Knowledge base KB0216

Conflict with Capital IQ: Internal datasheet grayed out/blank

Problem

I have Capital IQ and think-cell installed.

When I open think-cell's internal datasheet, it takes a long time to load and appears grayed out/blank.

gray internal datasheet

Solution

According to Capital IQ Support, a fix for this issue is included in Capital IQ version 9.40. You can access this version on the Capital IQ website under:

http://www.capitaliq.comDownloadsAdvanced downloadPrevious versions

If you do not know your Capital IQ username and password, please contact your IT department.

If the problem occurs with Capital IQ version 9.40 or later, please contact our support team.

Contact Support

If you do not have Capital IQ installed but are experiencing a similar issue, please contact our support team:

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.