think-cell uses Microsoft's DirectX 9 technology to render its user interface. In some configurations, DirectX 9 is either not available or rendering issues occur when drawing the user interface.
Before starting the analysis of this issue, please verify that you are using the latest version of think-cell by clicking More → About in the think-cell toolbar. You can always download the latest think-cell version from our website.
If you are a think-cell user experiencing this issue, please contact your organization's internal IT support and ask them to help you with the analysis!
Problem: If you are using Citrix XenDesktop/XenApp version 5.x/6.x, compatibility issues in the Citrix 3D driver may prevent DirectX 9 from working even if all requirements seem to be in place.
Solution: By blacklisting PowerPoint and Excel, Citrix's 3D GPU support can be disabled for both applications, preventing the Citrix 3D driver failure. A software fallback will be used instead, which renders the think-cell user interface correctly.
Note: This issue does not occur anymore with XenDesktop 7.x according to Citrix and confirmation we received from our customers. XenDesktop 7.x has a built-in DirectX 9 software rasterizer in the standard Virtual Desktop Agent (VDA). You may therefore choose between using GPU-supported DirectX or the software rasterizer depending on your hardware configuration and performance needs.
Problem: In some configurations DirectX 9 is available either with GPU hardware support or software-rendered, but screen drawing issues occur when using think-cell elements or rendering think-cell's user interface.
Please make sure the latest graphics drivers are installed. Depending on your environment, you should try an alternative graphics driver.
Open DxDiag: Press Start or the Windows key → type dxdiag → Enter
You can find the DirectX features on the Display tab as shown in the screenshot below:
Depending on the rendering mechanism used and your current hardware configuration you could try to switch between hardware and software rendering.
If the DirectX hardware acceleration features are not enabled according to DxDiag, please verify if they can be enabled. Please note that a physical GPU has to be available on the server in order to use hardware acceleration. Otherwise, the software fallback will be automatically used.
If hardware acceleration features are available, but the rendering is not accurate, please check your hardware configuration. If you are using a low-performance GPU, you can avoid hardware rendering by blacklisting PowerPoint and Excel:
If screen drawing issues occur when using software rendering and you cannot switch to hardware acceleration, please set the screen resolution and/or color depth to lower values and see if the problem persists. If this works but your preferred screen resolution and color depth does not, you may consider improving your environment's performance.
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 provide us with the following information:
The DxDiag log file of a system with which the problem occurs:
Detailed think-cell log files of a system with which the problem occurs:
Please send us the think-cell log files. For this, open PowerPoint and go to Insert → think-cell → More → Request Support. The log files will be automatically attached to a new email.
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