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 do I update my CSD software installation?
… The CSD software suites have a built-in auto-update mechanism that makes updating the software easy, and will also notify you if a software or data update …
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What can I do if Mercury and Hermes won't install the latest software and data updates?
… You cannot install updates while the software is running. If you have closed all CCDC programs but the updates still won't install, try rebooting your computer …
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Updating my CSD software installation to the 2022.3 release fails on Linux
… This is a known issue and the fix is to run the update installer manually after making sure you are not running any CCDC programs. If you have already …
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Can I update publication details through My Structures?
… on the 'Details' button to see more details about a particular structure and from there you can update the publication details, extend the embargo period …
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ConQuest won't start on Windows machine with Radeon graphics card
… . Updating your driver to the latest version from the AMD website may resolve this issue. …
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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 …
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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
… panel service." This issue is resolved in later releases of MacOS so we would recommend updating to version 12.3 or later. …
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What should I do if the details in My Structures are wrong?
… In the My Structures service user details can be updated from the ‘Profile’ section of your account at any time. If you would like to revise any of your data …
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When is inorganic data deposited at the CCDC transferred to the ICSD?
… the joint Access Structures Service and will also be copied to FIZ Karlsruhe. Since FIZ Karlsruhe perform a data update for the ICSD twice yearly, the data …
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After updating to the 2021.1 release I get an error that VCRUNTIME140_1.dll was not found
… After updating to the 2021.1 release I get an error that VCRUNTIME140_1.dll was not found …