KB0245: Thumbnails for Icons (Magnific) don't appear in the thinkcell Library

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Problem

In the thinkcell Library, when you select Icons (Magnific), the search results are blank. When you hover over the search results, you see selection frames around the thumbnails but no thumbnail images.

Cause

This problem is most commonly caused by network security tools, such as Zscaler. Sometimes, these tools categorize Magnific's hosts as AI services and block access to these hosts.

Solution

To check whether network security tools are blocking access to Magnific's hosts, open the following URLs in your browser:

If your access is not blocked, you'll see a plain-text message, such as "Not Found," "Bad Request," or "Forbidden."

If a network security tool is blocking access, you may see an error message similar to the following examples:

If your access is blocked, ask your IT team to add the listed URLs to your organization's network security exceptions list.

Contact support

If you see the plain-text messages when you open the URLs but the problem persists, please contact our support team.

Please send us the thinkcell log files. To do so, on the PowerPoint or Excel ribbon, select Insert > thinkcell > Tools Tools Menu icon > Help > Request Support. A new email will open with the log files automatically attached.

If Request Support works neither in PowerPoint nor in Excel, follow these steps: Read more

  1. Open a new File Explorer window.

  2. In the address field, enter %LOCALAPPDATA%\think-cell. Select Enter.

    Alternatively, you can open the think-cell folder by browsing the directory: Read more

    The full default filepath is C:\Users\USERNAME\AppData\Local\think-cell. Replace USERNAME with your username.

    If you can't find this folder, it's probably hidden. To show hidden items, in File Explorer, select one of the following:

    • Windows 7: Organize > Folder and search options > View > Show hidden files and folders
    • Windows 8, Windows 8.1, and Windows 10: View > Show/hide > Hidden Items
    • Windows 11: View > Show > Hidden Items

  3. Send all the files in the think-cell folder that end in log to our support team. These files may include any of the following:

    • EXCEL_log.log
    • POWERPNT_log.log
    • ppttc_log.log
    • setup_think-cell_VERSION_log.log
    • tcasr_log.log
    • tcindex_log.log
    • tcmail_log.log
    • tcrunxl_log.log
    • tcupdate_log.log

      • Additionally, if thinkcell is active, please send us a screenshot of the About thinkcell dialog. To open the About thinkcell dialog, on the PowerPoint or Excel ribbon, select Insert > thinkcell > Tools Tools Menu icon > Help > About.