Logos 5 Service Release 3 update keeps failing

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This post has 12 Replies | 2 Followers

Posts 2
Daniel Inghram | Forum Activity | Posted: Wed, Aug 7 2013 9:03 AM

I have tried to download the latest update and it has failed three times. I have rebooted my computer and the update failed again. So I now have said "no" to the update so I can used my Logos 5.

What's the problem?

Posts 596
LaRosa Johnson | Forum Activity | Replied: Wed, Aug 7 2013 9:16 AM

Make sure you are running it with administrator privileges & that should work.

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Mark Barnes | Forum Activity | Replied: Wed, Aug 7 2013 9:30 AM

I'd be cautious about running L5 with admin privileges to do an update. Once you do that, you will always have to do it in the future. It's better to find the problem and fix it. Besides, the issue could be something else.

To try and find out what the problem is, turn on permanent logging, and run the install again. Then look in your documents folder for a folder called Logos Log Files. Then upload all of the following that you can find: DigitalLibraryInstall.loglogossetup.logPrerequisitesInstall.log. Those logs should help us work out the problem and suggest a fix.

Posts 1049
William Gabriel | Forum Activity | Replied: Wed, Aug 7 2013 9:38 AM

That happened to me on the Mac (though Windows updated just fine).

I had to download the binary directly (as detailed in the first post here: http://community.logos.com/forums/t/73642.aspx) and I was able to install/update that way.

Posts 227
LogosEmployee
Mike | Forum Activity | Replied: Wed, Aug 7 2013 9:50 AM

Hey guys,

I apologize for the trouble. We use the Windows Installer to install on Windows computers, and it can be prone to a few quirks and problems on occasion. This article should help navigate them: http://www.logos.com/support/logos5/windows/install-issues

Mac occasionally has a few quirks of it's own, but most can be resolved by deleting the app and downloading a fresh copy from www.logos.com/install.

I hope this helps. If you have further trouble, please give Support a call and we'll get it straightened out for you.

Mike

Faithlife Tech Support
Win Logs|Mac Logs|Training

Posts 99
Bruce Fraser | Forum Activity | Replied: Thu, Aug 15 2013 7:14 AM

I'm having the same problem. I kept getting the "update available" message for version 5.1.0.0963, which failed every time, also causing the program to not run. Logos would run fine if I declined the update.


So I followed the instructions in that support page, manually downloaded the installer, and everything was back to normal... Until now, when I'm advised of the next update, version 5.1.0.0979. It's the same thing all over again.

I suppose I could keep downloading the Setup file every time. But that's a poor solution. I'd rather simply have Logos working properly.

Posts 99
Bruce Fraser | Forum Activity | Replied: Thu, Aug 15 2013 7:19 AM

Update:

Looking over this thread, I went back and tried LaRosa's suggestion of running as Admin. It required two starts, but it appears to have worked. I'll see what happens with the next update.

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JT (alabama24) | Forum Activity | Replied: Thu, Aug 15 2013 8:54 AM

Bruce Fraser:
Looking over this thread, I went back and tried LaRosa's suggestion of running as Admin. It required two starts, but it appears to have worked. I'll see what happens with the next update.

If that is the issue, then the problem is with your OS & settings rather than the Logos installer.

OSX & iOS | Logs |  Install

Posts 2
MasterHarp | Forum Activity | Replied: Thu, Aug 15 2013 2:06 PM

I chased this similar issue a while ago.  Worked with Logos support and was told to use "Run as Admin" option to install.  It was determined the userid I was using was full Admin.  Since then I have run into this issue with other software on my machine.  Still no idea with the "real" problem is.  Some software will install without issue while others require Run as Admin. 

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JT (alabama24) | Forum Activity | Replied: Thu, Aug 15 2013 3:17 PM

Welcome to the forums MasterHarp. Smile

MasterHarp:
I have run into this issue with other software on my machine.  Still no idea with the "real" problem is.  Some software will install without issue while others require Run as Admin. 

When I was a windows user (many millennia ago), I would wipe the computer clean every 12-16 months and perform a fresh install of the OS. If it were my computer, and I were experiencing those symptoms, I would look to try that at my earliest convenience. If you try it, make sure to back up EVERYTHING! Also, make sure you have all the install codes you might need for software.

OSX & iOS | Logs |  Install

Posts 227
LogosEmployee
Mike | Forum Activity | Replied: Tue, Aug 20 2013 12:35 PM

alabama24:

Bruce Fraser:
Looking over this thread, I went back and tried LaRosa's suggestion of running as Admin. It required two starts, but it appears to have worked. I'll see what happens with the next update.

If that is the issue, then the problem is with your OS & settings rather than the Logos installer.

Alabama is right. Sorry this is a little late, Bruce. You may want to follow the instructions in this article: http://www.logos.com/support/logos5/windows/error-writing-to-file

Something must have changed in your OS account permissions. I'm assuming you are in Windows, where this is more common. If you're using a Mac, I would use the Repair Permissions option in Disk Utility.

Mike

Faithlife Tech Support
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Posts 2
Daniel Inghram | Forum Activity | Replied: Tue, Aug 20 2013 1:33 PM

Okay, gang, after starting this blog several weeks ago because of problems I was having with the update, I read and followed the first article sent by Mike (Tech Support). I had initial success, but within a day or so my Logos 5 simply would not open. The article said, "if this doesn't work call". I called Tech Support and a gent worked with me for about 30 minutes. He could not solve the problem and passed me up to the next level of tech support. A second level tech took control of the computer and diagnosed the problem as a failure of my original download of Logos 5 to properly merge with my Logos 4. She saved my settings from Logos 5 to my desktop, uninstalled my Logos 5, reinstalled Logos 5, reapplied my settings to Logos 5 and it seems to be working. I do NOT know if you all have the same problem, but I could not fix it with work arounds. I still have a blue and yellow shield on the lower right hand side of my Logos 5 icon, but the program is working. Mike I do not know if this indicates a continuing problem, but this is where I am now.

Posts 227
LogosEmployee
Mike | Forum Activity | Replied: Fri, Aug 23 2013 9:36 AM

Thanks for the update Daniel. I'm glad we got it working. Let us know if you have any other trouble with it.

Mike

Faithlife Tech Support
Win Logs|Mac Logs|Training

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