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Why do I get a connection error when installing or activating MATLAB or another MathWorks product?

I get an error that I cannot connect to MathWorks when running the MATLAB installer or the activation client. However, I can access the website. Why can't the activation client connect to the MathWorks?

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24 Answers

Answer by MathWorks Support Team on 23 Aug 2017
Edited by MathWorks Support Team on 23 Aug 2017
 Accepted Answer

If you receive a connection error when attempting to install or activate MATLAB or another MathWorks product, even if your computer is connected to the internet, there is likely a firewall or proxy server which is preventing the activation client from contacting MathWorks.

This error will read:

The application could not connect to MathWorks. Please make sure your internet connection is available and that all software and hardware firewalls have been disabled before retrying your request.

On Windows, the MATLAB installer and activation client will attempt to automatically inherit your computer's proxy settings. 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. On Mac and Linux you will always need to enter these settings manually.

If you do not know your proxy settings or the error persists after entering your proxy settings, you will need to contact your system administrator to troubleshoot this issue. They will be able to assist you with your proxy settings. If your organization is running a network firewall, you will need your system administrator's assistance to configure your firewall to bypass blocked connections to MathWorks servers.

In order to connect to MathWorks for downloading, installation, or activation purposes, the MathWorks installer needs to contact MathWorks servers on the following ports and addresses:

  • login.mathworks.com
  • services.mathworks.com

The connection will be established over TCP ports 80 and 443. Your firewall needs to bypass blocked connections for both of these addresses over both of these 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 whitelist 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:

Where are the MATLAB installation log files located?

http://www.mathworks.com/matlabcentral/answers/101927

If you are getting a connection error while installing a Support Package, please refer to the following Article:

How do I download a Support Package if my network has a proxy?

http://www.mathworks.com/matlabcentral/answers/121434

For releases prior to R2014a, if you are unable to connect automatically, and are unable to troubleshoot the connection issue, you can manually download you products. Please refer to the following article for detailed directions on manually downloading product installation files for releases R2013b and earlier.

How do I manually download MATLAB

http://www.mathworks.com/matlabcentral/answers/101074

For instructions on how to install/activate manually, see the MATLAB Installation Guide here:

http://mathworks.com/help/install/ug/install-and-activate-without-an-internet-connection.html

For Students, you can use the article below to activate manually.

How can I activate MATLAB Student Version on a computer without internet access?

http://www.mathworks.com/matlabcentral/answers/96253

Please contact MathWorks Technical Support and create a help ticket if you run into any other related issues. 

  15 Comments

Thank you Dalan3r for sharing your solution. Took me 3h to destroy my local network and wireless trying to change setting about security firewalls, proxis, etc. Before I read a bit more into the comments! 2 seconds running those commands and all Worked! my OS is windows 10

My OS is also Windows 10 and when I try running from the wommand prompt I just get a message for an apparently false syntax for "setx" ...

the "setx" should be run at a Windows command prompt.

I see a site pointing out that Windows 10 has a bug in it's GUI interface for setting environment variables, with the bug fixed in the Anniversary Edition. This would not have affected setx though. http://www.winhelponline.com/blog/set-user-environment-variable-setx-windows-10/

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Answer by Sean
on 30 Jul 2014

When I received this error, it was not due to proxy settings or firewall settings. Rather, when I downloaded the installer, the download location was on a remote drive (a windows remote profile DFS location). I copied the setup file to the local drive, and it ran fine.

  2 Comments

Similar here - got this error with many internet connection settings when running the installer from my user desktop. Moved the installer to the local drive (C:) and ran with admin privileges and it worked fine.

Can anyone from MathWorks explain why the installer for many releases of MATLAB inaccurately complains about proxy servers when run from a network drive?

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Answer by Chris Håkansson on 23 Feb 2015

I had the same problem and followed all instructions above about filling in proxy-server information and deactivating the firewall etc. but nothing worked. Turned out all I needed to do was uncheck the box which indicates to use a proxy server. It is as mentioned in other links found in Control Panel/Internet Options/Connections/Lan Settings.

  1 Comment

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Answer by Brian Zarling on 16 Feb 2015

I turned off my firewall and I still can't connect to Mathworks.

  0 Comments

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Answer by Jon
on 16 Dec 2014

On a Mac (running 10.10 [Yosemite]) I still needed to temporarily disable the Firewall (under System Preferences > Security & Privacy) in order to complete activation.

