I’m the sole account owner of a one-person business SketchUp account (UK). I’m trying to submit a technical support ticket (not an access/sign-in issue) via help.sketchup.com/en/contact-support/technical-question, but after signing in with my Trimble ID I get the following error:
“We are sorry, but you do not have access to support cases. Please contact your organization’s administrator for more information.”
There is no administrator on this account other than myself — I am the account owner. I’ve already tried:
Clearing cookies for Trimble/SketchUp sites
Signing in via a private/incognito browser window
The error persists in both cases, so this appears to be a permissions issue on my account rather than a browser/session problem.
Could someone please either:
Grant my Trimble ID the correct Support Center access permissions, or
Log the technical issue I’m trying to report on my behalf?
My technical issue is: I cannot use Layout at all, and really frustratingly can’t create a support ticket request via Trimble log in to get help sorting it. In Layout as soon as my model has been sent to layout, when i click into the viewport or try to make a minor edit, i get the yellow triangle and it stays, Layout freezes. I have been advised my 8GB memory should be enough to manage the simple model i am using
While you wait for some help from Trimble, maybe you can send your .skp file to LayOut and share the file with us so we can see what you are working with. It might be that the issue can be solved. Are you still using SketchUp/LayOut 2024? And the Intel Iris graphics card? What version of MacOS?
Hi Dave great to hear form you. I am using 2026 and this Intel Iris Plus Graphics 1536 MB.
I have had to switch to the Classics Graphics card in SketchUp to get the Tape Measure Guide point to work, i haven’t switched back to Advanced, not sure if that makes any difference here. I have had a colleague take me through changing Style to Wires etc to reduce the weight of the model, but that didnt make any difference when sending to Layout, same freeze etc
Alternatively, you can press the “support” button on your SketchUp portal where you manage your subscription, that takes you to a different page that should work.
Probably not. The new graphics engine requires a graphics card that can support it. The integrated Intel GPU isn’t up to the task.
Yes. The LayOut file. Better to leave it as it is and share the file via a private message. Upload the LO file to DropBox or Google Drive and share the link with me via a message after clicking on my name. I won’t divulge sensitive information.
