Styku Studio from the Styku software download link and reinstall it — remembering to disconnect your turntable and sensor before doing so. Note that the update process typically takes 10–30 minutes to complete.

A Note on Your Scan Data

If you are concerned about losing client data after the upgrade, your scan data is safe. Styku stores scan data and customer profile information in two places — on your local computer and on cloud servers. Updating to a new software version will not delete your scans or customer profiles; previous data may simply be re-measured to use the latest measurements.

If the Problem Persists

These steps resolve the issue for some customers, but the V5 update can cause a deeper sensor communication failure that requires remote troubleshooting. Support will need to connect to your scanner laptop remotely to investigate further.

Before contacting support, gather the following:

Whether the issue affects new scans, existing client scans, or both
The approximate date and time the problem started
The names or IDs of any clients whose scans failed (to help trace specific scan logs)
What you see on screen when weight detection fails — for example, a blank weight field or an error message

How to Contact Support

Styku does not have a phone support line. The fastest way to get help is to submit a ticket:

Option 1 (preferred): Log in to the Styku Business Portal at styku.com/portal and complete the support ticket form.

Target response time is 1 business day. Support will likely ask to connect to your scanner laptop remotely to run diagnostics, so have your laptop available when they reach out.

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

If the problem persists, contact support and include: whether the issue affects new or existing client scans (or both), approximate date and time the problem began, names or IDs of affected clients, and a description or screenshot of what you see on screen when weight fails to register.

Applies to: Styku Studio V5 Beta; Styku X2L, X2, and X2 Pro scanners with V6 or V5 turntable

Related Resources

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