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Troubleshooting & FAQ

Common issues and how to resolve them. If you're still stuck, contact [email protected].

Install & launch

SmartScreen blocks the installer

The current build is not yet code-signed, so Windows shows a "Windows protected your PC" SmartScreen prompt on first run — and the installer's admin (UAC) prompt reads "Unknown publisher." This is expected for a newly published app and does not mean anything is wrong. As long as you downloaded it from the official link on vitruai.com, to continue:

  1. On the blue "Windows protected your PC" dialog, click More info.
  2. Click the Run anyway button that appears.
  3. When Windows asks for admin permission ("Unknown publisher"), click Yes — the installer needs admin rights to register the add-in under C:\ProgramData\Autodesk\Revit\Addins.

Only ever run the installer downloaded from the official link. (Prefer extra assurance? Verify the SHA-256 checksum published with each release.) A code-signed build that removes this prompt is planned for a later release.

A runtime/prerequisite is missing

The add-in can fail to load (or fail silently) if a required .NET runtime isn't installed. Install the one your Revit needs, then restart Revit:

Make sure Revit is closed during installation.

The add-in doesn't load in Revit

If the VitruAI tab doesn't appear in the Revit ribbon:

  1. Close Revit completely, then reinstall VitruAI with Revit closed — this is required for the add-in to register.
  2. Confirm your Revit version is supported (2024 / 2025 / 2026) — check File → About.
  3. Confirm the add-in manifest exists at C:\ProgramData\Autodesk\Revit\Addins\<year>\.
  4. Check the logs in %APPDATA%\VitruAI\Logs for load errors.

Sign-in

I can't sign in

  • Double-check your email and password.
  • If your email belongs to more than one firm, make sure you picked the right firm at sign-in.
  • If your firm uses single sign-on, use the SSO option rather than a password.
  • If you have two-factor authentication, complete the second step when prompted.
  • If sign-in fails with a server error, wait a moment and retry; if it persists, contact support.

I was invited but can't join

Open the invite link you were sent and accept it. If the link has expired, ask an owner or admin to resend or issue a new invite. If you already belong to another firm, accepting creates a separate account for the new firm — that's expected.

Running checks

The agent can't reach my Revit model

The agent talks to Revit through a local bridge installed with VitruAI. If a check reports it can't read the model:

  1. Make sure Revit is open with the project loaded, and VitruAI is launched from the VitruAI ribbon tab.
  2. Make sure you're signed in in the VitruAI window.
  3. If you have more than one Revit session connected, confirm the session picker is pointing at the right one (see below).
  4. Restart Revit (with VitruAI) to re-establish the connection.
  5. Check %APPDATA%\VitruAI\Logs for connection errors.

Working with more than one Revit session

You can connect several Revit machines or open models to the same account at once — each is a separate connected device and a separate live session.

  • When more than one session is live, a session picker appears. Choose which Revit instance a check should target; your choice is remembered for the conversation.
  • If you don't pick one and several are open, VitruAI asks you to choose rather than guessing — so a check never lands on the wrong model.
  • With a single session connected, it's selected automatically.

If a check seems to target the wrong model, open the session picker and confirm the right device / document is selected.

A rule comes back Indeterminate, NeedInfo, or unexpected

  • Some rules can only be checked visually, and only when the required annotations, dimensions, tags, or markings are present in the relevant Revit views or sheets — add them and re-run.
  • Some rules need additional information to be fully verified; provide it in the chat and re-run.
  • A few known rules may not yet produce the expected result. If a result looks wrong, contact support with the report.

See Concepts → statuses for what each status means.

A check is blocked: out of credits

VitruAI meters AI work against your firm's credit pool.

  • "Your firm's credit pool is out of credits…" — the shared pool is empty. An owner or admin can top it up on the Billing page; checks resume immediately after.
  • "You've used your usage allowance for this billing cycle…" — you've hit your per-member cap. It resets next cycle, or an admin can raise it.

Both messages link to Billing. See the Firm-admin guide → Billing.

Network / connectivity

Behind a proxy or restricted network

VitruAI needs to reach app.vitruai.com (and the documentation/support sites). If your firm is behind a corporate proxy or firewall:

  • Allow outbound HTTPS to app.vitruai.com.
  • If your network requires a proxy, configure it at the OS level so the add-in's connection uses it.
  • If connections fail only on the office network but work elsewhere, suspect the proxy/firewall and ask your IT team to allow the VitruAI endpoints.

Reports

Where are my reports?

Saved reports live in the Reports tab of the VitruAI window in Revit (not in the web app). They're stored locally under %APPDATA%\VitruAI\Reports. Saved reports are written when you run checks inside a project — see Concepts → Reports.

Export a report

In the Reports tab, select a report and use Export → PDF or Export → Excel.

FAQ

Do I need both the add-in and a web account? Yes. The add-in connects the agent to your Revit model; your firm account is how you sign in, run checks, and manage billing and team.

Can I use VitruAI on Mac? The add-in runs inside Autodesk Revit on Windows.

Which Revit versions are supported? 2024, 2025, and 2026.

How is usage billed? Per seat (per month) plus a prepaid credit pool that AI checks draw down. See the Firm-admin guide → Billing.

How do I get help? Email [email protected]. Including the relevant report and the logs from %APPDATA%\VitruAI\Logs helps us help you faster.