Help with Notes

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Posts 9
Alex Martin | Forum Activity | Posted: Mon, Feb 19 2018 6:10 AM

I'm running into a small problem with which I'm hoping someone can help me. I've been reading a commentary in preparation for an upcoming sermon series. Along the way, I've been highlighting useful passages. (I have Logos set up to save these highlights in a resource-specific note file.) Now that I've completed my reading, I find that the note file exists in my Logos tablet app (which is where I've done my reading and highlighting); and it exists in my account "in the cloud." However, it is not syncing to my desktop computer. Any suggestions as to what the problem is and what I can do to access the note file via my desktop?

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 6:20 AM

Hi Alex - and welcome to the forums

When you say it’s not syncing to your computer do you mean the notes / highlights aren’t appearing in the resource there?

Have the checled the Notes document is there - you should be able to see it in the Documents menu? If you can see it, when you open it does it show the notes and highlights you were expecting?

Graham

Posts 9
Alex Martin | Forum Activity | Replied: Mon, Feb 19 2018 7:09 AM

Graham,

When I open the resource in question on my desktop computer, none of my highlights appear in the text. In addition, the Note file created by the highlighting (which, again, does appear "in the cloud" and on my tablet) does not appear among my other Notes documents.

Any ideas?

Alex

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JT (alabama24) | Forum Activity | Replied: Mon, Feb 19 2018 7:38 AM

Alex Martin:
Any ideas?

If the note document itself is not on your computer, that gives us direction in helping to troubleshoot. 

  • Can you verify that you are using the same credentials (username & password) as your mobile & web? 
  • Which specific version of the desktop app engine are you running? What OS?
  • What settings do you have for "use internet"? 
  • Log files may be needed. See my signature line for instructions. 

OSX & iOS | Logs |  Install

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 7:39 AM

Hi Alex

Alex Martin:
In addition, the Note file created by the highlighting (which, again, does appear "in the cloud" and on my tablet) does not appear among my other Notes documents.

That's useful to know. If the Notes Document were present but you weren't seeing the highlights it could be that a Visual Filter wasn't turned on, but that isn't the case here.

Some questions:

  1. Are you only seeing this behaviour with this one resource or it is a general issue?
  2. What is the name of the resource? It is possible it is only available on mobile / cloud and not on desktop which could be having an impact here (but even if so I don't think it should cause this problem)
  3. Are there any indications of sync issues on your desktop - often indicated by a red exclamation mark in the "sync indicator" circle?

If these questions don't help us pin this down we'll probably need to get some diagnostic logs

Graham

Posts 9
Alex Martin | Forum Activity | Replied: Mon, Feb 19 2018 8:12 AM

Graham,

Perhaps surprisingly, I generally don't do a lot of highlighting/note creation in Logos. This is really the first serious use I've made of this feature; and so, right now the behavior is limited to this one resource. (I can say that in previous "tests" of the highlighting feature, note files in other resources have been created and have been accessible across platforms.)

The particular resource I'm dealing with right now is a commentary on Revelation that is part of Black's NT Commentary series. The resource is available on my desktop; however, as indicated, my highlights and their associated note file are not appearing.

There appear to be no sync issues. According to my desktop installation of Logos, "Synchronization is enable and all items are up to date."

Thanks for attempting to help me with this.

Alex

Posts 9
Alex Martin | Forum Activity | Replied: Mon, Feb 19 2018 8:19 AM

JT,

Thanks for considering this issue for me. In answer to your questions...

I am using the same credentials on desktop, mobile and web.

I'm using Logos Bible Software 7.12 SR-1 [7.12.0.0035 (32 bit)] on a system that runs Windows 10.

On the "use internet" issue, I'm not 100% certain that I know what you're seeking. But I can say that in my "Program Settings," "Use Internet" is set to "YES," as it "Automatically Download Updates."

If log files might be needed, I'd probably need you to explain how I can access those and send them your way.

Thanks,

Alex

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 8:19 AM

Alex Martin:
The particular resource I'm dealing with right now is a commentary on Revelation that is part of Black's NT Commentary series. The resource is available on my desktop; however, as indicated, my highlights and their associated note file are not appearing.

If you open this resource on your desktop, click the Visual Filter icon (three circles) and scroll down to the "Notes and Highlights" section what do you see? Are you able to post a screenshot showing this (use the paperclip icon in the forum editor)?

