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.
We’re also having issues with Sketchup for at least some of our users (teachers and students).
We don’t think this is a problem with account-level permissions, because whether Sketchup loads properly seems to depend on which device is being used. If it was an account-level permission, it wouldn’t matter which device a student or teacher was using; it would either work or not work, regardless. That isn’t what we’re seeing.
We’re trying to find out how widespread our problem is, but so far it’s been happening with some of our newest Chromebooks, the Samsung Chromebook 4, running ChromeOS 131
Casey: can you provide links to the settings you’re talking about? We have enabled 3rd-party cookies for user accounts in the Google admin console, and while Chromebooks may reside in different sub-OUs within our Google domain, they have the same polices applied to them.
Hi @andrew.penner thanks for the post and sorry for the delay in my reply. I am happy to work with you to resolve the issue you are seeing. I just pinged the server and everything seems to be working correctly on oue end and in our testing environment so my guess is that there is something wrong with the devices you are using. I am not familiar with the model of chromebook you are referring to but usually when we see this behavior it is caused by a bad cookie or cached file. Can you try clearing cookies and cached files on one of the affected machines and let me know if that does anything?
Hi Casey:
The chromebooks are relatively new (~4 months old).
We tried powerwashing four of the chromebooks that wouldn’t load Sketchup, following which three of them would load when the teacher tried signing in to Sketchup - until the following day, when none of them would load Sketchup.
This is happening with the edu version (https://edu.sketchup.com/app), and we re-installed the Marketplace app on the staff domain. We saw the same behaviour with the freemium web version (https://app.sketchup.com/app).
Thanks for the reply @andrew.penner. If they worked for a while after clearing off all the files and then stopped working that lends a lot of weight to the bad file as the root cause of the issue. It is however, curious that they would stop working again so soon after.
I’ll go ahead and ask an expert about potential causes of this and see what I can turn up as to a potential solution for you. In the meantime, can you let me know if you are running any third party firewalls or other solutions that may affect network traffic?
Hi Casey:
Is there anything on your end that prevents concurrent logins, or enforces a set period between subsequent logins?
Our teacher has been going through a chromebook cart, randomly selecting chromebooks and trying to log in with his account. Sometimes it works, and sometimes it doesn’t. More often than not, it doesn’t work.
All the chromebooks in the cart are the same model and age, and it’s the same user account trying each time. I’m checking with our network specialist, but I can think of nothing on our firewall would cause this behaviour.
Great question regarding logins. I do not believe so, but I can ask and find out for sure. I’ll let you know as soon as I know more. In the meantime, let me know if you find any additional information that might help us track down the cause of the issue. We may need to set up a support call sometime to see if our experts can help figure this one out.
Having the identical problems in this thread in my shop class since yesterday. have done exactly what Andrew has done. Worked last year no problem. Cleared cookies, cache, checked 3rd party sign in, pop ups allowed. I have my IT department looking at the problem as well.
Hi @droesler, thanks for the post. Sorry to hear that you are also having trouble with SketchUp for Schools. I just want to confirm that your issue is identical to the other issue in the thread.
The other posts in this thread are about an issue that is affecting some machines but not others. This would mean that you can sign in with any account on some machines but not others. Is that correct?
As for you @andrew.penner, just wait a little longer while I track down some info for you. I already pinged a SketchUp for Schools expert and developers who may have some insight into the issue. As soon as I know more I’ll let you know.
So my IT people at my school division cleared the profiles from the chromebooks and they were going to try something else but whatever they did it worked so it seemed like it was on out end not yours.
Thanks for the reply @droesler. I am glad that you are up and running again. If the issue comes back, please let me know so we can try and find the cause of it.
I am still trying to track down a developer to see if they know what might have caused it initially in hopes of preventing it in the future. Preventing future errors always a good thing.
As for you @andrew.penner, can you try the solution that droesler mentioned and see if that works for you too?
Still no luck on my end. I’ve had brand new accounts stuggle with getting Sketchup to login fully. I’ve combed through Google Workspace to see what settings might be causing an issue and can’t come up with anything.
Space on the devices isn’t an issue. Nothing appears to be blocked and even with doing a tracert there are some points where loading when accessing edu.sketchup.com will time out but on the machines where I can get Sketchup to fully load they time out on the same hops. Connection is getting past our firewall just fine. Our domain should befine because my account and a few others are able to login.
It just contines to hang after authenticaion with the gray screen and the spinning logo. Between these forums, reddit, and several other places and with people trying different options I still think there has to be something on SketchUps’ side in the end that is causing an issue.
Is there anything else one can try?
The teacher has switch to using TinkerCad as an alternative but I’d still like to have Sketchup as an option.
Hi @ogaynor, I have some great news! We have identified the bug that we think it responsible for your issues and are testing a patch that should fix it right now. Hopefully we can get it rolled out to all our users shortly.
That’s great new Casey as I’ve been having the exact same issues. I am a shop teacher who uses it regularly and have always praised Sketchup but this one is testing my resolve. Is there any update on the patch? I was still having issues today with the spinning logo and being unable to login on most Chromebooks. It has not been an issue with desktops, only Chromebooks.
Thanks,
Sheldon Larson
Hello Casey! I worked with Andrew, regarding the issue droesler mentioned. I performed a power wash on the Chromebook, but SketchUp continues to work randomly.