Logos hangs

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This post has 20 Replies | 4 Followers

Posts 494
Armin | Forum Activity | Posted: Wed, Dec 21 2016 10:04 AM

Can any of the experts out there help me figure out why Logos hangs during startup? Here are samples and logs:

8508.LogosLogs.eberlein.20161221-220031.zip

7608.LogosLogs.eberlein.20161221-220037.zip

Many thanks.

Armin

PS: I use the latest version Logos 7 and the latest version of MacOS.

Posts 21789
Forum MVP
Dave Hooton | Forum Activity | Replied: Wed, Dec 21 2016 2:14 PM

Not sure this is the isssue - "Skipped opening 1 non-SRA resource in series (with LLS:LOOKBOOKLAB): LLS:LOOKBOOKLABVID", but do you have problems if your layout does not include LLS:LOOKBOOKLAB (paste this id. into the Command box to get its title).?

If it hangs again post another set of logs.

Dave
===

Windows & Android

Posts 161
David J. Wilson | Forum Activity | Replied: Wed, Dec 21 2016 4:54 PM

Piper, J. (2014–2015). Look at the Book Labs. Minneapolis, MN: Desiring God.

Piper, J. (2015). Look at the Book Labs (Video). Minneapolis, MN: Desiring God.

Posts 494
Armin | Forum Activity | Replied: Wed, Dec 21 2016 7:28 PM

Many thanks for your input. 

I followed all steps described here:

https://www.logos.com/support/logos6/mac/crash

I then was able to start with a blank layout and was able to load both resources. I even was able to load the saved layout that I wanted. So all appears to work - nearly.

RIght now, the problem is as follows: If I want to start up Logos normally with the layout that I had just loaded, it starts but then hangs. Here is what I can see:

- The Reading List "Web Resources - Full List" does not load even though it loaded when I had started up with a blank screen and then loaded the layout.

- The synchronization wheel spins continuously.

- If I click on the Library icon, it states: "Updating Library Catalogue. List may be incomplete." This appears even though this message was not displayed when I started Logos with blank layout.

After waiting for a while, the reading list displays: "No Internet Connection". However, I do have an internet connection.

In short: I can run Logos if I first start with a blank layout and then manually load the layout. However, I cannot run Logos if I directly load the layout during startup.

Here is again a log and sample:

0513.LogosLogs.eberlein.20161222-072426.zip

4401.LogosLogs.eberlein.20161222-072432.zip

Posts 494
Armin | Forum Activity | Replied: Wed, Dec 21 2016 7:34 PM

Some more information:

- If I try to close the tab with the reading list (since this appears to be one of the problems), the tab does not close but I get the Mac spinning beach ball.

- I cannot close Logos any more. I have to force quit the app.

Posts 494
Armin | Forum Activity | Replied: Thu, Dec 22 2016 7:18 PM

Dear all,

Does anybody have a suggestion how to fix this? The constant hanging of Logos is annoying.

Thanks.

Armin

Posts 494
Armin | Forum Activity | Replied: Mon, Dec 26 2016 5:17 PM

Logos just keeps hanging during startup. Here is a sample:

6888.LogosLogs.eberlein.20161227-051441.zip

Does anybody have any suggestions?

Armin

Posts 876
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Tue, Dec 27 2016 11:55 AM

Armin:

Does anybody have any suggestions?

Armin,

I would recommend contacting Customer Service they can help troubleshoot this problem.

Posts 494
Armin | Forum Activity | Replied: Tue, Dec 27 2016 8:31 PM

Philana R. Crouch:

I would recommend contacting Customer Service they can help troubleshoot this problem.

Hi Philana,

I contacted them a week ago. I guess with Christmas, things got delayed. But I hope to hear from them soon. Or maybe you can remind them.

Armin

Posts 494
Armin | Forum Activity | Replied: Sun, Jan 1 2017 8:05 AM

Here is an update:

I spent an hour with support. We deleted the documents folder and let it re-download it. This folder is now significantly smaller and has fewer items. We ended the support call when the documents started downloading again.

However, the issue is still not resolved. Here are two common scenarios:

Scenario 1: No hanging: I use the command key to start Logos with blank screen. The program starts, the sync wheel does a few circles, and all is ok. I then load a saved layout that is relatively simple. It all works. I can shutdown Logos and it closes properly.

 Scenario 2: Logos Hangs: I start Logos with loading immediately into the layout which worked in Scenario 1. The layout comes up and displays, however, the sync wheel never stops spinning. When I click on the Library icon, the library content gets displayed but I get the yellow message: "Updating library catalog. List may be incomplete." This message never disappears. When I try to close Logos, the main window closes but the "Synchronizing" window never goes away. If I click "Exit Now", I get the beach ball. The only way to stop the program is by force quitting it.

Both scenarios are identical, except that scenario 2 combines the steps of starting up and loading the layout.

