Knowledge base KB0051

An error occurred when displaying the think-cell user interface

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:

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. For this, open PowerPoint and go to Insertthink-cellMore More Menu Request Support. The log files will be automatically attached to a new email.

    If this does not work, you can find the log files as explained below:

    • Open a new Windows Explorer window and 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.

  • Please create and send us the DxDiag log file:

    1. Open DxDiag: Press Start or the Windows key → type dxdiagEnter
    2. Click the [Save All Information] button. Save this file as DXDIAG.TXT.
    3. Attach the DXDIAG.TXT to your support request.

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