Logos 6 for Mac: Crash on startup.

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This post has 19 Replies | 1 Follower

Posts 42

The system syncs on startup and the main window opens, but before any text or panes appears in the window when it crashes.

I have removed the application and re-downloaded/re-installed. I checked file privileges in Logos4 folder. I checked fonts. I deleted all caches. I checked the disk. I rebooted. I enabled logging and have attached the log.

Update:  I saw someone else having crashes and someone recommended holding down Command key while starting up to get a blank layout.  I did this and it worked.  I am rebuilding my index right now in case that is the problem.  This will take a while, I will update this post when it completes.  The other post implied that the layout might be corrupted. I will try that after the rebuild completes.

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Levi Durfey | Forum Activity | Replied: Thu, Dec 17 2015 9:29 AM

Hmm, something is going on here. This is the sixth report of Logos crashing on opening since yesterday morning.

https://community.logos.com/forums/t/120718.aspx

https://community.logos.com/forums/t/120746.aspx

https://community.logos.com/forums/t/120718.aspx

https://community.logos.com/forums/t/120746.aspx

https://community.logos.com/forums/t/120677.aspx

For one at least, what helped was opening to a blank layout. Click on the icon to launch Logos, then hold down on the command key. You'll get a window where you can open Logos with a blank layout. If this works, you'll have to rebuild your layouts.

But, before you do that, you need to post your logs if you haven't already. If something is going on here, then Faithlife needs your logs to find the problem.

Posts 42
Doug Hiser | Forum Activity | Replied: Thu, Dec 17 2015 9:43 AM

Integ, 

Thanks for the info.  It was your post on another thread that taught me the Blank Layout trick.  I have not tried anything in Logos other than Rebuild Index. I had 10 crashes this morning while trying to debug this and it was indexing during some of these crashes, so I have a habit of rebuilding the index anytime it crashes while indexing.  I think this might be a separate process and not be effected by crashes, but I don't take any chances.  I will use my iPad for the next 4 hours while it indexes.

I did include a log file beside the logs that logos uploads automatically after a crash.

Merry Christmas.

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JT (alabama24) | Forum Activity | Replied: Thu, Dec 17 2015 10:23 AM

Doug Hiser:
 I have not tried anything in Logos other than Rebuild Index.

I am in a hurry and don't know if I would be any help anyways. If no one responds when I get back I'll take a look at your logs. I do want to point out, however, that using the "rebuild index" is a nuclear option. Unless it is needed, it shouldn't be run. 

OSX & iOS | Logs |  Install

Posts 42
Doug Hiser | Forum Activity | Replied: Thu, Dec 17 2015 11:27 AM

Rebuild finished and did not help.  I can startup by holding down command and get a blank window. I can add resources to the window and change the pane arrangements.  I can save and name the layout and load this layout.  If I ever load an "old" layout it crashes and then requires the command key at start up.  I don't know if it is a resource associated with the saved layout that it is trying to load is the problem or if it is the layout itself.  My layouts have over a dozen resources loaded and I am not sure I can identify all of them by memory.  

The current work around is to create a scratch layout from scratch, use this and only this layout, and wait for an update so that the "old" layouts can be recovered.

Can you check the log and see if it is a bad resource or a just a bug in 6.8 of logos?

Update:  I was adding various resources to various panes and I found one listed in my library as be not available.  It would not tell me which resource, but when I clicked to add it, Logos crashes.  Furthermore my latest dated layout is now broke, but the scratch one is still good.  So my conclusion is that a resource I often use has disappeared from my library or has become corrupted.  I am not sure which resource, but perhaps support can figure this out from the log.

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JT (alabama24) | Forum Activity | Replied: Thu, Dec 17 2015 11:55 AM
Doug Hiser:
The current work around is to create a scratch layout from scratch, use this and only this layout, and wait for an update so that the "old" layouts can be recovered.
That is what you should do then, at least until someone can read your logs.
Doug Hiser:
Can you check the log and see if it is a bad resource or a just a bug in 6.8 of logos?
I wouldn't be able to help with that. Hopefully a full fledge techie or FL employee will be around soon. It would be good to get verification about which resource. Question: are you either a logos now or logos cloud user?

OSX & iOS | Logs |  Install

Posts 42
Doug Hiser | Forum Activity | Replied: Thu, Dec 17 2015 12:02 PM
alabama24:
Question: are you either a logos now or logos cloud user?
Definitely, not Logos Now. I do share documents between my Mac and my iPad via the cloud, but the Mac has everything resident, and the iPad has a subset local. The most important feature is that I can update my scripture notes/highlights and the other device picks the updates automatically. So I am not sure about the cloud user or not. Sorry about my ignorance on this term.
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JT (alabama24) | Forum Activity | Replied: Thu, Dec 17 2015 12:11 PM

Doug Hiser:
I do share documents between my Mac and my iPad via the cloud

I didn't mean that, but rather a new service called "logos cloud." Since you don't know what I am talking about, you aren't a user. Smile

I may have understated my tech abilities. I have discovered something in a few logs... lets try something. Are you a NASB user? What happens if you load to a blank layout and open the NASB?

