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

  1. Home
  2. Resources
  3. Knowledge base
  4. KB0007

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 thinkcell is deactivated:

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

Solution

If the problem only occurs when thinkcell 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 thinkcell, please contact your IT support.

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