  0 Comments

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Answer by Donald Niman on 23 Feb 2015

This is what I did to successfully install Matlab (Home Use) on my Windows 7 x64 SP1 system. Note that I do not know which one of the following things helped to make things work; I just did all of them. Also note that I am not using a proxy server, if you are, this will probably not help you.

1. Turned off internet router and then turned it back on.

2. Restarted the PC in Safe Mode.

3. If applicable to you: The installation file was on hard drive volume D:\ and I moved it to C:\

4. From control panel->administrative tools->Services, I right-clicked "Windows Firewall" and selected "Stop".

5. I ran the Matlab installation file from c:\.

6. When the installation screen came up, I did not click on the button at the top right of the dialog. Instead, I clicked the "next" button at the bottom. (Of course, I am not using a proxy server.)

7. A dialog appears to enter your login credentials: do that and the installation will continue.

8. The installation will eventually complete and then you can activate it by following the on-screen directions.

9. I restarted the system normally and verified that Matlab was working.

(Hopefully, I did not leave anything out.)


Answer by Caitlyn Hampel on 24 May 2015

I had this problem as well, but I found that it was because my internet connection was too slow. So it only worked when I used a faster connection. Beware that the downloads during installation are rather large files, including the toolbox add-ons. Hope this information can be of help to others.

  1 Comment

I had the same issue but it must have been my connection speed, because it worked on the third attempt without me actually changing anything.

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Answer by Furkaan Hossain on 25 Aug 2017

Hi there, I am using a Window's 10 on my pc. Not a part of any organizations. As far as I can tell I am not using a proxy server and I tried installing MATLAB with my firewall turned off as an administrator. I am still encountering the connection error. Any help in the matter would be greatly appreciated. Thnks

  6 Comments

Experiencing this problem as well after troubleshooting on Sept. 11, 2017 from 2:00pm to present (3:43PM)

Is it still down? My error just reads 'The application could not connect to MathWorks' and nothing about firewalls or proxys

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Answer by Luke
on 26 Nov 2014
Edited by Luke
on 26 Nov 2014

Internet security software designed to block certain IP ranges such as PeerBlock have MathWorks black listed in the default block-list.

Just set the blocked IP to "allow permanently" to let the installer connect and download your license details, software and associated toolboxes.

  1 Comment

Mathworks delivers some of its content using one of the major cloud providers. It might be the case that the cloud provider is what is blacklisted rather than Mathworks itself.

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Answer by Greg Laurie on 2 May 2015

I've also tried all of these tips, but activation via my account here doesn't work. So I tried using the File Installation Key process, but I always get the following error message: "Using a File Installation Key requires you run the installer from a MATLAB DVD or from a directory which contains files previously downloaded via the installer. To obtain the missing files, click Back on the previous screen and select Log in with a MathWorks Account or contact your MATLAB license administrator." I did get the licence code file and all. Any ideas? I need the software for a Coursera MOOC about Computational Neuroscience. Thanks in advance!

  1 Comment

Hi Greg,

If you are still having trouble installing MATLAB, please contact MathWorks support:

http://www.mathworks.com/support/contact_us/

-Scott

MathWorks Installation & Licensing Support

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Answer by Charles Dalley on 5 May 2015

Right. I have restarted the process multiple times! I've checked all the suggested settings and turned off windows firewall, but every time I get to the 'select license' page having logged in, it stops me from proceeding even though it clearly is connected as it got the details in the first place!

and it blocks me from doing the license file thing, saying 'no products exist for this license' even though I activated it for 2014a

HELP, I HAVE COURSEWORK DUE

  1 Comment

Hi Charles,

If you are still having trouble installing MATLAB, please contact MathWorks support:

http://www.mathworks.com/support/contact_us/

-Scott

MathWorks Installation & Licensing Support

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Answer by Bradley Alderton on 6 May 2015

Charles, i'm in the same position as you. I have coursework due tomorrow and this is quite a headache!

  1 Comment

Hi Bradley,

If you are still having trouble installing MATLAB, please contact MathWorks support:

http://www.mathworks.com/support/contact_us/

-Scott

MathWorks Installation & Licensing Support

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Answer by Carsten Jorgensen on 15 Jul 2015

I just came across this same error. At first, I assumed it was because I was installing on a Windows XP system. When I discovered that Win XP was still supported for 2015a, I decided to troubleshoot further.

My resolution: The system could not communicate with the MatLab servers because the Date/Time on the system was inaccurate. - Setting the systems Date/Time correctly resolved the issue.

