Invalid key message when authorizing

matt2stevenson · 12 Aug 2008, 15:23

Hi,

I've just purchased a copy of Sketchup Pro 6 having previously run the free version and the trial version. When I try to register, I copy and paste the relevant info from my e-mail ie. user name, serial no. and authorisation no. in the relevant boxes ( the last box asks for the key, is this the same as the authorisation no. or have I missed a stage somewhere?) When I click 'add' the message invalid key comes up. Anyone know what I'm doing wrong. I've trawled through all the relevant info and can't find what is the problem. I'm in the middle of preparing a presentation and desperately need to use Layout. I've tried installing with internet connection on and off, and having restarted the computer. Always the same problem.

Any help would be wonderful!!

Thanks,

Matt

CraigD · 12 Aug 2008, 16:02

Hi Matt, what platform are you on (Mac - Win)?

You're correct, the authorization number is the same as the Key.

I would try just copying and pasting making sure you do not have any spaces selected. If that doesn't work, then quit relaunch and try typing the serial number and Authorization (key) numbers in by hand.

Let us know how it goes.

Cheers,

 - CraigD

matt2stevenson · 12 Aug 2008, 17:41

Hi CraigD,

Thanks for your response, I'm on an Intel Mac - OS X Version 10.4.11. Unfortunately, I've tried all the stages you suggest, still no joy. I have noticed that having copied or manually typed in the User ID, the letters, which show as capital in the e-mailed info, convert to lowercase when I click out of that box. Since the e-mail states that these lines are case sensitive, I wonder if that's part of the problem. Manually altering them doesn't stop them changin back either! The dialogue box which I'm entering this info into is the one that comes up when I click to open sketchup, ie first pops up a box saying 'not licensed' with the option of 'use unlicensed' or 'new license'. Clicking on 'New License' opens a new box 'Sketchup license registry', which is where I enter the relevant details (Clicking on the 'sketchup' tab once sketchup is open and scrolling down to 'license' brings up the same box). Have I missed a stage in the authorisation process? I can't see where if I have. I have e-mailed the Sketchup Help Centre, is that the best port of call at sketchup? Do they respond?

Thanks in advance,

Matt

CraigD · 12 Aug 2008, 17:49

Hi Matt, that's strange and sounds frustrating.. I'll talk to some folks and see what we can do. In the mean time, can you PM me your contact info so that I can forward that to the tech support folks and give them a heads up?

Thanks for working on this with me and being patient..we'll try to get you fixed straight away.

Cheers,

 - CraigD

SketchUp Guide Tommy · 12 Aug 2008, 17:53

Hi Matt,

It sounds like you purchased, or were provided, a Windows license by accident. Feel free to contact our Sales team and they'll hook you up:

Error 404 (Not Found)!!1

(sketchup.google.com)

Enjoy!

matt2stevenson · 12 Aug 2008, 18:05

Hi CraigD/Tommy,

Tommy, I think you might be right about the windows version. I'm pretty sure that I clicked the Mac version, so not sure how that happened, but reffering back to my confirmation e-mail, it seems to suggest it is a windows version. If this can be easily sorted It'd be great. . Meanwhile I'll contact the sales team via the link Tommy provided.

Thanks to you both for your assistance!

Matt

matt2stevenson · 14 Aug 2008, 11:45

All sorted now, I have received a mac compatible license, hurrah!

Thanks again for your help with this.

Matt