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
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 new 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).
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
- Click Windows Search in the Taskbar and type Event Viewer; or
- press Windows+X keys and 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.
- Create a support thread in the Logos Desktop 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...” or
“The path ...cannot be found”
The best solution is to follow the steps at Support – Error Writing to File. 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 using “Run as Administrator” when installing Logos 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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