Knowledge base KB0092

How do I report a problem to think-cell?

You can always contact us with questions and problem reports at support@think-cell.com. think-cell appreciates your time and effort in helping us improve our software.

First, try the latest version of think-cell

Please download the current think-cell version from our download web page.

If the problem can be reproduced

Please first make sure that the think-cell add-in is actually involved in the problem you observe. You can quickly find out by following the instructions in KB0091.

If think-cell is involved, please describe in detail the steps to make the problem occur. Please include any files needed in these steps. If you have saved the file after the problem occurred, or if you want to edit the file before sending it to us, please make sure that the problem still occurs with the file you are sending to us.

Please also send us your log files as described below.

If the problem cannot be reproduced

After which action(s) does this problem usually occur? Have you seen this problem with different files, or always with the same file?

If you have always seen it with the same file, it would be helpful to send us this file. Saving the file after the problem occurred may eliminate the problem with this file. So if you still have it, please send us the version of the file before the problem occurred. Or the next time the problem occurs, please save your document under a different name, and send us the version you loaded before the problem occurred. Please do not edit this file, because it is impossible to check whether the problem still occurs with the altered file.

Please also send us your log files as described below.

Send your log files to support

Please include the think-cell log files and version information in your report. If you are using More More Menu Request Support, this information is attached automatically.

To find the log files on Windows manually:

  • 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.

On Mac:

  • Open a new Finder Window and select GoGo to Folder and type or paste:

    ~/Library/Group Containers/UBF8T346G9.Office/Library/Caches/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, PPTTC_log.log, setup_think-cell_xxxxx_log.log.

Uploading your files

To upload your files on Windows:

If you want to send us files which are very large or which contain sensitive information that you do not want to send by email, you can use the upload feature that is part of our tool tcdiag.exe.

TCDiag is delivered with think-cell and you can find it in the think-cell installation folder.
  • The installation folder is shown when you click on More More Menu About in the think-cell group on the ribbon in PowerPoint or Excel: think-cell about window
  • If think-cell is not running, please look for the installation folder in the default location:

    Simply copy the path below including the percentage signs into the Windows Explorer Address Bar or the Start menu search box.

    • If think-cell is installed from an administrator account:
      32-bit editions of Windows: %PROGRAMFILES%\think-cell
      64-bit editions of Windows: %PROGRAMFILES(x86)%\think-cell
    • If think-cell is installed from an user account:
      %LOCALAPPDATA%\think-cell
    Windows Explorer Address Bar
For 64-bit versions of Microsoft Office 2010 and later, use the version located in the subfolder \x64. Start the tool by double-clicking the tcdiag.exe.
  1. Within tcdiag.exe go to the Upload tab.
  2. Insert your email address and add a comment telling us the reason for the upload.
  3. Click on the Add button, and select the file to be uploaded.
  4. A browser windows will open. There may be an indication that ActiveX content was blocked. Allow blocked content.

    Internet Explorer ActiveX
  5. Please leave both tcdiag.exe and the browser window open until the upload has finished.

If you are on Mac:

Please contact support and we can work with you to find an alternative that works with your security requirements.

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