A bit late to the party here but I need to say that Sketchup's support is complete and total garbage. I type this as my paid subscription has just vanished into thin air.... for the SECOND time. F'ing awful!!
Their 'support' will cheer you on as you figure out the issue on your own. Pathetic.
Some Alternatives: Rhino 3D (expensive upfront but a perpetual license) and Blender (Free?!).
