When shall I contact MathWorks' Technical Support and how?

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When shall I contact MathWorksTechnical Support and how?
Is MATLAB Answers an alternative to Technical Support?
Am I eligible to contact Technical Support?
(Sorry for asking a question that I will answer myself. It is also intended that you can post answers and comments with your viewpoint)
  1 Comment
Daniel Shub
Daniel Shub on 15 Mar 2012
Care to add something (or maybe another question) about viewing and reporting bugs. I sometimes struggle accessing that aspect of "technical support."

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Answers (8)

Andreas Goser
Andreas Goser on 4 Mar 2011
How you can contact Technical Support:
Depending on the type of question, you may like to call Technical Support or submit a web request. A web request is best when a submission of code or a model is needed to resolve your problem. A phone call may be better when you need guidance without a code example.
Here is the starting point with the contact information for the US. There is also a pull down menu with contact information for all other countries, including countries without MathWorks offices.
More information on Service Requests in this FAQ.

Jan
Jan on 4 Mar 2011
See also the command SUPPORT:
help support

Andreas Goser
Andreas Goser on 4 Mar 2011
Does my license need to be current on Software Maintenance Service (SMS) to open a Service Request?
No, your license does not need to be current on SMS to open a Service Request online. The system puts no restrictions on who may use the interface. Depending on the type of support you are requesting, though, you may need an active license. See the Eligibility Requirements for Technical Support for more information.
Do I need a MathWorks Account to create a Service Request online?
Yes, you will need to either log in with an existing MathWorks Account or create a new account to submit and track Service Requests. You can create an account as part of the request creation process.

Sean de Wolski
Sean de Wolski on 14 Mar 2012
Technical Support
  • Crash of any kind
  • Segmentation Violations
  • Unable to open MATLAB
  • Java Exceptions (a command window filled with red)
  • Unexpected Results
  • Feature suggestions
Answers &| Technical Support
  • How do I do this?
  • Is it possible to do this?
  • Bugs and obscure behavior
Answers
  • Students with Homework
  • Have any of you done this?
  • Debugging assistance
  • Friendly discussion
files@mathworks.com
  • Anything having to do with MATLAB Central (FEX, CODY, Trendy, Answers, etc.).

Andreas Goser
Andreas Goser on 4 Mar 2011
If you wonder if MATLAB Answers is an alternative to Technical Support and when shall you contact Technical Support - let me describe how I personally would do it:
I would always start to find the answer to my question on the web, including MathWorks website (Answers, solution, documentation).
If my question needs expertise with a certain application and I am interested how other researchers and developers solve this, I would expect MATLAB Answers would give my a broader set of technical and mathematical viewpoints and experiences.
If my issue needs expertise with non-MathWorks tools like 3rd party products, I'd also expect the community give a broader set of responses.
If I would have a bug and the bug is not published on MathWorks website, I would always contact Technical Support. Because this is the only way I can be sure this will be reported to Development. The same is true for Enhancement Requests. Developers and Technical Support Engineers monitor MATLAB Answers, but the primary goal is providing a users-help-users forum.
I would contact Technical Support for resolving complex questions, especially when example code and models are needed to resolve the question.
  1 Comment
K E
K E on 14 Mar 2012
If example code and models are not something that I would like to make public, I would contact Tech Support. More of an issues for non-university users.

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Andrew Newell
Andrew Newell on 4 Mar 2011
Problems installing a product should be referred to Technical Support.
  1 Comment
K E
K E on 14 Mar 2012
The license manager can be an exercise in frustration if you have to change license types or move licenses around. Tech Support is the right choice in those situations.

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Image Analyst
Image Analyst on 15 Mar 2012
I don't call them unless I've tried to solve it myself for around half an hour, at least. I want to make sure it's a really tough problem and not something that I'm going to slap my forehead over if they tell me the solution.

Govardhan Reddy Yanala
Govardhan Reddy Yanala on 30 Apr 2022
Hello,
I am doing simscape on ramp course, in the very start of the course i was asked to submit the answer and i get this error.
I am not sure what is causing this error. could you please help me figure out this.
Unrecognized function or variable 'simmechanics.sli.internal.register_datatypes'.
Thanks

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