Logos 8 crashes upon startup

Page 1 of 2 (26 items) 1 2 Next >
This post has 25 Replies | 2 Followers

Posts 12
ChangWan Choe | Forum Activity | Posted: Sat, Sep 14 2019 6:30 PM

The startup logo shows for a second then the app closes. I used the application last week but it does not startup anymore. I checked for crash log, but the crash does not produce a crashlog in the "Logos Log Files". I uninstalled the program then reinstalled. It produces the same crash. My computer was purchased last year and it's well maintained and updated (I am a computer tech.) Thank you!

Posts 27813
Forum MVP
JT (alabama24) | Forum Activity | Replied: Sat, Sep 14 2019 7:38 PM

What specific OS? Have you tried loading to a blank layout?

OSX & iOS | Logs |  Install

Posts 12
ChangWan Choe | Forum Activity | Replied: Sat, Sep 14 2019 7:41 PM

I am currently running WIndows 10 Home. It won't even go into a layout. Logos 8 startup logo appears then the process is killed immediately. I am not running any Antivirus program other than Defender. Thanks.

Posts 27813
Forum MVP
JT (alabama24) | Forum Activity | Replied: Sat, Sep 14 2019 7:53 PM

Opening to a blank layout bypasses opening to a layout! I believe on Windows you press and hold the control key immediately after trying to startup 

OSX & iOS | Logs |  Install

Posts 12
ChangWan Choe | Forum Activity | Replied: Sat, Sep 14 2019 7:59 PM

I tried that as well but with same result :( It's frustrating as I have been using Logos without any issues since Logos 6. I had no problem using it last time which was last Saturday.

Posts 27813
Forum MVP
JT (alabama24) | Forum Activity | Replied: Sat, Sep 14 2019 8:02 PM

Make sure logging is enabled and look for the logo.log file. See my signature line. 

OSX & iOS | Logs |  Install

Posts 12
ChangWan Choe | Forum Activity | Replied: Sat, Sep 14 2019 8:06 PM

This is the full log. In the Faithlife\Logs\Logos

2019-09-14 22:04:57.7069 1 Info OurApp Starting application (8.7 SR-2, version 8.7.0.0042 x64 on Microsoft Windows NT 10.0.18362.0, .NET 4.0.30319.42000) at 0.309 seconds.
2019-09-14 22:04:57.7119 1 Info LogosApplication Checking application compatibility mode for 'Logos.exe'.
2019-09-14 22:04:57.7159 1 Info OurApp Reading previous log took 2ms.
2019-09-14 22:04:57.7667 1 Info OurApp WPF rendering tier 2; targeting 20 FPS.
2019-09-14 22:04:57.7777 1 Info OurApp Auto-detected UI language: en-US
2019-09-14 22:04:57.7887 1 Info OurApp Culture.Current.LanguageName: en-US
2019-09-14 22:04:57.7927 1 Info OurApp Loading application XAML.
2019-09-14 22:04:58.2425 1 Info OurApp Running application.
2019-09-14 22:04:58.2744 1 Info OurApp Creating AppModel.
2019-09-14 22:04:58.2933 1 Info UserManager Opening UserManager in C:\Users\******\AppData\Local\Logos\Users.
2019-09-14 22:04:58.3033 1 Info LocalFileDatabase Found existing database at C:\Users\*******\AppData\Local\Logos\Users\UserManager.db
2019-09-14 22:04:58.3562 1 Info LDLS4.AppModel Running AppModel.
2019-09-14 22:04:58.4010 5 Info StartupUtility (Timed) Startup step: GetOnlineConfiguration
2019-09-14 22:04:58.4060 5 Info StartupUtility (0ms) Startup step: GetOnlineConfiguration
2019-09-14 22:04:58.4110 5 Info StartupManager Has valid credentials = False
2019-09-14 22:04:58.4140 5 Info StartupManager Should work online = True
2019-09-14 22:04:58.4220 5 Info StartupUtility (Timed) Startup step: SetProxy
2019-09-14 22:04:58.4320 5 Info StartupManager System web proxy: None
2019-09-14 22:04:58.4359 5 Info StartupManager Logos 4 web proxy: None
2019-09-14 22:04:58.4409 5 Info StartupUtility (16ms) Startup step: SetProxy
2019-09-14 22:04:58.4499 5 Info StartupUtility (Timed) Startup step: LogIn
2019-09-14 22:04:58.4539 5 Info StartupUtility (Timed) Startup step: GetCredentialsAsync
2019-09-14 22:04:58.4639 1 Info StartupViewModel Adding status 'LogInPrompt'.
2019-09-14 22:04:58.4758 1 Info StartupViewModel Primary status set to 'LogInPrompt'.

Posts 27813
Forum MVP
JT (alabama24) | Forum Activity | Replied: Sat, Sep 14 2019 8:08 PM

That isn’t the logos.log file. 

OSX & iOS | Logs |  Install

Posts 12
ChangWan Choe | Forum Activity | Replied: Sat, Sep 14 2019 8:18 PM

I just checked the following:

"Documents\Logos Log Files" folder is empty.

"AppData\local\Faithlife\Logs\Logos" has Logos.log which I just copy & pasted.

Posts 27813
Forum MVP
JT (alabama24) | Forum Activity | Replied: Sat, Sep 14 2019 8:24 PM

I am not a full fledged techie, but it appears that your credentials are incorrect. Have you changed those recently? 

