Knowledge base KB0234

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Conflict with BeyondTrust Privilege Management: internal datasheet does not open

Problem

I have BeyondTrust Privilege Management version 5.6.126.0 installed and the internal datasheet of think-cell does not open anymore, e.g. when double-clicking an existing think-cell chart.

Sending an email using think-cell's Send Slides... function or sending log files via Request Support... does not work as well.

Solution

This problem has been fixed by BeyondTrust. A fix is available in version 5.6 SR2 or later as mentioned in the Privilege Management for Windows 5.6 SR2 Release Notes.

Explanation

When opening the internal datasheet of think-cell or a new email using think-cell's Send Slides... feature, additional executables from think-cell's installation folder are executed. When BeyondTrust Privilege Management version 5.6.126.0 is installed, the execution of those files (e.g., tcasr.exe, tcmail.exe, tcrunxl.exe) is blocked. Therefore, opening the internal datasheet or sending an email does not work.

Contact support

In case you are unsure if you are experiencing this issue, contact our support team: Read more

Please send us your think-cell log files for analysis. Since Request Support… does most likely not work, you can find the logs as explained below:

  1. Open a new File Explorer window.

  2. In the address field, enter %LOCALAPPDATA%\think-cell. Select Enter.

    Alternatively, you can open the think-cell folder by browsing the directory: Read more

    The full default filepath is C:\Users\USERNAME\AppData\Local\think-cell. Replace USERNAME with your username.

    If you can't find this folder, it's probably hidden. To show hidden items, in File Explorer, select one of the following:

    • Windows 7: Organize > Folder and search options > View > Show hidden files and folders
    • Windows 8, Windows 8.1, and Windows 10: View > Show/hide > Hidden Items
    • Windows 11: View > Show > Hidden Items

  3. Send all the files in the think-cell folder that end in log to our support team. These files may include any of the following:

    • excel_log.log
    • powerpnt_log.log
    • ppttc_log.log
    • setup_think-cell_VERSION_log.log
    • tcasr_log.log
    • tcindex_log.log
    • tcmail_log.log
    • tcrunxl_log.log
    • tcupdate_log.log

      • Additionally, if think-cell is active, please send us a screenshot of the About think-cell dialog. To open the About think-cell dialog, on the PowerPoint or Excel ribbon, select Insert > think-cell > Tools Tools Menu icon > About.