Troubleshooting Connectivity Issues within SketchUp

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 a website. If your network has a Proxy in place that tries to direct the computer to another location, 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.

E. Change the URL SketchUp uses to test connectivity

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. To start, you’ll need to open and edit the PrivatePreferences.json file which can be found in the following locations:
    • On Windows, navigate to:
      %localappdata%\SketchUp\SketchUp 2019\SketchUp\PrivatePreferences.json
    • On MacOS, select Go > Go to Folder... and enter:
      ~/Library/Application Support/SketchUp 2019/SketchUp/PrivatePreferences.json
  2. Locate the line "OnlineTestURL": "", and insert a desired URL in the blank quotes.
    • For example, use https://www.yahoo.com (not just yahoo.com). Save your changes to the PrivatePreferences.json file (with SketchUp closed) and then start SketchUp to begin using the new URL.
Note: SketchUp must be closed when this edit is made. If SketchUp is open during the edit then the file will be overwritten back to the default setting upon SketchUp closing.

F. Clear DNS cache

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

G. 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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