OSX & iOS | Logs |  Install

Posts 12
ChangWan Choe | Forum Activity | Replied: Sat, Sep 14 2019 8:28 PM

AFAIK nothing had changed on the computer since last Saturday other than the recent Windows 10 patch and video card driver update. I could try to uninstall the last Windows patch. My other programs seem to be running normally except Logos 8. :(

Posts 12
ChangWan Choe | Forum Activity | Replied: Sat, Sep 14 2019 8:43 PM

Appreciate your help JT! Fortunately, I am able to pull my resources through bible.faithlife.com and finish prepping my lesson for tomorrow. Hopefully, my issue will be resolved soon one way or another. I am really stumped that Logos 8 is crashing without logging the error or the cause.

Posts 25105
Forum MVP
Dave Hooton | Forum Activity | Replied: Sun, Sep 15 2019 12:50 AM

ChangWan Choe:
AFAIK nothing had changed on the computer since last Saturday other than the recent Windows 10 patch and video card driver update. I could try to uninstall the last Windows patch. My other programs seem to be running normally except Logos 8. :(

Try to repair Logos Programs and Features in Windows Control Panel (right-click the program name and choose Repair).

Please provide a zipped version of your log files folder as per instructions in https://wiki.logos.com/Diagnostic_Logging

Dave
===

Windows 10 & Android 8

Posts 12
ChangWan Choe | Forum Activity | Replied: Sun, Sep 15 2019 6:31 AM

Hi Dave, I already tried repairing the installation and it didn't fix the issue for me. Here is the log files folder zipped after enabling logging.

2072.Logos.zip

Posts 12
ChangWan Choe | Forum Activity | Replied: Sun, Sep 15 2019 6:58 AM

Here is something interesting that I found when I checked the Windows Event Viewer.

Log Name: Application

Source: Application Error
Date: 9/15/2019 8:27:34 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: *****-DESKTOP
Description:
Faulting application name: Logos.exe, version: 8.7.0.42, time stamp: 0x5d5ccf3d
Faulting module name: d3d9.dll, version: 10.0.18362.329, time stamp: 0x1ac9a115
Exception code: 0xc0000005
Fault offset: 0x00000000000ac44e
Faulting process id: 0xeb8
Faulting application start time: 0x01d56bc953016cba
Faulting application path: C:\Users\zephr\AppData\Local\Logos\System\Logos.exe
Faulting module path: C:\WINDOWS\SYSTEM32\d3d9.dll
Report Id: cffe9356-c364-4e55-b7d7-9b7c4b17c908
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2019-09-15T13:27:34.548759100Z" />
<EventRecordID>9201</EventRecordID>
<Channel>Application</Channel>
<Computer>*****-DESKTOP</Computer>
<Security />
</System>
<EventData>
<Data>Logos.exe</Data>
<Data>8.7.0.42</Data>
<Data>5d5ccf3d</Data>
<Data>d3d9.dll</Data>
<Data>10.0.18362.329</Data>
<Data>1ac9a115</Data>
<Data>c0000005</Data>
<Data>00000000000ac44e</Data>
<Data>eb8</Data>
<Data>01d56bc953016cba</Data>
<Data>C:\Users\zephr\AppData\Local\Logos\System\Logos.exe</Data>
<Data>C:\WINDOWS\SYSTEM32\d3d9.dll</Data>
<Data>cffe9356-c364-4e55-b7d7-9b7c4b17c908</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

Posts 12
ChangWan Choe | Forum Activity | Replied: Sun, Sep 15 2019 7:33 AM

ISSUE SOLVED:

The latest update to Windows 10 was causing the crash. When I uninstalled the update, Logos 8 launched normally.

The culprit was:

2019-09 Cumulative Update for Windows 10 Version 1903 for x64-based Systems (KB4515384)

Posts 25105
Forum MVP
Dave Hooton | Forum Activity | Replied: Sun, Sep 15 2019 10:43 AM

ChangWan Choe:

The culprit was:

2019-09 Cumulative Update for Windows 10 Version 1903 for x64-based Systems (KB4515384)

It hasn't caused a problem with v8.8 beta 3. I'll try on 8.7 in the morning.

Dave
===

Windows 10 & Android 8

Posts 12
ChangWan Choe | Forum Activity | Replied: Sun, Sep 15 2019 3:41 PM

Dave Hooton:

ChangWan Choe:

The culprit was:

2019-09 Cumulative Update for Windows 10 Version 1903 for x64-based Systems (KB4515384)

It hasn't caused a problem with v8.8 beta 3. I'll try on 8.7 in the morning.

To be sure I installed the KB4515384 update again and Logos 8 began crashing again. Windows 10 update has broken something at least on my end. For now, I am uninstalling the update.

Are beta releases available for all users?

Posts 8084
LogosEmployee

ChangWan Choe:

ISSUE SOLVED:

The latest update to Windows 10 was causing the crash. When I uninstalled the update, Logos 8 launched normally.

The culprit was:

2019-09 Cumulative Update for Windows 10 Version 1903 for x64-based Systems (KB4515384)

There are no known conflicts between this update and Logos 8. (I have it installed without problems.)

Are you using a non-U.S.-English version of Windows 10? Perhaps that makes a difference?

Posts 8084
LogosEmployee

ChangWan Choe:
Are beta releases available for all users?

Yes; see download links here: https://community.logos.com/forums/t/184904.aspx

Normally we recommend only installing on a dedicated testing machine in case the beta that contains bugs that disrupt your workflow. (It is not possible to downgrade from a beta to the stable version without completely uninstalling the program.)

There are also no specific changes in 8.8 to improve compatibility with the latest updates for Windows 10, so it's very unlikely that updating to Logos 8.8 Beta will improve things.

I'm seeing a number of articles about crashes with that Windows 10 update, so it may be best to keep it uninstalled for now.

Page 1 of 2 (26 items) 1 2 Next > | RSS