We have been getting this error when trying to login with a student account. When i try to login with my account, I have no issue getting in. I am the google admin and already confirmed all of the config listed in any documentation I have found. Teachers are reporting this worked last school year.
I have reached out to support many times over the past 3-4 weeks and have not received any guidance.
Hi @jlavoie thanks for the psot and sorry to hear that you are having difficulty with the app. I will get in touch with our developer team and see if they made any updates to SketchUp for Schools recently. If they did, I will let you know what may have changed and how to get things back up and running.
In the meantime, there are a few steps you can try. The first one I would recommend is a redeployment of the app via a super admin. If that does not work, I could use some screenshots to help diagnose the issue. Specifically, I would love a screenshot of the error message itself and if you can open the developer mode console and share a screenshot of that when the error pops up that would help a lot as well.
Anyway, I’ll get back to you as soon as I know more and will hope for those screenshots in the meantime.
Thanks @jlavoie for the first screenshot. Can you confirm that you did the rest of the troubleshooting I suggested and post a screenshot of the developer mode console? Knowing if you followed all the instructions I provided will help me to narrow down the cause of the issue.
I did redeploy the app during initial troubleshooting, and verified the config within google admin looked correct (although it’s possible I could still be missing something). as far as the developer console, do you mean within the browser?
Excellent, that is very helpful. Can you also confirm that you used a super admin to deploy the app and not just a regular admin?
As for the developer mode console, I do indeed mean the one in the browser. Just grab a screenshot of that when you can and share it with me.
Hey Casey,
I did redeploy from super admin. I also am not able to use developer mode because we don’t allow that on student devices. and to change this I would need to build a new OU for our test account. Is there any way we can jump on a call and take a look at this? I still think this is likely a simple fix / licensing issue
Thanks for the reply @jlavoie. It will be hard to determine the exact cause of the issue without a look at the console but there is something I can try on my end if you can share the domain you are using to log in. It might not work though so we may have to keep digging into this.
Anyway, let me know the domain and I can give it a try.
Thanks @jlavoie. I just did some work on our database. It should be all set on our end now. Can you give it a try again and let me know if anything changed?
Looks like it worked on my end! I just reached out to the end user to verify it looks good on their side, but we should be all set. Thank you Casey! I really appreciate the support these past few days.
