TechnicalSupport

Technical Support

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10 years, 181 days
Maplesoft
Waterloo, Ontario, Canada

MaplePrimes Activity


These are answers submitted by TechnicalSupport

Other users have had a similar problem lately. It seems many also have BullGuard Security installed on their machines, and white-listing Maple has fixed the problem.

BullGuard has instructions for this process on its website:

https://www.bullguard.com/support/product-guides/internet-security/guides-for-current-version/firewall/application-rules-guide.aspx

For BullGuard, rules are listed by application, and you would want the policy to be "Allow" and direction to be "In+Out".

Some security software require specific files or folders, though. You can try to white-list the entire

C:\Program Files\Maple 2018\

folder (we're assuming 64-bit Windows and Maple 2018 here), but to include only specific files, you would typically want to white-list these:

C:\Program Files\Maple 2018\bin.X86_64_WINDOWS\cmaple.exe
C:\Program Files\Maple 2018\bin.X86_64_WINDOWS\maplelauncher.exe
C:\Program Files\Maple 2018\bin.X86_64_WINDOWS\maplew.exe
C:\Program Files\Maple 2018\bin.X86_64_WINDOWS\mserver.exe
C:\Program Files\Maple 2018\jre\bin\javaw.exe

The last one in particular, javaw.exe, is what is specifically added to Windows Firewall and others' exceptions when Maple is launched for the first time.

I recommend you contact Maplesoft Customer Service at custservice@maplesoft.com. Depending on the situation, they may issue a new purchase code different than those above (which can no longer be used to activate Maple).

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