KB0005: The think-cell add-in disappeared after an Office crash

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Problem

The think-cell add-in suddenly disappeared in PowerPoint or Excel. In many cases, this is caused by a previous crash of Microsoft Office.

Solution

Windows:

  1. Open PowerPoint or Excel.
  2. Select File > Options > Add-Ins.

  3. The think-cell COM Add-in has to be available in the Active Application Add-ins list of both PowerPoint and Excel. If this is the case, please refer to KB0004 for other solutions.

    If think-cell is listed in another section, you can reactivate it:

    Inactive Application Add-ins Read more

    1. Choose COM Add-ins in the Manage: dropdown box at the bottom of the dialog > Go…
    2. Tick think-cell in the COM Add-ins dialog > OK.

    Disabled Application Add-ins Read more

    1. Choose Disabled Items in the Manage: dropdown box at the bottom of the dialog > Go…
    2. Select think-cell in the list of disabled items > Enable.

    Note: In Excel, the separate think-cell Excel Add-in may be listed in the Inactive Application Add-ins list. This is okay, because it will be loaded when needed.

  4. Restart PowerPoint or Excel and see if the problem is solved.

Mac

  1. To enable think-cell again in PowerPoint or Excel, go to the PowerPoint or Excel Toolbar > Tools > PowerPoint Add-Ins... [Excel Add-Ins...] > tick think-cell > OK.
  2. Quit PowerPoint and Excel: right-click the PowerPoint and Excel icons in the dock and select Quit. Alternatively, open PowerPoint and Excel , then select Cmd⌘+Q.
  3. Reopen PowerPoint or Excel and see if the problem is solved.

Still problems?

If you are still experiencing issues, please proceed as follows:

Please send us the think-cell log files. To do so, on the PowerPoint or Excel ribbon, select Insert > think-cell > Tools Tools Menu icon > Request Support. A new email will open with the log files automatically attached.

If Request Support works neither in PowerPoint nor in Excel, do the following: Read more

  1. Open a new File Explorer window.

  2. In the address field, enter %LOCALAPPDATA%\think-cell. Select Enter.

    Alternatively, you can open the think-cell folder by browsing the directory: Read more

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

    If you can't find this folder, it's probably hidden. To show hidden items, in File Explorer, select one of the following:

    • 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
    • Windows 11: View > Show > Hidden Items

  3. Send all the files in the think-cell folder that end in log to our support team. These files may include any of the following:

    • EXCEL_log.log
    • POWERPNT_log.log
    • ppttc_log.log
    • setup_think-cell_VERSION_log.log
    • tcasr_log.log
    • tcindex_log.log
    • tcmail_log.log
    • tcrunxl_log.log
    • tcupdate_log.log

      • Additionally, if think-cell is active, please send us a screenshot of the About think-cell dialog. To open the About think-cell dialog, on the PowerPoint or Excel ribbon, select Insert > think-cell > Tools Tools Menu icon > About.