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?
-
What is the Access Structures service?
… and has a new underlying database format. The Access Structures service may be accessed here: www.ccdc.cam.ac.uk/structures This new service provides additional …
-
Can I revise my data once they have been submitted and, if applicable, keep the same deposition number?
… Please submit your revised CIF(s) (and structure factor files) to the CCDC before re-submitting your manuscript to publishers so that any referees …
-
Exporting or saving entries in ConQuest on MacOS 12.0 results in a "The save file operation failed to connect to the open and save panel service" error
… ConQuest may fail to export or save search results or queries on MacOS 12.0 and give the error "The save file operation failed to connect to the open and save …
-
Mercury, Hermes or CrossMiner 2023.1 crashes after running for 5 minutes
… configuration file manually. This config file is stored in a (hidden) subdirectory of your home directory. Windows: %USERPROFILE%\AppData\Roaming\CCDC Linux …
-
GOLD fails to recognise the metal in my metal-containing enzyme
… type## > > Setting atom ##### to type Du A possible work-around is to re-type the metal atom in the protein input file to one of the included metal atom types …
-
I have just started using a new version of WebCSD - why are some features behaving strangely or not working?
… that a file has changed on the WebCSD server and therefore continuing to use the old cached version. Before contacting us to report the problem, we recommend …
-
Is it possible to re-score a given set of GOLD solutions using an alternative scoring function?
… , requires a prepared protein input file and a fully defined binding site (preferably the same definition that was used for the original docking). The ligand(s …
-
It looks like I’m using a new version of the CSD web interface – why are some features behaving strangely?
… to notice that a file has changed on the server and therefore continuing to use the old cached version. Before contacting us to report the problem, we recommend …
-
What happens to my data when I run checkCIF/PLATON during the deposition process?
… Your CIFs are sent to the IUCr’s checkCIF/PLATON service which returns checkCIF/PLATON reports for each structure you are depositing. Your CIF files are only …
-
I’m having difficulty doing the tutorials on my Windows machine
… the entire tutorial directory to somewhere you have write access and use the files there. …
Top Support Solutions
Newest Support Solutions
- I am unable to set a file association (e.g. opening cif files with enCIFer) on Windows 11
- I installed the CSD Portfolio with the Windows offline installer and the software is complaining that it can't find the data
- Running python scripts from the 2023.3 versions of Mercury or Hermes may not display output correctly on linux
- Uninstallation options for the 2023 CSD Portfolio
- Not enough disk space error while trying to install the software