SketchUp FAQ / Support Ticket Submission

Whilst SketchUp is generally an extremely User Friendly application, there are a few issues which tend to crop up every now and then, and are easy to solve as detailed below. If however you are experiencing a problem which is not listed below, please Complete and Submit the Support Ticket below, and we will endeavour to find a solution for you as soon as possible.

Running SketchUp on too many computers

If you get the error message "Running on too many computers", please proceed as follows:


Deauthorize active "signed in" versions

You can free up your SketchUp activations by deauthorizing your currently active (signed-in) versions of SketchUp. The solution to this problem is explained in the Video below.

The subscription server response is invalid

You can continue to use SketchUp, but you will not be allowed to start a new file or open an existing file.

How to Sign Out of SketchUp

Sign into SketchUp. On the Welcome Screen, select the option "LICENSE". Now select the "blue person icon" and "SIGN OUT" and close SketchUp. Shut Down your workstation, start it up again, and "SIGN IN" to SketchUp using your TRIMBLE ID. You should now be good to go again.

Where can I find SketchUp Training Resources?

I am new to SketchUp.Could you recommend some SketchUp Training Videos to get me up and running?

Review the SketchUp Agile Modelling Guide

You can check out our FREE OF CHARGE SketchUp Training Resources Videos here.

Best Practice for SketchUp Modelling

I am creating large models with a lot of detail, and noticing that SketchUp is slowing down. How do I fix this?

Review the SketchUp Agile Modelling Guide

Want to keep your SketchUp File size low and ensure that it renders quickly as you use it?

This guide is best used for prevention. However, for optimising already-slow models, start with slides 5, 10, 11, 12, and 15-18, but then go back and read the rest, too! If you are reading this in PDF format, check for the latest version here:

SketchUp is freezing

When working on a model in SketchUp, my workstation freezes.

Start troubleshooting these things.

Let's start the Troubleshooting process by checking the following things.

1. Firstly, please download and run the utility CheckUp.exe to see if your workstation is compatible with SketchUp Pro 2021.

2. Please confirm what version of SketchUp you are currently using. Windows: Click the "Help" button at the top of your screen then click "Check for Update" 

You can download and install the latest shipping release from this link.

3. It is also possible that you may have multiple graphics cards, and if so, you may need to set which one SketchUp uses. Please follow the steps found here:

 http://www.pcadvisor.co.uk/how-to/pc-components/how-set-default-graphics-card-3612668/

4. You may also need to change this setting in your Windows Graphics Settings. To see how this is done, go to the link below and scroll down to "Force the program to use a specific graphics card using Windows 10 settings": 

https://www.itechtics.com/use-specific-gpu/#Force_the_program_to_use_a_specific_graphics_card_using_Windows_10_settings

5. Additionally, if you're using a docking station, it might cause SketchUp to use the wrong graphics card. For a monitor to work with SketchUp, it has to be directly connected to the GPU. If there is something in between (like a dock with video capabilities) or if the monitor is connected to the lesser of two video cards, it may crash.

SketchUp is slowing down

I am creating large models with a lot of detail, and noticing that SketchUp is slowing down. How do I fix this?

Speeding up your Workflow in SketchUp 2021

Exact Workflow
You will find these Video tips above by courtesy of SketchUp Guru, Justin Geis founder of SketchUp Essentials rather useful as he guides you through his advice on "How to streamline working on SketchUp Models".

SketchUp is running in Trial Mode

SketchUp says my Subscription License that I purchased from iRender is now in "Trial Mode".


You have an incorrect Trimble ID Sign In

The reason for this is due to the fact that you are trying to Sign In to your TRIMBLE ID with a different eMail Address to the one that you supplied to iRender when originally Activating your Subscription License. 

Simply replace the incorrect eMail Address & Password, with the correct original one and you will be good to go again.

If you are not sure which eMail Address was used to Assign your original SketchUp Pro Subscription license, contact iRender for assistance in this regard.

If you can't remember your Password, select the option FORGOT PASSWORD. Check your SPAM FOLDER for a response from Trimble if you don't receive an eMail confirmation from them.

(See Trimble ID FAQ here)

Invalid SketchUp Perpetual License

SketchUp reports "Invalid License" on using a SketchUp Perpetual License.

