Good afternoon,
Sketch Up for Schools has consistently worked for my classes over the last handful of years. As of this Spring semester, students have struggled to get into the program.
The screen continues to loop and does not allow students to login/move into the software.
Typically, if the login screen appears, the student’s software will work. However, the loading screen will never push forward to the login screen.
Any assistance? Thank you.
Hi @andrew.boston, thanks for the post and sorry to hear that SketchUp has suddenly stopped working. Without more info I can’t say for sure what the cause is but generally, a looping logo can be caused by a number of easy to check things. We can run through them and see if we can find the cause there or if we will have to dig a bit deeper to get you back up and running.
First up, just to make sure that we are working with a clean setup, can you clear the cached files and cookies from our site? Doing this will also rule out any issues that may be caused by a bad cookie or cached file.
Once you have done that, you can check some additional settings. Specifically, check 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.
If that is all we needed to do to get you up and running, great! If you are still seeing the error, then read on!
The next step is to make sure that third party cookies have been allowed. This enables the use of preferences and some of the other customizable features within SketchUp for Schools.
After that, also check 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.
Finally, check within the Privacy and Security section of the Google settings. Specifically 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 none of that helps let me know and we can start some more advanced troubleshooting steps.
We are having the same problem. Our District IT folks say they have tried everything listed above but still, some kids can get in but most cannot. It appears random too. We have tried on brand new Chromebooks and old ones. Kids can login one minute but then they log out and then they cannot login. SketchUp his huge part of my class and this is so frustrating. Any help you can provide would be wonderful.
Hi @Geebs, thanks for the post. Without looking at some settings I can’t say for sure what the issue is. It is possible that you are running into a known bug that we are attempting to fix, but it is also possible that your users are seeing an error based on account settings and permissions. In order to determine what one of the two issues you are seeing, we will need to do some tests. Specifically, we need to know if the issue is isolated to computers or accounts.
Can you locate an account on a computer that is working and a different account on a different computer that is not working as a first step?
Where would I find the account number?
Here are a couple of students account numbers through the school district if that is what you need.
586565@student.sanjuan.edu SU does not work.
455047@student.sanjuan.edu SU works fine.
Great, now this part is a little complex so bear with me while I run some tests on our end. While I am running the test, can you verify if the working account (455047) works on the other computer?
Hi Casey,
Generally, the kids grab a different computer each day. I could not get back to my email by the time the kids left the room yesterday, so I was unable to verify.
The odds of that student grabbing the same computer each day…this has been going on for a few weeks…is very small. SketchUp has not worked for her since we started using it back in early January.
I hope this helps.
Rob
Thanks for the reply @Geebs. That helps me narrow down the cause. If the issue is not isolated to a single device and persists across multiple devices, that points to a software level issue and not a hardware issue so that is good news.
Did you already try the solution that I posted in the thread (checking account level permissions, clearing cookies, cached files, etc.)? If not, go ahead and run through it on an account that is not working. If you did, let me know and I’ll see if our experts can help us out.
Hey Casey,
I did try all those things, and they did not work. I am limited by my IT department too because I am just a teacher and not an Admin. They did say they tried all those things however.
Rob
Ok, thanks for letting me know @Geebs. I really appreciate it. I was really hoping for a quick and easy fix in the account settings but it would seem that was not to be. I’ll pass this case up the chain to our expert and see if she has any guesses as to a potential solution. Hopefully we can get you up and running soon!
Much appreciated. I really need this to get up and running.
Hi @Geebs, 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 is amazing!!!
We are off this week. We return on 2/24/25, so I will be checking if it worked during my 1st period class on Monday.
So excited!
Thank you!
Rob
Hey Casey,
That patch did not seem to work. Anything else you can try?
I assume the Chromebooks update automatically, but I may be wrong about that. Do we need to update the Chrome OS? If so, how do I do that?
Let me know.
Rob
So I figured out how to update Chrome.
I had threel kids login and I updated Chrome for them. Then I had them sign out and close Chrome and then re-login.
Two of the kids who previously could not get in were able to get in after that, but one was not.
Here is his login/student ID info.
Maybe you can find out from his data what is going wrong?
Rob
I took out his email and sent it to Casey.
Please do not put emails, especially a kid’s email, in a post, or at least send a private message to Casey with that info.
Barry
Apologies.
Hello,
We are having the same issue and have checked browser settings etc.
Please advise