CRASH: (BUG) L5 stops woring when starting Bible Facts...

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Brent Hoefling | Forum Activity | Posted: Wed, Jan 9 2013 4:16 PM

This is the error message:

Logos Bible Software 5 has stopped working
A problem caused the program to stop working correctly.
Windows will close the program and notify you if a solution is available.

I have an EP121 ASUS tablet PC running win8.  4gRam, 128G SSD.

This system has been working flawlessly.  The only change that I know of is that I received an update that updated 101 of my resources.  the index completed okay.  What other information can I provide?

 

 

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Dave Hooton | Forum Activity | Replied: Wed, Jan 9 2013 5:29 PM

Brent Hoefling:
What other information can I provide?

If you can reproduce it we'd like logs--> logos.log + crash/error logs (please upload as in wiki). Otherwise upload the crash/error logs you should have.

Dave
===

Windows PC, Android phone

Posts 246
Brent Hoefling | Forum Activity | Replied: Thu, Jan 10 2013 2:24 PM

Dave Hooton:

Brent Hoefling:
What other information can I provide?

If you can reproduce it we'd like logs--> logos.log + crash/error logs (please upload as in wiki). Otherwise upload the crash/error logs you should have.

da logs (attached)4657.l5-bdh.zip

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Dave Hooton | Forum Activity | Replied: Thu, Jan 10 2013 2:59 PM

That's looks like a MS system error and you should contact Logos Support to diagnose it.

Dave
===

Windows PC, Android phone

Posts 246
Brent Hoefling | Forum Activity | Replied: Thu, Jan 10 2013 5:13 PM

thanks.  I'll give them a call in the morning.

Posts 246
Brent Hoefling | Forum Activity | Replied: Wed, Jan 16 2013 9:12 AM

Follow up for anyone interested:

I called support at Logos.  as usual, they were great, and patient.  I had to call a second time, because the only time I can call is when I am at my secular job, and had to take another call for business stuff.

on my second call, they already had all the information from the fist call at hand (this is a rarity for tech support, in my experience), and the second support person I talked with, essentially picked right up where the first left off.  I didn't have to go through all the initial issues and troubleshooting again.

the second person was helpful as well and helped me with the error logs and understanding them.  the problem is that the issue was "pointing" to Microsoft, and not a Logos Issue.  He helped with rebuilding a couple things, and reinstalling Logos (without requiring me to re-download all the 40 or so gig of resources).  that was the last thing, and it took several hours for the system to rediscover the resources (not download, just discover/verify? them). 

since that was the last thing he could do, and it was taking a long time, there was no reason to keep him on the line.  total time on the phone with Logos = about 2 and a half hours.

Last night, the system came up!  so I tried to reproduce the error again.  and viola' - :( the crash happened again.  but the next time I rebooted, and relaunched L5, there was an app update.  loaded the update, restarted and just to be sure, I tried to replicate the issue again - still crashes.  bah.  after talking with the second tech, and his suggestion to talk with MS support or reinstall the OS, I took some of his advice.

I called a friend in MS tech support, and sure enough there were some .NET and other issues.  after rebuilding, and reinstalling several things, guess what? - yuuuuup, you guessed it.  L5 still crashed when clicking on bible facts in the menu...

Total time bugging my support friend = another 2 hours.  bah.

I was loath to reinstall the OS (Win8) again.  I had recently reimaged the system from Win7, when I got L5.  I didn't want any issues, so I reformatted, and installed win8 a month ago, and installed win8 pro64x from scratch (USB install).  Then installed my new portfolio L5 upgrade complete with a day and a half downloads and a 2 day indexing. - so, as you can imaging, I wasn't willing to do that again.  especially with MS and L5 - essentially - pointing fingers at each other.

I then began to pour though the logs and my local event logs as well.  I found that indeed there was some .net corruption issues - even after uninstall, reinstall, re adding latest security updates.  I did it again, and when it came back up the issues were back again.

At last resort, and since I was maybe going to have to reinstall everything from scratch, I decided to uninstall recently added apps (sorting in add/remove programs appropriately).  I was bound and determined at this point to find the culprit if possible.  I began a process of uninstalling an app, then reinstalling .net, after each reboot, the .net issue was still there, no errors, but it showed in event log when launching L5.

at the 6th app, I found it.  when I uninstalled the app, then reinstalled .net, it continued to work.  I then launched L5 and successfully opened Bible facts...  so, the culprit was an older version of Actual Tools Multiple Monitors.  I can't say that is an issue for everyone, but for my particular situation and circumstances removing that fixed my Logos issue.

hope this helps someone.

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Dave Hooton | Forum Activity | Replied: Wed, Jan 16 2013 1:17 PM

Brent Hoefling:
I then launched L5 and successfully opened Bible facts...  so, the culprit was an older version of Actual Tools Multiple Monitors. 

Thanks for the feedback Brent.

I hope you sent a report of this incident to their support forum --> "Simply the Best multi-monitor software crashes my Logos app when it launches a floating window".

Dave
===

Windows PC, Android phone

Posts 4264
LogosEmployee
Bradley Grainger (Logos) | Forum Activity | Replied: Thu, Jan 17 2013 8:07 AM

Brent Hoefling:

at the 6th app, I found it.  when I uninstalled the app, then reinstalled .net, it continued to work.  I then launched L5 and successfully opened Bible facts...  so, the culprit was an older version of Actual Tools Multiple Monitors.  I can't say that is an issue for everyone, but for my particular situation and circumstances removing that fixed my Logos issue.

Thanks for letting us know the cause; this will be helpful if someone else calls in or posts on the forum with the same problem.

Posts 2515
LogosEmployee
Tommy Ball | Forum Activity | Replied: Thu, Jan 17 2013 9:46 AM

Brent Hoefling:
so, the culprit was an older version of Actual Tools Multiple Monitors. 

 

Do you recall what version of the app you uninstalled?


Posts 246
Brent Hoefling | Forum Activity | Replied: Thu, Jan 17 2013 10:48 AM

Tommy Ball:

Brent Hoefling:
so, the culprit was an older version of Actual Tools Multiple Monitors. 

 

Do you recall what version of the app you uninstalled?

I do not exactly.  I believe it was 4.x, 4.22 comes to mind.

Posts 2515
LogosEmployee
Tommy Ball | Forum Activity | Replied: Thu, Jan 17 2013 10:48 AM

Brent Hoefling:
I believe it was 4.x, 4.22 comes to mind.

 

Good enough for me. Thanks!

 


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