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Error definitions and basic troubleshooting

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

  1. The VU.CITY app will not launch at all (+)
  2. The VU.CITY app launches, shows a red exclamation mark, then closes immediately afterwards (+)
  3. The VU.CITY app launches, but it's really small / you can't see anything (+)
  4. You see a message saying 'Loading licence information' but nothing happens (+)

Launching VU.CITY Cloud

  1. You see a 'start streaming' button, but when you press it nothing happens (+)
  2. You see a message saying 'Starting VU.CITY session' but nothing happens (+)
  3. You see a message saying 'Loading licence information' but nothing happens (+)

Logging into VU.CITY Desktop

  1. You enter your username and password, then click login. Nothing happens (+)
  2. You enter your username and password, then click login. You receive a 'network error' message (+)
  3. You enter your username and password, then click login. You receive an 'invalid data' error message (+)
  4. You enter your username and password, then click login. You receive an 'offline license expired' message (+)
  5. You see 'offline' below the username and password field when you launch the VU.CITY app (+)
  6. You see 'online' below the username and password field when you launch the VU.CITY app (+)

Selecting your city license (Desktop and Cloud)

  1. You click on your city license and see 'retrieving metadata' below your city, and nothing happens (+)
  2. You click on your city license and see 'checking for updates' below your city, and nothing happens (+)
  3. You click on your city license and see 'unable to retrieve metadata' below your city (+)
  4. You click on your city license and see 'starting VU.CITY with selected license' however nothing happens (+)
  5. You click on your city license and see a blank black/brown screen with the VU.CITY menu buttons visible along the bottom (+)
  6. You click on your city licence and see an empty grid with the VU.CITY menu buttons along the bottom of the screen (+)
  7. You click on your city licence, then see a red lock symbol, and a message that the licence is being updated by another user (+)

Once the 3D city model loads (Desktop and Cloud)

  1. When clicking Developments / Load Project, you cannot see any of your projects (+)
  2. When clicking Developments / Import / Download (the cloud icon), you cannot see any of your models (+)
  3. When you try to save a project or model, you receive an 'upload failed' message (+)
  4. When you try to save a project or model, you receive an 'unable to upload a model not imported in this session' message (+)

Other issues

  1. Your issue is not listed above, or cannot be resolved with the steps suggested above (+)



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