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VT Planner Troubleshooting Guide

Safe next actions for blocked VT Planner analyses, account limits, service-zone validation, advanced demand, 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

  1. Read the full message shown near the blocked action or analysis.
  2. Correct the specific condition named in the message.
  3. Confirm that Launch shows Ready before starting another analysis.
  4. 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Outdated Selected setup badge Save an updated setup after reviewing it against the current building.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Outdated Elevator Setup

A saved elevator setup can become outdated after the building changes.

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

Read-only Access or Usage Limits

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

  1. Read the complete account notice.
  2. Open Account, then Subscription.
  3. Review the subscription status, project usage, analysis runs, and active jobs.
  4. 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 if you need to stop the analysis, then wait for a final status. A cancellation request may not take effect immediately.

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.

  1. Open Building and confirm that the entrance floors match the real building.
  2. Save the building if you changed its entrances or served floors.
  3. Open Elevator setups, then edit the setup for the current building.
  4. Assign every entrance and served floor to the appropriate service zone. Make sure each transfer floor belongs to at least two zones.
  5. 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 may contain useful results, but it did not complete the full requested duration.

  1. Compare the effective duration with the requested duration.
  2. Read the reason shown for the early stop.
  3. Interpret results only for the completed time horizon.
  4. Do not treat the run as equivalent to a full-duration result.
  5. 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 only if the analysis is still needed.
Cancelled with a partial result Treat the available result as partial and interpret only the completed time horizon.

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. Do not include passwords, verification codes, payment details, or client-confidential information.