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?
-
I am unable to set a file association (e.g. opening cif files with enCIFer) on Windows 11
… If this happened after you updated the software or moved it to a different location, it is a result of a bug in Windows 11, which gets confused when …
-
Maximise window does not work correctly for ConQuest on MacOS 10.14 (Mojave)
… We are aware of an issue with MacOS 10.14 and ConQuest where the maximise window button causes ConQuest to not behave correctly. Symptoms include black bars …
-
I’m having difficulty doing the tutorials on my Windows machine
… After installation, Windows locks down the installation directory. You may get an error when trying to do one of the tutorials. The solution is to copy …
-
Running python scripts from the 2024.1 versions of Mercury or Hermes may not display output correctly on linux
… finished executing. In this scenario clicking the "Open in Browser" button at the bottom of the window should display the expected output in a browser window …
-
Which Platforms are supported for CellCheckCSD?
… CellCheckCSD 1.2.8 is supported on: Windows - Intel compatible, 64-bit: Windows 10 and 11 Linux - Intel compatible, 64-bit: RedHat Enterprise 7.6 or higher …
-
Can I use IsoStar on a Windows PC?
… Yes. IsoStar is a client-server system that uses an HTTP server to make data available to Windows and UNIX operating systems. The HTTP server can be run on any …
-
I installed the CSD Portfolio with the Windows offline installer and the software is complaining that it can't find the data
… Due to Windows having a limit of 4 GB for an executable file, it is not possible to create an offline installer that will install both software and data …
-
Is it possible to view multiple structures simultaneously in the same window?
… located under the list of structures on the right hand side of the main Mercury window. Note: The ability to display multiple crystal structures is only …
-
How do I obtain the IsoStar client?
… in $CSDHOME/bin. For Windows the isostar.exe should be associated with the IsoStar files downloaded from the server automatically. For Mac OS X you may need …
-
How do I tabulate geometric parameters after a search has been run?
… Any geometric parameters you want tabulated must be specified in the Draw window before the search is run (via the Add 3D option). Defined parameters can …
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