If you are unable to launch or sign into the VU.CITY app, or save/load projects and models, click the following button to test the VU.CITY system status (green = online, red = offline):
If all of our services are online, but you are nevertheless unable to launch, sign in, or save/load your work, please review the following (click to expand):
Launching VU.CITY Desktop
The VU.CITY app will not launch at all (+)
Right-click on the VU.CITY application, and choose "Run as administrator." Note you may need support from your IT team to do this. If you are able to run the app as an administrator but not as a regular user, please escalate to your IT team so that your account can be given the appropriate permissions to run the application.
If you cannot run VU.CITY as an administrator, it may be being blocked by your security software. Please escalate to your internal IT department to ensure use of VU.CITY is trusted by your security software, and allowed through your corporate network as per our setup guide.
The VU.CITY app launches, shows a red exclamation mark, then closes immediately afterwards (+)
This can occur if your computer is not fitted with a high-performance graphics processor (GPU), if your computer is in a power-saving mode that disables your high-performance GPU, or if your graphics drivers need to be updated. Please check that you are running VU.CITY on suitable hardware, that your graphics drivers are up-to-date, and your system video settings allow VU.CITY to use your high-performance GPU.
The VU.CITY app launches, but it's really small / you can't see anything (+)
This can occur due to your resolution settings. Quit the VU.CITY app, then hold the left shift key while launching VU.CITY again. This will let you adjust VU.CITY's resolution settings before the app opens.
You see a message saying 'Loading licence information' but nothing happens (+)
This is usually caused by not having a licence assigned to your user. Please check with one of your admin users that you have a city licence assigned.
Launching VU.CITY Cloud
You see a 'start streaming' button, but when you press it nothing happens (+)
This most commonly happens when using Windows 7 (we recommend Windows 10). Windows 7 users can get around it by using Firefox as their browser.
You see a message saying 'Starting VU.CITY session' but nothing happens (+)
This can take some time if you are on a busy network, though it can also be caused by issues with your web browser. If it takes more than a minute, close your browser tab and try again. If it persists, try using a different web browser (we recommend Firefox or Chrome).
You see a message saying 'Loading licence information' but nothing happens (+)
This is usually caused by not having a licence assigned to your user. Please check with one of your admin users that you have a city licence assigned.
Logging into VU.CITY Desktop
You enter your username and password, then click login. Nothing happens (+)
If you have successfully logged in before on the computer you are using, close VU.CITY, go to C:/VUCITY/users/ and delete the folder with your username on it, then relaunch VU.CITY and try logging in once more.
If you have never successfully logged into VU.CITY on the computer you are using, VU.CITY may be being blocked by your security software. Please escalate to your internal IT department to ensure use of VU.CITY is trusted by your security software, and allowed through your corporate network as per our setup guide.
You enter your username and password, then click login. You receive a 'network error' message (+)
VU.CITY may be being blocked by your security software. Please escalate to your internal IT department to ensure use of VU.CITY is trusted by your security software, and allowed through your corporate network as per our setup guide.
You enter your username and password, then click login. You receive an 'invalid data' error message (+)
Though our server is online, you cannot get through the login gateway. Errors like this are usually caused by attempting to log in using a deprecated version of VU.CITY, so please check that you're using the latest version. If you are using the latest version but still encounter the error, please open a support case if you receive this error.
You enter your username and password, then click login. You receive an 'offline license expired' message (+)
VU.CITY is unable to connect to the internet, and you have not signed into VU.CITY for more than 5 days. Please check that your device is connected to the internet. If it is, but the issue persists, VU.CITY may be being blocked by your security software. Please escalate to your internal IT department to ensure use of VU.CITY is trusted by your security software, and allowed through your corporate network as per our setup guide.
You see 'offline' below the username and password field when you launch the VU.CITY app (+)
VU.CITY is unable to connect to the internet. Please check that your device is connected to the internet. If it is, but the issue persists, VU.CITY may be being blocked by your security software. Please escalate to your internal IT department to ensure use of VU.CITY is trusted by your security software, and allowed through your corporate network as per our setup guide.
