Knowledge base KB0005

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 FileOptionsAdd-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

    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

    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 → ToolsPowerPoint Add-Ins... [Excel Add-Ins...] → tick think-cellOK.

  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 Insertthink-cellMore More Menu 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:

  • Open a new Windows Explorer window, type

    %LOCALAPPDATA%\think-cell

    into the address field, and press Enter

  • Please send all files with the extension .log contained in this folder to our support team.

    This may be any of the following files: 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.

  • If you want to browse to the directory:

    The full default filepath is C:\Users\[USERNAME]\AppData\Local\think-cell. If you cannot find this, it is probably set to invisible. You can change that in Windows Explorer by checking:

    • Windows 7:
      OrganizeFolder and search optionsViewShow hidden files and folders.
    • Windows 8, Windows 8.1 and Windows 10:
      ViewShow/hideHidden Items.

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

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