Knowledge base KB0051

Problem

The think-cell add-in uses DirectX technology to render the think-cell user interface. Not all graphics adapters and graphics drivers provide full, standardized and bug-free support of DirectX.

Solution

To solve the problem, please check the following:

• First, update to the latest think-cell version. Please download the current think-cell version from our download web page.
• Update the drivers for your graphics adapter to the latest version. In most cases, you will find the recommended driver updates on the website of your computer's manufacturer: Read more

  Acer Driver Updates

  Asus Driver Updates

  Dell Driver Updates

  Fujitsu Driver Updates

  HP and Compaq Driver Updates

  Lenovo Driver Updates

  Samsung Driver Updates

  Sony Driver Updates

  Toshiba Driver Updates

  Intel Driver Updates

Contact support

If you performed the steps above and this issue still occurs, please contact our support team. Please describe the steps you have already performed and their results. Additionally, please send us the following files:

• Please send us the think-cell log files. To do so, on the PowerPoint or Excel ribbon, select Insert > think-cell > Tools > Request Support. A new email will open with the log files automatically attached.

  If Request Support works neither in PowerPoint nor in Excel, do the following: Read more

  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 > About.

• Please create and send us the DxDiag log file:
  
  1. Open DxDiag: Press Start or the Windows key → type dxdiag → Enter
  2. Click the [Save All Information] button. Save this file as DXDIAG.TXT.
  3. Attach the DXDIAG.TXT to your support request.