Issues with access to sketchup for schools

I am using SketchUp for schools with a grade 9 class. One of my students can’t use the tools once he has logged in. When selecting another tool such as rectangle etc. the tool still shows as the arrow/ selection tool. We tried to create SketchUp Free account instead but they same thing happens. He also receives an error message saying ‘you have an internal issue’. Any ideas why, any solutions?