FAQs
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?
-
How do I remove lone pairs from GOLD docking solutions?
-
End of support for holders of perpetual licences for GOLD versions 5.3 and earlier
-
I am unable to upgrade to the current version of the CSD software, how do I continue using an older version?
-
I get an error that VCRUNTIME140_1.dll was not found
-
Updating my CSD software installation to the 2022.3 release fails on Linux
-
Applications such as Mercury or Mogul fail to open on Windows
-
Picking atoms in Mercury or Hermes is not working on MacOS
-
What is the the Service Level Agreement for support of CCDC customers?
-
Mercury, Hermes or CrossMiner 2023.1 crashes after running for 5 minutes
-
Using the ligand overlay functionality in Hermes 2023.1 or 2023.2 on Linux fails with an error about reading the initialisation file
Top Support Solutions
Newest Support Solutions
- Uninstallation options for the 2023 CSD Portfolio
- Not enough disk space error while trying to install the software
- ConQuest stopped working on Windows after I updated from 2023.1 to 2023.2
- Create your own offline installer for the free version of Mercury
- 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