You see 'online' below the username and password field when you launch the VU.CITY app (+)
The 'online' notice will only appear if VU.CITY was 'offline' at least once since launching the app. Therefore seeing 'online' may suggest an intermittent/busy network connection. You can still use VU.CITY, however you may experience issues saving/loading, so it is recommended you connect to a faster/more stable network if available.
Selecting your city license (Desktop and Cloud)
You click on your city license and see 'retrieving metadata' below your city, and nothing happens (+)
This may suggest an intermittent/busy network connection that may affect saving/loading performance, and your ability to download in-app updates. If this occurs, click your city license again to retry.
You click on your city license and see 'checking for updates' below your city, and nothing happens (+)
This may suggest an intermittent/busy network connection that may affect saving/loading performance, and your ability to download in-app updates. If this occurs, click your city license again to retry.
You click on your city license and see 'unable to retrieve metadata' below your city (+)
This may suggest an intermittent/busy network connection that may affect saving/loading performance, and your ability to download in-app updates. If this occurs, click your city license again to retry.
You click on your city license and see 'starting VU.CITY with selected license' however nothing happens (+)
Please wait, as your computer may need more time to load the 3D environment. If the wait is unusually long, please check that your computer is not in a power-saving mode (laptops may need to be connected to mains power for example), and ensure you're using suitable hardware
You click on your city license and see a blank black/brown screen with the VU.CITY menu buttons visible along the bottom (+)
This can occur if your computer is not fitted with a suitably powerful graphics processor (GPU), your high-performance GPU is not in use, or if your graphics drivers need to be updated. Please check that you are running VU.CITY on suitable hardware, that your graphics drivers are up-to-date, and your system video settings allow VU.CITY to use your high-performance GPU.
You click on your city licence and see an empty grid with the VU.CITY menu buttons along the bottom of the screen (+)
VU.CITY is unable to find any 3D assets to render your city model with. Please make sure you downloaded all asset updates when you select your city license. If you have already downloaded all updates, please validate them by holding down the Ctrl key as you click on your city of choice.
You click on your city licence, then see a red lock symbol, and a message that the licence is being updated by another user (+)
This can occur if you are sharing your 3D assets with another user (see here for information about shared assets) and another user is currently updating them. In that case, you will need to wait for the other user to finish.
If there are no other users updating the assets, you can manually override the lock by closing VU.CITY, going to C:/VUCITY/assetbundles/YourCityName/ and delete the file containing "LOCK" in the filename.
Once the 3D city model loads (Desktop and Cloud)
When clicking Developments / Load Project, you cannot see any of your projects (+)
You are either signed in using offline mode (i.e. you are not connected to the internet) or VU.CITY may be being blocked by your security software. If you are connected to the internet, please escalate to your internal IT department to ensure the appropriate IP addresses are allowed through your corporate network as per our setup guide.
When clicking Developments / Import / Download (the cloud icon), you cannot see any of your models (+)
You are either signed in using offline mode (i.e. you are not connected to the internet) or VU.CITY may be being blocked by your security software. If you are connected to the internet, please escalate to your internal IT department to ensure the appropriate IP addresses are allowed through your corporate network as per our setup guide.
When you try to save a project or model, you receive an 'upload failed' message (+)
This may suggest an intermittent/busy network connection that may affect saving/loading performance, and your ability to download in-app updates. This can also be exacerbated by large models. If this occurs, try saving again, reducing the file size of the models you are trying to import and save, or connecting to a faster/more stable network if available.
When you try to save a project or model, you receive an 'unable to upload a model not imported in this session' message (+)
This is expected behaviour and does not relate to your network connection. Please review our VU.CITY Drive documentation for more details.
Other issues
Your issue is not listed above, or cannot be resolved with the steps suggested above (+)
Please open a support case explaining your issue (the form is at the bottom of the linked page).
support@vu.city
020 8432 7000 - Monday to Friday, 9am - 5:30pm GMT
Log in
