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 download data for a particular compound?
… the data you require. Our search functionality allows you to search the CSD by a number of different methods including sub-structure searches, compound name …
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I have renewed my licence, how can I make sure the expiry date has been extended?
… Action required for academic customers renewing for 2023 For most academic customers your licence now expires on the 31st of December. Usually you keep …
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How do I obtain ConQuest, Mogul or GOLD?
… The majority of CSD-Portfolio functionality, such as the data, ConQuest, Mogul and GOLD, is contained in the CSDS download. You can obtain download links …
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Is CCDC CSD software affected by the CVE-2021-44228 vulnerability?
… and services where our data or software is utilised or linked to - CCDC is not responsible for the maintenance of such systems and we would recommend customers …
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What is the the Service Level Agreement for support of CCDC customers?
… CCDC has three tiers of Service Level Agreement (SLA) which are based on the type of customer account: Standard: Our academic partners Enhanced: Our …
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Installation of the 2023 and later CSD Portfolio Software and Data
… There are several options to adjust the installation of the CSD Portfolio to your needs. Installing the CSD data and CSD Portfolio software separately …
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Where can I find my customer number and activation key?
… CCDC licence details consist of A customer number (a whole number, up to 6 digits) An activation key (6 blocks of 6 characters, for example …
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Why do I have problems selecting atoms or scaling issues in Mercury on MacOS?
… Some customers have experienced issues on macs such as difficulty selecting atoms and scaling issues. We have found in these cases the customer is often using …
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How do I sign into WebCSD and what are the benefits of signing in?
… registered to a CSD campus licence (we are unable to support IPv6). By entering a valid CCDC customer number and activation key once signed in. To do this you …
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Can I send data after publication?
… We always appreciate receiving a copy of your data. The deposition should include the list of authors and the full journal reference. If it duplicates data we …
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
- How do I ensure I get the best performance from CSD-CrossMiner?
- "Invalid window handle" error when using the CSD Python API on Windows
- Picking atoms in Mercury or Hermes stopped working after I upgraded to 2024.2
- Crystallisability and solvate prediction scripts not working in 2024.2 release
- What should I do if I experience an error during deposition that prevents me from adding checkCIF alert responses?