SketchUp support
Troubleshooting and performance
Resolve startup, graphics, crash and file problems.
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Articles in this category
3D Modeling Issues
Troubleshoot general SketchUp modelling issues.
Troubleshooting and performance
Account Has No Nickname Error
The Credits feature in SketchUp requires your Google Account to have a Nickname associated with it. To add a Nickname to your Google Account, visit the 3D Warehouse and click the Sign In link in the upper right-hand corner.
Troubleshooting and performance
Active Revit 3D View Cannot Be Converted
The active Revit 3D view cannot be converted.
Troubleshooting and performance
Blank Dialog or SDK Error When Exporting
Situation You're exporting a SketchUp file to one of these formats: FBX, OBJ, 3DS, VRM, or XSI. On the Windows platform your export fails with a blank dialog box. On a Mac you get an error message like "SketchUp SDK error: An error has occurred resulting in an invalid output file..."
Troubleshooting and performance
Blurred or Distorted Images
The Quick Answer Download and install the most current video card drivers from the manufacturer's website. Disable 'Fast Feedback' on your system. Make sure that your video card supports OpenGL 1.5+. There are two likely causes of display issues like this:
Troubleshooting and performance
Cannot Create a Valid 3D View
Cannot create a valid 3D view. The project does not contain visible geometries.
Troubleshooting and performance
Cleaning Up Bloated Models
File size can impact SketchUp’s performance. Each entity you create, and each enhancement you apply to those entities, adds to the size of your file. Even when you delete entities you aren’t using, their definition stays in your model, creating what is called model bloat.
Troubleshooting and performance
Clipped or Missing Faces
Troubleshoot clipping and disappearing geometry.
Troubleshooting and performance
Conversion Failed
For Conversion Failed, check Last Error Description in the import dialog.
Troubleshooting and performance
Crash Messages in SketchUp
Check system, installation, extension, model and graphics issues after a SketchUp crash.
Troubleshooting and performance
Device Not Authorized Error
__*We are experiencing technical difficulties. This device is not authorized.*__ When this error appears it means that SketchUp was unable to verify your subscription when you attempted to login. SketchUp needs to verify your subscription at least once every 28 days and needs an active internet connection to do so.
Troubleshooting and performance
Edge Style Value Error
Situation This is only an issue on the Windows operating system. In the Styles browser Edit tab, you change one of the edge settings (e.g. Profiles, Depth cue, Endpoints, or Jitter) to have a value between 1 and 99, but you see an error message "Please enter an integer between 1 and 99."
Troubleshooting and performance
Extension Errors
Troubleshoot extensions that fail to load.
Troubleshooting and performance
Failed to Open Document Error
A corrupted file is a file that contains one or more errors preventing SketchUp from opening it as normal. A file can become corrupted due to issues during the save process, or sending an uncompressed file to another person.
Troubleshooting and performance
Failed to Save to File
Failed to save to file <file name>.
Troubleshooting and performance
File Issues
Troubleshoot SketchUp file issues.
Troubleshooting and performance
Firewall and Proxy Issues
If you're uncertain if these ports are open on your machine please contact your network administrator for assistance.SketchUp requires uninterrupted access to the internet for features such as the 3D Warehouse, Add Location and Extension Warehouse.
Troubleshooting and performance
Fixing Startup Issues
Fix common SketchUp startup problems.
Troubleshooting and performance
Graphics Card and Driver Issues
If you are experiencing graphics related issues, it may be a problem with your graphics card or driver.
Troubleshooting and performance
Graphics and Performance Issues
SketchUp can be a graphics-intensive program. Getting your work done can be difficult if graphics performance is slow or choppy.If you are experiencing performance issues, please review our Hardware and Software Requirements.
Troubleshooting and performance
Hardware Acceleration Errors
Hardware acceleration is unsupported or has been disabled on your graphics card. This error appears when your graphics hardware (GPU) isn’t capable of utilizing hardware acceleration.