Posts 25
LogosEmployee
Matt Preucil | Forum Activity | Replied: Mon, Jan 9 2017 11:26 AM

Armin,

Sorry to hear you're having these issues. I'm trying to process all the data you've supplied, and I have a few followup questions.

It sounds like you might be running into multiple issues, so I'd like to understand each issue individually, and relative to the logs and samples you've submitted in the above posts.

1. When starting up to a problematic layout, the software hangs.

  • Looking at some logs, it looks like your layout takes ~15 seconds to load, meanwhile, the application probably isn't looking like it's doing anything. However, during this time, is the app beach balling? Were the samples you provided taken during this time?

    The layout I see loading seems to include a number of resource panels with a lot of visual filters enabled, this could be what's taking time while the UI seems unresponsive. Disabling some of these filters might speed up the layout load process, though I wouldn't expect differing behavior between starting directly to the layout versus opening it after starting to a blank layout.

2. Sync wheel doesn't stop spinning.

  • This sounds like a (separate) sync issue, but I wasn't seeing any sync errors in the logs you provided earlier. Also, the zip files included contained a number of old logs. Do you mind re-submitting logs that include a program run while exhibiting this endless sync?

3. Library is incomplete

  • This sounds like an indexing issue, but the indexer logs indicate that indexing completed successfully. A few things that might help diagnose this are: Does this problem ever get resolved? How long does it last? Does it occur every time you open this layout, or all the time no matter what?

4. Sync window never goes away and beach balls when "exiting now"

  • Seems like it might be related to the sync issue mentioned above, but, the beach ball hang is likely indicative of a bug in the software, collecting a sample during this hang could be useful, if this sample was not already provided.

Hopefully we can get to the bottom of all this! Thank you for your time.

- Matt

Posts 494
Armin | Forum Activity | Replied: Thu, Jan 12 2017 7:00 PM

Thank you, Matt for your reply, and apologies for the delay. Things are crazy at work.

Matt Preucil:

1. When starting up to a problematic layout, the software hangs.

  • Looking at some logs, it looks like your layout takes ~15 seconds to load, meanwhile, the application probably isn't looking like it's doing anything. However, during this time, is the app beach balling? Were the samples you provided taken during this time?

    The layout I see loading seems to include a number of resource panels with a lot of visual filters enabled, this could be what's taking time while the UI seems unresponsive. Disabling some of these filters might speed up the layout load process, though I wouldn't expect differing behavior between starting directly to the layout versus opening it after starting to a blank layout.

This is what normally happens: When the software hangs during startup into a layout, it does not matter how long I wait. The software does not recover. I also agree that the visual filters are likely not the issue as it does not occur when opening a problematic layout after starting Logos to a blank layout.

However, when I just tried it out, the following slightly different happened. After a start into a layout, the beachball appeared (this typically does not happen during startup). After 2-3 min, the beachball disappeared and the layout loaded. The attached sample was taken during the time when the sync wheel keeps spinning and the library window states: Updating library catalog. List may be incomplete".

6545.LogosLogs.eberlein.20170113-063504.zip

As the sync wheel did not stop, I tried to close Logos. The main logos window disappeared but the sync popup did not come up. Without any Logos window on the screen, the Logos process still ran and I had to forcequit it. Afterwards, I saved the following log:

7608.LogosLogs.eberlein.20170113-064524.zip

When I then restarted Logos into the same layout and following exactly the same steps, all worked out fine: Sync wheel was there for about 5 sec. No crash, now delay. So the problem is really intermittend.

Matt Preucil:

3. Library is incomplete

  • This sounds like an indexing issue, but the indexer logs indicate that indexing completed successfully. A few things that might help diagnose this are: Does this problem ever get resolved? How long does it last? Does it occur every time you open this layout, or all the time no matter what?

The spinning sync wheel and the incomplete library always coincide. I believe I once waited for an hour and then gave up. As in the scenario described above, the first startup resulted in an endlessly spinning sync wheel and incomplete library. The first sample in this post was taken when the library was incomplete. The second time when I started Logos, the issue went away within 5 sec.

I hope to take samples for the other issues once they reoccur.

Armin

Posts 494
Armin | Forum Activity | Replied: Fri, Jan 13 2017 1:14 AM

Matt Preucil:

2. Sync wheel doesn't stop spinning.

  • This sounds like a (separate) sync issue, but I wasn't seeing any sync errors in the logs you provided earlier. Also, the zip files included contained a number of old logs. Do you mind re-submitting logs that include a program run while exhibiting this endless sync?

4. Sync window never goes away and beach balls when "exiting now"

  • Seems like it might be related to the sync issue mentioned above, but, the beach ball hang is likely indicative of a bug in the software, collecting a sample during this hang could be useful, if this sample was not already provided.

Here is a sample after about 1 hour of the sync wheel spinning:

1220.1h Spinning Sync Wheel.zip

After the sample, I tried to close Logos. Then I got the typical pop-up of synchronizing that also stays there forever:

2671.Forever Synchronizing after Close.zip

Then I click the "Exit Now" button after which the beachball appears:

5086.Beach Ball after Exit Now.zip

At this point in time, I have to force quit Logos.

