Our institution has just renewed our licenses for Sketchup but the new serial and auth code do not work. Whenever we try to enter the details we get an error: “Oops…. That doesn’t look like the correct Serial Number and unique Authorization Code for this version of Sketchup”. This simply isn’t true, and what’s more, the same thing happens with an older version of Sketchup 2024 which they also provided a serial no and auth code for. Getting support has been extremely difficult hence appealing for support here….
Uh, LAB licences like yours are a bit different from standard licences, do you know who your univ bought them from ? you (the IT dept I guess) should have a direct contact to the representative or reseller…
I assume it works like the old classic licences, meaning a specific code for a specific version, can’t use a 24’ code in 25 for example.
@Missa_g might have an idea, or maybe she can summon someone from the adequate tech support. But this is something we mere users don’t have a lot of knowledge on.
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Hi. I have contacted the reseller - they provided the relevant license details but were unable to help as regards the error we were getting. I was therefore referred to the customer support form and well….got no response from that, so after a call to Trimble UK and emailing US Sketchup support with similar results here I am….We’ve been using Sketchup for years, and this is the first time we have had such problems. As I say, this is kind of a last ditch effort to get someone to notice from support…so appreciate any help!
Could you use the Message feature, and let me know the license details you have? I can look up the license, and see if there is a problem with it.
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We were the UK distributor for a bunch of years - and we handled a lot of the support for certain resellers
The most common thing that would happen with those license keys is that they ended up with some different text encoding after being copied and pasted a few times.
Paste the serial number into notepad then recopy it out - this would often clear any errors in regards to that kid of thing.
also, the serial codes themselves are version specific - if you are using 2026 I think the current serial code begins BH
Hello, I have connected with our teams and I’ve confirmed Support has received your case and is reviewing it currently. Thanks
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Hi. In this case I have tried entering the details manually in the serial and authorization fields, but still without any success. It looks like you can c & p the email you receive from the vendor by clicking on the advanced button which is where I the formatting issues may come in but I have not attempted that here. BH was not the code i was supplied - we had AH which is 2025 but that didn’t work either!
yeah it should be ok with just the code and auth - the advanced bit just has the full things with the organisation name in it.
Is it possible you have a proxy or something that is interrupting the data as it is sent?
Yep, considered this so tried on my own personal device off-campus which has no restrictions or proxies configured and it still didn’t work. However, I did manage to relicense using the old code on-campus before it expired and it worked fine!
Maybe it’s been edited along the way - it will have been touched by probably 4 different humans