OSX & iOS | Logs |  Install

Posts 42

alabama24:
Are you a NASB user? What happens if you load to a blank layout and open the NASB?

My main notes and highlights are in the NASB95.  That was the first thing I loaded earlier.  I have loaded all my personal documents. The NASUEECB concordance and NASB Dictionaries. They are fine. I don't normally open the original NASB and I don't see it to open it.  My iPad shows the same NASB resources.  By the way if I click the + to create a new tab, I get a list of resources to add. This is where I have the "not available" resource with a big yellow warning triangle. Don't add this one or you will crash.  I will exit and come back in, add this resource and upload the new crash log.  Perhaps that will help.

Uploaded.

Posts 42
Doug Hiser | Forum Activity | Replied: Sun, Dec 20 2015 12:48 PM

Still waiting for support to help with my missing resource.  I am sure the layouts will start working once the missing resource is restored.  This can wait until after Christmas.  Merry Christmas to the Logos support team.

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Mike Binks | Forum Activity | Replied: Mon, Dec 21 2015 2:02 AM

Doug - If nobody turns up today with some positive news you should ring the support phone line. They will be able to help. If you are calling from outside the USA it is probably cheaper to use Skype.

Posts 1258
LogosEmployee
Dylan Rondeau | Forum Activity | Replied: Mon, Dec 21 2015 9:20 AM

Doug Hiser:
This is where I have the "not available" resource with a big yellow warning triangle. Don't add this one or you will crash.

This (and the error in your logs) matches an issue that we've been looking into with 6.8, and we are planning to ship an SR this week which should address the issue. I've added a link to this thread so we'll notify you once the SR is available.

Dylan Rondeau, Software Tester

Enable Logging: Mac | Windows (Right-click "Save As...")

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LogosEmployee
Dylan Rondeau | Forum Activity | Replied: Tue, Dec 22 2015 4:24 PM

Dylan Rondeau:
I've added a link to this thread so we'll notify you once the SR is available.

6.8 SR-1 is now available and should resolve this issue.

Dylan Rondeau, Software Tester

Enable Logging: Mac | Windows (Right-click "Save As...")

Posts 42
Doug Hiser | Forum Activity | Replied: Tue, Dec 22 2015 7:30 PM

6.8 SR-1 got rid of the crashes, but I still have a mystery resource that I mentioned earlier.  If I click the + sign in a pane and scroll through the pictorial list of recent resources, I have one with a big inverted yellow caution triangle.  Hovering over it says "Not Available" and clicking on it adds a white tab with the words "Unable to load Panel.".  It is an improvement, because it use to crash when I clicked in this mystery resource.

Is there away to check all resources?  I have done a "sync now" and a "rebuild index".

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Levi Durfey | Forum Activity | Replied: Tue, Dec 22 2015 8:55 PM

Try using the command Update Resources.  From the wiki: Update Resources performs an intensive check against your licenses, the resources on your computer and resources on the server to ensure that you have everything.

Posts 42
Doug Hiser | Forum Activity | Replied: Wed, Dec 23 2015 7:32 AM

I tried "update resources" and "update now".  Neither work.  I think there were two problems: (1) Logos pushed out a corrupted resource and (2) Macs crash when loading a corrupted resource.  They have fixed (2), but not (1).  I can now get to my old layouts and my main bible study layout has a pane with a single resource which is NASB Dictionary.  I am pretty  sure I had multiple resources in this pane, which would mean the corrupted resource is likely another Greek or Hebrew language resource.

Thanks for your help and Merry Christmas.

Posts 42
Doug Hiser | Forum Activity | Replied: Wed, Jan 6 2016 8:38 AM

I still have the missing resource and have not heard anything from Logos on this.  Should I contact them by another means?

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JT (alabama24) | Forum Activity | Replied: Wed, Jan 6 2016 9:05 AM

Doug Hiser:
Should I contact them by another means?

Typically the best method to get an answer directly from FL is by phone. I can flag this thread and maybe get an answer.

OSX & iOS | Logs |  Install

Posts 262
LogosEmployee
Steve Workman | Forum Activity | Replied: Wed, Jan 6 2016 9:15 AM

Doug Hiser:
I have one with a big inverted yellow caution triangle.

The panel you are referencing is the Error panel.  It was the cause of the crashing, the fix we implemented was to better handle it's existence.  The resource that was replaced with the Error panel is still available to you unfortunately, we don't know what resource it was due to the corruption that removed it.  I would recommend removing that panel and updating your layout.

Posts 42
Doug Hiser | Forum Activity | Replied: Wed, Jan 6 2016 9:42 AM

I will remove this from all of my layouts.  If the resource is still in my library, it will naturally or perhaps already has been added back into my layouts.  I just thought things were broke because it lets me add the error pane to my layouts.  That just seems wrong, but if you say this is normal, then I will move on.  Thanks.

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