Why do I see the message "Unable to Contact MathWorks" when trying to submit a MathWorks Support Request through the "Request Support" button in MATLAB?

I would like to use the menu of Home tab > "Request Support" in order to request Technical Support help through MATLAB.

- Contact Technical Support

https://www.mathworks.com/help/releases/R2019b/matlab/matlab_env/contact-technical-support.html

But I cannot see the same image in Step 3. at the above documentation.

I see the following image instead of the above manual image.

The above message is that "MATLAB is unable to connect to the MathWorks Support website."

Answer 1

[MathWorks Support Team]

Please see what happens when the page is opened in the MATLAB internal web browser.

1) Open the web preferences

2) Un-check "Use system web browser when opening links to external sites (recommended)." and apply the new preference.

3) Run: web('https://services.mathworks.com/support/service_requests/services/ServiceRequestService');

If you see "This webpage is not available" in the MATLAB internal web browser, please be aware of limitations in the following manual.

- Web Browsers and MATLAB

https://www.mathworks.com/help/matlab/matlab_env/web-browsers-and-matlab.html#bq37bb3-3

-> Specify Proxy Server Settings for Connecting to the Internet

MATLAB supports non-authenticated, basic, digest, and NTLM proxy authentication types.

If a proxy with basic authentication is specified, MATLAB only supports HTTP connections. HTTPS connections are not supported.

You cannot specify the proxy server settings using a script.

There is no automated way to provide the proxy server settings your system browser uses to MATLAB.

The steps mentioned above might not work for all the users.

As part of troubleshooting step one can try changing the HTML renderer using the following commands (please restart MATLAB after changing the HTML renderer for the new setting to take effect) and see if it resolves the issue:

webutils.htmlrenderer('chromium')

webutils.htmlrenderer('basic')

webutils.htmlrenderer('mozilla')

webutils.htmlrenderer('safari')