Hi, I’ve been a Sketchup Pro user for about 3 years now (subscription renewed in July) and all of a sudden I can’t get the Trimble sign in to work on my PC. The screen just says “Everything Sketchup”, and its blank where the sign fields should be. I’ve deleted all my cookies. I’ve turned the PC off an on again multiple times. I was able to at least go through the sign in process on my wife’s laptop, but there were no products listed under My Products. I thought about downloading and reinstalling Sketchup 2025, but I noticed that Sketchup Pro was greyed out, meaning I assume that it would not install it. Can anyone help? I filled in the form to ask for help but I’ve not received any confirmation that anything was received by Trimble (as in, not even a “thanks for your enquiry, we’ll be in touch” kind of message).
Hi @jrp , thanks for reaching out. It is currently about 7:00 AM in Colorado where the support team is based so it may be a while before they are able to reply as they are probably still getting ready for work or are just heading to the office now. I am sure that they will get back to you as soon as they are able.
In the meantime, I’ll send your thread to the support team so they are aware you are eagerly awaiting a reply and they can also make sure that your ticket is in the system correctly.
While we wait, go ahead and make sure you have accurate information for them so they can help you faster. Typical information they ask for includes what operating system you are running, what version it is, your license type, your email address associated with the license and so on. Hopefully they can figure out a solution quickly and get you up and running easily!
For the problem about not seeing the sign in fields, a few people have reported that. Your browser may be blocking that part of the page, the form comes from another site, and that may look to the browser like it’s a popup window. Either check if your browser might be blocking those, or try another browser.
When submitting a support request the page does show this after you submit:
Thanks @colin - your and @CaseyG’s replies have reassured me, so let’s see what Colorado might suggest. BTW, I made sure that all Pop-ups were allowed, and I turned off (very briefly) all Firewall and malware protection - no luck. I tried Edge and just got a spinny wheel. The fact that I can log in on my wife’s machine (even if once in there I cannot find any evidence of my licence / subscription being recorded) does seem to suggest a conflict on my own machine somewhere…
I do see that you have a Pro subscription.
If you go to this page:
and make sure you are looking at the right account (there is a menu on the left for switching between accounts, if you have more than one), you should see your Pro subscription under My Products.
Thanks - as mentioned, I cannot get to that page on my machine but my wife allowed me back onto hers and eventually I found the same info. I guess I just have to wait to see what Colorado comes up with - no response from them so far…
Is the zoom setting on your machine set to greater than 110%?
It would be kind of embarrassing if that solved it, but I’ve tried lots of different zoom settings and nothing seems to help. The user ID box, and the buttons offering options to sign in via different means, such as a Passkey, simply do not appear. I have, in the meantime, received an email from ProSupport - I followed the advice given (I used a different machine to log in to the Trimble Account Management portal and “Deauthorized All” Devices, and I deleted the “login_session,dat” file from my own machine, all to no avail. I’ve replied to ProSupport with a full account and screenshots and hopefully more advice will be forthcoming. I am assuming there’s a very simple solution here, but I’m scratching my head as to what I could possibly have done to give rise to this situation.
Ok this is solved (by me) - after hours and hours of trying everything I could think of, I was getting nowhere. It still seemed odd that neither Chrome nor Edge were capable of activating the sign-in page, whereas I could easily get in on my wife’s machine. I thought it had to be something in my cache or cookies, which I deleted multiple times without solving the issue. Only then did it occur to me that I have different virus protection from my wife. I thought I had cleared out all the extensions, on my browsers, but when I went back I found that my anti-viral, Malwarebytes, had added an extension (again). When I disabled / deleted it, the problem went away.
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