Knowledge base KB0223

think-cell disappears unexpectedly

Problem

I have think-cell installed. think-cell works fine in PowerPoint. After restarting PowerPoint, think-cell suddenly disappears.

  • think-cell is not shown in the list of Microsoft Office Add-ins in PowerPoint: FileOptionsAdd-Ins.
  • think-cell is not shown in the list of installed programs: Control PanelProgramsPrograms and Features

Reinstalling think-cell fixes the problem only temporarily.

Explanation

If an automatic update of think-cell is available, the old version is uninstalled. However, the installation of the new version fails.

This problem may occur if an active Trend Micro security tool prevents the installation of the new think-cell version. For details, please click:

Opening PowerPoint or Excel starts the automatic update service of think-cell. If an automatic update is available, think-cell first tries to uninstall the previous version. Trend Micro's engine is not able to close a file handle, which results in C:\Program files(x86)\think-cell not being deleted. Executing the new think-cell installer then raises the following error:

Error 1303. The installer has insufficient privileges to access this directory: C:\Program Files (x86)\think-cell.

This will terminate the update process and delete C:\Program Files(x86)\think-cell.

Solution

Trend Micro fixed the issue in the meantime. Depending on your Trend Micro product, proceed as follows:

Trend Micro Home and Home Office (e.g., Maximum Security)

For Trend Micro Home and Home Office products a hotfix can be downloaded from the following website: [Hotfix] Unable to install think-cell updates when Trend Micro Security is Enabled

Trend Micro Business (e.g., Office Scan or Worry-Free Business Security)

If you are using Trend Micro Business products, contact your Trend Micro support directly so that they can provide you with a correct solution depending on your Trend Micro product and version. A general solution is not (yet) available for download.

Contact Support

If you are experiencing the same problem, but Trend Micro is not installed, 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.