An error occurred when displaying the think-cell user interface

Problem

The think-cell add-in uses DirectX technology to render the think-cell user interface. Not all graphics adapters and graphics drivers provide full, standardized and bug-free support of DirectX.

Solution

To solve the problem, please check the following:

• First, update to the latest think-cell version. Please download the current think-cell version from our download web page.
• Update the drivers for your graphics adapter to the latest version. In most cases, you will find the recommended driver updates on the website of your computer's manufacturer:

  Acer Driver Updates

  Asus Driver Updates

  Dell Driver Updates

  Fujitsu Driver Updates

  HP and Compaq Driver Updates

  Lenovo Driver Updates

  Samsung Driver Updates

  Sony Driver Updates

  Toshiba Driver Updates

  Intel Driver Updates

Contact support

If you performed the steps above and this issue still occurs, please contact our support team. Please describe the steps you have already performed and their results. Additionally, please send us the following files:

• Please send us the think-cell log files. For this, open PowerPoint or Excel and go to Insert > think-cell > Tools > Request Support. The log files will be automatically attached to a new email.

  If neither works, you can find the log files as explained below:

  1. Open a new Windows Explorer window.

  2. Type in %LOCALAPPDATA%\think-cell into the address field, and press Enter

  3. Please send all files with the extension .log contained in this folder to our support team. These files may include any of the following: POWERPNT_log.log, EXCEL_log.log, TCMAIL_log.log, TCUPDATE_log.log, TCRUNXL_log.log, TCASR_log.log, PPTTC_log.log, setup_think-cell_xxxxx_log.log.

  4. If you want to browse to the directory:

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

     If you cannot find this folder, it is probably set to invisible. You can change that in Windows Explorer by checking:

     • 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.

     In addition, if think-cell is active, please click on Tools → About in the think-cell toolbar and send us a screenshot of the think-cell info window.

• Please create and send us the DxDiag log file:
  
  1. Open DxDiag: Press Start or the Windows key → type dxdiag → Enter
  2. Click the [Save All Information] button. Save this file as DXDIAG.TXT.
  3. Attach the DXDIAG.TXT to your support request.