Need Help Accessing Admin Account for SketchUp in School District

Hello,

I’m hoping someone can assist with ongoing issues we’ve been facing in trying to manage SketchUp for our district.

Our previous staff member who may have had access to the admin account is no longer with us, and none of our current IT team has access to the admin center or any linked accounts. My account does not appear to be connected to our district, and I’ve been unable to manage licenses or provide access to others who need it.

We’re experiencing several challenges:

  • Some users, like students, can’t consistently log in using the “Login with Google” option.
  • Staff members, such as Anna Hewitt, are receiving error messages stating that an admin needs to approve and assign them a license to access the resource.
  • Despite my attempts to log into the Trimble Account Management Portal (AMP), no products are displayed under my account, likely because it’s not linked to the licenses.

I’ve reached out to SketchUp support multiple times over the past few months, but they’ve directed me to these forums instead of offering direct assistance. Since our district does not pay for the service, I’m unsure how to proceed or get the help we need to resolve this situation.

I need to identify who in our district (if anyone) has access to the admin account and how we can regain control of the account to manage access for our users. Any guidance or assistance would be greatly appreciated, as we’ve been stuck for months without a resolution.

Thank you in advance for your help!

Joey Gatta
Concord NH SAU8 District Technology Coordinator

Hi @jgatta, thnaks for the post and sorry for the delay in our reply. First up, you should not need to manage any licenses if you are using SketchUp for Schools as it is all web based these days. It is all managed via the app store that you used to deploy the app. In the case of SketchUp for Schools, that would be either the Google store or the Microsoft store.

Unfortunately, we can’t exactly help you identify the account that was used to deploy the app because as far as I know, we do not log that information. We only log the domain of the admin or super admin that deployed the app.

Now as for the users being unable to consistently log in, I am guessing that some settings got fouled up in the account specific to that user. I would start off by looking to make sure that popups and cookies are enabled for the site as that is the number one cause of this issue that we see. If that does not help I will see what we can do to help with additional troubleshooting.

As for some users seeing that they need admin approval to access the app, I am just taking a shot in the dark here but my guess is that they are on a different domain and the domain still needs the app to be deployed. If that is the case, all you need to do is deploy the app via the Google or Microsoft store for that domain and you should be all set to go.

Finally as previously mentioned there are no licenses to manage so it makes sense that nothing is howing up in the AMP as there are none to display.

Now all of this assumes that you are using the k-12 version of SketchUp (SketchUp for Schools). If that is not the case, please feel free to let me know and I’ll do my best to figure out a solution for you.

Hi again @jgatta, hope all is well on your end. Can you let me know if you still need assistance? I am happy to spend some time helping you out but if all is well then I’ll consider this thread resolved. Anyway, let me know if you still need assistance and we can go from there.

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