Windows Troubleshooting

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.

Page Contents

Check for known problems

Logos Help Center (LHC) + Verbum Help Help Center (VHC)

Faithlife provides Logos Help Center (LHC) and Verbum Help Help Center (VHC) that have many training and support articles so LHC & VHC search is useful for finding appropriate article(s).

The Wiki

Many common problems are documented in the wiki. See Logos Not Starting, Frequent Questions, and Installation and Indexing FAQ.

The Forums

Problem(s) can affect a number of users so checking recent forum threads could have relevant problem and solution discussion(s):

If your problem appears to be unique then start a support thread on the relevant Logos forum; ensuring that you clearly explain what caused the problem, and what steps you’ve already taken to try and resolve it (see Bug Report):

Note: you should start a new thread if a thread(s) is older than 2 months or does not have feedback confirming the recommended fix! LHC Unsupported releases + VHC Unsupported Releases have less forum activity plus upgrade to a supported release will be recommended.

When to contact the official Faithlife Technical Support team

There are many experienced users in the Forums who provide assistance 24 hrs/day, 7 days/week due to the world wide user base of Logos, but some issues will require Faithlife technical assistance and you may be advised to contact Tech Support team when using a supported LHC Stable releases + VHC Stable Releases 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). With your permission, Faithlife can remotely share desktop with you to diagnose issues, see LHC Remote Assistance. Alternatively you can email Tech Support, see Contact for email address.

Beta and unsupported releases are discussed in appropriate forum, refer to The Forums above.

Diagnostic Logs

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 \Faithlife\Logs\Logos folder of %localappdata% 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 have to enable logging, then rerun Logos to reproduce the problem (see Diagnostic Logging for more details).

In some situations you may be requested 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.

Installation/Update Problems

Logs are produced automatically for this activity e.g. LogosSetup.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 best solution is to modify the Logos folder ownership, but you may have to reinstall Logos. If you right click the Logos icon, or the setup program, and select “Run as Administrator”, you will have to do this every time you update the software.

Note that you should not use “Run as Administrator” when installing Logos, as this is one cause of the above problem.

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.

Where appropriate, prefix the title of the forum thread with Bug: e.g. Bug: Continually downloading the same file.

For a fast computer that is running slowly, or when requested to produce performance logs, please use Logos Performance Tool

Reinstalling Logos

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
  • delete the installation folder (\Logos)
  • install Logos as per Method 3

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