Install correct version of SketchUp

Double check the SketchUp Perpetual License Serial Number that you are using is indeed the correct one for the version of SketchUp you are trying to authorise. Serial Numbers starting with the follow two digits will indicate which SketchUp version you are licensed for:

WA ~ SketchUp Pro 2021

VA ~ SketchUp Pro 2020

UA ~ SketchUp Pro 2019

TA ~ SketchUp Pro 2018 ~ No Longer Supported

SA ~ SketchUp Pro 2017 ~ No Longer Supported

RA ~ SketchUp Pro 2016 ~ No Longer Supported

Support on 2019, 2020 and 2121 is only available to Users with Paid Up Support Agreements.

 Download the latest Shipping release from here.

Cannot Access 3D Warehouse

I cannot access components in the 3D Warehouse.


Update you Browser

Update your Browser to the latest version. If you are using Internet Explorer, please change to Google Chrome.

SketchUp crashes when loading Extensions

SketchUp crashes when I try to load Extensions.

Extension is NOT compatible with SketchUp

One of the extensions that is installed is causing the crash and most likely isn't compatible with SketchUp Pro 2021. Once the program starts to load up Ruby its hitting whichever extension that might be and crashing.
The best way to narrow down which extension it could be is to remove any extensions that didn't come with SketchUp natively, and start adding them back one by one to see where the problematic extension is.

 Installing SketchUp on Multiple workstations

Can I install my SketchUp License on more than one workstation, in other words on my Desktop at the office, and my travelling MacBook Pro Laptop?

The Answer

Yes, you are technically and legally allowed to install your SketchUp Pro Subscription license on TWO workstations. You will however not be able to run two concurrent SketchUp Sessions. In other words, it's on an either or basis. 

Access to SketchUp is governed by the creation of a Trimble ID, i.e. (your eMail Address and Password) which identifies you as the Registered User.

How to Activate your Subscription

Congratulations, you have purchased a SketchUp Subscription. Now what?

Follow these steps

Continue reading and activate your SketchUp Subscription with the following steps.

Recommended Graphics Card for SketchUp

What Graphics Card is recommended for SketchUp Pro 2021?

The Answer: 

We recommend any card that supports and understands OpenGL to its full extent.

nVidia cards are well known for their excellent OpenGL support, ATI performs less in that area.

nVidia GeForce chipsets in the GTX series are very good, and not that expensive. The Quadro chipset cards from nVidia are excellent but very expensive (these are true OpenGL cards, GeForce are more gaming cards but do perform well).

Be sure to download the latest driver from the nVidia website once you plugged your new card in. Drivers are software, and software can contain bugs that are being fixed in new releases.

You can download and run the utility CheckUp.exe to see if your workstation is compatible with SketchUp Pro 2021.

Best Practice for SketchUp Modelling

I am creating large models with a lot of detail, and noticing that SketchUp is slowing down. How do I fix this?

Review the SketchUp Agile Modelling Guide

Want to keep your SketchUp File size low and ensure that it renders quickly as you use it?

This guide is best used for prevention. However, for optimising already-slow models, start with slides 5, 10, 11, 12, and 15-18, but then go back and read the rest, too! If you are reading this in PDF format, check for the latest version here:

SketchUp is freezing

When working on a model in SketchUp, my workstation freezes.

Start troubleshooting these things.

Let's start the Troubleshooting process by checking the following things.

1. Firstly, please download and run the utility CheckUp.exe to see if your workstation is compatible with SketchUp Pro 2021.

2. Please confirm what version of SketchUp you are currently using. Windows: Click the "Help" button at the top of your screen then click "Check for Update" 

You can download and install the latest shipping release from this link.

3. It is also possible that you may have multiple graphics cards, and if so, you may need to set which one SketchUp uses. Please follow the steps found here:

 http://www.pcadvisor.co.uk/how-to/pc-components/how-set-default-graphics-card-3612668/

4. You may also need to change this setting in your Windows Graphics Settings. To see how this is done, go to the link below and scroll down to "Force the program to use a specific graphics card using Windows 10 settings": 

https://www.itechtics.com/use-specific-gpu/#Force_the_program_to_use_a_specific_graphics_card_using_Windows_10_settings

5. Additionally, if you're using a docking station, it might cause SketchUp to use the wrong graphics card. For a monitor to work with SketchUp, it has to be directly connected to the GPU. If there is something in between (like a dock with video capabilities) or if the monitor is connected to the lesser of two video cards, it may crash.

