SketchUp Troubleshooting

With an annual pro subscription, There are only a few reasons you’d see a Trial message.

1. The end-user email address isn’t properly assigned or was misspelled when it was assigned. This is a common reason. Whoever purchased the plan can assign the correct end-user email by following the directions in this Account Management Help Center article. Note: The user will likely need to sign out and in again in SketchUp Pro to re-activate the entitlement token.
   
   If the purchasing email contains a typo, the plan owner needs to contact us through the link at the bottom of this page.
2. The end-user signed in with the wrong email address. It’s common for one person to have multiple emails, so this happens frequently. Just click on the profile icon in SketchUp, sign out, and sign back in again with the assigned email address.

3. The end-user can’t sign in because of a sign-in issue. If so, then you can troubleshoot sign-in problems here.

This is an issue where the network is blocking access. Sometimes you can test this by tethering to a phone to see if the sign-in works. If that works, it shows that something on the network is causing the issue. Or if it is a laptop, users can go to a local coffee shop and try, again, bypassing the network they are on.

Here are the things they need to check:

SketchUp requires uninterrupted access to the internet for features such as the 3D Warehouse, Add Location, Licensing, Extension Warehouse, and Trimble Connect. To ensure connectivity, you may need to adjust settings in your Firewall, Proxy, VPN, ad block, DNS, or Internet Security software for your network or computer. We also recommend accessing the 3D Warehouse through the built-in 3D Warehouse Browser and/or your web browser (https://3dwarehouse.sketchup.com/) instead of the component browser.

SketchUp needs access to the following ports:
Subscription Licenses: 80, 8888, and 443
Network Licenses: 5053, 50530

SketchUp needs permission to visit all of the sub-domains for SketchUp.com, Trimble.com, and Trimblepaas.com easily included as:

• .sketchup.com
• .trimble.com
• .trimblepaas.com
• .bing.com
• cdn.cookielaw.org

To check if the computer is connected to the Internet, SketchUp tries to contact www.bing.com. This default can be changed if you do not wish to whitelist bing.com.   

Trimble uses OneTrust (cdn.cookielaw.org) to manage cookie banners. If this site is blocked, Trimble sites may not fully load.

Please see this article for the complete description and list of steps to take to correct the problem of connecting to the Internet through SketchUp Pro, as well as steps to change the default test URL: http://help.sketchup.com/en/article/3000056