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This post has 30 Replies | 3 Followers

Posts 37
GLR | Forum Activity | Posted: Mon, Jul 24 2017 3:36 PM

Macbook Pro - on High Sierra -- Logos completely frozen, home page will not load and will not Update Now.
Can only force quit and re-open to same problem.

Posts 2478
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Mon, Jul 24 2017 3:43 PM

GLR,

If you could please post your logs? We might be able to see what is happening. We do not currently support Loogs on macOS High Sierra.

Posts 37
GLR | Forum Activity | Replied: Mon, Jul 24 2017 4:01 PM

Thank you for that very quick response! 
I do realize you do not support High Sierra yet - but Logos waas working wonderfully as usual until this morning.

Philana how do I create logs? - even restarting the computer and Logos it is still frozen - I do have a screen shot.

Posts 24690
Forum MVP
Dave Hooton | Forum Activity | Replied: Mon, Jul 24 2017 4:09 PM

GLR:
Philana how do I create logs?

Click the Diagnostic Logging link in the last line of her reply.

Dave
===

Windows & Android

Posts 27429
Forum MVP
JT (alabama24) | Forum Activity | Replied: Mon, Jul 24 2017 4:23 PM

Dave Hooton:
Click the Diagnostic Logging link in the last line of her reply.

A better link for Mac users is in my signature line. 

OSX & iOS | Logs |  Install

Posts 24690
Forum MVP
Dave Hooton | Forum Activity | Replied: Mon, Jul 24 2017 5:10 PM

alabama24:
A better link for Mac...

It wasn't available when I repliedBig Smile

Dave
===

Windows & Android

Posts 37
GLR | Forum Activity | Replied: Mon, Jul 24 2017 5:22 PM

Thank you to all this support!! Amazing.

2476.LogosLogs.graemeleslierobertson.20170725-121832.zip

These are the logs -- I think?

Posts 27429
Forum MVP
JT (alabama24) | Forum Activity | Replied: Mon, Jul 24 2017 8:27 PM

Dave Hooton:
It wasn't available when I replied

I know, that's why I posted. You get the basket, I get the assist. Smile

OSX & iOS | Logs |  Install

Posts 27429
Forum MVP
JT (alabama24) | Forum Activity | Replied: Mon, Jul 24 2017 8:31 PM

GLR:
These are the logs -- I think?

Yes, very good! I am only part techie, and I think your logs are beyond my ability to assess. I did take a quick look, but don't quite know what to look for. It is easier to diagnose crashes! 

OSX & iOS | Logs |  Install

Posts 37
GLR | Forum Activity | Replied: Mon, Jul 24 2017 8:56 PM

Once again thanks- can I assume someone will have a look and follow up in due course?

Posts 27429
Forum MVP
JT (alabama24) | Forum Activity | Replied: Mon, Jul 24 2017 9:02 PM

GLR:
can I assume someone will have a look and follow up in due course?

The forums are primarily user support by fellow users (as myself), rather than tech support by Faithlife. Hopefully a full fledged techie (Faithlife or otherwise) will be able to review your logs soon.

OSX & iOS | Logs |  Install

Posts 24690
Forum MVP
Dave Hooton | Forum Activity | Replied: Mon, Jul 24 2017 11:14 PM

GLR:
I assume someone will have a look and follow up in due course?

There was nothing that I could glean from the logs, so you might have to wait for Faithlife to officially support High Sierra (which would include resolving issues like this).

I would suggest improving the amount of free space, though, as 26 GB is low and could affect resource indexing. Aim for at least 80 GB free.

Dave
===

Windows & Android

Posts 37
GLR | Forum Activity | Replied: Mon, Jul 24 2017 11:17 PM

Thanks Dave – will free up some space.

Posts 2478
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Tue, Jul 25 2017 9:37 AM

GLR:

Thanks Dave – will free up some space.

Hi GLR,

I'm sorry you are having problems, I have some questions.

  1. Were you using 7.8 during the beta cycle or did you update from 7.7 SR-1?
  2. Did this happen before the release of Beta 4 of High Sierra?
  3. Are you using the new APFS file system?

I'm trying to see if we could narrow down if this issue started with 7.8 or the release of 10.13 High Sierra Beta 4.

Posts 37
GLR | Forum Activity | Replied: Tue, Jul 25 2017 2:12 PM

Good morning Philana, 

Logos 7.8.0.0031
High Sierra 10.13 
I assume it is the APFS.

Logos was working perfectly on High Sierra and I have the same set up exactly on my Mac-mini and Logos works just the same as ever on that.

I am guessing, but I think Logos 7.8 was the last update? 

Thank you again for your persistence.

Posts 2478
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Tue, Jul 25 2017 2:14 PM

GLR:

Good morning Philana, 

Logos 7.8.0.0031
High Sierra 10.13 
I assume it is the APFS.

Logos was working perfectly on High Sierra and I have the same set up exactly on my Mac-mini and Logos works just the same as ever on that.

I am guessing, but I think Logos 7.8 was the last update? 

Thank you again for your persistence.

High Sierra just had an update, did things become frozen before or after the update to High Sierra.

Posts 2478
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Tue, Jul 25 2017 4:34 PM

GLR,

Can you try holding the CMD key down when you launch the app (this is easier to do from within the Applications folder)?  Then set it to launch to a blank layout.

Posts 2478
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Tue, Jul 25 2017 4:42 PM

GLR:

Good morning Philana, 

Logos 7.8.0.0031
High Sierra 10.13 
I assume it is the APFS.

Logos was working perfectly on High Sierra and I have the same set up exactly on my Mac-mini and Logos works just the same as ever on that.

I am guessing, but I think Logos 7.8 was the last update? 

Thank you again for your persistence.

Can you open up your Activity Monitor while the app is frozen and grab a sample of the processes, then upload them here?

Posts 2478
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Tue, Jul 25 2017 4:48 PM

GLR:

Thank you to all this support!! Amazing.

2476.LogosLogs.graemeleslierobertson.20170725-121832.zip

These are the logs -- I think?

GLR,

In addition to the Activity Monitor sample. Could you gather a sample log by downloading the utility and uploading the file to this thread? If the file is too large you can email it to testing AT Faithlife dot com.

Posts 37
GLR | Forum Activity | Replied: Tue, Jul 25 2017 7:14 PM

Yes I can open to a blank page - although it contimues to try and sync.

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