bug: logos will not start (again)

I am having the same issue that I reported back on 5/28.

I get a prompt that states, "An update is ready to install. Do you want to install in now? (Recommended.)" When I click yes, the program shuts down. Here is the log file from the last time I try to start L4.

Here is the log file: 7343.logos4setup.log

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Dave Hooton

Tom,

This is the same situation/error as before http://community.logos.com/forums/t/17666.aspx and that seems not to have been resolved. The current log also has an entry

Error ReadRegistryString Key 'Software\Logos4' value 'InstallDirectory' not found.

So:-

From what version were you updating and is that still working?
Do you have another non-beta installation and is that working?

Melissa Snyder

Tom,

Referring back to the previous thread, did you ever try deleting the 680 folder in UpdateManager\Installers? If you didn't, try deleting the folder (and/or 683), which will cause Logos 4 to remove the update from its database. It should then initiate another update and try again. If it fails again, there may be more information in the Logos4.log and Logos4Indexer.log files. Please attach those logs as well.

Thanks,
Melissa

tom

https://community.logos.com/discussion/comment/148818#Comment_148818

Thanks Melissa and Dave.

I did not delete the 680 directory because I was able to update at a later time. Both times I have had these issues happened after the indexer crashed while I was the system was installing an update.

I have delete the 680 and 683 folders, and I am still having the same issue. If I tell the popup not to install the updates and then type in update now - it states that "no updates available" and "no updates found."

Dave - I am still a L3 user until L4 fits my needs. Therefore, I do not have a non beta L4 on my computer, and I can still run 4.0d beta 3.

Melissa Snyder

https://community.logos.com/discussion/comment/149159#Comment_149159

I have delete the 680 and 683 folders, and I am still having the same issue. If I tell the popup not to install the updates and then type in update now - it states that "no updates available" and "no updates found."

I've provided this information to the developer working on this case.

tom

https://community.logos.com/discussion/comment/149306#Comment_149306

Thanks Melissa,

Like I said before, the root cause of this issue is the indexer crashing. When I update and the indexer does not crash - everything works. When I update and the indexer crashes - I get this issue.

Bryan Albert

https://community.logos.com/discussion/comment/149413#Comment_149413

Like I said before, the root cause of this issue is the indexer crashing. When I update and the indexer does not crash - everything works. When I update and the indexer crashes - I get this issue.

Tom,

First, a few questions to help figure out what's wrong and how to fix it:

Do you know why the installer is running elevated? Do you have Logos 4 set to "Run as administrator?" (You could check this by right-clicking the shortcut, choosing Properties, and clicking the Advanced button on the Shortcut tab.) This could actually cause problems with the Indexer's ability to access the downloaded files.
Can you tell me what files are in your C:\Users\Tom Collinge\AppData\Local\Logos4\Data\ldli2g1m.if0\UpdateManager\Installers\683\ folder? It seems that Logos4Prerequisites.msi and Logos4.msi are missing from that folder.
Do you have any details from when the Indexer crashes—a log file or crash report file? That would really help.

In order to figure out why the Indexer crashes and puts you in this perpetually-updating-but-never-finishing state, we need a log file generated by the indexer when it crashes. But first, we need to reset the update so that it will download the files again. Here is how to do these things:

Enable logging if it's not already enabled
Find the file C:\Users\Tom Collinge\AppData\Local\Logos4\Data\ldli2g1m.if0\UpdateManager\updates.db and delete it
Run Logos 4 and type Update Now into the Command Box; the Indexer should start up and start downloading
If the download succeeds and is ready to be installed, install it; we'll have to wait for next time to get the log file; otherwise:
Respond with the Logos4Indexer.log file and I'll check it out

If the download succeeds, you'll just have to run with this version until the next update, at which point we'll try to get the log file again. In this case, if you find that logging is slowing your computer down too much, you can disable it and enable it again before the next update: go to Tools > Program Settings and set "Automatically Download Updates" to No and disable logging. When the next update comes out, Logos 4 will alert you that there's an update ready to be downloaded. That's when you would should enable logging again—shut down Logos 4, enable logging, restart Logos 4, then click the alert message to begin the download.

Bryan

Bryan Albert

https://community.logos.com/discussion/comment/149523#Comment_149523

Tom—I forgot to mention—any log files you can find would be great, e.g. Logos4.log, Logos4Indexer.log, logos4setup.log, DigitalLibraryInstall.log and PrerequisitesInstall.log.