  0 Comments

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Answer by Andreas
on 15 Sep 2015

The setup program was trying to go to the IP address of the mathworks site instead of DNS name. Had to add https://144.212.244.21 and https://144.212.244.16 to the firewall.

It is unclear to me why MathWorks would use fixed IP addresses instead of DNS. Please fix this issue.

  1 Comment

Andreas,

The installer does reach out to the MathWorks servers using DNS, not IP address. The IP addresses for those servers are static, yes, but that's not what the installer uses to reach them.

If the MATLAB installer is consistently resolving the wrong IP address for MathWorks service and activation servers on your machine, please contact MathWorks support so we can troubleshoot this issue.

http://www.mathworks.com/support/contact_us/

Thanks,

-Scott

MathWorks Installation & Licensing Support

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Answer by Tony Langley on 5 Dec 2015

I recently faced the same issue on my Mac. It wasn't because I was using a network proxy (per se) or that the I had OSX's firewall turned on.

Eventually I worked out that it was because of Kaspersky Internet Security. So I temporarily disabled that which then allowed the installer to work.

  3 Comments

I had the same prob on my mac. I discovered that I have to open it in the same network as I installed the software. Support didn´t provide any help. For me it´s over and out, I stick with Mathematica...

Mathematica uses exactly the same license manager (but possibly a different revision at present.)

Having this issue on a Mac with El Capitan. Confirmed with Network Utility that we could reach both ports 80 and 443 at both urls listed above. Firewalls were turned off on both individual machine and router. Suggestions?

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Answer by Manoella Sánchez on 7 Jan 2016

I have a problem with the process. I need log in with MathWorks account. The messenge is " The application could not connect to MathWorks. For more information on resolving this issue, see this Support Article" Please help me.

  1 Comment

I am facing the same problem and no reply for MathWorks support team.

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Answer by Birds Mafereka on 24 Feb 2016

The following error was detected while downloading 3p/icu_win64_1438296709.enc: null Would you like to retry downloading 3p/icu_win64_1438296709.enc? If you press No, the installer will exit without completing the installation. Hepl please I got this error and it keeps on poping when trying to download?????

  1 Comment

Hi Birds,

This type of error usually indicates that security software or antivirus software installed on your machine is interfering with the MATLAB installer. To resolve this issue, add the MATLAB installer to your security software's whitelist, or disable your security software for the duration of the installation.

Thanks,

-Scott

MathWorks Installation & Licensing Support

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Answer by Yu Xiong
on 8 Mar 2016

I have got the same issue here and no idea what I should fill in on Server and Port.

  2 Comments

Please contact Technical Support using the Contact Us link in the upper-right corner of this page for assistance.

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Answer by Michael Rook on 18 Jul 2016

I am attempting to install MatLab for the QUT Robotics course. I have downloaded the files but I cant install anything. It says it cant connect to Mathworks. In the Connection Settings box it is asking for information I dont know. It says I can leave it blank, but does not work that way either. I can't submit a Ticket as I have no License Number. I am on a home computer with a wireless modem. I have a Mathworks account. How do I install this program as nothing seems to work and I need to start this course now?

  0 Comments

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Answer by SEI U
on 16 Jan 2017

プロキシサーバー認証の画面にユーザーとパスワードを入れて下記のエラーメッセージがありました。 「アプリケーションは MathWorks に接続できませんでした」

  1 Comment

Approximate translation:

I entered the user and password on the proxy server authentication screen and the following error message was found. "The application could not connect to MathWorks"

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Answer by mohamed essam on 25 Feb 2017

 الرساله دي بتظهلي لما اعمل activation
<The application could not connect to MathWorks. For more information on resolving this issue>

  1 Comment

Hi Mohamed,

If you are still experiencing a connection issue during Install or Activation and have tried the solution listed above, then please contact MathWorks Support for further assistance. Our contact information can be listed in the link below.

https://www.mathworks.com/support/contact_us/

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Answer by Ismael Núñez Pereira on 25 Sep 2017 at 0:25

Dear Sirs The best answer for installing Matlab in Windows 10 was done by Dalan3r on 28 Sep 2016. Thank you Dalan3r!

  0 Comments

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Answer by Yehya Jebbaoui on 28 Sep 2017 at 13:34

Turn off the Wifi of the institution you are in, then turn on Mobile hotspot on your phone to share the mobile connection (if you have 3G or 4G). You will pass the first steps and it will start downloading. When it starts downloading, switch to the wifi. It worked for me.

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