Knowledge base KB0005

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The think-cell add-in disappeared after an Office crash

Problem

The think-cell add-in suddenly disappeared in PowerPoint or Excel. In many cases, this is caused by a previous crash of Microsoft Office.

Solution

Windows:

  1. Start PowerPoint [Excel].
  2. Click on File > Options > Add-Ins

  3. The think-cell COM Add-in has to be available in the Active Application Add-ins list of both PowerPoint and Excel. If this is the case, please refer to KB0004 for other solutions.

    In case think-cell is listed in another section, you can reactivate it:

    Inactive Application Add-ins Read more

    1. Choose COM Add-ins in the Manage: dropdown box at the bottom of the dialog > Go…
    2. Tick think-cell in the COM Add-ins dialog > OK.

    Disabled Application Add-ins Read more

    1. Choose Disabled Items in the Manage: dropdown box at the bottom of the dialog > Go…
    2. Select think-cell in the list of disabled items > Enable.

    Note: In Excel the separate think-cell Excel Add-in may be listed in the Inactive Application Add-ins list. This is ok as it will be loaded when needed.

  4. Restart PowerPoint [Excel] and see if the problem is solved.

Mac:

  1. To enable think-cell again in PowerPoint [Excel], go to the PowerPoint [Excel] Toolbar > Tools > PowerPoint Add-Ins... [Excel Add-Ins...] > tick think-cell > OK.
  2. Quit PowerPoint and Excel: Right-click the PowerPoint and Excel icons in the dock and select Quit. Alternatively, open PowerPoint and Excel and press Cmd ⌘+Q.
  3. Reopen PowerPoint [Excel] and see if the problem is solved.

Still problems?

In case you are still experiencing issues, please proceed as follows:

Please send us the think-cell log files. For this, open PowerPoint or Excel and go to Insert > think-cell > Tools Tools Menu icon > Request Support. The log files will be automatically attached to a new email.

If neither works, you can find the log files as explained below: Read more

  1. Open a new Windows Explorer window.

  2. Type in %LOCALAPPDATA%\think-cell into the address field, and press Enter

  3. Please send all files with the extension .log contained in this folder to our support team. These files may include any of the following: POWERPNT_log.log, EXCEL_log.log, TCMAIL_log.log, TCUPDATE_log.log, TCRUNXL_log.log, TCASR_log.log, PPTTC_log.log, setup_think-cell_xxxxx_log.log.

  4. If you want to browse to the directory: Read more

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

    If you cannot find this folder, it is probably set to invisible. You can change that in Windows Explorer by checking:

    • 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.

    In addition, if think-cell is active, please click on Tools Tools Menu icon → About in the think-cell toolbar and send us a screenshot of the think-cell info window.