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?
-
Why do I get a pop up window when starting ConQuest that says "Some Anti-Virus Software stop ConQuest from starting its search engine..."?
… and Hidden Items are ticked.Then please delete the following folder:csds_dataand the following files (which one(s) you have depends on your version of ConQuest):.csds …
-
Updating my CSD software installation to the 2022.3 release fails on Linux
… attempted the update via Mercury or Hermes the installer can be found in the CSD_2022/updates directory. Otherwise it can be downloaded from the CCDC Downloads page …
-
When using the Access Structures service the 3D structure took a long time to load
… The 3D structure may take a few seconds to load. While the 3D structure is loading you can still use the page and download the deposited CIF for the structure …
-
I am unable to upgrade to the current version of the CSD software, how do I continue using an older version?
… products including Mercury for free for non-commercial use - to obtain older versions of these go to our downloads page and tick the Legacy Downloads box. …
-
Why do I have a problem displaying labels on Linux?
… likely because the OpenGL libraries on your system cannot support all the functions that Mercury uses. In this case we would recommend that you download …
-
Why is CellCheckCSD 1.2 not working with my diffractometer software package?
… of CellCheckCSD still available in our legacy downloads section of our download web pages. …
-
Activating the CSD Python API
… API has been installed in the standard location using the CSDS installer, on Windows the simplest way is to launch an Anaconda prompt from the Start menu …
-
How do I obtain Mogul?
… to download data updates at regular intervals between each major release. For further information please compete the Information on obtaining CCDC products form …
-
Mercury 2020.1 is slow on MacOS
… We are aware of a stutter-like behavior when rotating structures in Mercury 2020.1. This has been fixed in later releases. You can download the latest …
-
What is the ‘My Structures’ service?
… and download and retrieve your datasets at any time. The datasets can be shared with collaborators, and it is also possible to ‘claim’ previously published data …
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?