KB0007: PowerPoint or Excel crashes when started by double-clicking a file

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Problem

If PowerPoint or Excel consistently crashes when you try to open a certain file, you just discovered an unknown problem. First, find out if the problem still occurs when think-cell is deactivated:

  1. Deactivate think-cell in PowerPoint: select Insert > think-cell > Tools Tools Menu icon > Deactivate think-cell.
  2. Close PowerPoint and Excel.
  3. Open the affected file.

Solution

If the problem only occurs when think-cell is activated, we would appreciate you sending us the offending file to help us solve the problem:

  1. Please contact our support team via email and attach the file with which the problem occurs.
  2. If you are unsure about your firm's policy on sending files to think-cell, please contact your IT support.

With think-cell disabled, you can load and edit the file that has been crashing. You cannot currently use the think-cell add-in with this file, but we will usually provide an update within a few days.