Why isn't my Styku scanner completing or processing scans correctly?

If your Styku scanner is not completing scans correctly or is giving unexpected results, this issue requires hands-on investigation by the Styku support team. A support agent will connect with you directly via a remote screen-sharing session to diagnose the root cause.

Before You Contact Support: Quick Checks

These steps won't fix every problem, but they help rule out simple causes and give support agents a head start.

1. Check your internet connection. Styku requires an active internet connection to process scans and validate your license. Make sure the scanner laptop is online.
2. Check all cable connections. Confirm the camera tower's USB cable and the turntable's USB cable are both firmly plugged into the laptop. Unplug and re-seat them if unsure.
3. Check the turntable power adapter. Make sure the turntable is plugged into a working wall outlet and that its power indicator is on.
4. Check your scanning environment. Reflective objects, the absence of a backing wall, natural light coming in from windows, or other environmental factors can cause inconsistencies in measurements or failed scans. Block or close any nearby windows and remove reflective objects from the scanning area.
5. Check scan subject posture and clothing. Posture and clothing can affect the repeatability of measurements. Make sure scan subjects stand consistently each time they are scanned.
6. Restart the Styku Studio software. Close the app completely and reopen it, then attempt a new scan.
7. Restart the laptop. A full restart can resolve temporary software or connectivity issues.

If You Are Seeing Inconsistent Measurements Between Scans

If the scanner is completing scans but the results — such as body fat percentage or other measurements — look inconsistent between sessions, check the following before contacting support:

• Verify weight and height values for each scan. Open both scans in the software. The weight is listed in the Body Metrics tab, Body Composition section. Switch between scans using the drop-down menu at the top of the 3D view. If a weight value is incorrect, it can affect body fat % and other measurements. To correct an error, go to Settings > Edit Scan to edit the scan information.
• Confirm both scans were captured in the same location. Scanning in two different environments can result in measurement inconsistencies between scans.

What Happens Next: Remote Diagnosis

If the steps above don't resolve the problem, a Styku support agent will schedule a remote session with you. Here's what to expect:

• TeamViewer remote session: The agent will ask you to open TeamViewer on the scanner laptop. If TeamViewer is not installed, download it from teamviewer.com and follow the installation prompts. Once open, share your ID and Password (shown in the Remote Control section of the TeamViewer window) with the support agent.

How to Reach Support

Log in to the Styku Business Portal at styku.com/portal and submit a support ticket using the Need Help? form. A support agent will respond within one business day. When you submit your ticket, include as much detail as possible about what is happening (see below).

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

If the problem persists, contact support and include: a description of what the scan does (or doesn't do), any error messages shown on screen, the Styku Studio software version (visible in the app settings), which scanner model you have, whether the issue happens on every scan or only sometimes, and your TeamViewer ID and Password if a remote session has been requested.

Applies to: Styku Studio V5, all Styku scanner models (X2L, X2, X2 Pro, S100)

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