Troubleshooting Licensing and Login Issues for Enscape in SketchUp

Enscape Enscape Host Applications Enscape for SketchUp
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1

The customer device we manage as an external IT service provider has the following systems:
Manufacturer
Dell Inc.
Model
Precision 5570
Microsoft Windows 11 Pro 10.0.22631
Architecture
64 Bit
Enscape 4.13.0.619
SketchUp 2024 24.0.594
SketchUp 2026 26.0.429

However, in SketchUp, the plugin connects correctly and is displayed at the top in the toolbar, but for licensing, the floating license is active on the customer’s private device where it works. But when I try to log in, there is always an error. The account that is supposed to be used for logging in is not signing in despite the correct email address and license. I have no idea what the issue is. We will also check the login again tomorrow and test a few things based on this article:
https://support.chaos.com/hc/en-us/articles/36798754083217-How-to-fix-sign-in-issues-with-V-Ray-Enscape-and-Corona

I’m not sure if this is the correct procedure; please correct me if not and provide timely support!

2

Hi @PIT-Support , and welcome to our Forum.

Please kindly also forward this to our dedicated licensing/support team (you can simply copy-paste what you wrote here for the submission form).

They’ll be able to take a closer look and help troubleshoot the root cause behind this behavior as soon as possible.

Thanks in advance for your cooperation. And just in case you’ve already reached out to support with this, feel free to ignore this message, of course.