Error: retrieving the system information and missing graphics card information

Hi, I’m having an issue with my display not rendering a cursor or allowing me to open prior models. Ran the Sketchup 2018 Checkup and it returned the following errors:


Error: Something went wrong while retrieving the system information from your computer. This may cause tests regarding System RAM, Windows version and/or graphics card memory to fail.
Error: Graphics card information is missing.
Success: System RAM requirement has been met!
Success: Operating system version requirement has been met!
Success: Graphics card OpenGL requirement has been met!
Success: Graphics card Hardware Acceleration requirement has been met!

The Checkup program found some errors (listed above). You may need to take some action in order to run SketchUp 2018.

I’ve just updated the graphics card driver to no success. Anyone have any recommendations on how to address the error messages? Sketchup is unusable on my box right now.

Thank you,


The ‘checker’ is known to be flaky…

First check: ensure you have installed SketchUp correctly.
Close SketchUp if it’s open.
Find the SketchUp installer’s exe file - usually in your Downloads folder ?
Select the exe file’s icon.
Right-click > Context-menu > “Run as administrator”.
When prompted chose “Repair”.
[If it’s a new install choose “Install”]
This will install everything properly.
Installing any complex application in any other way can lead to subtle and unpredictable permission issues,

Second, if this step doesn’t fix your issues, consider the following - ensure that you have a compatible Graphics Card and its Drivers are up to date… There are lots of posts about this…

I tried to reinstall, change the version of vray and sketch up, and update the graphics card driver, but it still can’t solve it