And as per JT's question which version of Logos are you using and on which desktop platform?

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 8:21 AM

Alex Martin:
If log files might be needed, I'd probably need you to explain how I can access those and send them your way.

Sorry - please ignore my question about version and OS. I hadn't seen this reply then

To create diagnostic logs on this platform please see https://www.logos.com/support/windows/report-problem 

Basically this would involve following steps 1-3 but instead of creating a new post in step 3 uploading the logs in a reply to this thread

Posts 9
Alex Martin | Forum Activity | Replied: Mon, Feb 19 2018 8:48 AM

Graham,

As I hope you can make out above...when I open the resource and click on the Visual Filter Icon, I don't have a "Notes and Highlights" section. Of course, I'm not exactly sure what that indicates in terms of diagnosing the current issue. But I'm hoping it will help you get me on the right track.

Alex

Posts 9
Alex Martin | Forum Activity | Replied: Mon, Feb 19 2018 8:54 AM

Graham,

I'll be happy to send you the Logos log files. Do we want the whole folder in zipped form? Or uncompressed versions of the files in the folder (of which there are only 6)? Alternatively, there is only one file that has been modified recently ("cef"); perhaps you'd like me to send just this one?

Alex

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 9:07 AM

Alex Martin:
I don't have a "Notes and Highlights" section. Of course, I'm not exactly sure what that indicates in terms of diagnosing the current issue. But I'm hoping it will help you get me on the right track.

It shows that there are no Notes Documents on your desktop computer which contain notes or highlights for this resource. 

I had been wondering whether it had been changed to have a different name which this would have shown. But afraid not!

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 9:08 AM

Hi Alex

The one we really need for this is Logos.log. Please include in a reply to this thread.

But I am surprised that it doesn't show as being modified. It may be that logging isn't correctly enabled - but looking at the file will show this.

Posts 9
Alex Martin | Forum Activity | Replied: Mon, Feb 19 2018 9:14 AM

Graham,

I had to say this, but my "Logos Log Files" folder doesn't contain a file named "Logos.log." Instead, I have the following:

  • cef
  • Logos4Error
  • LogosCrash
  • LogosError
  • LogosError-2
  • LogosIndexerError

Of course, maybe the lack of the file you're seeking points to the nature of my problem...

Alex

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 9:26 AM

Alex Martin:
Of course, maybe the lack of the file you're seeking points to the nature of my problem...

I doubt it - but it does point to diagnostic logging not being enabled properly.

Please try again to enable it using step 4 at https://www.logos.com/support/windows/report-problem 

Posts 9
Alex Martin | Forum Activity | Replied: Mon, Feb 19 2018 10:01 AM

Graham,

Utilizing the instructions to which you directed me, I enabled logging in Logos and I am attaching the Logos.log file.

Alex6866.Logos.log

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 1:09 PM

Alex Martin:
Utilizing the instructions to which you directed me, I enabled logging in Logos and I am attaching the Logos.log file.

Thanks Alex

There's nothing obvious I can see in there that explains what is going on.

There seems to be a lot of updating to your library taking place and it is possible that the document sync is queued behind that - but that's pure speculation!

Unless someone else chimes in with some further thoughts I think it best if you contact Faithlife support directly - contact details at https://www.logos.com/contact 

One thing that would be interesting to know, though. If you create some highlights on the desktop do they get synced to mobile? In other words is sync working one way only or not at all?

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JT (alabama24) | Forum Activity | Replied: Mon, Feb 19 2018 6:04 PM

Alex Martin:
when I open the resource and click on the Visual Filter Icon, I don't have a "Notes and Highlights" section. Of course

Just for clarification: The Visual Filter menu is a scrollable menu. Have you made sure the "Notes & Highlights" isn't BELOW what is shown? 

OSX & iOS | Logs |  Install

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Graham Criddle | Forum Activity | Replied: Mon, Feb 19 2018 11:07 PM

JT - “Notes and Highlights“ come before “Visual Filters” which is shown 

Posts 9
Alex Martin | Forum Activity | Replied: Tue, Feb 20 2018 4:13 AM

JT,

Thanks for asking. I thought of that; but even after attempting to expand the Visual Filter menu and scroll down further, there is nothing below it.

Alex

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