Carnegie Mellon University

Software Troubleshooting and FAQs

Select a topic below for common questions about installing, purchasing, and using software. 

Ordering and Licensing

Use our software portal (OnTheHub) to view and download software titles you are eligible for. Most applications are free. Faculty and staff can use a departmental charge number to purchase those that aren't.

For steps to download software, see our How To Download Software page. 

We offer several options for accessing the latest software titles. Computer labs have all the software you need to complete your coursework. We also have virtual and download options. Learn more on our Access Software page. 

We support Windows, Mac, and Linux. See our Operating System Support page to learn more about supported versions.
See our page on How To Proxy Order a License for step-by-step instructions.

The individual receiving the software license is notified that the order was placed. They will also receive the renewal email.

The email provides a link to renew the software. Please have your Oracle String ready. You will need this to place the order.

Software licenses cannot be canceled or transferred.

Software Troubleshooting

Installation instructions are displayed prior to download. To access these instructions again, navigate to Your Account/Orders within the OnTheHub software portal.

Atlassian offers tools to track and plan your team's work - Trello, Jira, Confluence, and Bitbucket.

Carnegie Mellon University does not provide site licenses for these tools or other Atlassian products. However, if you log into Atlassian services with your CMU account ( or, it is managed centrally by Computing Services, and you cannot change your login credentials to use a non-CMU address.

Additional Help

Visit Atlassian Support for application assistance and documentation.

macOS Troubleshooting

Install Java (macOS)

  1. If prompted to install Java runtime, click Install.
  2. Agree to the Apple Software license agreement.
  3. Return to the installation steps included with the software.

App Cannot Be Opened

  1. If prompted, "App" can't be opened because it is from an unidentified developer, click OK.
  2. Select System Preferences from the Apple menu or Dock.
  3. Select Security & Privacy.
  4. Click General and then the lock icon.
  5. If prompted, enter an Administrator name and password for your computer and then click Unlock.
  6. Check the following:
    - Require password and choose immediately from the drop-down menu.
    - Disable automatic login.
    - Allow application downloaded from: Anywhere.
  7. Click the lock icon.
  8. Return to the installation steps included with the software.

Additional Help

Visit Wolfram Mathematica Support for application assistance, training, and documentation.

What MATLAB toolboxes are available?

There are a wide range of available toolboxes for MATLAB.

What do I do if I receive an error?

Common error messages are:

  • "The application could not connect to MathWorks please make sure your Internet connection is available and all software and hardware firewalls have been disabled before retrying your request." Visit MathWorks Installation for more information.
  • (-15) License Error - You must be connected to the CMU Virtual Private Network (VPN) when off-campus. Visit How to Use a Virtual Private Network (VPN) for more information.

Where do I find the MATLAB license key?

  • Standard Version: The activation/license key is in the License Key file that downloads separately with the application.
  • Standalone version: Activation is completed through your Mathworks account. No activation codes are required.

How do I run MATLAB GUI?

X11 is required to run MATLAB GUI. Visit About X11 and OS X for more information.

How do I use MATLAB off-campus?

  1. A VPN connection is required to use the standard version of MATLAB from off campus. For step-by-step instructions on installation and use, visit How to Use VPN.
  2. Connect to VPN.
  3. When prompted to register your client, select Campus VPN for the group.

Why can't I edit Office files?

To use Office 365 products, you must activate Office by logging in with your Andrew email address.

For help on Activating Office, visit the Activate Office page for your operating system.

If you are still unable to activate Office, refer to the following troubleshooting steps:

Other Office Issues

Microsoft provides a recovery assistant that will check and resolve many common issues with Office products on Windows computers. If you are having issues with your Office programs, visit the Microsoft Support and Recovery Assistant page to use this tool.

I am being asked to provide a phone number to validate my account.

Microsoft requires a valid, non-VoIP phone number to validate your account. This is a one-time process; the phone number used is not saved on your account or by Microsoft.

I'm not able to log in.

Please access the website using a web browser in private or incognito mode.

I do not see all available software titles.

You may need to take additional action to access all software titles. Any required actions will be posted as a message at the top of the software list. Complete the actions listed there to access all software titles.

If no actions are listed there, or if you completed the actions and still cannot see the full list of software titles, please access the website using a browser in private or incognito mode.

I'm a staff member; how do I get Project, Viso, Visual Studio?

Submit a request to the Computing Services Help Center.

Is Minitab available for other operating systems (i.e., macOS)?

Yes, through the web application. Supported browsers include Chrome, Chromium Edge, and Safari.

Additional Help

Visit Minitab Support for application support and documentation.

Use Qualtrics to create robust surveys, polls, and more. Access the tool through the web application

Additional Help 

Visit the Qualtrics CoreXM Support page for community discussions and training.


When does SOLIDWORKS expire?

Serial numbers are for a limited time period. To view the expiration date of your serial number:

  2. Click the arrow beside the question mark (top right), and choose Show Licenses. The expiration date is displayed.

Note: Once the software expires, you will need to follow the steps to install a new version.

Why am I receiving an SQL error upon installation?

If you previously installed SOLIDWORKS, you may receive the following errors during the install:

  • The user needs the SQL permission 'CREATE ANY DATABASE'.
  • The user needs the SQL permission 'ALTER ANY LOGIN'.

Create a new data location under the Electrical Options to prevent this error. Create a new server name and select Install a new instance of SQL Server.