Why do I receive the error "There was a problem downloading the Support Package"?

Why do I receive the error "There was a problem downloading the Support Package"?

Answer 1

[MathWorks Support Team]

This error can appear for several reasons, with the main reason being due to a connection error between your computer and the Support Package server. This can happen as the result of security software or firewall on your network or local computer blocking this connection.  

To troubleshoot this error, please reference the following article:

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

If you are receiving this error when installing any support package in MATLAB R2016b, apply the following patch to your MATLAB installation (the patch is written for the MinGW support package, but is applicable to all support packages): 

www.mathworks.com/support/bugreports/1507667

If you are still experiencing this error after trying the above, locate your MATLAB installer log file. For more information on locating your installer log file, please reference this article:

https://www.mathworks.com/matlabcentral/answers/101927-where-are-the-installation-activation-service-host-log-files-located-for-matlab

If you need further assistance, please contact MathWorks support and attach your MATLAB installer log file. 

[Antonio Montes de Oca]

I am also still having the same issue. I am running the Mac version Sierra (2017a) but I also get the same error on the Windows version. I've tried updating my java version, switching my OS, restarting my mac, different profile for downloading the package, downloading the package through safari, trying to install a different package, and nothing works. My log file looks like this:

(Sep 07, 2017 10:41:26) Error: The application encountered an unexpected error and needs to close. You may want to try re-installing your product(s). More information can be found at /var/folders/2n/057jdpw90dqc_s424xkdzvwc0000gn/T/mathworks_user.log

(Sep 07, 2017 10:41:26) Exiting with status -2

(Sep 07, 2017 10:41:26) End - Unsuccessful.

(Sep 07, 2017 10:41:26) Download Error: There was a problem downloading the support package. To resolve this issue, see this MATLAB Answer at com.mathworks.supportsoftwareinstaller.api.SupportSoftwareClientBridge.downloadProductDataByBaseCode(SupportSoftwareClientBridge.java:521) at com.mathworks.supportsoftwareinstaller.services.ProductValidationService.validateProductsWithOverrides(ProductValidationService.java:78) at com.mathworks.supportsoftwareinstaller.services.ProductValidationService.validateProducts(ProductValidationService.java:48) at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:606) at com.mathworks.installservicehandler.JsonPassThroughResponseWrapper.getData(JsonPassThroughResponseWrapper.java:24) at com.mathworks.installservicehandler.JsonPassThroughResponseWrapper.getData(JsonPassThroughResponseWrapper.java:10) at com.mathworks.connector.cosg.impl.CosgServiceProvider.deliver(CosgServiceProvider.java:76) at com.mathworks.connector.impl.ConnectorImpl.handle(ConnectorImpl.java:64) at com.mathworks.connector.impl.ContextImpl.handle(ContextImpl.java:182) at com.mathworks.connector.native_bridge.impl.NativeBridgeImpl.handle(NativeBridgeImpl.java:25) at com.mathworks.connector.native_bridge.NativeBridge.fromNative(NativeBridge.java:23)

[Md. Mubarak Hossain]

Hi dear friends, I faced same problem but I've solved it. I use Chrome as my default browser. I added many extensions like add blocker any many other blocking extension which was the reason to show the error. Therefore, You just Disable the Extensions and try it again. Hope it will work......

[xiangyu liang]

I also faced the same problem and noticed this answer mentioned " security software and firewall".So I tried shutting them down temporarily.And it worked!Maybe you could have a try.

[Hewy.j]

Running MATLAB as administrator solved this problem for me!

[Avishka Dhananjaya]

this works for me.thanks

[haokun zhu]

useful way to solve my problem

[yu kuang]

It works for me!!! Thanks

[tao wang]

useful way to solve my some problem!!Thanks

[Julius Zhu]

I have the same problem. I don't know how to solute it.

[Rong Cao]

I have the same problem

[Colin Fraser]

If you are still experiencing this issue, please create a service request below.

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

-Colin Fraser

[javad salman]

I want to get the installation file for MATLAB Support Package for USB Webcams. Please send me the package file. [e-mail]

[Walter Roberson]

@javad salman

I do not think users are permitted to send that; you should contact Mathworks Support for this.

[James Dashner]

I was having the same problem. The screenshot shared by @Julius Zhu is what I was also seeing. I tried:

1. Running MATLAB as adminstrator: did not work; gave the same error.
2. Installing the workaround for MinGW package: did not work; gave the same error.
3. Allowing access for "all ports and devices" in my network firewall: not sure if this helped; but it did not work by itself.
4. Redownloading the package from Mathworks: After following 3 above, I re-downloaded the minGW package from Mathworks. This time, it started installing. What I am thinking is that any changes to the file name or "opens with" properties can damage the install package. If you have done any of the two, make a fresh download and install.

