If your new install is working ok, then you could just not worry about it. You would fail to activate on a fourth computer, but the third activation triggers the email. The activation itself is working ok.
Hello @colin, thanks for the quick response. Yes, it is working normally. But my concern is when I have to reinstall or something. Do you have any tip?
Reinstalling should’t disturb the license, but if you need to change the motherboard on the computer, make sure to remove the license from SketchUp before doing that. The new motherboard will make it seem to be a different computer.
Ok @colin, Thank you!
Hello @colin, I am jumping on this thread, as I have a similar problem with activating my Sketchup Pro 2015 license on a new computer. However my issue is that due to the fact that Sketchup Pro 2015 will no longer run on the latest version(s) of OSX, I cannot open the program in order to deactivate the existing installation I have been using. Would it please be possible to “reset” my authorised devices so that I can get it going on a new PC? Any help much appreciated.
One of these applies to your situation:
Either you run out of activations of version 2015 (You are allowed to install on two devices, but you have one spare activation for these kind of situations)
Or:
If you bought 2015 license, you might have got the license info for 2016, too. If activated, that would be the current or ‘active’ license and you would need to use that.
BTW. offerings to convert the classic license into a subscription at a 60% rate ends on 3 or 4 april, after that, a smaller discount is offered.
Hi Mike, Thanks for your reply. I have explained my situation, and yes the first of your scenarios applies. But what I am saying is that I can’t de-activate a current activation due to the fact that the software is now no longer supported/will not run on current version of OSX. So I need a little help. I believe I will eventually upgrade and get a subscription once I start using Sketchup a little more regularly (as I realise that things move on/progress and there would be many benefits), however just for the moment my 2015 Pro was able to do everything I wanted, and as other people here have hinted at, I feel somewhat aggreaved that 5 years on my software is redundant and I am essentially barred from using it by default due to the nuances of the licensing system. It would be better to be able to have a system in the online Trimble account where I can deactivate a device from there, but alas my 2015 purchase does not appear. I think maintaining good kudos with a past customer who has paid for software is the best way to encourage getting on board with a future subscription, whereas when the customer is left high and dry it is a bit sore. Cheers
To recap, I cannot deactivate an existing 2015 Pro device because it will no longer run on OSX. I would still like to use it on another PC. Could anyone from the team please help me by resetting my activated devices or even removing just one? It suits my needs for the moment and I don’t have the ability to control or deactivate existing devices that are no longer accessible. I spent £371 on my original license and if I can’t get any help with managing the license in this situation then I very much doubt I will want to pay more money for a new subscription at some point. It breaks down trust, because access to the licensed software is barred by a system that I can’t control from my end.
OK so Sketchup team… here is a heads up that you have most definitely lost a customer here! I have introduced SO many people to Sketchup over the years but it has come to an end!
Do you know that the forum isn’t the normal support contact page? It would be worth asking if something can be done, even though you haven’t had any SketchUp support for 5 1/2 years. I hope that my support colleagues will see that your problem can only be solved with help from us.
As you don’t have support you do have the challenge of how to contact us. To get around that, use the customer service contact page:
https://help.sketchup.com/en/contact-support/billing-question/form
Explain the situation, and customer service will check with the support manager for approval. In the meantime, I will tell him about the problem, so he will have had time to think about it.
It would be nice if there was a way that any user of an older version of SketchUp, that cannot run in Big Sur, could still remove the license. At the moment I can’t think of a way, so us fixing it manually may be the only option.
Hi Colin
I’m sorry to ask but you seem to be the person who is able to help with this issue. I have a classic licence for Pro2020, but the support service ceased last autumn, so I can’t contact support directly. For some reason I can only install the license on one of my macs, and I suspect this is due to a hard drive failure on one of my other machines last year which had the license on it. I wondered if you would be able to do a license reset for me so I can install on my desktop and laptop.
Many thanks in advance.
I checked, and your license should work. If you had restored a license from an old backup, it would fail, but you can work around that by removing the license and adding it again.
I had your license resent to you, to make sure you are using the right values.
That’s worked fine. Many thanks for your help.
Hi Colin, I am looking to remove a 2019 license from a retired computer. Is there a way to remove all licenses for my subscription? Where would I send the support ticket?
Although it’s nearly three years since you had support, I think the only option is to send in a request here:
https://help.sketchup.com/en/contact-support/technical-question/form
You can send in general inquiries there without needing to enter a serial number in order to contact support. Hopefully they will be able to help.
I tried this but it wouldn’t submit!
I tried now, in a private window (so, not signed in). I didn’t test what happens if I skip a question, I answered all of the ones that had a * next to it. The submit worked ok.
I had the unfortunate and the repair shop totally wiped out my operating system hard drive, had to install C++ again and now SU 2017 says my license has expired. Been using 2017 for awhile and can not figure out on how to use the other CAD programs. I use it for non-commercial means and for projects around the home. Can see spending money for a subscription when it the program is only used for home use.
I have ideas. I will send you a private message.
Hi Colin, I have an old 2020 licence and I guess I forgot to delete it from my old computer which is now gone and everything deleted. I have installed it on one computer, but when I install it on the second the extension warehouse does not open. I guess it is an error with too often installed on different computers. Because I was always able to have 2 installations.
What can I do? Thank you for any help.