FAQ

Early Access provides access to the next generation of the VU.CITY platform.

Access is currently being provided in phases. Your Account Manager will work with your designated admin to assign access to the relevant users and provide all instructions.

You can register your interest using the VU.CITY website, or by contacting your account manager.

The Knowledge Base contains documentation for both the legacy application and Early Access, providing a single location for all VU.CITY product documentation.

Articles are organised into sections according to the application they relate to. Follow the documentation for the version of VU.CITY that is available to the account.

Yes. The legacy application remains available and fully supported while Early Access continues to evolve.

Early Access is under active development, and functionality is being added over time. Some workflows may currently only be available in the legacy application, others are only possible in Early Access.

The legacy application will eventually be retired. Migration timelines and end-of-life dates will be communicated in advance.

Yes. The legacy application remains available and the migration date and end-of-life date will be confirmed and communicated in advance.

The Knowledge Base contains articles for both the legacy application and Early Access. Look for the section that matches the version you are using.

You can share feedback using the lightbulb icon in the bottom-right corner of the application, or request support through the Knowledge Base.

No. All legacy projects will be migrated as part of the transition, so your work will not be lost. Full details and timelines will be communicated in advance.

Migration plans and timelines will be communicated clearly by your Account Manager and ahead of time, including any important dates and actions required.

Migration plans and timelines will be communicated ahead of time, including any important dates and actions required.

Following migration, your projects will be available in the new platform, which becomes the primary place to work. The legacy application will remain accessible for reference, and will move to read-only at a point that will be confirmed in advance. Once migrated, we recommend continuing all work in ... Show more

Being invited to an organisation does not automatically grant access to its content. A member must also be granted permission to the organisation’s top-level folder, a specific folder, or an individual file before any content becomes visible.

If no permissions have been assigned yet, the organisation root folder will appear empty. Once access is granted to content, it becomes visible according to the assigned permission.

The folder is likely shown with Limited access. This means access has been granted to content further down the folder structure. The folder itself has not been shared and is only visible to provide a path to the shared content.

Permissions are applied independently to folders and files. A member may have Editor access to one folder while only having Viewer access to another.

The file has probably been given an explicit permission. Explicit permissions only apply to the item they are assigned to and do not automatically grant access to parent folders.

Permissions only flow down the folder hierarchy. Changes made to one folder do not affect sibling folders.

Explicit permissions only take precedence when they provide a higher level of access. If the inherited permission is already higher, it continues to apply.

No. Inherited permissions always continue down the folder hierarchy. To provide different access to a specific folder or file, apply an explicit permission.

No. Permissions can only be increased through an explicit permission. To reduce access, change or remove the permission higher up the folder hierarchy.

Check whether another permission still applies. A user may retain access through: another parent folder another explicit permission All Members organisation administrator access

Not necessarily. Inherited permissions update based on the new location, while explicit permissions remain with the file.

Inherited permissions update to match the new parent folder. Any explicit permissions applied directly to the folder remain unchanged.

For security reasons, shared content from another organisation hides intermediate folders. Only the organisation’s top-level folder and the shared folder are displayed.

Yes. Ownership can be assigned independently on individual folders.

No. Moving content only changes inherited permissions based on its new location. It does not automatically make content visible to other members.

There are several reasons why a member may not be able to see content after access has been granted. The steps below cover the most common causes. 1. Confirm permission has been assigned Being a member of an organisation does not automatically provide access to its content. A permission must be... 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.

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

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