Problem while installing R2013b on Win7-64bit: setup crashes, Google can't help me

Hello!

I am trying to install R2013b on my machine ( win7pro 64bit ).

But every time I start the setup.exe it doesn't even show the splash screen but instantly crashes. These are some details I can extract from the crash message:

|Problem signature:

Problem Event Name:  APPCRASH
Application Name:  setup.exe_setup
Application Version:  13.1.0.0
Application Timestamp:  52009913
Fault Module Name:  StackHash_382a
Fault Module Version:  6.1.7601.18247
Fault Module Timestamp:  521ea8e7
Exception Code:  c0000374
Exception Offset:  000ce753
OS Version:  6.1.7601.2.1.0.256.48
Locale ID:  1031
Additional Information 1:  382a
Additional Information 2:  382ac78455785054161a4968fa1de59b
Additional Information 3:  b5ad
Additional Information 4:  b5adf43526e25469ab4d3584c1739356|

Don't know if this helps though.

Searching for solutions for this on Google I already did all of the following:

• Rebooted several times :-D
• Windows classic theme
• checked if Java is up to date - it is
• Ran setup.exe in compatability mode for win xp sp 1+2, and Vista + SP 1 + SP 2.
• Created shortcuts on Desktop (that would have been an esoteric solution ;-) )

Help would be appreciated very much. Thank you guys!

Warm regards and a happy new year 2014 from Germany.

[Jens]

Okay, the problem in my case were two things:

1. Download cancelled, when I locked the screen. So I tried to install the programm with a file that is 2,0 gigabytes instead of 6 gigabytes.
2. "Installer class was not found" - My account name contains a german "Umlaut" - an "ä". That's why I was unable to install the program.

So downloading the complete file and moving the file out of my user account folder -> installation 100% complete!

Thanks for the awesome phone support!

[Image Analyst]

Good thing you called them. Of course having the installer file fail to complete downloading would cause a problem, but I never would have thought about an umlaut. The German tech support has probably seen it a lot though.

Answer 1

[Image Analyst]

FAQ: http://matlab.wikia.com/wiki/FAQ#During_installation.2C_the_installer_crashes.2C_hangs.2C_gives_an_error_message.2C_does_not_authenticate_your_license.2C_or_otherwise_does_finish_installing_correctly.

[Jens]

Holy - I only saw the US phone number. Didn't expect a German line. Thank you, Image Analyst!

I will try on Monday, but until then - does somebody know a solution to my problem?

[Jan]

Dear Jens: I suggest to try it on Tuesday, because Monday is a holiday in Bayern.

[Jens]

Yep. Just noticed that myself. Thanks!

[Andreas Goser]

Installation support in German is also available on many local holidays as there is need to serve Germany, Austria and Switzerland customers in all states/Bundesländer/Kantonen. In any case you can submit a request through the web in English 24/7 and say something like "I appreciate to get called back in language x".