SketchUp Troubleshooting

Reset your license

If you are receiving an error saying that you don’t have enough active licenses but you do, you can reset your license.

You can reset all activations for SketchUp in your Account Management Portal here: 

Reset activations

Manually Force the Login File to Reset

These are the steps to delete the login file for Mac and Windows.

Windows: 

  1. Close all instances of SketchUp and LayOut. To ensure they do not continue running in the background, please go to your Taskbar, then right-click on any SketchUp or LayOut icons and select Close Window. 
  2. Open Windows File Explorer and ensure “show hidden files/folders” is enabled. Learn more
  3. In File Explorer, go to Windows (C:) > Users > your user name > AppData > Roaming > SketchUp [year] > SketchUp (C:\Users\username\AppData\Roaming\SketchUp\SketchUp[year]\SketchUp)
  4. Locate and delete the “login_session.dat” file 
  5. Restart SketchUp and login 

Mac:

  1. Close all instances of SketchUp and LayOut by right-clicking on their icons in the dock, and clicking “Quit”. Failure to complete this step will prevent these steps from working
  2. Go to your desktop, you should see “Finder” and “Go” in the top left menu bar
  3. Click on “Go” Then hold the Option key and “Library” should appear in the list. Click “Library”
  4. Navigate to Application Support > SketchUp 2024
  5. Locate and delete the “login_session.dat” file
  6. Restart SketchUp and log back in

Offline Messages will not allow SketchUp to open

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