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Posts 49
Eric S. Hatfield | Forum Activity | Posted: Sun, Nov 6 2011 10:11 PM

I am currently in China and am having problems downloading books for offline use.  I have downloaded files in the past for online use and never had a problem.  I have even been able to do it in China before.  But I have not been able to for the past week or so.  I did use Vyrso and was able to download one resource with it.  But it has problems as well.  I have a very fast Wifi connection.  I can download updates from Logos on my Mac without any problems.

BTW, I have a U.S. (AT&T) iPhone 4 and am on IOS 4.3.5.

Can someone help?

Eric

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JT (alabama24) | Forum Activity | Replied: Mon, Nov 7 2011 4:35 AM

Eric S. Hatfield:
having problems downloading books for offline use

How long have you had this problem? Logos was having troubles yesterday with their servers. Is there a particular resource you are having troubles with or is it all? Also, which version of the app are you using?

OSX & iOS | Logs |  Install

Posts 49
Eric S. Hatfield | Forum Activity | Replied: Mon, Nov 7 2011 5:33 AM

I'm having trouble with all resources.  I have been experiencing this problem for a few days now.  Since last Friday my time (probably Thursday evening PDT).

 

v. 1.8.2

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Forum MVP
JT (alabama24) | Forum Activity | Replied: Mon, Nov 7 2011 6:24 AM

Eric - I think that you should send a report to Logos. I don't have an iPhone and I don't have my iPad in front of me, so I will have to tell you by memory... hopefully you can figure it out!

On the bottom right you should see a "more" button. Once you click that, I believe that you will see "about" somewhere. Click on something that says (something like) "send support info." This will open an email to send to logos. You should do this after you have attempted to download a book unsuccessfully. 

OSX & iOS | Logs |  Install

Posts 49
Eric S. Hatfield | Forum Activity | Replied: Mon, Nov 7 2011 6:34 AM

I appreciate your help, but I did that and got a response giving me a link to the forums.  That's why I posted in the forums in the first place.  Below is the email:

Dear Eric,

Thank you for your email.

Please report the issue you are having on http://community.logos.com/forums/74.aspx as our developers and testers of the app can help you further.

Sincerely,

XXXX   XXXX, Logos Support Department
Phone hours are Monday-Friday 6 AM and 5 PM Pacific Standard Time. 
1-877-697-9497, ext. 2235 or 360-603-5566, ext. 2235
www.logos.com/support Online Support
www.logos.com/videos Online Training Videos
www.logos.com/4ways Upgrading to Logos 4

Posts 1880
Philana Crouch | Forum Activity | Replied: Mon, Nov 7 2011 6:39 AM

Eric S. Hatfield:

I am currently in China and am having problems downloading books for offline use.  I have downloaded files in the past for online use and never had a problem.  I have even been able to do it in China before.  But I have not been able to for the past week or so.  I did use Vyrso and was able to download one resource with it.  But it has problems as well.  I have a very fast Wifi connection.  I can download updates from Logos on my Mac without any problems.

BTW, I have a U.S. (AT&T) iPhone 4 and am on IOS 4.3.5.

Can someone help?

Eric

Are you using any local Internet services? Could Logos be being blocked at this point in time. I know the servers were down this weekend at Logos, but that was just on Sunday. You seem to be experiencing problems earlier. Also updating to iOS 5 might help as well. 

I see you can download updates for the Mac, but I think books for the mobile apps come from a different site. I would also recommend updating you iPhones OS.

Which version of Logos on the iPhone are you using? That might be helpful to know.

Bless

 

Posts 1880
Philana Crouch | Forum Activity | Replied: Mon, Nov 7 2011 6:44 AM

alabama24:

Eric - I think that you should send a report to Logos. I don't have an iPhone and I don't have my iPad in front of me, so I will have to tell you by memory... hopefully you can figure it out!

On the bottom right you should see a "more" button. Once you click that, I believe that you will see "about" somewhere. Click on something that says (something like) "send support info." This will open an email to send to logos. You should do this after you have attempted to download a book unsuccessfully. 

alabama24 - I noticed Eric is using an earlier version of iOS. Would the way the current app saves resources  in the cache because of iOS 5 be conflicting with the older iOS and how it saved for offline use? Would updating to iOS 5 be a possible solution? 

 

Posts 1432
Tonya J Ross | Forum Activity | Replied: Mon, Nov 7 2011 4:20 PM

Eric ~

I apologize for the seeming circular logic of being asked to post on the forum/emailing in your logs.  The issue is that iOS logs by themselves are not necessarily very useful without further information about what is the issue in question.  The support info link automatically e-mails your logs to the Customer Support inbox, so I've requested that they possibly clarify the response they send to e-mails which only include the logs and no further information.

In this case, if you would e-mail your logs to yourself rather than the default CS inbox and then post them on this thread, I'll get them over to the developers for investigation. 

Posts 49
Eric S. Hatfield | Forum Activity | Replied: Tue, Nov 8 2011 3:26 AM

I tried sending myself the log files, but I didn't get the attachment.  Any ideas?

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Forum MVP
JT (alabama24) | Forum Activity | Replied: Tue, Nov 8 2011 4:46 AM

Try it again. Change the email address, but DONT even touch the body of the email. You may have deleted the attachment by accident.

If that doesn't work, try using a secondary email address. Perhaps a spam catcher is deleting it.

OSX & iOS | Logs |  Install

Posts 49
Eric S. Hatfield | Forum Activity | Replied: Tue, Nov 8 2011 4:59 AM

I've done that with a couple different email addresses.  I tried sending with two different email accounts and tried receiving with the other email account.  One is yahoo and one is gmail.

Posts 27798
Forum MVP
JT (alabama24) | Forum Activity | Replied: Tue, Nov 8 2011 6:26 AM

do you get the email, but without an attachment? The file should be "info.zip", by the way.

OSX & iOS | Logs |  Install

Posts 49
Eric S. Hatfield | Forum Activity | Replied: Tue, Nov 8 2011 6:34 AM

Yes, I get the email...just no attachment.  I think the problem is actually sending attachments from the iphone.

 

Posts 1432
Tonya J Ross | Forum Activity | Replied: Tue, Nov 8 2011 9:03 AM

You can try e-mailing your logs to Logos4Feedback@logos.com instead.  I will let you know if/when they come through.

Posts 49
Eric S. Hatfield | Forum Activity | Replied: Thu, Nov 10 2011 1:55 PM

I took the time to upgrade to iOS5 and my problem seems to have vanished.  I have downloaded several books with no issues now.  Thanks for your help, everyone.

Eric

Posts 27798
Forum MVP
JT (alabama24) | Forum Activity | Replied: Thu, Nov 10 2011 2:24 PM

Glad it's working! Thanks for letting us know. Smile

OSX & iOS | Logs |  Install

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