User Error

Hello @CaseyG , @Tori_SU ,

Are there any updates on what might be causing the “Are you in the right place” error message? Do the pictures I provided give enough information?

@CaseyG

hi my school is UCF i am attempting to log in with my Microsoft for education account.
our domain is @knights.ucf.edu
I would really appreciate any help. i believe the domain just needs to be whitelisted.

thank you
jake

Hi @jr_palm. SOrry for the delay in getting back to you. I have been sick lately and am just now finally able to get back into the office to handle these registration requests.

Unfortunately I was not able to verify everything I needed from your post. Can you give me a link to your website so I can grab a few things to complete the registration process? Additionally, can you verify that you are a k-12 school?

As for you @GISDTech, I have done everything I can to verify things on my end and have passed along everything to our support team and mentioned your issue to @Tori_SU. In the meantime, can you try and figure out who the super admin is and have them deploy the app? Just a regular admin won’t cut it with the way Google has things structured and there isn’t really anything we can do on our end to change that.

Hi @CaseyG I hope you are feeling better.

Here is the link to k12 proof it’s also our website

https://www.ucf.edu/degree/exceptional-student-education-k-12-ma/

Let me know if that is sufficient

Thanks for the link @jr_palm. I looked at the link you provided and am a little confused. SketchUp for Schools is for k-12 schools. It is not designed for higher education use. The page you linked me appears to be for a higher education program. Granted, it is entirely possible I am missing something and there may be a link to a k-12 school somewhere on the site. Am I just missing something or are you requesting access for a higher education school?

Hi @CaseyG

I was confused by what k-12 meant, yes I am requesting access for higher education. Is that still a possibility?

The systems admin is the super admin for Google in our district. They sent me the screenshots I shared. They’ve deployed and redeployed the app. We still get the same error.

Thanks for verifying that @GISDTech and sorry it is causing so much trouble. If you are absolutely sure that you have deployed the app from a super admin, the only thing @Tori_SU and I can think of at this point might be related to a cache issue or maybe a bad cookie. Can you try clearing those out and let me know if it does anything? If it does not do anything we may need to set up a call to take a look.

As for you @jr_palm, SketchUp for Schools is only designed for k-12 schools to use. Higher education schools are required to use a different version. If you are sure that SketchUp is a software package that you need, I can put you in touch with the sales team or link you to our store page so you can make a purchase, but I personally recommend that you take a quick look at the free version we have first. A SketchUp license can represent a significant investment for some people and it is important to us that you feel satisfied with what we are offering before you commit to a purchase.

Hi @Steve_Ketchup, can you please add us to your whitelist? The majority of my students can access SketchUp for Schools and log in with no problem, but one student (and we have one more class period before finals) is unable to sign-in. He’s been able to log in before and just last Friday his account won’t allow his to sign in. Please let me know if there is anything I can do to troubleshoot or expedite this. Thanks!

Domain:
@nmusd.us

Steve left the building, @CaseyG can take care, now

1 Like

@CaseyG Do you have any recommendations regarding the student account that is having issues logging in? He’s been able to access sketchup with no problem all semester but a week ago this issue started. Thank you!

Hello @CaseyG
could you whitelist iscdl.be, please ?
Thanks !
Have a nice day

Stéphane

LOOP
Read post -3
END LOOP

RESOLVED
It was a question of third party cookies
Interesting to read the previous posts… :grimacing:
Thanks
Stéphane

Sorry for the delay in addressing your post @vguardado. I am still looking into the issue but it is entirely possible that something got messed up in the database on our end. If it is just the one student, my first guess would be that it is a permission issue with cookies on their computer but if it is affecting them on different computers than it is something else. Is it just affecting them on one computer or does it persist on different computers?

In the meantime, I manually added you to the database to make sure that it is not a permission issue on our end. If the student still gets an error when they try and log in, we might need to set up a support call to try and resolve it.

I’m still getting the same error after clearing the browser cache.

Hello Everyone! There have been a number of login questions raised here, and I’m going to try to address them all by including each of the steps you’ll want to keep in mind when accessing the app for the first time. It’s possible they may not each apply to you depending on your login service (MSFT or Google), but please read through them closely to ensure that you’ve enabled the app correctly for your domain.

