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Can't connect to web tools; 3D Warehouse, Extension Warehouse, Add Location and Licensing

There are a few techniques that may help resolve this issue.

A. Upgrade your version of Internet Explorer

SketchUp connects to several Google APIs. At this time, Google web APIs support Internet Explorer 10 or higher. You can download the Internet Explorer 10 install file by visiting this page.

B. Clear Cache and Cookies in Internet Explorer

To connect to the Internet, SketchUp uses Internet Explorer even if you have a different default browser. Clearing the cache and cookies can often help resolve many Internet-related problems. To clear the cache and cookies in Internet Explorer, try the steps on this page.

C. Adjust the Microsoft Internet Explorer security settings

Custom or higher settings in Microsoft Internet Explorer can restrict access to functionality within SketchUp. As a troubleshooting step, open the Internet Settings dialog within Internet Explorer, navigate to the Security tab and change the slider to "Medium" to reduce the restrictions within Internet Explorer. In this same tab be sure to uncheck "Enable Protected Mode" which will restrict all internet activity.

D. Check your Internet settings

To check if the computer is connected to the Internet, SketchUp tries to contact www.google.com/ncr. If your network has a Proxy in place that tries to go to another location when contacting www.google.com, SketchUp may think that the computer isn't connected to the Internet. Similarly, if there are any Firewalls in place that are preventing SketchUp from contacting the Internet, that could be the source of the issue as well. We recommend that you contact your local IT administrator and share this information with that person. They should be able to investigate further to identify the source of the problem.

To address this issue, please open Internet Explorer and go to http://www.google.com/ncr. Once the page loads, now go to http://3dwarehouse.sketchup.com/. Once the 3D Warehouse loads, close IE and open SketchUp. Now try to connect to the 3D Warehouse again from File > 3D Warehouse > Get Models.... You can do this same procedure for the Extension Warehouse or the Add Location features.

Alternatively, if you would like to change the URL that SketchUp uses to test connectivity, please ask your IT department to make the following change to your computer:

1. Open a Windows Explorer window. 2. Go to C:\Program Files (x86)\SketchUp\SketchUp 2014\Support 3. Open the SketchUp.dat file with a text editor, preferably Notepad++ 4. Locate the line which looks like this:
ONLINE_TEST_URL=http://www.google.com/ncr
5. Change the value to a URL that you can reliably contact without any kind of redirect or Proxy interference. This could even be your company's Intranet site. For example…
ONLINE_TEST_URL=http://intranet.mycompany.com

  1. Open a Windows Explorer window.
  2. Go to C:\Program Files (x86)\SketchUp\SketchUp 2015\Resources for 32-Bit or C:\Program Files\SketchUp\SketchUp 2015\Resources for 64-bit.
  3. Go to C:\Program Files (x86)\SketchUp\SketchUp 2016\Resources for 32-Bit or C:\Program Files\SketchUp\SketchUp 2016\Resources for 64-bit.
  4. Open the i18n.dat file with a text editor, preferably Notepad++
  5. Locate the line which looks like this:
    ONLINE_TEST_URL=http://www.google.com/ncr
  6. Change the value to a URL that you can reliably contact without any kind of redirect or Proxy interference. This could even be your company's Intranet site. For example…
    ONLINE_TEST_URL=http://intranet.mycompany.com

E. Clear DNS cache

Sometimes, the Windows operating system stores information about Internet activity. Clearing the Windows cache, can help resolve this issue:

F. Ensure the proper ports and domains aren't blocked

SketchUp requires uninterrupted access to the internet for features such as the 3D Warehouse, Add Location and Extension Warehouse. To ensure connectivity you may need to adjust settings in your Firewall, Proxy or Internet Security software for your network or computer.

SketchUp needs access on the following ports:
80, 8080, 443.
For network licenses SketchUp also needs ports 5053 and 50530

If you're uncertain if these ports are open on your machine please contact your network administrator for assistance.

SketchUp needs permission to visit all of the sub-domains for SketchUp.com, easily included as:
*.sketchup.com

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