[Cai Zhihe]

I have solved this problem by disconnecting my VPN

[Yi Fu]

我刚刚就是把它关掉了，再重新下载了一个安装包，然后以管理员身份运行matlab，然后重新在下载文件夹找到安装包，然后双击安装包，等待，不要着急，然后它会再打开一个matlab的窗口，然后此时你不要点，就一直等，它就会出现“这可能比平时花费更长时间”，然后过一会儿就好了，重点是不要点！双击完安装包之后等待即可！不要手动点matlab左侧的窗口里面的安装包！

[mt]

在MATLAB中安装包路径右键选择下载并安装即可解决

[Huang xiaofeng]

一般是网络问题，多试几次就可解决

Answer 2

[Hewy.j]

I had the same problem - It was solved by running MATLAB as administrator before trying to install the package. Hope this helps someone else!

[robert downey]

Yeah i worked for me too. had this issue once long back.

[Yijia Cai]

Hello, Do you mean running a machine as an administrator or there is another administrator mode for MatLab? Thank you!

[Cody Lamke]

Hello,

Installing the support package with elevated permissions on the machine may resolve the issue. MATLAB does not have another administrator mode for installing support packages.

If you are still experiencing this issue, please contact MathWorks support:

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

-Cody Lamke

[昊天 马]

try more time just ok,i have try 8times

[Ayrton Contreras Santamaria]

U right. :)

[monkey mongkey]

very nice!

[jing wang]

it solved my problem, thanks

[masoud amir]

It also worked for me! Thank you very very much!!

[Maria-Crista LUCHIAN]

also worked for me! thanks

[Ali Saeedi]

Also worked for me like a charm!

[chahed]

worked for me too, thanks man

[秋生 黄]

It do works

Answer 3

[Chen Xiao]

In first attempt id didn't install the support package. But, in second attempt, it did. It seems that sometimes there is error in the host server.

Answer 4

[Chuheng Ding]

Hei bros, DO NOT Use the campus network to download, switch traffic or hotspots.

[Tommaso]

Thanks, using the hotspot I was able to download

Answer 5

[Shahrokh Firouzi]

For me has the same problem, I have to fix this error as soon as possible, If anybody know the way please let us know. Download Error

 There was a problem downloading the support package. To resolve this issue, see this MATLAB Answer

[Md. Mubarak Hossain]

Hi dear friends, I faced same problem but I've solved it. I use Chrome as my default browser. I added many extensions like add blocker any many other blocking extension which was the reason to show the error. Therefore, You just Disable the Extensions and try it again. Hope it will work......

[Arafat Mukasa]

I also suggest that we use super fast internet while installing. Please use Ethernet/cable instead of wi-fi while installing. This is because cable internet is very reliable than wi-fi.

[Daniel DEPERNET]

Hello. Same problem and message with R2021a and I need very urgently to give access to this package for BeagleBone Blue to many students in our Engineer School (I'm a teacher). Very strange because I had no problem to install the Embedded Coder Support Package for Texas Instruments C2000 Processors.

Thank you for your help.

[Walter Roberson]

@Daniel DEPERNET

Please contact Mathworks for free installation support. The volunteers who answer questions here do not have access to any internal details that might give insight into what is going wrong for you.

[Walter Roberson]

Note: issues having to do with browsers would be avoided if you have a version of MATLAB new enough to support downloading packages using the Add-On Installer (I am not sure at the moment when that happened... 2018 timeframe at latest)

Answer 6

[SuJin Lim]

I want to get the installation file for MATLAB Support Package for USB Webcams.

Please send me the package file.

[e-mail]

Thank you.

[Md. Mubarak Hossain]

Hi dear friends, I faced same problem but I've solved it. I use Chrome as my default browser. I added many extensions like add blocker any many other blocking extension which was the reason to show the error. Therefore, You just Disable the Extensions and try it again. Hope it will work......

[Subham Jain]

thank you. It worked

Answer 7

[Ghasem Abdi]

Dear Sir/Madam,

The problem still remains and I want this product urgently. Could you please help me how I can get it by a different way? My contact email is [e-mail]

Thanks in advance, Ghasem Abdi

[erfan Adferg2363 seidipoor]

خداییش قاسم منم الان دارم دنبال ی راه دیگه میگردم ولی هنوز پیدا نکردم هنوز بگو تو هیج کاری برای ما نکردی

[Walter Roberson]

You should contact Mathworks support for matters such as these. The volunteers who answer questions here do not know how the Support Package system works.

