Cannot access Pro 2025. Lic. Shows as Active but No Products showing in Admin Console

Technical Problems SketchUp
1

I am posting in hope that customer service will respond to my issue.

I have a Sketchup Pro annual subscription which repurchases annually in Jan. Beginning in July I began to have issues Logging in to Sketchup Pro 2025 at work (1st seat). I haven’t been able to open files from this seat since that time.

Fast forward to this month, I can now no longer access from my 2nd seat either. I can log in to the Admin Console where it shows me as “Active” but I now have no products assigned to my company and there are no expired products either.

I can access by opening Sketchup Pro 2023 and selecting a reclaimed drawing, However when selecting “Help” and “Contact Us” it will open the page but not logged in. When selecting “Manage Licensing” a pop up opens with “Subscription status: Active” and a “Manage Subscription” tab. Selecting the tab briefly opens the Admin Portal but it then quickly switches to a “Sorry we are down for maintenance” Page.

Customer support keeps telling me to log out of all seats through the Admin Console… However, as I said above THERE IS NO PRODUCT FOR ME TO LOG OUT OF ON THE ADMIN CONSOLE!

I freely state that this may be a hardware issue on my end or some bonehead oddness which I am unwittingly responsible for, and I eagerly await being told what dumb thing I have done or failed to do. I am more than willing to bear the mocking jibs of the community -I just need to get back to work!

FYI- Yes, I have logged out and back in. Yes, I have removed and re-downloaded 2025. Re-set both computers to a recovery date from before July of this year and I have swapped out and tried different desk and laptops at both 1st & 2nd seat locations without success.

-?

2

… because, it is down for maintenance.

3

I checked, and the email address you use in the forum is assigned a Pro subscription, and it should be working ok.

The signing out that Support will have mentioned only means signing out from within SketchUp. If the account management page was not being worked on right now, you could try the deauthorizing steps as well, then try a fresh sign out and sign in again.

4

Has it been down for maintenance for the past 2 months? That’s how long I’ve been seeing it.

5

I doubt it. Likely a bug somewhere.

Have you tried renaming or deleting the login_session.dat file at:
%AppData%/SketchUp/SketchUp 2025

?

6

Hi @OAAT, I sent you an email so we can look into your account together. Please keep an eye out for an email from SketchUp Support.

1 Like
7

I had not tried that! I just did and it seems to have worked! I will try my work seat tomorrow. In the meantime -thankyouthankyou!