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This page is designed to help with problems you may experience running Logos. Before proceeding, make sure you’re running the latest stable version of Logos. New versions of Logos are released every few months, and these new versions often fix bugs and crashes in earlier versions.
Check for known problems
Problems often occur in batches so you should check the forums for similar problems over the past couple of days.
If your problem appears to be unique then start a support thread on the relevant Logos forum e.g. http://community.logos.com/forums/AddPost.aspx?ForumID=109 ensuring that you clearly explain what caused the problem, and what steps you’ve already taken to try and resolve it (see Bug Report). If you are running a beta version then report the problem on the Desktop Beta Forum.
Note that you should start a new thread if a support thread(s) is older than 2 months or does not have feedback confirming the recommended fix!
There are many experienced users in the Forums who can provide assistance 24 hrs/day, 7 days/week due to the world wide user base of Logos, but some issues will require a higher level of technical assistance and you may be advised to contact Logos’ Tech Support team even if you have to wait for their offices to open (Monday–Friday, 0600–1700 PT or 1400 – 0100 GMT). Do this by calling 1-800-875-6467 and asking for Technical Support (remember to add the international code for the US if dialling from outside North America). Alternatively you can email firstname.lastname@example.org.
Logs record the activity of the software in a way that assists identification of the feature or module that is causing a problem. Logs can be found in the Logos Log Files folder in My Documents and they should always be uploaded to the forum i.e. do not paste the text into your post because the files are quite large.
Logos will create logs automatically if it crashes. In other situations you should enable logging then rerun Logos to reproduce the problem.
For more detailed information you may be asked to provide a Crash Dump.
Logos (or the Logos Indexer) crashes
Crashes are one of the most difficult issues to diagnose, so it may take a little time to work out the problem. Logos should create logs when it crashes, so upload the logs or obtain them as mentioned above. Prefix the title of the thread with Crash: e.g. Crash: whilst searching NAS bible.
Note that a complete Logos crash log will contain at least 10 lines. If your log file is like this one, or is missing, it means Logos crashed so abruptly that it wasn’t able to write a complete log. Rerun Logos to reproduce the crash, but if you still don’t have a complete crash log you will have to look at the Windows Event logs:-
Logs from the Event Viewer
- Go to the Control Panel, find Administrative Tools and double-click Event Viewer.
- When the event viewer opens, expand the Windows Logs folder, and then click on Application.
- Scroll through the list until you come to an Error entry with the time and date that Logos crashed.
- Double-click on that entry to open a dialog box with the error details.
- If the event Source is .NET Runtime with Logos.exe as the Application then copy the content of the General tab.
- If the event Source is Application Error with Logos.exe as the Faulting application then copy the content of the General tab.
- Please contact Logos Tech Support or start a support thread on the appropriate Logos forum.
Logs are produced automatically for this activity e.g. LogosSetup.log, PrerequisitesInstall.log, DigitalLibraryInstall.log. So upload them to the appropriate forum and quote any error message from a dialog box. Prefix the title of the thread with Crash: or Bug:.
A common error when updating the software is:-
Error writing to file:
Verify that you have access to that directory
The simplest fix is to right click the Logos icon or the setup program and select “Run as Administrator” each time you update the software. This is usually caused by installing Logos the same way when it is designed for a per-user context. The long term solution is either reinstall Logos or modify the Logos folder ownership.
Other Problems or Bugs
Some problems can be resolved by simply restarting Logos or rebooting the computer, so try these first.
Wherever possible illustrate your problem with a screen shot. Logs may not be needed but they will not be produced unless you have previously enabled logging or can reproduce the problem after enabling logging. The pertinent logs are Logos.log (for Logos itself) and LogosIndexer.log (for the Indexer). A resource download issue requires the Indexer log.
Where appropriate, prefix the title of the forum thread with Bug: e.g. Bug: Continually downloading the same file.
When required this does not have to be onerous as re-downloading resources can be avoided as follows:-
- backup your Resources folder
- uninstall Logos from Control Panel (leave PreRequisites)
- delete the installation folder (\Logos4 or \Logos5)
- install Logos as per Method 3