Logos 6 crashing frequently within a couple minutes of opening

I'm on Windows 7 Enterprise Service Pack 1

Intel Xeon 3.5ghz

16gb RAM

64bit

I've had Logos 6 for a few months now and I've been using it on this computer without problem.

Today I opened it up and it crashes within a minute or two consistently. Probably happened 7 or 8 times in the last 15 minutes.

I open Logos 6, I go to search bar and type in "James 5 : 7-12" and it loads up my preferences for study as usual. Everything seems to load fine. I see the little circular animations within the Bible and the Commentary windows. And then I start to hover over some words, or look through the Illustrations or whatever. Within a minute or so, it crashes. I get a window that asks if I want to debug or not.

I have the program up in the background now. On the same passage. But it's not crashing. But I bet it'll crash if I start using it. Yep, it just crashed while I was reading the commentary. Not clicking on anything, just reading.

Log files attached.

0116.Logos Log Files.zip

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Jeff Granger

I'm encountering a similar issue. It seems that a new version of was pushed out. It installed on my computer last week. Since the new version loaded, Logos is running so slowly, it is unusable.

The version is:

Logos Bible Software 6.8 SR-1
6.8.0.0059

I'm running on Windows 10.

In the meantime, I worked with the web version in Biblia in order to prepare my sermon for yesterday.

Tech Support: What do we do?

Dave Hooton

I have the program up in the background now. On the same passage. But it's not crashing. But I bet it'll crash if I start using it. Yep, it just crashed while I was reading the commentary. Not clicking on anything, just reading.

Log files attached.

I'll leave the log files for Faithlife to diagnose. Can you clarify "Background", though and try using Logos from a blank layout (start it whilst holding CTRL key and sign in).

PS. I'm not from Faithlife - just a volunteer user.

Dave Hooton

https://community.logos.com/discussion/comment/796025#Comment_796025

I'm encountering a similar issue.

Jeff,

Please start a new thread for your issue and describe what is happening (crashing, how and when OR running slowly?) and attach logs.

Bradley Grainger (Logos)

I'm on Windows 7 Enterprise Service Pack 1

Ensure that all the latest Windows Updates are installed.

If they are, then try installing the Platform Update for Windows 7: https://support.microsoft.com/en-us/kb/2670838

Todd Luallen

https://community.logos.com/discussion/comment/796040#Comment_796040

When I said "background" I meant that it was up and running, but I had brought up my browser to type the email. So it was running in the background. I then switched to Logos and started using it, and within a minute it crashed. Then I went back to writing the email again.

Todd Luallen

https://community.logos.com/discussion/comment/796064#Comment_796064

I'm on Service Pack 1 already Bradley. And the fact that it was working for a couple months without problem, and then suddenly it started crashing after Logos had been pushing updates, leads me to believe it's not Widows update related.

I doubt I have admin permissions to install any windows updates anyhow, so it's not even something I can attempt.

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/796073#Comment_796073

What version of Dwrite.dll do you have? (C:\Windows\System32\Dwrite.dll)

Todd Luallen

https://community.logos.com/discussion/comment/796075#Comment_796075

6.1.7601.18245

Todd Luallen

https://community.logos.com/discussion/comment/796078#Comment_796078

I've narrowed it down to the Information window. If I open up Logos and make sure the Information window is closed, I have no problems. If I load up the Information window, it crashes fairly quickly. I've reproduced this by opening up Logos using CTRL (opening a blank window), and by just opening it up the normal way. I open up the Information window/pane, and then click on words in my NLT translation pane.

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/796078#Comment_796078

6.1.7601.18245

https://support.microsoft.com/en-us/kb/2670838 will update it to 6.2.9200.16492; I'm pretty sure this will fix the issue. We don't currently know of any other workarounds, sorry.

(We don't know for sure, because we haven't been able to find a Windows 7 image with a version of Dwrite.dll that old, but we believe there's an incompatibility between this old version of Dwrite, WPF, and a font in Logos 6.8.)

Todd Luallen

https://community.logos.com/discussion/comment/796103#Comment_796103

You think the incompatible font is only in the Information window? Okay, I'll see if I can update Windows. This is a computer on a corporate network, so it's unlikely.