I have a few students that can’t log into the Sketchup for Schools and get stuck in a login loop. It only happens to students that have already logged into the free version of Sketchup and then later try to log into the school version. Both times they used login with Google. The rest of our students have no issue logging in. How do we get them logged in???
Hmmm… Can’t say I have seen that one before. I usually recommend that users try clearing cached files and cookies as a starting point as sometimes a bad file is inadvertantly created and that can cause issues. I also recommend making sure that popups and third party cookies are allowed on a user level for any accounts as that is the most frequent issue I see that causes this.
I would recommend checking those settings while I message Tori to see if she has any additional suggestions. If that gets you up and running then we are all set. If that does not do anything, maybe Tori will see something I am missing.
@CaseyG Thank you for the quick response. I’ve deleted the cached files, cookies, and their SketchUp free account. I also severed the connections to the Trimble Identity app and the Sketchup app. I also factory reset (power-washed) the Chromebook with no success.
Thanks for checking the settings I asked about bob.keep! I am working to get a hold of Tori now and will let you know as soon as I hear anything.
If you have a moment, can you also let me know if you are using any third party firewalls or anti virus software?
Are all of your students using the same Google education domain? We are currently working on an update internally which may address the issue that your students are seeing, but the more information we have the better we’ll be able to troubleshoot. We’ll follow up shortly when the update has been released!
We are using both third-party firewalls and anti-virus software. I’ve had our network manager make sure that the necessary sites are allowed. Also, since most of our students and staff are able to use the educational site without issue, I do not think it is a firewall/anti-virus issue.
Yes. All of our students use the same sub-domain of our staff domain.
Do you have a more definite timeline for the implementation of update?
Yes, it went out yesterday afternoon. If you’re able to test your login today it should be available. Please let us know if you don’t see any change.
Unfortunately, the update did not resolve the issue. Our student is still unable to log into Sketchup Edu.
sketchup school is broken for all users now. we are back in authentication loop. 99% of users were able to use yesterday. disappeared from waffle.
Hi @Tori_SU – we seem to be encountering a similar issue; seemingly overnight no one in our domain manages to login, and the students are finalizing projects for the year! Any guesses as to what could be the problem? domain is ecfs.org
seems to be a googlewide issue 
Hi everyone, I am sorry to hear that you are all having difficulty with the app. I’ll try and get info on if we made any changes recently that may be affecting you. If you are getting the “are you in the right place?” message please let me know in your reply. That particular error indicates a possible firewall issue on our end and I’ll manually adjust some settings to get that resolved right away.
If the login is looping without an error, that indicates a number of potential different issues. It could be blocked popups or blocked third party cookies preventing a login. It could be a firewall issue if you are using a third party app like GoGuardian. It could be an improper deployment or it could even be a permission issue on a individual user level. These take more time to diagnose but we remain committed to solving each and every case that you are seeing.
Now that all of that is out of the way, I’ll share some steps to take.
If you are seeing the “Are you in the right place?” message, please reply to this thread and confirm if you are a k-12 school or district or if you are higher education. That will help me to sort things out. Also please share your domain. Finally, if you have a website or district website please share that too. That will help me to complete the database entry for you much faster.
If you are getting a login loop, please make sure that popups and cookies are allowed for our site. Also please let me know if you are using Google or Microsoft to deploy the app, what operating system you are using and what browser you are using. Knowing this will help me to narrow down potential causes and better equip me to find a solution for you.
I’ll eagerly await your replies.
@felipecocco and @erik.mylenek Were you able to login on Wednesday but then not on Thursday? If so this will help us potentially narrow down what may have changed.
Hello,
We’re back for another school year, and this issue is still not resolved. I’ve followed all of the steps listed above, but am still stuck in a log-in loop. What are the next steps to get this issue resolved?
Hi @bob.keep, thanks for the post and sorry to hear that you are having difficulty with our app. From the sound of things you already tried the usual troubleshooting steps I already posted back in May so I won’t ask you to go through those again. Rather, I’ll skip ahead to some advanced troubleshooting steps.
First up, can you tell me what browser you are using and what you used to deploy the app (Google or Microsoft)? Knowing this will narrow down the cause of your error. Additionally, can you enter developer mode in your browser and send me a screenshot of the console when you try to access SketchUp? I may be able to get additional info from that.
hi,
I school can’t connect in sketchup for school since this years. Thank you to autorization my domaine cimf.ca. Thank you
Both students and staff use the Chrome browser. Students are using Chromebooks and staff use Windows PCs. We deploy the app via Google. I will work on gaining the necessary information from the developer mode.
Thanks for the information you shared so far @bob.keep! I will look forward to seeing the screenshots when you get a chance. Once I have those I can dig a bit deeper into things.
As for you @mathieu.paulmier, I am happy to work with you to get you added. I need to confirm a few things first though. Can you verify that you have deployed the app correctly already and can you let me know what system you are using to deploy the app?
hi,
i have application azure app and i work in a windows 11 with the url : https://edu.sketchup.com/app with chrome. I try with edge, i had the same problem. But in the last year we did not have a problem