Student log in questions

All of my students can log in except for one. It says he cannot because it must be a .edu or g suite account. Continuous log in errors and my IT person is working on it but hasn’t been able to figure out why. The student has the same google account as all of my other students. We are a google school we should have access to it all. Something similar happened in the spring with 2-3 students. It works for 99% of them, but what can I do for the students who cannot get into sketchup? Any suggestions would be appreciated. Thank you.