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 activate the software for all users?
… N.B. If you are using a licence key rather than a local licence server, activating the software for all users requires an internet connection. This is because …
-
"Cannot download archive" error when running the online installer
… Disable any VPN Install only the components you need (the CrossMiner data is only required if you use CrossMiner) Install the software and data in stages e.g. …
-
Can I use SuperStar in conjunction with other modelling software packages?
… Can I use SuperStar in conjunction with other modelling software packages? …
-
How do I set up my browser to view IsoStar scatterplots?
… "More apps" and "Look for another app on this PC" then browse to CCDC\ccdc-software\isostar\isostar.exe. (Mac) Select Other and tick Always Open …
-
How can I install the 2023 CSD Portfolio so that all users can access it?
… , the licence configuration and activation will be preserved when it is uninstalled and replaced by the latest release. Activating the software at install time will only …
-
How to activate CCDC software without a direct internet connection on the system that it is installed on
… If you do not have direct internet access from the computer you want to run CCDC software on, or the connection to our online activation servers is otherwise …
-
How to deploy the CSD Portfolio to multiple computers
… Option 1: Install the software and data on each computer separately using the online installer For a silent install on Windows into C:\CCDC the command would …
-
How do I obtain Mercury?
… (CSD) software suite subscribers. The difference between free Mercury and full-licence Mercury is explained in this blog and summarized in the linked datasheet …
-
Running an API script in Mercury or Hermes fails with the error " QStandardPaths: XDG_RUNTIME_DIR not set" on linux
… The CSD Portfolio software relies on the standard environment variable XDG_RUNTIME_DIR to be set in order to know where to create some temporary files. Some …
-
Using the ligand overlay functionality in Hermes 2023.1 or 2023.2 on Linux fails with an error about reading the initialisation file
… -software/hermes/bin/mogul.ini before starting Hermes. …
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?