I hope this helps you, Matt, to track down the issue.

Many thanks for your help.

Armin

Posts 25
LogosEmployee
Matt Preucil | Forum Activity | Replied: Mon, Jan 16 2017 11:57 AM

Armin,

Thank you for the new logs; the picture is a little bit clearer. There is one fundamental issue, and it is related to your network, so we can dig into that a bit and see if anything can be done.

Additionally, an application hang is distinct from the app not visibly doing anything. If the application is hanging, the beach ball will be visible, otherwise it isn't technically hanging. When you report that the beach ball appeared on startup, this is the time where a sample will be useful. Otherwise, it doesn't contain anything to diagnose these issues. If this happens again and you manage to get a sample during the beach ball, attaching that sample here would be appreciated, and I'll say thank you ahead of time :)

The hang on application shut down is related to waiting for a network request that is going to time out (after 5 minutes). This is something we are going to be actively working on fixing.

I'm interested in figuring out why you seem to be plagued with request timeouts, so any details about your network might be relevant. Are you on Wifi? Do you generally get a good signal? Are there other networks that your computer connects to and/or switches between?

The two ways we can resolve your issues are:
1) Make the app gracefully handle your current network behavior
2) Identify and fix the issue causing your network to behave differently than the majority of other user's networks

I'll be working on (1), but if we can resolve (2), that might be a faster resolution (and it could help me with (1) :) ).

Thanks!

- Matt

Posts 494
Armin | Forum Activity | Replied: Mon, Jan 16 2017 8:07 PM

Dear Matt,

First: Many thanks for explaining the difference between "hanging" and "not responding". Next time I get a beach ball during startup, I will take a sample and post it.

I agree with you that this might all go back to the network. Please see my posting here:

https://community.logos.com/forums/p/131602/876702.aspx#876702

I live in the developing world so networking is an issue. I use wifi through a network extender that goes through the powerline to my router. From the router, I use an LTE modem to get to the internet. In the evenings, I have virtually no internet (I can see the individual bits fly by Sad ). However, in the mornings, it works with speeds of around 8Mb download and 2Mb upload. The issue issue also occurs in the mornings. I am limited in what I can do here as it is the only way to get internet at my home.

At work, things are much more reliable. I will try to see if the issue also occurs there.

Based on the issues reported in the above link related to networking issues, it would be great if you could implement something that makes Logos more resilient to network changes. 

Many thanks to you and your team for looking into this. 

Armin

Posts 494
Armin | Forum Activity | Replied: Mon, Jan 16 2017 8:20 PM

Matt, 

Here is a sample:

1261.Beachball.zip

I started Logos without the Command key. It started up without a layout (I had expected it to load the last layout but it didn't). So I wanted to load the layout "Quiet Time". Before the layout loaded, the beach ball appeared. 

This happened at work with fairly good internet (20Mb link).

Armin

Posts 494
Armin | Forum Activity | Replied: Mon, Jan 16 2017 8:25 PM

As a follow-up:

The layout eventually loaded, however,

- the sync wheel is constantly spinning, 

- the library states that it is still incomplete

- the video from John Piper's Book Lab is spinning.

Here is a screenshot:

Here is another sample of this situation:

1362.Sync Spinning.zip

Posts 494
Armin | Forum Activity | Replied: Mon, Jan 16 2017 9:30 PM

One hour later, the same screen is still running with sync wheel spinning, incomplete library, and video wheel spinning. I don't have a beach ball.

Here is the sample:

3125.1h Sync Wheel Spinning.zip

When I try to quit Logos, I get the Synchronizing popup, which will stay there forever. Here is a sample:

1641.Synchronizing.zip

If I click "Exit now", I get the beach ball. Here is another sample:

4774.Exit Now Beach Ball.zip

I then have to force quit Logos.

All this happened when on wifi on a high-speed internet connection.

Posts 494
Armin | Forum Activity | Replied: Mon, Jan 16 2017 11:05 PM

Here is another example:

I started Logos into "Quiet Time" layout. It loaded the layout but again the sync wheel kept spinning and the library was incomplete (same as above). I then decided to click my shortcut to "Close all" windows to get an empty layout. I then got the beach ball.

Here is the sample:

2376.Beach Ball after Close All.zip

This happened with a high-speed internet connection.

Posts 494
Armin | Forum Activity | Replied: Tue, Jan 17 2017 4:04 AM

Armin:

Here is another example:

I started Logos into "Quiet Time" layout. It loaded the layout but again the sync wheel kept spinning and the library was incomplete (same as above). I then decided to click my shortcut to "Close all" windows to get an empty layout. I then got the beach ball.

Here is the sample:

2376.Beach Ball after Close All.zip

This happened with a high-speed internet connection.

This problem only occurs if I start Logos and directly load the layout "Quiet Time". The problem does not (or less frequently) occur if I first start Logos with a blank layout and then load the layout "Quiet Time".

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