Our school organisation Onderwijsgroep Oost-Brabant uses a free educational license so that the students and work colleagues can use the edu.sketchup.com website.
Lately occasionally there are issues among the students and work collegues when they try to sign-in with SSO from Microsoft, see the screenshot below:
Checked that nothing else was blocked, such as: allowing pop-ups and redirects.
Turned off all extensions in the browser.
Tried other browser (MS Edge). Updated this one as well.
Updated Google Chrome to the latest version.
Created new profile on Google Chrome, also does not work.
Had the teacher log in on another laptop, also doesn’t work.
We’ve sent an e-mail to prosupport@sketchup.com but we got a respond that we need to make a forum post? Please take this ticket as priority / urgent as the teachers and students need the application to attend the classes.
Hi @OGOB_ICT, thanks for the post and sorry to see that you are having difficulty with the sign in process. It could be a number of different things but without knowing some additional details I am going to have to guess as to what the issue could be.
If it is just one or two users that would point to a permission issue on an account level and would require a particular fix but if it is affecting every user that would point to a different issue, possibly on a domain level. Can you clarify a few things for me? Specfically:
Is the issue isolated to a few users or is it affecting the entire user base?
Does it seem to occur randomly or is it every time someone tries to log in?
Did you have access in the past to the app or is this the first time you are accessing it?
Are you deploying the app via Google or Microsoft?
Has your IT team made any hardware or software changes lately?
Knowing at least a few of these will help me to figure out the issue faster. Knowing all of them will help even more so please try and get as many answers as possible.
Thanks for your fast reply. We will answer the questions in order:
To a few users, not the entire userbase.
It occurs randomly to the users that they cannot log in. But when the problem occurs, the problem doesn’t go away.
It isn’t an app, it’s a website that is being used, see screenshot. But the answer is we’ve used Sketchup Edu online for quite some time. So no, not the first time.
It’s an SSO with Microsoft where the user logs into the website, not an app.
Thanks @marwanobeidat for your reply. The issue is that the site works fine for most people. But for some reason some users get the issue like shown in the screenshot, before it worked fine.
Hi again @OGOB_ICT. the info you shared with me is very helpful and narrows down the potential cause. Without access to your system or a video call I can’t be 100% sure as to the cause, but I can guess that the most likely cause of the issue is a permission issue on an account level. The first step in narrowing down the cause further is to check the settings of the accounts on the students. Specifically you want to make sure that:
Popups and redirects have been allowed for the edu.sketchup.com address. This is necessary in order to complete the login flow, as sign in with Google includes a number of different popup windows. Make sure that your account doesn’t have them blocked.
Third party cookies have been allowed. This enables the use of preferences and some of the other customizable features within SketchUp for Schools.
In Google’s privacy settings, under the “Additional permissions” tab, make sure that Third-party sign-in has been enabled. Without this you will be unable to use the Google or Microsoft sign-in options provided by the app.
Within the Privacy and Security section of the Google settings, check that you don’t have anything toggled on that might prevent a complete login. This could include On-device site data and other site settings.
If you can check through all of that and let me know if that helps at all on one of the accounts that would be extremely helpful for me. It could be all we need to do to fix things but if it does not outright fix it, it will narrow down the cause further.
