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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Mercury 2020.1 is slow on MacOS
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I am unable to upgrade to the current version of the CSD software, how do I continue using an older version?
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I get an error that VCRUNTIME140_1.dll was not found
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Updating my CSD software installation to the 2022.3 release fails on Linux
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Applications such as Mercury or Mogul fail to open on Windows
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Picking atoms in Mercury or Hermes is not working on MacOS
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What is the the Service Level Agreement for support of CCDC customers?
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Mercury, Hermes or CrossMiner 2023.1 crashes after running for 5 minutes
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Free Mercury is complaining that the database requires a CSD licence
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On Windows, applying the 2023.2 update from a check for updates in Mercury or Hermes may give an error about updating qtwebengine_resources.pak
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 do I sign into WebCSD and what are the benefits of signing in?
- How should I reference GOLD?
Newest Support Solutions
- What is a CSD subset?
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- 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)?