Troubleshooting and performance
I Lost My SketchUp Status Bar (PC)
Maximise SketchUp to restore the status bar.
Troubleshooting and performance
I'm Unable to Set the North Angle for My Model
When you first create a model, your model will not contain any geographic orientation or coordinates. You can always use one of the three axes as a placeholder for a cardinal direction. For example:
Troubleshooting and performance
Identifying Your Graphics Card
Identify your graphics card with DirectX Diagnostic Tool.
Troubleshooting and performance
Invalid Filename Error
If you are receiving a message stating “Invalid Filename” every few minutes, it may be an issue with SketchUp’s autosave feature.SketchUp saves your files while you are working on them every five minutes by default.
Troubleshooting and performance
Launch Errors
On launch, SketchUp, LayOut, Style Builder and Viewer check that your machine meets the requirements to run each program and shows you an error dialog if it does not meet those requirements.
Troubleshooting and performance
LayOut Performance Issues
The most common performance issues you may encounter are usually due to the way LayOut handles your SketchUp viewports. Here are a few common ways to improve performance in LayOut.
Troubleshooting and performance
Loading an Offline Bugsplat Report
If a crash occurs when you are not connected to the Internet, BugSplat displays a dialog box indicating that a zip file has been created on your local hard drive. This dialog box also indicates the name and location of the zip file (normally AtLastCrashMMDDYY_HHMMSS.zip in your Windows temporary directory).
Troubleshooting and performance
MacOS - Spacebar Opens Model Info
Disable Full Keyboard Access with Ctrl+F7 or Ctrl+Fn+F7; use Keyboard Shortcuts settings if needed.
Troubleshooting and performance
Model's Background Color Shown in Vector Mode
If you're using the Vector rendering feature in LayOut, you may see the background color of your SketchUp model in cases where it shouldn't be visible. This can happen if there's a hole in your geometry that shows the background color or if the SketchUp window in LayOut clips any geometry.
Troubleshooting and performance
My Logitech Mouse is Running Slowly
Logitech mouse acceleration settings affecting SketchUp.
Troubleshooting and performance
My Shortcuts Won't Save
When you customize shortcuts, SketchUp saves the changes you make along with your other preferences. If you make changes to your shortcuts and they don’t save between sessions, there are two ways you can troubleshoot that issue.
Troubleshooting and performance
NVIDIA Graphics Card Error
Windows devices with an NVIDIA graphics card may encounter the following error message:"Your hardware configuration does not meet minimum specifications needed to run the application. The application must close. Error code: 6"To resolve this issue, please try the following steps:
Troubleshooting and performance
No Valid 3D View Found in Revit File
No valid 3D view can be found in the Revit file.
Troubleshooting and performance
Online Services and Connectivity Issues
Troubleshoot SketchUp online services and connectivity.
Troubleshooting and performance
Passkey Issues
Passkeys are encrypted digital keys you can use as a Multi-Factor Authentication (MFA) method for your Trimble ID. For information on how to set up a passkey, see Passkeys.To help avoid issues with your passkeys, here are some best practices we use here at SketchUp:
Troubleshooting and performance
Performance Issues
Some performance issues aren’t directly related to your graphics card or drivers.
Troubleshooting and performance
Product Functionality Issues
Troubleshoot SketchUp tools and modelling features.
Troubleshooting and performance
Push Pull Is Not Working
The Push/Pull tool cannot extrude objects that are a part of a Component or Group. Double-click the Group or Component to edit it, then select a surface to manipulate.For more information see Pushing and Pulling Shapes into 3D in our Help Center.
Troubleshooting and performance
RAM Issues
SketchUp’s recommended hardware requirements state you need at least 8GB of RAM. That means for the average SketchUp model, 8GB should be all you need. Larger models can use up a lot of memory and may cause performance issues like stuttering while modeling.
Troubleshooting and performance
Recommended Graphics Card
We recommend any graphics card that fully supports OpenGL 3.0 or higher and has at least 64 MB of video memory. If you're going to create large models, we recommend a graphics card with more than 512 MB of video memory.