Google Users:

  1. Log into your domain administrator’s account. Make sure that this account has Super Admin level privileges according to the G Suite org structure, as this is the only user role able to perform a domain install.
  2. Navigate to the SketchUp for Schools listing on the Google Workplace Marketplace and verify that you are logged into the correct account. If you are using a Super Admin account, the installation button below the listing heading should read “Domain Install.”
  3. Select Domain Install and follow the prompts. Please make sure that you have pop ups enabled in your browser.
  4. Once you have accepted consent on behalf of your organization and completed the Domain Install, navigate to SketchUp and log in using any account on your domain. If your school uses separate domain addresses for students and teachers, this process will need to be completed for both domains. Login will only be available through educational accounts matching these domains.

*Important Note: This domain install needs to be performed before your students will be able to access the app. SketchUp’s manual domain registration process does not negate this step, and we are unable to grant permission on behalf of your organization. Please make sure that you’ve completed this install before further troubleshooting.

  1. Once the Domain Install has been completed, if you are experiencing a sign-in error please verify the following:
    a) All popups have been enabled in your browser - you and your students will need to be able to see our login popup window.
    b) All third party cookies have been enabled - otherwise we will not be able to complete your account authentication. This is different from clearing your browser cache, and may be surfaced differently across each browser type. The image below shows a sample from Google Chrome, but you may need to research how to enable cookies in your preferred browser type.

  2. If you are still seeing a Sign-In error, please try logging in using a different browser type, following the above instructions.

  3. If you are receiving an Are You In The Right Place error message, this may mean that your domain is being misidentified as either a higher education or commercial institution, in which case we can assist you by manually registering your domain. If this is the case, please send us your school’s domain address here on the forum and we will contact you to work through this step. As a reminder, this does not circumvent the requirement for your account administrator to perform a Domain Install.

Microsoft Users:

  1. Verify that you are completely logged out of your Microsoft accounts. This is not normally necessary, but it will reduce the number of potential errors that could occur when logging in for the first time. Try using Chrome’s Incognito mode, Firefox’s Private Browsing, or Edge’s InPrivate mode to make sure you are not logged in.
  2. Navigate to SketchUp for Schools in the web browser using the address SketchUp, and select the option to “Sign in with Microsoft”.
  3. A login popup window will appear. If you do not see it right away, check behind the main browser window and verify that your settings allow popups.
  4. Complete the login workflow using an administrative account for your domain.
  5. Once you have agreed to “Consent on behalf of your organization” and accepted the permissions, both you and your students will be able to log into SketchUp for Schools! If you run into errors in this process, this may mean that you do not have administrative privileges for your organization.
  6. If your school uses separate domain addresses for students and teachers, this process will need to be completed for both domains. Login will only be available through educational accounts matching these domains.
  1. Once the administrator consent has been granted, if you are experiencing a sign-in error please verify the following:
    a) All popups have been enabled in your browser - you and your students will need to be able to see our login popup window.
    b) All third party cookies have been enabled - otherwise we will not be able to complete your account authentication. This is different from clearing your browser cache, and may be surfaced differently across each browser type. The image above shows a sample from Google Chrome, but you may need to research how to enable cookies in your preferred browser type.

@Tori_SU @CaseyG Hello, We are still having issues getting SketchUp working for our domain users.

Please note that we previously had this enabled during COVID so I’m not sure if that is giving us some trouble.

I’ve logged in as a Super Admin of our Google Domain. There is not a “domain install” option, only “Admin” and “Individual”. This matches what Google states on the following support page: Install Marketplace apps in your domain - Google Workspace Admin Help I’ve verified that I’m only logged in as the super admin, no other user is logged in (I’ve even cleared my cache before trying this yet again).

I’ve gone in and removed all instances of SketchUp and have gone through your steps outlined above and our users are still getting the are you in the right place message.

We’ve added as admin, allowed for all users of the domain, granted access, added it to the allow list (even though it’s pushed out as approved for all), we’ve cleared cache (EVERYTHING), all cookies are allowed, we’ve tried multiple browsers (Chrome, Firefox, Safari), we’ve tried going and signing up via your website under plans > edu, etc.

Can someone please verify that our domain has been whitelisted: boylan.org, and students.boylan.org, Boylan Catholic High School, Rockford, IL.

What else can we do? The only account that can get in is the super admin account.

Thank you.

Hi @bchsjanderson, sorry for the delay in my reply. I am not sure what to try, but I can 100% confirm that you are in the database as an approved domain. I will see if I can find any similar cases in the past and see what solutions might work for you. In the meantime, can you post a screenshot of what you are seeing so I can confirm something? I have a theory but it is extremely unlikely to pan out but I still want to check it on the off-chance we can get you up and running sooner.

@CaseyG shortly after you posted, we were able to get back in with numerous accounts. Thank you for your help!