Hello,
I’ve had a student come to troubleshoot why when trying to use ‘Add Location’ under ‘Shadows’ is giving her a permission denied screen. I verified she is signed in with her school account and still get the error. I have also replicated the error with my own account.
Please let us know how we can resolve this issue. Thank you!
That is a new one for me @jmanaois. I am curious if you are using the regular web version of SketchUp or if you are using the k-12 version. Can you verify that for me so I can run a quick test on my end and see if there is a server issue? Also, can you post a screenshot of exactly what you are seeing?
Hi,
Here is a screenshot of the issue we are experiencing:
I’m not too sure how to check what version we are using but the URL is edu.sketchup.com
Ok, thanks for letting me know. I’ll ping that server and make sure it is working on our end and will reach out to our expert right away. I will let you know as soon as I hear anything.
Edit: I just pinged the server and it looks like it is working on our end. I am awaiting a reply from our expert.
Thank you for reaching out @jmanaois. Are you and your student able to access Add Location through the main menu at all? Or are you receiving that same message no matter the access point?
Are you logged in using google or Microsoft user?
Check with your IT support if they are blocking any calls. They might be if they are using network filters.
We are getting the same error message no matter the access point.
We are using Google SSO - and I can confirm we are not blocking any calls.
If you are in chrome, can you please click F12 (open dev tools) and try to open add location and send us a screen-shot of the errors in the dev tools console.
That’s very helpful, thank you.
Still trying to get to the bottom of this.
Can you confirm that the system date/time on the machine are correct?
Could you also provide some approximate timestamps for when you’ve experience the issues?
Thanks in advance
I can confirm that system date/time are correct and as I am typing this I am still encountering this issue. Other occurrences were 2pm and 9am yesterday.
Thank you for the timeline, it was helpful during debugging. sorry that it’s taking some time, it’s a hard a problem to diagnose.
We have found something specific to Add Location that we will be looking to patch early next week, but that could be a red herring. I will leave an update on this thread once that deployment has taken place.
I have some questions from the team that manage the authentication servers, if you don’t mind answering.
What is the email domain of the affected account(s)? (feel free to direct message to avoid making this public)
How many accounts are affected? Is it all users/students for your organisation, or just a single user?
Do you experience errors when downloading content from 3D warehouse from the affected accounts?
Thanks
Thank you for looking into this for us. I will DM the domain. All our accounts seem to be affected, and we don’t have any errors when downloading from the warehouse.
The patch for Add Location has now been applied.
Please check if that resolves your issue @jmanaois
Hi, I am still getting the same error when trying to use Add Location
Sorry to hear that!
I will let the authentication team know and see what they can come up with.
Hi @jmanaois, I just made a quick change to an entry in our database. Can you give it a quick test and let me know if that made a difference? If not, can you grab a screenshot of the error and the developer mode console so I can check if it is showing a new error?
Hopefully that is all we need to do to get it working.
Whatever you changed, that worked! I have access again!
Thank you so much.
Great! I am glad that everything is working now. If you need additional assistance please feel free to ask anytime by starting a new thread or sending me a message anytime.
