FAQs
For questions not addressed by a support solution here, please Contact Us. Please do include a description of the problem as well as your operating system and version.
What can we help you with?
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How can I see details of my licence and the activations I have?
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I'm getting messages that my licence has expired or is missing a feature
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How do I activate the software for all users?
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What are the advantages and disadvantages of activating via a local licence server?
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Why do I have problems selecting atoms or scaling issues in Mercury on MacOS?
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Installation of the CSD Python API miniconda may fail on Windows
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Installation of the 2023 and later CSD Portfolio Software and Data
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How do I update my CSD software installation?
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What can I do if Mercury or Hermes won't install the latest software and data updates?
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How do I activate the software after installation?
Top Support Solutions
- CSD Portfolio software suites requirements and supported platforms
- What is the difference between the GoldScore, ChemScore, ASP and ChemPLP scoring functions provided with GOLD?
- How does the GOLD licensing system work?
- How should I reference GOLD?
- How do I sign into WebCSD and what are the benefits of signing in?
Newest Support Solutions
- "Cannot download archive" error when running the online installer
- Searches on macOS with cqbatch from the 2024.1 release may fail
- Documentation fails to open when launched from a CCDC application on linux
- How can I improve visualisation performance when running CCDC software over Remote Desktop Connection (RDP)?
- I am unable to set a file association (e.g. opening cif files with enCIFer) on Windows 11