FAQs
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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Where can I find my customer number and activation key?
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Updating my CSD software installation to the 2022.3 release fails on Linux
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Applications such as Mercury or Mogul fail to open on Windows
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I am trying to install the CSD Python API but encountered an UnsatisfiableError
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Picking atoms in Mercury or Hermes is not working on MacOS
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What is the the Service Level Agreement for support of CCDC customers?
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How can I run GOLD in parallel?
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ConQuest won't start on Windows machine with Radeon graphics card
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Mercury, Hermes or CrossMiner 2023.1 crashes after running for 5 minutes
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How should I reference CSD-Particle?
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 do I sign into WebCSD and what are the benefits of signing in?
- How does the GOLD licensing system work?
- How should I reference GOLD?
Newest Support Solutions
- I am trying to activate the free version of Mercury, but the Software Activation Tool says “A valid activation has been detected…”
- 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