Knowledge base KB0092

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

The best way to do so is to use the Request Support option. If you can start PowerPoint or Excel with think-cell enabled, you can find it under Insert > think-cell > Tools > Request Support. It may also be offered in a think-cell error message. This option allows you to prepare an email to which log files are attached automatically. If this does not work, please refer to the Send your log files to support section below.

You can also help us help you more efficiently by doing the following:

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.

To attach them to an email automatically:

If you can start PowerPoint or Excel with think-cell enabled, go to Insert > think-cell > Tools > Request Support. This allows you to prepare an email to which this information is attached automatically.

In case this does not work:

To find the log files on Windows manually:

1. Open a new Windows Explorer window.

2. Type in %LOCALAPPDATA%\think-cell into the address field, and press Enter

3. Please send all files with the extension .log contained in this folder to our support team. These files may include any of the following: 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.

4. If you want to browse to the directory: Read more

   The full default filepath is C:\Users\USERNAME\AppData\Local\think-cell. Replace USERNAME with your username.

   If you cannot find this folder, it is probably set to invisible. You can change that in Windows Explorer by checking:

   • 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.

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

On Mac:

1. Open a new Finder window, then select Go > Go to Folder.
2. Type in /Users/USERNAME/Library/Application Support/think-cell. Replace USERNAME with your username.
3. Press Enter.

4. Open the subfolder host_*, where * is a string of random characters.

5. Please send all files with the extension .log contained in this folder to our support team. These files may include any of the following: 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. Read more

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.

   
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.