Hello. When students and teachers attempt to load SketchUp for Schools via Chromebooks or Windows machines they’re stuck at a loading logo screen. Last school year it was working fine. This past fall is when things stopped working. No amount of troubleshooting seems to fix the issue.
However here is the kicker. I have two devices (Windows and a Chromebook) that do work but they’re not apart of the say Google OU as the machines that don’t. However there isn’t any setting that I can see what would stop the machines from loading up SketchUp.
Hi @ogaynor, thanks for the post and sorry to hear that SketchUp for Schools is not working for you right now. I went ahead and pinged our servers to make sure they are working and everything seems normal on our end so the issue is definitely on your end somewhere. Not to worry though! I am happy to work with you to troubleshoot the issue.
Many times these issues are caused by a permission issue on an account level or a bad cookie or a bad cached file. As clearing cached files and cookies is fastest and easiest, we can start with that. Can you clear the cookies and cached files on a test account and let me know if that changes anything for that account?
Same here. Worked fine last year. Worked fine until last week. Now about 1/3 of my students can’t get past the loading screen. We SSO with google. It can’t be a deployment or network issue or it would brick them all. Really messing up my plans since we are all in the middle of a final project.
Good afternoon @CaseyG and thank you for responding. That didn’t seem to work on the account we tested. For the Windows machine where it doesn’t work, this was a brand new computer for the teacher with them logging into it for the first time. So there really shouldn’t have been any existing cached files or cookies.
Thanks for the posts everyone. If you all followed the directions and tried clearing cached files and cookies, we can try something a little different as a next step.
If the issue is what I suspect, it is an account level permission issue. As a first step, I just want to confirm that popups and third party cookies are enabled. If you are sure you have them enabled for our site, then we can proceed into the account level settings and check there for the issue. If they are not enabled, please make sure that they are before proceeding.
Once you are ready to proceed, go into Google’s privacy settings, under the “Additional permissions” tab, make sure that Third-party sign-in has been enabled. Also, go to 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.
Let me know if that helps at all. If not, we may need to do some more advanced troubleshooting with Tori.