Why is my scanning tower USB connection damaged and what are my replacement options?

If the USB connection on your scanning tower is physically broken or damaged, your scanner will be unable to capture scans until the hardware is replaced. There is no field repair for this component — the tower itself needs to be replaced. Depending on your warranty status, you have two options to get back up and running.

What causes this issue

The USB cable extends from the back of the camera tower to your laptop. This connection can become damaged through everyday wear, accidental pulls, or repeated setup and teardown. Once the cable end or port is physically broken, the tower cannot communicate with the laptop and scanning is not possible.

Your replacement options

If your scanner is out of warranty, you can choose one of the following:

StykuCare Plan — $499/year An annual hardware protection subscription that covers your scanning tower, sensor, cables, laptop computer, and turntable. Once enrolled, Styku will replace your damaged tower at no additional cost. This plan also includes priority support and ongoing coverage against accidental damage going forward.
Direct Out-of-Warranty Replacement — $1,150 + shipping A one-time purchase of a replacement tower with no ongoing subscription required. This option covers the immediate hardware need only and does not include future accidental damage protection.

Considering upgrading or offloading your current system?

Available to US customers only: the Styku Consignment Program is limited to customers in the continental United States. If your scanner is outside the USA (for example in the UK, Canada, Europe, or Australia), you are not eligible for the Consignment Program. Your option in that case is to sell the hardware privately — the new owner contacts Styku, pays the one-time onboarding fee, and starts their own subscription, while you cancel your own subscription.

For customers in the continental United States, the Styku Consignment Program may be worth exploring if you are weighing whether to replace your tower or transition to a newer system altogether. Per the Styku Consignment Program policy, eligible customers can return a fully functional Styku system for potential resale, with a payout issued once the unit is successfully shipped to a new buyer. Eligible models include the S100x, X2, X2 Hub, X2+, X2 Pro, X2 MD, Pro Hub, and X2L; note that S100 models are not eligible. The program is available only within the continental United States, and all eligibility determinations made by Styku are final and binding. Contact Styku support to begin the pre-approval process.

How to proceed

Decide which option fits your situation — ongoing protection (StykuCare) or a one-time replacement.
Contact Styku support using the steps below to let the team know your choice.
Styku will confirm your order details and arrange shipment of the replacement tower.
When the replacement arrives, connect it to your laptop using the USB cable and resume scanning.

While you wait for your replacement

Your scan data, member profiles, and software remain intact on your laptop. No data is lost due to a hardware issue with the tower.

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

If the problem persists, contact support and include: your scanner model, a photo of the damaged USB connection on the tower, your business name and location, and confirmation of which replacement option you would like to proceed with. Submit a ticket through the Styku Business Portal.

Applies to: All Styku scanner models with a camera tower USB connection, including Styku X2L, X2, X2 Pro, and S100x configurations. Note that the base S100 model is not eligible for the Consignment Program should that option be relevant to your situation. The Consignment Program is available to customers in the continental United States only.

Styku Consignment Program — Overview and Eligibility

Still need help? Submit a service ticket in the Styku Business Portal.