Skip to main content

Connection Troubleshooting

This guide covers the two most common connection problems: not being able to reach the Vū Studio website, and Vū Studio being unable to connect to your Media Server.

Problem 1: Can't Load Vū Studio​

Symptom: one.vu.studio won't load in the browser, or the Media Server display shows "No internet connection."

Step-by-step diagnosis​

  1. Test general internet access — open a browser on the affected device and try google.com. If Google doesn't load, you have a general internet connectivity issue, not a Vū-specific one.

  2. Try a different network — if possible, connect the device to a mobile hotspot or different Wi-Fi network. If it works there, the issue is with your local network.

  3. Try a different device — connect a second device to the same network and try loading Vū Studio. If the second device works but the first doesn't, the issue is with the original device, not the network.

  4. Restart networking hardware — restart your router/modem, especially if multiple devices are affected.

  5. Check firewall/proxy — if you're on a corporate or campus network, your IT team may be blocking required domains or ports. See the Network & Firewall Requirements →.

Problem 2: Vū Studio Can't Connect to the Media Server​

Symptom: The connection indicator in Vū Studio is red or flashing yellow, and you can't send commands to the display.

Understanding what the indicator means​

  • 🟢 Green — Connected. Your account name appears at the bottom right of the display.
  • 🟡 Yellow flashing — Attempting to connect. Usually resolves in a few seconds.
  • 🔴 Red — Connection failed. Action required.

Step-by-step resolution​

1. Verify the system ID Click the gear icon (Settings) in Vū Studio's top right corner and confirm the system ID matches the ID shown on the display. An incorrect ID is the most common cause of connection failure.

2. Refresh the browser Press F5 or Cmd+R to reload the page. Sometimes a stale WebSocket connection just needs a fresh start. After refreshing, check if the indicator turns green.

3. Restart the Media Server software In Vū Studio Settings, click Restart Media Server and confirm when prompted. The Vū Media Server software on the Windows machine will shut down and restart. Once it restarts, refresh your browser tab to reconnect.

4. Manually restart on the Windows machine If the remote restart doesn't work:

  • On the Windows machine, press the Start button
  • Right-click the Vū Studio icon in the taskbar
  • Select Close Window
  • Wait 10 seconds, then click the Vū Studio icon to restart it
  • Refresh your browser tab to reconnect

5. Check internet access on the Windows machine The Vū Media Server software needs internet access to connect to the MQTT broker and Supabase. Open a browser on the Windows machine and try loading one.vu.studio. If it doesn't load, the machine has no internet — fix that first.

Still Not Working?​

If you've gone through all the steps above and the system is still not connecting:

  1. Press F12 on a keyboard connected to the Windows machine to open the Operator Menu
  2. Use the diagnostic tools there to check system status
  3. Use the Send Logs option to automatically send diagnostic logs to the Vū support team

Or contact support directly: