Documentation

VT Planner Troubleshooting Guide

Safe next actions for blocked VT Planner analyses, energy and car compatibility, email links, account limits, zoning, and incomplete runs.

When VT Planner blocks an action or an analysis does not finish as expected, start with the message and status shown on screen. The sections below explain safe next actions for common situations.

Start With the Visible Status

Read the full message shown near the blocked action or analysis.
Correct the specific condition named in the message.
Confirm that Launch shows Ready before starting another analysis.
If the same message returns after the correction, copy the support details and contact support.

Disabled Launch Button

The page can show a preparation message before the Launch panel is available, a badge beside the selected setup, or a status inside Launch.

What you see	Where	Safe next action
`Save the building first`	Project preparation	Save the building before running an analysis.
`Select a saved elevator setup`	Project preparation	Choose a setup that belongs to the current building.
`Outdated`	Selected setup badge	Save an updated setup after reviewing it against the current building.
`Processing`	`Launch` status	Wait for the queued or running analysis to finish, or request cancellation.
`Action needed`	`Launch` status	Apply or cancel an open Advanced demand draft, or correct the condition described on screen.
`Ready`	`Launch` status	Review the scenario summary, then use the enabled run action.

Outdated Elevator Setup

A saved elevator setup can become outdated after the building changes.

Open Elevator setups.
Review the setup against the current building, including entrances, served floors, and service zones.
Save the updated setup.
Select that saved setup before launching the analysis.

Energy Analysis Is Unavailable

Include energy analysis becomes available in Simulation, Multi-run, and Simulation batch when the selected setup contains a valid energy model.

If the option is disabled or absent:

Select Simulation, Multi-run, or Simulation batch.
Open Elevator setups, configure and save the optional Energy model, then select that saved setup again.
For a car-specific setup, run with energy analysis off or save a group-wide version for the energy study.

Car-specific Settings Block a Run

Run setups with Different settings by car in Simulation, Multi-run, or Simulation batch. Use the group settings for Calculation.

For a Simulation batch, set every varied car count at or above the highest customized car number. Custom settings for Car 3, for example, require at least three cars in every variant.

Read-only Access or Usage Limits

If VT Planner reports that your access is read-only or that a limit has been reached:

Read the complete account notice.
Open Account, then Subscription.
Review the subscription status, project usage, analysis runs, and active jobs.
Ask the account owner to review the subscription when billing controls are unavailable. Contact support if the displayed status or usage appears incorrect.

See Account and Support for the subscription and usage fields shown in the app.

Queued or Running Analysis

Queued means the analysis is waiting to start.
Running means VT Planner is processing the analysis.
Cancellation requested means completed work is being finalized before the analysis stops.

Select Cancel once, then wait while VT Planner finalizes completed work and reports the final status.

If an active analysis is not visible in the current view, review Results for the project. Contact support if the status does not update or you cannot identify the active analysis.

Service-zone Entrance Coverage

Every served floor must belong to at least one service zone. When a building has more than one entrance, every entrance—including Level 0—must be assigned explicitly to at least one zone. A transfer floor must be served by at least two zones.

When Level 0 is the building's only entrance, VT Planner includes it automatically.

Open Building and confirm that the entrance floors match the real building.
Save the building if you changed its entrances or served floors.
Open Elevator setups, then edit the setup for the current building.
Assign every entrance and served floor to the appropriate service zone. Make sure each transfer floor belongs to at least two zones.
Save the updated setup and return to Analysis.

See Zoning and Transfers for the full coverage and transfer-floor workflow.

Advanced Custom Demand

Status	Safe next action
Draft open	Select `Use demand schedule` to apply a valid draft, or `Cancel` to close it without changing the applied demand.
Stale	Reopen Advanced custom demand, review it after the setup or duration change, then apply it again.
`Invalid` or `Review required`	Correct the highlighted errors before applying the schedule or launching the analysis.

If local autosave is unavailable, download the demand schedule as a CSV before leaving the page.

See Advanced Custom Demand for schedule structure, validation, CSV import, and reapplying a stale draft.

Partial or Truncated Run

A partial or truncated run represents the effective duration shown in the result.

Compare the effective duration with the requested duration.
Read the reason shown for the early stop.
Interpret results only for the completed time horizon.
Do not treat the run as equivalent to a full-duration result.
Correct the named condition and run the analysis again when a complete result is required.

Failed or Cancelled Run

Result	Safe next action
Failed with a specific message	Correct the named condition, then retry once.
Failed with a general message	Retry once. If it fails again, copy the support details and contact support.
Cancelled without a result	Start a new run when you need a completed result.
Cancelled with a partial result	Treat the available result as partial and interpret the completed time horizon.

Email Link Is Invalid or Expired

Account confirmation: select Create account again if that action is shown. Otherwise return to login, select Create account, submit the form again, and open the newest confirmation email.
Password reset: return to login, enter your email, select Forgot your password?, and open the newest reset email.

Email links are one-time actions. Opening an older message after requesting a new one may show an invalid or expired-link message.

When to Contact Support

Contact support when:

The same error returns after you correct the condition shown on screen.
An analysis remains queued, running, or pending cancellation longer than expected.
Account status or usage appears inconsistent.
A run fails repeatedly without a specific corrective message.
You cannot save an updated building or elevator setup.

Use Copy support details before writing your message. Include the exact on-screen message and the relevant project, setup, and analysis status. Keep passwords, verification codes, payment details, and client-confidential information private.