I am the Computing subject leader for my school and the children are meant to be using Sketch Up for their learning this half term however they are not able to access Sketch up. I am working with IT support but he has been unable to fix the situation.
The children are using Chromebooks and a few can login and get through but the majority have error messages or a constant loading sketch up icon and nothing loads. We are using the free SketchUp web version and the plan we select is education and are signing in through there.
Please could you help as a matter of urgency as the children need to be able to access this for Monday - we would appreciate it so much as they are looking forward to using your software.
Hi @MissLW thanks for the post and sorry to hear that you are having difficulty with SketchUp for Schools. In order to diagnose the potential issue, we need to get some information. If you can get me a screenshot of the developer mode console when the error shows up that would help a lot. If you can also let me know the domain you are using and if you are using Google or Microsoft to deploy the app that would also be great.
Let me know what I need and we can start troubleshooting.
Hi @MissLW , thanks for the reply. I was able to get you added to the database of domains a few minutes ago and that might resolve the issue but I do not know for sure if that will help as your screenshot did not show the developer mode console I needed. If it is not working can you send me a screenshot of thte developer mode tab labeled “console“? That will have more information for me to diagnose this a bit easier.
Thank you for adding us to the domain. We have tried logging in as multiple users and more are connecting at the moment however we still have a fair few who are not able to log in.
I have attached the new screenshots as requested and hopefully you can see what you need there.
FYI - the children are only using Chromebooks and therefore just the Chrome browser.
Thank you in advance and we look forward to your reply.
Thank you so much for looking into this on your holiday, I really appreciate it! I have attached the information Casey requested here too for your information. We had more children able to login than before but still quite a few that had the SketchUp loading screen.
The children are only using Chromebooks and just the Chrome browser.
Hi @MissLW thanks for getting me the screenshots. I am also glad to hear that some students were able to log in successfully. That information tells me that the issue is NOT a database issue or a deployment issue so it narrows things down a lot!
As Colin has forwarded the thread and screenshots to the web team we can see what they have to say and get what I hope is a final answer, but in the meantime there are a few things we can try to see if we can get a few more students online. They might not work, but it gives us something to try while we wait for a final answer.
If you are interested in trying them, I would recommend starting with the cache and cookies. Clear them out to make sure we are starting with a clean slate going forward and then make sure that you are allowing cookies and cached files for our site. Cookies are needed to resolve the login process and cached files are needed to remember a few things for the app to run correctly. Finally, make sure that you are allowing popups from the site so the login can open the window to allow students to log in.
Again, it might not work and we may need to dig a bit deeper but it might help a few students so it is worth a try.
Looks like your IT department is filtering some of our required files from being downloaded unfortunately.
Do you know if they are using any web filtering software? Have them please look into their rules while you are showing them the network tab of the browser. They will know what to look for
Ahh right ok! We are using a filtering system called LgfL but I was assured by the IT department that all cookies, pop ups etc have been allowed. I will speak to my colleague again about this. Thanks so much!
We tried logging all students in and out of 27 children, only 9 managed to in the end! There are also some discrepancies - some who could log on before but cannot now so I’m not sure what’s happening.
Thanks for all the suggestions - we are willing to try anything at the moment. My colleague in the IT department said he allowed all cookies and pop ups already and so that shouldn’t be a problem.
Someone has told it it looks like it is due to our filtering but I am sure this has all been looked into by our IT department as a first port of call. I will discuss again with them tomorrow. Thanks so much for all your support
I’m hoping that there is a resolution to your post. I am having the same issue. It’s been persistent for almost a year and I’m ready to quit sketchup and move on to TinkerCAD or something.
As posted in a different forum - this is the exact same issue we’re having, down to the same console screenshots. When a class attempts to login a handful are successful each time, and this isn’t always the same students. They all have the same permissions and are using the same internet connection, which implies to me that the deployment is okay and the firewall does allow it through, otherwise it wouldn’t work for anyone.
I would appreciate any help that aids us in getting a full class logged in.
Thank you
To all, we believe we have identified the issue which seems to be related to students using shared Chromebooks (ephemeral users as Google calls them). We are working on a fix that should work for all students and will address the error’s noted in this thread. Though let us know if you do see that error for students who are given a single Chromebook for the entire school year where their profile isn’t deleted from the Chromebook between sessions.
