Level of Frustration Very High---Lack of Tech Support even after spending enormous sums on it

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Posts 205
Kendall Sholtess | Forum Activity | Posted: Tue, Nov 10 2020 6:29 AM

  Logos 9 keeps crashing within a minute of loading up. I did several completely clean installs (I literally trashed every Logos file I could find, deleted registry entries, etc.) with no effect.

  So I used Faithlife's tech support several days ago. It was great, the agent was Chris, and he was polite and even tried to fix the issue himself. In the end, we felt the issue was resolved so we closed the chat. I only found out in 20 minutes that my problem was not resolved. This happened before Sunday in America, so that means I had to wait 2 full days to try to contact tech support again. I live in China, so I have to wait until 10 pm to get any tech support (that is 6 am Bellingham time). So I waited until Monday night only to get in touch with a rude person who told me to wait my turn on a list.

  I was contacted by someone one day later by email who told me to do all of the steps outlined on the Faithlife website for troubleshooting, which of course I had done already many times, otherwise I would not contact tech support.

  Now here I am on Tuesday night, and the chatbox says no agents are available. That's 5 days to fix an issue. And the uncaring attitude of the particular tech support person really lowered my opinion of the product I paid for. I hope someone will resolve my issue soon. I need Logos to do my homework. (And the web app is not a sufficient substitute).

Sincerely,

Long time customer

Posts 24232
Forum MVP
Graham Criddle | Forum Activity | Replied: Tue, Nov 10 2020 6:38 AM

Hi Kendall

Sorry to hear of your experience.

If you would like us to help with this, please ensure diagnostic logging is enabled and upload logs after a crash

Details are at https://wiki.logos.com/Diagnostic_Logging 

Graham

Posts 205
Kendall Sholtess | Forum Activity | Replied: Tue, Nov 10 2020 6:56 AM

Hi Graham. Thanks for your answer! I've sent them several logs already. So far, no response. The only time I got a response was several days ago.

I don't think this low level of support is acceptable for this mature of a company. Do they need to hire more people? I don't know what they need to do but I hope I don't have to wait another 5 days. I will be very disappointed. You've seen me here before. I am a long time user of Faithlife products. It's over twenty grand of products that I have bought but I can't do with them what I want because the engine keeps crashing. 

Posts 10810
Forum MVP
Jack Caviness | Forum Activity | Replied: Tue, Nov 10 2020 7:17 AM

Kendall: Sorry you are having difficulties. What Graham requested was that you upload logs to this forum thread where some very savvy volunteers can seek to solve your problem. Regular tech support is very overwhelmed right now. The fellows with the gold stars are volunteers who have proven helpful in the past.

Well, I guess the star is not gold—more like white on a burnt orange background Stick out tongue Must have had delusions of grandeur

Posts 1862
Forum MVP
Levi Durfey | Forum Activity | Replied: Tue, Nov 10 2020 7:20 AM

Kendall Sholtess:
I've sent them several logs already. So far, no response

Go ahead and post your logs to this thread (using the paperclip icon in the forum post editor). There are several techy forum people who might be able to help you.

Posts 205
Kendall Sholtess | Forum Activity | Replied: Tue, Nov 10 2020 7:43 AM

Jack Caviness:

Kendall: Sorry you are having difficulties. What Graham requested was that you upload logs to this forum thread where some very savvy volunteers can seek to solve your problem. Regular tech support is very overwhelmed right now. The fellows with the gold stars are volunteers who have proven helpful in the past.

Well, I guess the star is not gold—more like white on a burnt orange background Stick out tongue Must have had delusions of grandeur

Oh thanks Jack! Yeah I will attempt to attach one here3617.Logs.zip

Posts 205
Kendall Sholtess | Forum Activity | Replied: Tue, Nov 10 2020 7:44 AM

You got it Levi! Thanks

Posts 10810
Forum MVP
Jack Caviness | Forum Activity | Replied: Tue, Nov 10 2020 7:56 AM

Kendall Sholtess:

I reposted the link to make it more prominent because this error will require help from someone with more expertise than I have, and that will include most of the other MVPs

Posts 11496
Forum MVP
NB.Mick | Forum Activity | Replied: Tue, Nov 10 2020 8:03 AM

Kendall Sholtess:
I will attempt to attach one her

I think the issue might be the following: 

2020-11-10 23:41:07.2046 ERROR 35 DocumentManager | Could not load document: Kind=ReadingPlan, ID=Document:ReadingPlan:488aa4bb776e418f9fd90ff045f9d14b, Title=Kingdom Bible Reading Plan

It seems that you load Logos to a layout that includes this Reading Plan, which somehow is broken. Maybe loading to a blank layout (start Logos with Ctrl pressed should afaik do so) will suffice?

Maybe you can delete that plan in documents.logos.com?