Troubleshooting and performance
Rendering Delays While Modeling
To keep SketchUp interactive and responsive while you're modeling, SketchUp waits to render the model with full detail until you temporarily stop working on the model.
Troubleshooting and performance
Reporting Errors with BugSplat
When SketchUp crashes you will see Bug Splat, a third party application integrated into SketchUp that helps us collect crash information.
Troubleshooting and performance
Revit Importer Errors
When importing a Revit file into SketchUp, you may encounter the following error messages: No valid 3D view can be found in the Revit file. The active Revit 3D view cannot be converted. Cannot create a valid 3D view. The project does not contain visible geometries. Conversion Failed.
Troubleshooting and performance
Sign In and Account Issues
Trimble ID sign-in troubleshooting for SketchUp and Warehouse services.
Troubleshooting and performance
SketchUp and OpenGL
3D applications, such as SketchUp, require abundant system resources. Aside from having a fast CPU and large amounts of RAM, your video card and video card drivers must be 100% OpenGL compliant. What is OpenGL?
Troubleshooting and performance
Texture Images Failed to Import
Texture images failed to import.
Troubleshooting and performance
Tools and Functionality Issues
You may run into issues with tools, extensions, and other features and functions. This article may help you find solutions to your problems.
Troubleshooting and performance
Troubleshooting
SketchUp troubleshooting and support resources.
Troubleshooting and performance
Troubleshooting 3rd Party Sign In
Google, Apple and Microsoft sign-in troubleshooting for SketchUp.
Troubleshooting and performance
Troubleshooting Add Location
Here are some common issues a user may come across when using Add Location. Missing Terrain or TilesIf your import is missing sections of terrain, also known as tiles, it may be because those sections weren’t available at the resolution you selected or the provider didn’t get the data for that area.
Troubleshooting and performance
Troubleshooting Exporting and Importing CAD Files
SketchUp subscribers can import and export models using a wide variety of formats. In this article are some common issues you may encounter and how to handle them.
Troubleshooting and performance
Troubleshooting Multifactor Authentication
What is Multi-Factor Authentication?Multi-Factor Authentication (MFA) is a security process that requires users to provide two or more verification factors to gain access to their Trimble account. MFA enhances security by requiring something you know, like a password, and something you have, like a verification code.
Troubleshooting and performance
Troubleshooting Trimble Identity
Trimble ID password and sign-in help.
Troubleshooting and performance
Troubleshooting a Corrupted File
A corrupted file is a file that contains one or more errors preventing SketchUp from opening it as normal. A file can become corrupted due to issues during the save process, or sending an uncompressed file to another person.
Troubleshooting and performance
Unexpected File Format or File Not Found Error
In the case of an incomplete download, the problem isn't with the model itself; rather, the failed download results in an incomplete file that SketchUp can't recognize or open.
Troubleshooting and performance
Unknown Graphics Card
This message means your computer can't detect an installed graphics card. When that happens, the computer runs in Software Emulation mode. If you see this message, you should update your graphics driver. For more information about how to update a graphics driver, click here.
Troubleshooting and performance
Updating Your Graphics Driver
Graphics-driver updates for SketchUp display and performance problems.
Troubleshooting and performance
Version of Revit File Not Supported
The version of the Revit file is not supported.
Troubleshooting and performance
When I Select a Face, the Reverse Face is Selected (PC)
This is a known issue with some OpenGL graphics drivers. We have built a workaround option into SketchUp: In SketchUp, open the "Window" menu. Click "Preferences." Click "OpenGL." In the "Acceleration" section, select the "Correct reversed picking driver bug" option. Click "OK."
Troubleshooting and performance
White or Black Box Around Cursor
SketchUp supports real-time 3D drawing, you must make sure your display settings are optimized for 3D. If you see a white or black outline around your cursor in SketchUp, you can usually fix this by increasing the color quality for your display.Note: For some older graphics cards, this might not work.
Troubleshooting and performance