Thanks,

Bryan

tom

https://community.logos.com/discussion/comment/149523#Comment_149523

Do you know why the installer is running elevated? Do you have Logos 4 set to "Run as administrator?" (You could check this by right-clicking the shortcut, choosing Properties, and clicking the Advanced button on the Shortcut tab.) This could actually cause problems with the Indexer's ability to access the downloaded files

I do not know why the installer in running elevated. I do not have the 'run as administrator' set for the shortcut.

Can you tell me what files are in your C:\Users\Tom Collinge\AppData\Local\Logos4\Data\ldli2g1m.if0\UpdateManager\Installers\683\ folder? It seems that Logos4Prerequisites.msi and Logos4.msi are missing from that folder.

As per Melissa Snyder's request, I deleted the 680 and 683 directories.

Do you have any details from when the Indexer crashes—a log file or crash report file? That would really help.

I posted the log file for the indexer crashed here: http://community.logos.com/forums/t/19704.aspx

Enable logging if it's not already enabled
Find the file C:\Users\Tom Collinge\AppData\Local\Logos4\Data\ldli2g1m.if0\UpdateManager\updates.db and delete it
Run Logos 4 and type Update Now into the Command Box; the Indexer should start up and start downloading
If the download succeeds and is ready to be installed, install it; we'll have to wait for next time to get the log file; otherwise:
Respond with the Logos4Indexer.log file and I'll check it out

I did the above, and here are the log files that I now have:

logos 4 - 1351.Logos4.log

indexer - 1460.Logos4Indexer.log

crash - 0207.Logos4IndexerCrash.txt

Note: this crashed occurred when the program had downloaded 99% of the updates.

Bryan Albert

https://community.logos.com/discussion/comment/149652#Comment_149652

The error in the log file occurs at the end of the download process with an error message "The process cannot access the file because it is being used by another process." At the time of the error, the downloading process (Microsoft's BITS) is probably trying to rename the temporary file with the actual file name.

I did a little web searching and I wonder if you have a virus scanner or security program scanning the new file at the same time BITS is trying to rename it. This could lock the file for a moment, causing the sharing problem. For example, a number of people seem to have problems with Windows Update (which uses BITS for downloading files like we do) and a program called SpyBot Search and Destroy, specifically with its "teatimer" process, which actively scans processes looking for threats.

What OS do you have, and what virus scanner, malware, spyware, etc. programs do you have running? If you disable those, does it help?

tom

https://community.logos.com/discussion/comment/149900#Comment_149900

What OS do you have, and what virus scanner, malware, spyware, etc. programs do you have running?

OS - MS Vista (32 bit)

virus scanner, malware, spyware - Microsoft Security Essentials

Program that backups my data - Retrospect

Program that keeps my data files in sync with all of my computers - Windows Live Sync

As of right now, I do not have the time to turn these programs off to see if I can update L4. I will try to attempt this later next week when I come back from vacation.

tom

https://community.logos.com/discussion/comment/149900#Comment_149900

If you disable those, does it help?

I am back from my vacation and I was able to update L4 when I disabled Microsoft Security Essentials, Retrospect, and Windows Live Sync.

Bryan Albert

https://community.logos.com/discussion/comment/154845#Comment_154845

Tom, great news, thanks. The next time you update, could you try disabling just the Retrospect program before you install the update? It would be good to know which program is causing the problem, and my first guess would be that one...

Thanks,

Bryan

tom

https://community.logos.com/discussion/comment/155041#Comment_155041

Tom, great news, thanks. The next time you update, could you try disabling just the Retrospect program before you install the update? It would be good to know which program is causing the problem, and my first guess would be that one...

Thanks,

Bryan

will do

tom

https://community.logos.com/discussion/comment/155041#Comment_155041

Tom, great news, thanks. The next time you update, could you try disabling just the Retrospect program before you install the update? It would be good to know which program is causing the problem, and my first guess would be that one...

Thanks,

Bryan

It is not Retrospect. I will disable Windows Live Sync the next time I update L4.

tom

https://community.logos.com/discussion/comment/155041#Comment_155041

Tom, great news, thanks. The next time you update, could you try disabling just the Retrospect program before you install the update? It would be good to know which program is causing the problem, and my first guess would be that one...

Thanks,

Bryan

I disabled Windows Live Sync, and L4 updated without a problem

Rosie Perera

https://community.logos.com/discussion/comment/157335#Comment_157335

That is useful to know! Thanks all for your patience in getting to the bottom of this one.