Logos 6 has Stopped Working

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Posts 246
Rev. Michael L. Burns | Forum Activity | Posted: Mon, Mar 16 2015 12:36 AM

Logos 6 has recently started crashing on start-up. This happens regardless whether I try to work offline or sign in normally. I have uninstalled Logos 6 and reinstalled to no avail. I have zipped the log files and attached them.

Michael

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Forum MVP
Graham Criddle | Forum Activity | Replied: Mon, Mar 16 2015 1:35 AM

Rev. Michael L. Burns:
I have zipped the log files and attached them.

Were these log files taken while Logos was not running? 

There was a crash reported on 15th March (LogosCrash) but this doesn't match the Logos.log file posted.

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Mon, Mar 16 2015 6:40 AM

These files were just found last night. I know of no others. I just assumed they were created automatically when it crashed, I did not enable tracking or anything. What needs to be done to get the ones needed?

Michael

Posts 22109
Forum MVP
Graham Criddle | Forum Activity | Replied: Mon, Mar 16 2015 6:49 AM

Rev. Michael L. Burns:
I did not enable tracking or anything. What needs to be done to get the ones needed?

Please ensure logging is enabled using step 4 at https://www.logos.com/support/logos6/windows/report-problem 

Then start Logos and upload the logs after a crash and before restarting

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Mon, Mar 16 2015 7:06 AM

I see the code for the error logging and has tried several times as you suggested of using the "Save As" and it comes back with an error saying that this webpage cannot be saved.

Michael

Posts 22109
Forum MVP
Graham Criddle | Forum Activity | Replied: Mon, Mar 16 2015 7:15 AM

Rev. Michael L. Burns:
I see the code for the error logging and has tried several times as you suggested of using the "Save As" and it comes back with an error saying that this webpage cannot be saved.

Strange - I've just tried it and it works fine.

Are you right-clicking on the link and choosing "Save link as.."?

But if you are having trouble with this try step 1 of that article which should enable logging for a single session

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Mon, Mar 16 2015 7:16 AM

Never mind. I've got it working and enabled.

Michael

Posts 246

Graham Criddle:

Rev. Michael L. Burns:
I see the code for the error logging and has tried several times as you suggested of using the "Save As" and it comes back with an error saying that this webpage cannot be saved.

Strange - I've just tried it and it works fine.

Are you right-clicking on the link and choosing "Save link as.."?

But if you are having trouble with this try step 1 of that article which should enable logging for a single session

Here is the zipped Files created after the most resent crash just now.

Michael

Posts 22109
Forum MVP
Graham Criddle | Forum Activity | Replied: Mon, Mar 16 2015 7:40 AM

Hi Michael

Rev. Michael L. Burns:
Here is the zipped Files created after the most resent crash just now.

Thanks for this.

I can't see any indication of a crash in the logs - it just seemed to stop.

Can you check in the Windows Event Viewer at the time of the crash - about 9:18:49 - and see if there are any Logos application errors?

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Mon, Mar 16 2015 12:15 PM

How do I get to the windows event viewer?

Michael

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Mon, Mar 16 2015 1:52 PM

Never mind. I found it.

Michael

Posts 246

I think I attached a zipped copy of the Event Files.

Michael

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Forum MVP
Dave Hooton | Forum Activity | Replied: Mon, Mar 16 2015 3:38 PM

The event posted for Logos.exe is:

Windows cannot access the file  for one of the following reasons: there is a problem with the network connection, the disk that the file is stored on, or the storage drivers installed on this computer; or the disk is missing. Windows closed the program Logos Bible Software because of this error.

Program: Logos Bible Software
File:

The error value is listed in the Additional Data section.
User Action
1. Open the file again. This situation might be a temporary problem that corrects itself when the program runs again.
2. If the file still cannot be accessed and
    - It is on the network, your network administrator should verify that there is not a problem with the network and that the server can be contacted.
    - It is on a removable disk, for example, a floppy disk or CD-ROM, verify that the disk is fully inserted into the computer.
3. Check and repair the file system by running CHKDSK. To run CHKDSK, click Start, click Run, type CMD, and then click OK. At the command prompt, type CHKDSK /F, and then press ENTER.
4. If the problem persists, restore the file from a backup copy.
5. Determine whether other files on the same disk can be opened. If not, the disk might be damaged. If it is a hard disk, contact your administrator or computer hardware vendor for further assistance.

There are other app errors which indicate problems with your system, possibly coming from the hard drive e.g. there are issues with your Wondershare PDF Reader, where the recommended action is to re-install it. So you should perform the CHKDSK at step 3 as a minimum. If you are having difficulty with this then contact your computer vendor for assistance.

Dave
===

Windows 10 & Android 8

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Mon, Mar 16 2015 4:46 PM

Dave,

I have since removed the PDF Reader. I saw the other errors you spoke off but thus far nothing else is failing on my pc. I don't know what I'm doing wrong but I cannot get CHKDSK to work. Always says I don't had per mission to use it but I am the administrator. Maybe I'm trying to access it wrong. Can access and run any program form any pc so far from anywhere on my network except Logos 6.

A right-click on drive c: from file explorer and selecting Tools under Properties and selecting Check Disk for Errors returns none.

Selecting Run and then typing cmd and then typing chkdsk/f at the command prompt returns a message that access is denied as you do not have sufficient privileges. You have to invoke this utility running in elevated mode. It does this even though I am the administrator.

What am I doing wrong?

Michael

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Mon, Mar 16 2015 10:02 PM

Was finally able to run chkdsk /f from the command line and found no errors.

Michael

Posts 8088
LogosEmployee
Bradley Grainger (Faithlife) | Forum Activity | Replied: Mon, Mar 16 2015 10:51 PM

Rev. Michael L. Burns:

I think I attached a zipped copy of the Event Files.

Your crash includes:

    Faulting application name: Logos.exe, version: 6.1.0.31, time stamp: 0x54f4fd4f
    Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

Please call Tech Support for assistance with this crash; there are several potential different causes that they know how to resolve (and we usually can't diagnose without access to your computer; even Windows doesn't know the cause of this crash Smile).

Posts 246
Rev. Michael L. Burns | Forum Activity | Replied: Tue, Mar 17 2015 11:22 AM

I attempted to restore to an earlier System Restore point and the three most resent ones would not restore. Finally restored to a point on Friday. It restored fine and Logos works fine now. Don't kmow what happened or why but it works. Can't think of anything installed since Friday so all should be ok.

Michael

Posts 1
Wesley Hands | Forum Activity | Replied: Tue, Mar 31 2015 3:28 AM

Having a similar problem with Macbook - mine went down on Saturday - did all the usual uninstall and reinstall so reported it on Sunday. Still waiting for a reply from logos - think I may have to start using it off line or cut out updates. When it happens on a Friday or Saturday - frustrating!!!!

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