Knowledge base KB0185

Elements menu does not open or contents are scrambled in a server-based Microsoft Office environment

Description

think-cell uses Microsoft's DirectX technology to render its user interface. In some configurations, DirectX is either not available or rendering issues occur when drawing the user interface.

Solution

We improved the rendering mechanism in think-cell 9. Currently, we are not aware of any rendering issues in a terminal server environment with think-cell 9.

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

Contact Support

If the problem still occurs with think-cell 9, contact our support team and provide the following information:

  1. Information about your terminal server environment.

  2. The DxDiag log file of a system with which the problem occurs:

    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.

  3. Detailed think-cell log files of a system with which the problem occurs:

    1. Start think-cell's diagnosis tool, "tcdiag.exe". tcdiag.exe is delivered with think-cell:
      For 32-bit versions of Office, start tcdiag from the think-cell installation folder.
      For 64-bit versions of Office, use the version located in the subfolder \x64.
    2. Start PowerPoint
    3. Reproduce the problem. E.g., try to open the Elements menu or insert a think-cell chart.
    4. Please send us the think-cell log files. For this, open PowerPoint and go to Insertthink-cellMore More MenuRequest 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.

      • If you want to browse to these directories but cannot see them, they are probably set to invisible. You can change that in Windows Explorer by checking:

        • Windows Vista and Windows 7:
          OrganizeFolder and search optionsViewShow hidden files and folders.
        • Windows 8, Windows 8.1 and Windows 10:
          ViewShow/hideHidden Items.
      • 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.