Why isn't biometric data (including Key Biometrics) showing on my viewing device after upgrading Styku Studio?

After your main scanning device upgrades to **Styku Studio, any paired viewing-only license must run the same version to display biometric data correctly — including the Key Biometrics view. Until both devices are on the same version, the viewing device may show incomplete or missing biometric data. In most cases, the viewing device will prompt you to update automatically; accepting that prompt resolves the issue.

What's happening

Styku Studio V5 is a significant software update. Styku allows you to install a viewing-only license on a second Windows computer (such as a laptop or tablet) so staff can review scan results and biometrics outside the scanning room — for example, during a sales consultation. When the scanning device updates to a new major software version like V5, the viewing license must also be updated to match. Until that happens, certain data views — including Key Biometrics — may not display correctly on the viewing device.

Note: Updating the software will not cause you to lose any existing scans or customer profiles. If you update to the latest software version, your previous data may be re-measured to use the latest measurements, but your scans and customer profiles will be preserved.

How to fix it

Step 1 — Check for an automatic update prompt

1. Open Styku Studio on the device running your viewing-only license.
2. Watch for a software update prompt. If one appears, select Update and allow the installation to complete.

   Note: The update process takes approximately 10–30 minutes. Please schedule time accordingly.

3. Once the update finishes, relaunch Styku Studio and verify that biometric data — including the Key Biometrics view — is now visible when you open a scan result.

If an automatic update prompt appears and you complete this step successfully, no further action is needed.

Step 2 — If no update prompt appears: manually download and install

If the viewing device does not prompt an update automatically, manually download and install the latest version:

1. Important: Disconnect your Styku turntable and sensor from the computer before beginning.
2. Download the latest software from the Styku Studio download page and hover over the file to reveal the download option.
3. Click the download button on the next page, then click Download anyway when prompted.
4. Once downloaded, click Open file in the top right of your browser.
5. Click Install on the Styku window that opens.
6. Click Launch to open the app.
7. When prompted to log in, use your existing email and password.

   Important: Do not choose Create Account — there is no need to create a new account. If you have forgotten your password, use the Forgot Password button to reset it.

8. When prompted, input the viewing license key provided by Styku to activate the device under your Styku account.
9. Choose your software preferences and press Finish once the setup process is complete.
10. Open a scan result and confirm that biometric data — including the Key Biometrics view — displays correctly.

Don't have a viewing license key? Submit a request through the Styku Business Portal at styku.com/portal and Styku will generate one for you.

Step 3 — If the issue still persists

Confirm the following:

• The scanning device is running Styku Studio V5 (check the version number in the app).
• The viewing device has an active internet connection — the app requires connectivity to detect and download updates.
• The viewing license key has been entered correctly and the device is activated under your Styku account.

If the problem is still not resolved after confirming the above, contact Styku support (see below).

What is a viewing-only license?

A viewing-only license lets you install and run Styku Studio on a second Windows computer to display scan results and biometrics — without scanning capability. It is separate from the main scanning license and must be kept on the same software version to display data correctly.

To set up a viewing-only license on another Windows computer: download the latest Styku Studio software, launch it, log in to your existing Styku account, and input the viewing license key provided by Styku when prompted to activate the device.

Tips to avoid this issue in the future

• Whenever your scanning device receives a major software update, check your viewing device shortly afterward to see if an update prompt appears.
• If no prompt appears within a day or two of the scanning device updating, contact support proactively to synchronize the viewing license.
• Ensure the viewing device maintains an active internet connection so it can detect available updates.

How to reach support

• Styku Business Portal: Log in at styku.com/portal to submit a support ticket or request a viewing license key.
• Target response time is 1 business day.

When contacting support about this issue, please include:

• The viewing license key for your viewing-only device
• The current Styku Studio version shown on both the scanning device and the viewing device
• The make and model of the viewing device
• Whether an update prompt appeared or not
• A description (and if possible, a screenshot) of what is or isn't displayed when you open a scan on the viewing device — for example, the Key Biometrics screen showing missing data

Applies to: Styku Studio V5 (Beta), viewing-only licenses installed on a secondary Windows computer used alongside any current Styku scanner configuration.

Related Resources

• Can I access my client's profiles from another computer with Styku?
• 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?