SketchUp is slowing down

I am creating large models with a lot of detail, and noticing that SketchUp is slowing down. How do I fix this?

Speeding up your Workflow in SketchUp 2021

Exact Workflow
You will find these Video tips above by courtesy of SketchUp Guru, Justin Geis founder of SketchUp Essentials rather useful as he guides you through his advice on "How to streamline working on SketchUp Models".

SketchUp is running in Trial Mode

SketchUp says my Subscription License that I purchased from iRender is now in "Trial Mode".


You have an incorrect Trimble ID Sign In

The reason for this is due to the fact that you are trying to Sign In to your TRIMBLE ID with a different eMail Address to the one that you supplied to iRender when originally Activating your Subscription License. 

Simply replace the incorrect eMail Address & Password, with the correct original one and you will be good to go again.

If you are not sure which eMail Address was used to Assign your original SketchUp Pro Subscription license, contact iRender for assistance in this regard.

If you can't remember your Password, select the option FORGOT PASSWORD. Check your SPAM FOLDER for a response from Trimble if you don't receive an eMail confirmation from them.

(See Trimble ID FAQ here)

Invalid SketchUp Perpetual License

SketchUp reports "Invalid License" on using a SketchUp Perpetual License.

Install correct version of SketchUp

Double check the SketchUp Perpetual License Serial Number that you are using is indeed the correct one for the version of SketchUp you are trying to authorise. Serial Numbers starting with the follow two digits will indicate which SketchUp version you are licensed for:

WA ~ SketchUp Pro 2021

VA ~ SketchUp Pro 2020

UA ~ SketchUp Pro 2019

TA ~ SketchUp Pro 2018 ~ No Longer Supported

SA ~ SketchUp Pro 2017 ~ No Longer Supported

RA ~ SketchUp Pro 2016 ~ No Longer Supported

Support on 2019, 2020 and 2121 is only available to Users with Paid Up Support Agreements.

 Download the latest Shipping release from here.

Cannot Access 3D Warehouse

I cannot access components in the 3D Warehouse.


Update you Browser

Update your Browser to the latest version. If you are using Internet Explorer, please change to Google Chrome.

SketchUp crashes when loading Extensions

SketchUp crashes when I try to load Extensions.

Extension is NOT compatible with SketchUp

One of the extensions that is installed is causing the crash and most likely isn't compatible with SketchUp Pro 2021. Once the program starts to load up Ruby its hitting whichever extension that might be and crashing.
The best way to narrow down which extension it could be is to remove any extensions that didn't come with SketchUp natively, and start adding them back one by one to see where the problematic extension is.

 Installing SketchUp on Multiple workstations

Can I install my SketchUp License on more than one workstation, in other words on my Desktop at the office, and my travelling Macbook Pro / Windows Laptop?

The Answer

Yes, you are technically and legally allowed to install your SketchUp Pro license on TWO workstations. You will however not be able to run two concurrent SketchUp sessions. In other words, it's on an either or basis. Simply Sign In to SketchUp on the

How to Activate your Subscription

Congratulations, you have purchased a SketchUp Subscription. Now what?

Follow these steps

Continue reading and activate your SketchUp Subscription with the following steps.

Recommended Graphics Card for SketchUp

What Graphics Card is recommended for SketchUp Pro 2021?

The Answer: 

We recommend any card that supports and understands OpenGL to its full extent.

nVidia cards are well known for their excellent OpenGL support, ATI performs less in that area.

nVidia GeForce chipsets in the GTX series are very good, and not that expensive. The Quadro chipset cards from nVidia are excellent but very expensive (these are true OpenGL cards, GeForce are more gaming cards but do perform well).

Be sure to download the latest driver from the nVidia website once you plugged your new card in. Drivers are software, and software can contain bugs that are being fixed in new releases.

You can download and run the utility CheckUp.exe to see if your workstation is compatible with SketchUp Pro 2021.

SketchUp Support Ticket

Insert Video