I am unable to log into SketchUp

Technical Problems SketchUp
1

Password and Username are accepted but authenticator code is rejected. There is no support phoe # and email is not responding. I have work to do. Please help.

2

Are you still using SketchUp 2021 as indicated in your forum profile?

Is it possible you are including a space somewhere in the code?

3
  1. No space (I tried that when no space failed)
4

Please update your forum profile.

There should not be a space anywhere in the code.

Maybe @colin has some insight as to whether there’s an issue with the license server. What part of the planet are you on?

1 Like
5

I’m in West Michigan. Update profile.

I entered code without a space.

Is there a support phone number for SketchUp?

Thanks.

6

I don’t have a phone number for SketchUp Support. You could submit a support ticket through the website while waiting for Colin to have time to check in. I pinged him earlier so he would see this thread.

And thanks for updating your profile.

2 Likes
7

https://help.sketchup.com/en/support-options

How are you getting authenticator (Google?) codes - I’ve screwed this up before because I have 4 in the Google Authenticator app.

1 Like
8

I use the Google Authenticator.

9

I have submitted a support ticket. Thanks.

1 Like
10

Google OAuth also hangs on to logins - you could try clearing trimble cookies if your default browser is Chrome.

b

11

I use Safari. I did try logging in with Chrome. Same problem.

12

So in Safari, can you login to 3D Warehouse with the same login?

b

13

No - I just tried. 3D Warehouse uses the same login page. It rejects the authenticator code.

14

OK - support deals with this more than I do. Just post a solution when they arrive at one. I’d clear cookies in Safari.

b

15

Soon it will be 12 hours and I am still unable to access my account. No support phone number to call. I’ve posted my problem in every ‘support’ outlet I can find. I’ve missed my deadline and lost a day of work. Very disappointing. :frowning:

16

hi,
did you also ask on google’s side ?
thing is google authenticator is a third party solution that trimble uses. it means that they don’t actually have a hand on it, it’s like an extension.
Have you also contacted help on their side ?

17

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