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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Software Activation is failing because it fails to access the internet using my proxy server
… The CCDC software activation tool will attempt to automatically detect proxy server settings and use them, so for the vast majority of users there should …
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How can I improve visualisation performance when running CCDC software over Remote Desktop Connection (RDP)?
… For the best performance we would recommend running CCDC software locally, but sometimes this is not possible and you may need to access an installation …
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What other software and/or data components should I install to make use of functionality I want to access?
… Starting with the 2023.1 release, the CSD Portfolio now offers more choice on what software and/or data components you can choose to install. While we …
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Can I access Inorganic/ICSD data through the CSD Portfolio?
… and any associated advanced software will continue to develop and to be available independently from the CCDC and FIZ Karlsruhe, respectively. …
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ConQuest is unable to export PDF files on Windows
… here and reinstall the software. This ensures that stray files from older versions of ConQuest are deleted. …
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How do I determine what my IP address is?
… Some CCDC software and services require you to give us details of your IP address (or a range of IP addresses). There are two main types of IP address …
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How do I obtain ConQuest, Mogul or GOLD?
… for the software by filling out the CSDS downloads request form here. You will need your customer number and 36 character activation key. This information …
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How do I port my existing scripts from Python 2.7 to Python 3?
… You may wish to consult the official Python Software Foundation's guide. Hopefully, your script was written with both Python 2.7 and 3.x in mind. The Python …
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I have not received an email after requesting a CSDS Download, or my email contains no links
… The automated email containing your CSD software suite links can sometimes be caught by email spam filters or other policies that filter the emails you …
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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
… entry "\ccdc-software\mercury\resources\qtwebengine_resources.pak" to disk. Can't unlink already existing object. Permission denied. This is due to Mercury …
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 should I reference GOLD?
- How do I sign into WebCSD and what are the benefits of signing in?
Newest Support Solutions
- "Cannot download archive" error when running the online installer
- Searches on macOS with cqbatch from the 2024.1 release may fail
- Documentation fails to open when launched from a CCDC application on linux
- How can I improve visualisation performance when running CCDC software over Remote Desktop Connection (RDP)?
- I am unable to set a file association (e.g. opening cif files with enCIFer) on Windows 11