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Conflict with BeyondTrust Privilege Management: internal datasheet does not open

Problem

I have BeyondTrust Privilege Management version 5.6.126.0 installed and the internal datasheet of think-cell does not open anymore, e.g. when double-clicking an existing think-cell chart.

Sending an email using think-cell's Send Slides... function or sending log files via Request Support... does not work as well.

Solution

This problem has been fixed by BeyondTrust. A fix is available in version 5.6 SR2 or later as mentioned in the Privilege Management for Windows 5.6 SR2 Release Notes.

Explanation

When opening the internal datasheet of think-cell or a new email using think-cell's Send Slides... feature, additional executables from think-cell's installation folder are executed. When BeyondTrust Privilege Management version 5.6.126.0 is installed, the execution of those files (e.g., tcasr.exe, tcmail.exe, tcrunxl.exe) is blocked. Therefore, opening the internal datasheet or sending an email does not work.

Contact support

In case you are unsure if you are experiencing this issue, contact our support team:

Please send us your think-cell log files for analysis. Since Request Support… does most likely not work, you can find the logs 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 Tools Menu icon. → About in the think-cell toolbar and send us a screenshot of the think-cell info window.

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