Knowledge base KB0207

Excel crashes when using add-ins based on Add-in Express

Problem

I experience Excel crashes and I have another add-in installed that is based on Add-in Express. Note that add-ins based on Add-in Express show adxloader.dll in Excel → FileOptionsAdd-Ins.

Solution in Add-in Express

A known issue causing this problem was fixed in Add-in Express version 9.2.4635.

Solution in the add-in that you are actually using

Note that Add-in Express is a technical framework aimed at add-in developers. Therefore, please ask the vendor of your add-in to update their Add-in Express version to at least 9.2.4635. If they need to discuss this change with the Add-in Express support, they may refer to bug tracking number #9291.

Contact support

If you still experience an Excel crash although the vendor of the other add-in updated Add-in Express, please temporarily deactivate the add-in which uses Add-in Express, as explained in KB0091.

  • If the problem only occurs when the add-in using Add-In Express is activated, contact the vendor of this add-in. Usually it is most effective if you as the customer open a support case with the vendor.

  • Please contact our support team if you are still experiencing any issues with think-cell after deactivating the other add-in

    Please send us the think-cell log files. For this, open PowerPoint or Excel and go to Insertthink-cellTools 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:

    • 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 Tools Tools Menu icon About in the think-cell toolbar and send us a screenshot of the think-cell info window.

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