Sketchup 2024 pro will not open at all and checkup shows errors to the first 4 items followed by 2 success. Any help would be appreciated!
I have been using it for over 6months and have found it to be a bit of a pain in the doo dar but has never not opend and ignored any command.
Of course I have urgent drawings to do for a customer and its decided to ‘go on holiday’ Any suggestions out there??
Hi @CGR24, thanks for the post. I am happy to work with you on this as best I can although the desktop app is not my area of expertise so I can’t promise anything. In the meantime, I recommend that you open a ticket with our support team to see if there is anything they can do to help speed things along in terms of support.
Now, my first recommendation in this particular case would be to run the checkup to see what errors it shows but as you say you already did that, we can skip ahead a bit. Can you try uninstalling the app and reinstalling it? Make sure you are using the latest installer and that you are running the installer as an administrator when you do it. This will make sure that you are working from as clean of a install as possible so our troubleshooting will go a little easier.
Let me know when you have done that and if that fixes anything. If not, we can start checking the usual issues.
Finally, while we are troubleshooting this, if you absolutely need to get access to your models and they are not too heavy, you can always use the web app included in your Pro subscription as a stopgap measure to keep modeling.
Hi CaseyG and thanks for your reply and I will try the uninstall route and get back to you, if I need too!
Hi CaseyG, not had any success in getting SU to open or delete as I cannot even delete the program nor can I delete the SU checkup either. I have downloaded the setup file and that wont even open.
Managed to complete my drawings on the app so now need to get SU24 up and running. Any sugestions would be very much appreciated.
That is unusual to say the least. I have never heard of the uninstaller failing to remove SketchUp when run. It sounds like something is wrong with your operating system but I am not sure what that might be. Are you sure you are logged in as an admin when you are attempting to uninstall the app? Also, are you sure you got the right file for your operating system? Your profile indicates you are running windows so make sure you are not trying to run the mac version.
If you are sure you got the right version and are logged in as an admin, we may need to open a support ticket if you have not already done so as while I can do some troubleshooting, the desktop app is not my area of expertise.
I have been using SU24 for 6months now and it has been ok most of the time, had a few bugsplats a few crashes but generally ok. I have produced about 30 + drawings and animations but now its not my friend anymore!
Admin all good and using the original setup.exe from when I made the purchase back in May, and my operating system hasn’t changed.
How do you open a support ticket?
Try this link to get the support ticket opened up as soon as possible: https://help.sketchup.com/en/contact-support/technical-question/form
Once you open that support ticket, consider running a virus scan just to be sure that everything is ok with your operating system.
Ticket all done and further checks done including a virus scan. Here is a coppy of the ticket FYI:
I have been using SU24 for 6 months with no real problems and now for no reason, it will not open, none of my previous files will open and I cannot even delete the program so I can reinstall. Every command I give it ignores.
I have checked my PC and have ran the compatibility troubleshooter which tells me SU24 is incompatible with my system which is windows 10.
I have tried to run the original setup.exe file and this will not open either.
The SU checkup gives me errors saying System Ram info, windows version, GPU info - are all missing.
GPU openGL requirements and GPU hardware acceleration has both been met.
Signed into trimble and my account/program SU24 is active.
Really need this sorting as soon as poss as I have important drawings to do for a client.
TIA
Not to step into the middle of Casey’s help, but while you’re waiting you might as well create another user account on your computer, install Sketchup for that user, and see if it’ll take off and run. There have been instances where a Windows user profile has become corrupted and unusable.
@CGR24 ,
I just ran the SketchUp checkup utillity and only get 5 items. First one is a warning and the rest is succesfull.
Results:
Warning: SketchUp has detected you are using a “Intel(R) Iris(R) Xe Graphics” GPU when your system is capable of using an AMD or NVIDIA GPU. SketchUp will likely perform better if you change your system to use the AMD or NVIDIA GPU.
Success: System RAM requirement has been met!
Success: Operating system version requirement has been met!
Success: GPU OpenGL requirement has been met!
Success: GPU Hardware Acceleration requirement has been met!
Can you tell us what the 6th item is, and which ones are erroneous?
Great idea sWilliams . I am so used to my Windows profile just working I did not even think of trying that as a possible issue. @CGR24, if you are still waiting for a reply from support, you can always give what sWilliams suggested. Maybe we can get things moving faster this way.
Hi CaseyGG, I am pleased to say it is sorted! Thanks for all your support, it was quite a journey and I have learnt quite a bit trying to resolve it using your suggestions and help from Jessica from SU support team.
Seems it was my antivirus/firewall settings that was doing their job a little too well!
Glad to hear all is well! Firewalls are good but they can be overprotective sometimes.
All things considered though, I prefer my firewall to be overprotective rather than under-protective.
Please feel free to start additional threads if you need any additional help and be sure to bookmark the support page so you can find it again in the future should you need to file another ticket. Hopefully SketchUp continues to run error-free for the foreseeable future and your projects go well.