Activation problems

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  • #26054
    Luke Mackley
    Participant

    Once again Activation of Condoc in sketchup has failed. Happens all the time.

    Every time I start sketchup I have to activate Condoc and then it hangs, does not connect. It may work sometime today to tomorrow. I am using a Mac, and don’t use window explorer if this is a connection issue? I use Safari.

    And yes I’ve checked firewall and allowed Condoc to communicate in and out.

     

    This never happened until the upgrade of Condoc 4 and sketchup 2019

    This is not good!

    • This topic was modified 4 years, 4 months ago by Luke Mackley.
    #26056
    Mike Brightman
    Keymaster

    Hello Luke,

    Sorry to hear that you’re still having issues with this. It seems like you’re up to speed on all the recommendations we have to remedy the problem. The only other suggestions I would have require some more info to understand what’s going on so that we can help.

    • Do you have other premium extensions that are not working or experiencing similar issues?
    • Is your Extension Warehouse and 3D Warehouse working and connecting ok (both require internet connections to validate)?
    • Do you have multiple purchases and/or Trimble accounts that you might be using?
    • Have you tried installing ConDoc and logging in on another computer?

    There are a few topics in the SketchUp forums regarding connectivity issues. Some people have tried purging their cache (if you’re using Safari) and merging their accounts (if you have multiple ones). You could also try disabling all other plugins except ConDoc and see if that works. Maybe re-activate one-by-one to help identify if there is a competing process preventing our plugin from working. We’ll continue to research a bit and follow up.

    #26062
    Mike Brightman
    Keymaster

    Hi Luke,

    Try having the Ruby Console open in SketchUp when you click on any of our tools or try activating. You can find this in Windows>Ruby Console. If you see any errors that are reported, take a screenshot and send it to us or copy/paste into an email. This can help us to track down any other issues. Even in failure cases (no internet, connection failed, invalid username/password, expired subscription, etc), the window should still respond and report the issue to the user.

    #26063
    Luke Mackley
    Participant

    Thanks Luke

    open Ruby Console worked!!!!

    #26066
    Mike Brightman
    Keymaster

    Hi Luke,

    Did the Ruby come up with any errors? Sounds like you were able to get the ConDoc activation to go through?

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