Answer 8

[fanjie li]

I want to get the installation file for Simulink Support Package for Arduino Hardware.

Please send me the package file.

I have tried download the file for many times, but failed.

[e-mail]

Thank you.

Answer 9

[jason Zhou]

I want to download the Communications System Toolbox Support Package for RTL-SDR Radio。but always failed.It`s show "Problems arise when downloading support packages"

[iqra aitbar]

I have the same problem. Was your problem resolved?

[Kyle Perry]

Hi Jason and Iqra,

If this issue is still occurring after you have installed the Bug Report, then please contact MathWorks support.

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

[chen]

我也有同样的问题，请问怎么解决？

[Julius Zhu]

我也是

[renp zhou]

Always problems to me for Communications Toolbox Support Package for USRP Radio

Answer 10

[Md. Mubarak Hossain]

Hi dear friends, I faced same problem but I've solved it. I use Chrome as my default browser. I added many extensions like add blocker any many other blocking extension which was the reason to show the error. Therefore, You just Disable the Extensions and try it again. Hope it will work......

[Rumelo Amor]

Turning off Adblock Plus worked for me. Thank you.

Answer 11

[Arafat Mukasa]

The solution for the problem.

I faced the same problem while installing several support packages such as Matlab and simulink for Arduino. I strongly suggest you use an internet connection that is very fast (I recommend you use Ethernet/cable instead of wi-fi). This is what I did and the entire process was a success. Please let your fist priority be a super fast internet connection before seeking out for advanced solutions such as proxy/firewall settings. Am very optimistic this will help since it helped me too. Wish you all the best.

Answer 12

[salman khan]

i was facing the same problem, it was resolved by chnging the proxy settings. Matlab addons doesnt work on proxy servers

Answer 13

[Edward Tyrance]

i am having this same error with 2017a installing xilinxzynq7000.mlpkginstall

[Edward Tyrance]

still having trouble with this downloading the hdl support package please check the link. yesterday I complaing in the review section and you took care of it with in 15 minutes hopefully today will be the same.

[Tech Support]

Hi,

If you are still experiencing this issue, please contact MathWorks support:

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

-Justin

Answer 14

[Pollok Tim]

Got the same error and tried several things... System: Ubuntu 14.03, MatlabR2017b

Tried:

• 2 different internet connections (both Wlan and cable)
• different browser (firefox and chrome) without addons
• proxy on/off
• firewall (ufw) on/off

I can install Matlab addons and functions but all features seem not to work... Anything else I can try?

Answer 15

[Anietie etuk]

pls i need this package [e-mail]: MATLAB Support Package for USB Webcams

[Walter Roberson]

Did you try downloading it from https://www.mathworks.com/matlabcentral/fileexchange/45182-matlab-support-package-for-usb-webcams ?

[Anietie etuk]

yes it was giving errors

Answer 16

[Persian Engineer]

Hi I'm trying for days to install MATLAB support package for raspberry pi and i can't do it . I would love you to send me the package . thanks [e-mail]

[Kyle Perry]

Hello,

If you are experiencing an error with the download, please make sure you don't have a security program blocking the installation of the package. If that does not work, please contact MathWorks Support so we can assist with resolving the issue.

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

Answer 17

[yang zhao]

Hi I'm trying for days to install MATLAB support package for raspberry pi and i can't do it . I would love you to send me the package . thanks [e-mail]

Answer 18

[ali kucur]

Same error for HDL Coder Support Package for Xilinx Zynq Platform on 2018b.

[Justin Ghetti]

Hi,

If you are still experiencing this issue, please contact MathWorks support:

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

-Justin

Answer 19

[Kothandan M]

our Case Number is 03344100.

If you have a new technical support question, please submit a new request here : http://www.mathworks.com/contact_TS.html

Answer 20

[sajjad bagherian]

hi I need a MATLAB Support Package for IP Cameras. but I can not install it if anyone can send me

[e-mail]

[Walter Roberson]

Users are not permitted to send you Mathworks code.

You could try https://www.mathworks.com/matlabcentral/answers/293235-how-do-i-download-and-install-a-support-package-on-an-offline-machine

Answer 21

[Tesfaye Tereche]

Why do i recieve, this error when downloading matlab support package for Arduino hardware? There was a problem downloading the support package

[Tatenda Chodokufa]

Hi, how did you resolved the problem. lm also experiencing it

Answer 22

[wenxuan han]

我通过关闭防火墙和所有与防火墙具有相似功能的软件解决了这个问题。I solved this problem by shutting down the firewall and all software with similar functions.

