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This post has 74 Replies | 3 Followers

Posts 27
Anthony Barrett | Forum Activity | Replied: Mon, Aug 18 2014 12:54 AM
Kelvin, the problem is to THEIR end. It have something to do with a Libronix certificate server issue (expired last year). Maybe they can fix it and reboot their Libronix server. But they are too lazy (or bad intention) to check this...
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MJ. Smith | Forum Activity | Replied: Mon, Aug 18 2014 2:12 AM

Anthony Barrett:
But they are too lazy (or bad intention) to check this...

I have found I am much more apt to get someone on Logos' end to go above and beyond the call of duty when I remain civil. Since the forums are for user to user problem solving, one is not justified in expecting Logos to jump in for an unsupported product - although they often do, for which I am grateful.

What I have found usually works:

  • be polite
  • be precise
  • document carefully
  • try each of their suggestions as far as you can take it and document its failure
  • keep refining your description of the problem as you test and interact
  • admit there is a limited amount of time they can spend on a problem they cannot replicate unless many people are reporting the same problem

Orthodox Bishop Hilarion Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."

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MJ. Smith | Forum Activity | Replied: Mon, Aug 18 2014 2:25 AM

Denise:
 I easily imagine smoke rising from the large Bellinghame fire, Libronix tied to a pole above the fire and squealing, the drums loudly pounding, the sounds of cheeta's and lions in the background, and the natives happily celebrating.

Denise your imagination has gotten the best of you ... probably some sort of libby-rot bacteria. This is the Pacific Northwest - no cheeta's or lions ...bobcats and cougars, wolfs and grizzlies and a Sasquatch or two. And this side of the mountains is filled with Nordic stoics. No drums but just maybe a gjallarhorn or neverlur ....

Orthodox Bishop Hilarion Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."

Posts 2332
Ronald Quick | Forum Activity | Replied: Mon, Aug 18 2014 4:11 AM

I was fortunate to acquire a libronix cd of MacArthur's Commentaries and even though I couldn't sync my licenses, Logos' servers were able to send me an unlock code and open up my commentaries in Libronix.

I called customer service, thinking they had to unlock it so I could download the commentaries for Logos 5, but since it was already unlocked for Libronix, the customer service rep didn't have to do anything on their end for me to get them in Logos 5.

By the way, the customer service rep stated they are aware of "not syncing" issue and are wanting to do something about it.  There was no timeframe, but I also don't think it's being ignored. 

I've never had anything but a positive experience with Logos' customer service.

Posts 10178
Denise | Forum Activity | Replied: Mon, Aug 18 2014 11:27 AM

MJ ... yes.  We just got back from San Diego (zoo) and Libby may well indeed have either caught a small virus (modern version) or received a vision (ancient version).


Posts 140
Mark Allison | Forum Activity | Replied: Fri, Aug 29 2014 9:47 AM

I'm having the same issue. I have an OLD copy of Word Biblical Commentary from Nelson that I want to run in Logos 5. I need to be able to sync the license from Libronix 3 in order to use it. However, I get a notice that I'm not connected to the internet whenever I try to sync my license.

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NB.Mick | Forum Activity | Replied: Fri, Aug 29 2014 9:51 AM

 

Mark Allison:

I have an OLD copy of Word Biblical Commentary from Nelson that I want to run in Logos 5.

if you still have the product key, you can try https://www.logos.com/redeem - otherwise I'd call Customer Service 

Running Logos 8 latest beta version on Win 10

Posts 140
Mark Allison | Forum Activity | Replied: Fri, Aug 29 2014 9:54 AM

I can't find my original disks :-(  I guess I'll call customer support.

Posts 9
Courtier J. Stephens | Forum Activity | Replied: Sat, Sep 6 2014 5:13 AM

When I requesst that, (since this particular computer I have is running Vista SP1 (not 2), would I get my resources from an older completed sync or what? 

I've gone thru many laptops, and my Logos 5 laptop is about to tank... while this working Vista can only support Libronix 3.0 - and as you know, Andriod is NOT always sufficient. 

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Dave Hooton | Forum Activity | Replied: Sat, Sep 6 2014 7:17 AM

Courtier J. Stephens:
When I requesst that, (since this particular computer I have is running Vista SP1 (not 2), would I get my resources from an older completed sync or what? 

Presuming you are responding to my March post about getting a licence file from Logos your reference to Vista SP1 is puzzling:-

  • if the licence file is for Libronix you will have to get the resources from a backup of yours, or download them from your account on logos.com
  • if you are thinking about Logos 4 or 5, your resources will be downloaded when you install the product (you need SP2 for L5), but Logos will take care of the licences if you make it clear what you want to do

Dave
===

Windows & Android

Posts 9
Courtier J. Stephens | Forum Activity | Replied: Sun, Sep 7 2014 5:07 AM

Thank you for your answers. 

Ok so LCS sent me my old activation codes and so on... (or whut not)

Now (I assume) I have to deal with this IE9 patch issue? Its not syncing/internet... while I'm typing I'm actively looking for the thread that has it. By the way, I put my last (Libronix) backup on a external HD, and guess what? That is not functioning correctly. Can o worms #1 

Just so you can sleep tonight, I do have L5 on another laptop, but this Vista SP1 (which is a work horse only, slower than molasses in December) is not installing Vista SP2 right now -- Can o worms #2

*sighs* So, I'm just trying to load at least some of L3 on this one so I have access to some of my old library. 

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Graham Criddle | Forum Activity | Replied: Sun, Sep 7 2014 5:17 AM

Courtier J. Stephens:
Now (I assume) I have to deal with this IE9 patch issue? Its not syncing/internet... while I'm typing I'm actively looking for the thread that has it

Details about the patch are available at http://community.logos.com/forums/t/30926.aspx 

Courtier J. Stephens:
*sighs* So, I'm just trying to load at least some of L3 on this one so I have access to some of my old library.

Have you tried accessing your resources at biblia.com instead? Not the same but might be easier.

Posts 2038
Unix | Forum Activity | Replied: Sun, Sep 7 2014 6:38 AM

Have You troubleshooted Windows Update errors? In case You didn't know You can do what from the Control Panel:

Courtier J. Stephens:
Just so you can sleep tonight, I do have L5 on another laptop, but this Vista SP1 (which is a work horse only, slower than molasses in December) is not installing Vista SP2 right now -- Can o worms #2

Aply!
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Posts 24946
Forum MVP
Dave Hooton | Forum Activity | Replied: Sun, Sep 7 2014 4:32 PM

Courtier J. Stephens:
Ok so LCS sent me my old activation codes and so on... (or whut not)

It's usually a file you double-click to update your licences via Libronix Update.

Dave
===

Windows & Android

Posts 22
Ricky Daugherty | Forum Activity | Replied: Tue, Oct 21 2014 9:52 PM

Please see this post

https://community.logos.com/forums/p/74721/641507.aspx#641507

explaining that Logos discontinued the Libronix Server that synced the licenses, and provides the License Sync method work around via eMail attachments with Logos Customer Service that did work for me.

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