FAQ

Ensure you are using the most recent login details. The HUB login and password may match your old dashboard login details ONLY if the HUB account was created with the same credentials.

To reset your password go to the Hub login page, provide your email address and press Reset password. To change your password when you're logged in, go to your Account / My Profile.

The VU.CITY HUB is a central platform created for collaboration and management of urban planning projects in a unified environment with the help of our products (VU.CITY App, SiteSolve, etc.)

You can sign up, update account settings, and configure your VU.CITY 3D environment. Details are available on the Account Management page.

Learn about creating and updating organisation settings, roles, inviting members, and more on the Organisation Management page.

VU.CITY Hub offers Personal Drive for individual file management and Project Drive for collaborative project storage. More details can be found on the Personal Drive and Project Drive page.

You can sign up, update account settings, and configure your VU.CITY 3D environment. For detailed instructions, visit the Account Management page.

Please go to Hub login page and Sign Up. Alternatively, follow the invite sent to you via email.

Organisation administrators have full oversight of all projects. However, if it is necessary to restrict access for anyone else, select ‘Invite only’ in the Project Info. More details can be found here.

The ‘Upgrade required’ message usually means that there are currently no assigned licence to a user. To resolve this, please contact your organisation administrator to verify the licence. If the issue persists, please reach out to us.

Heavy and non-optimised models that exceed the recommended size may get stuck at the upload stage. To avoid this scenario, please visit the Model requirements/optimisation page and follow the relevant suggestions.

To enhance the security of our users, we have implemented Multi-Factor Authentication (MFA) and Two-Factor Authentication (2FA), along with several other important safety measures. These security features are automatically activated for all HUB accounts and cannot be disabled by users. While we ma... Show more

The emails can usually be found in All/Spam folders. Also, they may not be delivered due to mail/network restrictions. In these cases, please contact the IT department to verify any blocked VU.CITY mails/IPs (Network configuration and compatibility page). In the meantime, try to re-send the invita... Show more

Heavy or highly detailed models may cause the session to freeze/crash or throw error messages during the import process. To ensure that the model is compatible with the VU.CITY 3D App, please review Model requirements/optimisation page.

The HUB allows to automatically launch 3D environment within your projects. To do so, navigate to the specified project and launch any existing .vu file or proceed with a first launch. More details can be found on this page.

By using the invalid import data, the model may end up importing outside the city boundaries or in a non-expected location or at a wrong size. To import it correctly, please verify the provided data and/or try other parameters (origin software/scale). If the issue persists, please reach out to us w... Show more

Camera Views store a copy of the main scene (user camera) with models, environment settings and other changes at the time of its creation. To update it, select a camera, click on the ‘Main Scene to Camera Views’ button and proceed with the following steps. More details can be found on Visibility st... Show more

Information on using the coverage map, available formats, and pricing can be found on the Purchasing Geometry page.

If your model is not merged into a single solid object (mesh), ZTV will be generated only for the selected part. To avoid this, please use the merge feature of your 3D environment or our Revit/SketchUp plugins (if applicable).

The ‘Unable to connect to session’ message, along with 1006, 5006, 5007 and other errors, can indicate possible network/security restrictions or internet connection/one-time issues. To bypass them, try to wait and re-launch the session or use a different browser. Alternatively, please contact your ... Show more

The Cloud session quality depends directly on the stability of the network connection. Any network issues may impact the stream quality. If the session appears stable, open the Cloud session settings (gear icon in the bottom-left corner), select Change Resolution, and increase the Pixel Ratio.

If the imported settings do not seem to apply correctly, it is important to double-check the compatibility of the source SSLV file with the current project. Ensuring that the input settings are appropriate for the project’s specific requirements is key to resolving these problems and achieving the d... Show more

This can occur when the imported images or models do not fit properly within the site boundaries or other project parameters. To correct this, SiteSolve offers a range of adjustment tools that can be used to scale, rotate, or reposition the imported data, ensuring that it aligns correctly with the r... Show more

One frequent problem is the failure of a file to import. In such cases, it is advisable to first verify that the file format is supported by SiteSolve. Additionally, ensuring that the file is not corrupted is crucial. If the file is particularly large, simplifying the model or reducing the file size... Show more

The error code 'IO_SAVE_EMPTY_FILE' upon exporting to .fbx usually occurs due to certificate version mismatch. To resolve this issue, please visit the Revit plugin page and download the latest Standalone version under the 'Latest Releases' section, or update it via the Auto-Update Service.

Our plugin is compatible with Revit 2022 and newer. Support for future stable versions will be added once released.

The SketchUp plugin crashing usually occurs when using an outdated plugin version. To resolve this issue, please visit the SketchUp plugin page and download the latest Standalone version under the 'Latest Releases' section, or update it via the Auto-Update Service.

While the ‘Fix Shading Smudges’ feature can be used with most models, it may not resolve the issue if the original model has a low number of polygons or if the format conversion has altered the normals. In such cases, try re-exporting the model, or use Blender's built-in tool: Select all meshes -> ... Show more

VU.CITY Auto-Update Service can be used to keep plugins up to date, ensuring compatibility with 3D environments. However, it does not pull updates automatically and requires a manual trigger to start a process. To use the service, please visit the 'Latest Release' section on the Revit/SketchUp page... Show more

With the launch of our refreshed Knowledge Base, some content has been reorganised. As a result, existing bookmarks or saved links may no longer point to the same pages as before. To find the article again, use the search tool. If you’re unable to find what you’re looking for, get in touch with the... Show more