Answer 23

[Julius Zhu]

说要13.0的版本？

Answer 24

[Wenda Xu]

I face the same question as you did.

If you set the Chrome as you default Internet browser, shut down all the extensions and try again.

It seems that somehow the chrome extensions act to prevent the programme from downloading the MATLAB extensions.

Answer 25

[Farhan Annur Mahmudi]

Try using a VPN or a proxy. The problem might be your internet provider in your country

Answer 26

[Yijia Cai]

Hello guys,

I want to get the installation file for Simulink Support Package for Parrot Minidrones

Please send me the package file.

I have tried download the file for many times, but failed.

[e-mail]

Thank you.

[Walter Roberson]

Unfortunately only Mathworks is authorized to make the software available to you.

[Cody Lamke]

Hello,

For information on downloading the installation package for Simulink Support Package for Parrot Minidrones, you may refer to the following link:

How do I Download and Install a Support Package on an Offline Machine?https://www.mathworks.com/matlabcentral/answers/293235

If you are still experiencing this issue, please contact MathWorks support:

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

-Cody Lamke

Answer 27

[Thoai Pham]

đéo tải được Ardiuno

[Image Analyst]

Call tech support for all installation help for fast and free help.

Answer 28

[FADI ZAYTOUNA]

Error using webcamlist (line 18)

MATLAB Support Package for USB Webcams has not been installed. Open Add-On Explorer to install the Webcam Support Package.

[Walter Roberson]

Okay, and what happened when you installed the Webcam Support Package as indicated?

Answer 29

[Brady P]

Sign out and sign in agian with your mathwork account in matlab. works for me

Answer 30

[Matthew McGuire]

It seems that my Mac can connect to anything on the internet except the matlab download servers. Strange and frustrating.

[MacBook Pro (15-inch, 2019) Big Sur, version 11.3 (20E232)]

[Matthew McGuire]

I know there are possible solutions mentioned here. I don't use a proxy, and have an outstanding connection. It should not be complicated.

Answer 31

[shanshan shi]

I want to get the installation file UAV Toolbox Support Package for PX4 Autopilots Hardware.

Please send me the package file.

I have tried download the file for many times, but failed.

[e-mail]

Thank you.

Answer 32

[lucas chunlei]

There is a problem downloading the support package in my computer.how can solve the problem

[Colin Fraser]

If you are still experiencing this issue, please create a service request below.

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

-Colin Fraser

Answer 33

[Abdulkadir iyyaka Audu]

I wanted to install mingw64 in matlab.

Answer 34

[javad salman]

I want to get the installation file for MATLAB Support Package for USB Webcams. Please send me the package file. [e-mail]

Answer 35

[Haoliang]

I really want some Support packages like"googlenet","alexnet","resnet","usbwebcams" and other cnn network, but I can't download. Could anybody send me some above Support packages? please!!

[e-mail]

Answer 36

[R SRIRANJANI RAMAKRISHNAN]

The problem still arise after tried all the above said solutions,can anyone clarify it?

Answer 37

[BEW]

i want add ons the arduino matlab package

Answer 38

[mohma najii]

I want some packages like"googlenet","Squeezenet","resnet" and other cnn network, but I can't download these.please send me some above Support packages.

[e-mail]

Answer 39

[云辉 王]

使用管理员运行 MATLAB 重新下载c2000安装包 我就是这样解决的 仅供参考

[Walter Roberson]

Approximate translation:

Use the administrator to run MATLAB and re-download the c2000 installation package. This is how I solved it. FYI

Answer 40

[Cl Xie]

It's the problem of speed of the Ethernet. I solved the problem by using Ethernet/cable instead of wifi！

Answer 41

[Xiaoyu Chen]

i want add ons the arduino matlab package

[R SRIRANJANI RAMAKRISHNAN]

I also got same error. Mathworks team helped me to install the support packages.

Download this file

https://www.mathworks.com/support/install/support-software-downloader.html?s_tid=srchtitle

Inside of the files that were moved over, there is a readme text document that provides steps for the installation process.

Answer 42

[Saeed Sadeghi]

Why do I receive the error "There was a problem downloading the Support Package"?

[R SRIRANJANI RAMAKRISHNAN]

Due to Anti virus protection

Answer 43

[nathan]

i used the school wifi my bad