Hey,
Cause:
Computer Security software is preventing the MathWorks Installer from connecting to the MathWorks servers. This is known as a connection issue due one or more of the following:
- Antivirus Software
- Proxy
- Firewall
Solution:
Antivirus Software
To temporarily disable your Antivirus on Windows:
- Locate the Antivirus protection program icon on the Windows system tray.
- Right-click the icon and select Disable, Stop, etc. to temporarily disable the program. In some cases, you may need to open the program and disable it using the program's menus.
To temporarily disable your Antivirus on a Mac:
- Locate the Antivirus icon found on your Mac menu bar.
- Click Shut down or disable temporarily until installation and activation have completed.
To temporarily disable your Antivirus on a Linux:
- Locate the Antivirus protection program icon on the Linux system tray.
- Click Shut down or disable temporarily until installation and activation have completed.
Proxy
The MATLAB installer, activation client and update installer will try to automatically inherit your computer's proxy settings on Windows. If this process fails, you may need to manually enter your settings using the "connection settings" button on the first screen of the installer or activation client. The update installer will not allow you to enter your proxy credentials as it automatically inherits your computer's proxy settings. On Mac and Linux, you will always need to enter these settings manually.
To disable your Proxy in Internet Explorer:
- Click the Tools button and then select Internet Options.
- Click the Connections tab and then select LAN settings.
- Uncheck the check box for Use a proxy server for your LAN.
To disable your Proxy in Chrome:
- Open the Customize and Control Google Chrome menu by clicking on the three-dots icon at the top right of Google Chrome, select Settings on the right, find Advanced and finally select o*pen proxy settings.*
- Select the LAN Settings button.
- Deselect the checkbox for Use a proxy server for your LAN.
To disable your Proxy in Safari:
- Go to Menu and click on Preferences from the drop-down menu.
- Select the Advanced tab and then click on the Change Settings button.
- Deselect the checkbox for Use a proxy server for your LAN.
To disable your Proxy in Firefox:
- Click the Tools button and select Options.
- Go to the Advanced panel and select the Network tab.
- Click on Settings in the Connection Section and select No Proxy.
You will need to contact your IT Help Desk to troubleshoot this issue if you don't know your proxy settings or the error persists after entering your proxy settings.
Firewall
You will need to contact your IT Help Desk if your organization is running a network firewall to configure it to bypass blocked connections to the MathWorks servers.
The MathWorks installer needs to contact MathWorks servers on the following ports and addresses:
- login.mathworks.com
- services.mathworks.com
- TCP ports 80 and 443
Your firewall needs to bypass blocked connections for both addresses over both ports. These servers do not use a Static IP Address and will resolve to a Dynamic IP Address. This means that users will not be able to white-list MathWorks servers via IP Address and will have to use the domain name.
If the MathWorks installer is still unable to connect after troubleshooting your proxy and firewall, submit a service request using the link below. Please include the troubleshooting steps you took to resolve the connection issue, and include your installation log file. See this related article if you need assistance locating your log file:
Thanks