Running Logos 9 latest (beta) version on Win 10

Posts 16
LogosEmployee
Curt McCorkle | Forum Activity | Replied: Tue, Nov 10 2020 4:43 PM

Just FYI, there are now tech folks within the company who are working on this.

Sorry for the difficulties, & thanks for the help.

Posts 205
Kendall Sholtess | Forum Activity | Replied: Tue, Nov 10 2020 5:49 PM

NB.Mick:

Kendall Sholtess:
I will attempt to attach one her

I think the issue might be the following: 

2020-11-10 23:41:07.2046 ERROR 35 DocumentManager | Could not load document: Kind=ReadingPlan, ID=Document:ReadingPlan:488aa4bb776e418f9fd90ff045f9d14b, Title=Kingdom Bible Reading Plan

It seems that you load Logos to a layout that includes this Reading Plan, which somehow is broken. Maybe loading to a blank layout (start Logos with Ctrl pressed should afaik do so) will suffice?

Maybe you can delete that plan in documents.logos.com?

They contacted me back and said basically the same thing. Unfortunately, deleting the plan did not work. As it is, this is going to take a while because the chat seems to never have any agents available. I have to wait two days for an answer that would be given in one day if I lived in the US. I hope they will have chat again. My first experience with that was great.

Posts 2522
LogosEmployee

Kendall Sholtess:
Unfortunately, deleting the plan did not work.

Can you upload new log files? There may be multiple problems going on.

Posts 290
MWW | Forum Activity | Replied: Tue, Nov 10 2020 6:34 PM

NB.Mick:

I think the issue might be the following: 

2020-11-10 23:41:07.2046 ERROR 35 DocumentManager | Could not load document: Kind=ReadingPlan, ID=Document:ReadingPlan:488aa4bb776e418f9fd90ff045f9d14b, Title=Kingdom Bible Reading Plan

It seems that you load Logos to a layout that includes this Reading Plan, which somehow is broken.

Interesting, because I was reading the Kingdom Reading Plan this year and I noticed that it had me reading things over that I had already read before... like the Book of Isaiah. I had a funny feeling that something wasn't quite right. I stopped reading it but I wonder if there was some kind of glitch or file corruption related to that plan? 

Posts 2448
Ronald Quick | Forum Activity | Replied: Tue, Nov 10 2020 6:49 PM

NB.Mick:
Maybe loading to a blank layout (start Logos with Ctrl pressed should afaik do so) will suffice?

Did you have a chance to try loading Logos in a blank layout?

Posts 205
Kendall Sholtess | Forum Activity | Replied: Tue, Nov 10 2020 7:23 PM

 I may have fixed it. We'll just have to wait and see. What I did was get rid of the Kingdom reading plan, then I went and renamed the documents folder to .old and re-downloaded my documents. That is currently in progress. When that finished and I get a stable experience, I will come back and tell you guys.

Posts 2122
Mark | Forum Activity | Replied: Tue, Nov 10 2020 8:19 PM

I am not an expert, but I can offer a suggestion for the future if this would not help now, and that would be to copy all important files onto an external harddrive and then reformat your computer.  This would erase your computer and reinstall windows.  I try to do this once or twice a year.  If you are brave enough to do it, you just want to triple check that all important files, contacts, etc are copied, and any program you needed to register is unregistered before starting the process. If you dont like this suggestion or if you find it unhelpful, then just ignore it.

Posts 205
Kendall Sholtess | Forum Activity | Replied: Wed, Nov 11 2020 12:12 AM

The above steps resolved my problem. Logos 9 is now humming along charmingly.

Thanks everyone for your help and suggestions! I think I will come here first in the future, rather than relying on the slower tech support system that is probably overloaded.

Posts 5153
Forum MVP
Mike Binks | Forum Activity | Replied: Wed, Nov 11 2020 12:28 AM

Kendall Sholtess:

The above steps resolved my problem. Logos 9 is now humming along charmingly.

Thanks everyone for your help and suggestions! I think I will come here first in the future, rather than relying on the slower tech support system that is probably overloaded.

You will be very welcome Kendall, indeed as you work out things that cause niggles you may well be able to ease other's paths along the bible study road.

In these forums we don't think that 'too many cooks spoil the broth'. However, just sometimes one needs to have a slightly thicker skin than usual. Writing stuff down in a hurry can make one seem a little graciousnessless.

tootle pip

Mike

How to get logs and post them. (now tagging post-apocalyptic fiction as current affairs)

Posts 10810
Forum MVP
Jack Caviness | Forum Activity | Replied: Wed, Nov 11 2020 3:29 AM

Kendall, we are all pleased to provide some small assistance in solving your problem. Come back anytime.

Mike Binks:
graciousnessless.

My vocabulary expands. Even Google did not know this word! Stick out tongue

Posts 5153
Forum MVP
Mike Binks | Forum Activity | Replied: Wed, Nov 11 2020 6:32 AM

Devil

tootle pip

Mike

How to get logs and post them. (now tagging post-apocalyptic fiction as current affairs)

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