Knowledge base KB0207

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Excel crashes when using add-ins based on Add-in Express

Problem

I experience Excel crashes and I have another add-in installed that is based on Add-in Express. Note that add-ins based on Add-in Express show adxloader.dll in Excel > File > Options > Add-Ins.

Solution in Add-in Express

A known issue causing this problem was fixed in Add-in Express version 9.2.4635.

Solution in the add-in that you are actually using

Note that Add-in Express is a technical framework aimed at add-in developers. Therefore, please ask the vendor of your add-in to update their Add-in Express version to at least 9.2.4635. If they need to discuss this change with the Add-in Express support, they may refer to bug tracking number #9291.

Contact support

If you still experience an Excel crash although the vendor of the other add-in updated Add-in Express, please temporarily deactivate the add-in which uses Add-in Express, as explained in KB0091.

  • If the problem only occurs when the add-in using Add-In Express is activated, contact the vendor of this add-in. Usually it is most effective if you as the customer open a support case with the vendor.
  • Please contact our support team if you are still experiencing any issues with think-cell after deactivating the other add-in Read more

    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.