TechnicalSupport

Technical Support

425 Reputation

7 Badges

12 years, 127 days
Maplesoft
Waterloo, Ontario, Canada

MaplePrimes Activity


These are answers submitted by TechnicalSupport

Hello 

Thank you for bringing this issue to our attention. After investigation the root cause of this issue has been identified and addressed in a patch release that we are targeting to deploy as an automatic update from within Maple in the next week.

If you would like to obtain the fix for this issue immediately we recommend downloading a new copy of the full Maple installer and performing a reinstall of Maple. You can obtain a copy of this new version by downloading Maple again using the download link sent in your order confirmation email. If you no longer have or can not find your download link you can visit our download website: https://www.maplesoft.com/download/, and supply your purchase code to get a fresh download link.

If you require any additional support or have questions you can contact Support by submitting a support request at: https://www.maplesoft.com/contact/webforms/support.aspx, and we would be happy to assist you further.

Maplesoft Technical Support

 

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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