* Changing from Logos 4 forum to beta forum with beta install *

Michael Thebert

I have had a long term problem with getting Logos 4 to keep from freezing and going "Not Responding" Here is one of my last posts from the other forum. I went to the 4b beta. Many posts and logs on the Logos 4 forum, I'll post only here from now on. Any help appreciated.

HP HDX18, Intel Core 2 Extreme Quad core, 4 Gb RAM, nvidea graphics, 1920X1080 18 inch screen, Windows 7, The machine came as a Vista laptop and I installed Windows 7 using the complete replace method (Not over Vista)

Yesterday I reinstalled Windows 7 completely. Uninstalled both Logos 4 items in Control Panel. Deleted all remnants of file folders for Logos 4 from computer.

Reinstalled Logos 4b by download and full 9.1 gig download and re-indexing.

This morning I closed Logos 4 which had been open all night with the downloads. Closed my anitvirus Zone Alarm just in case of interaction. Started Logos 4b. It opens with the blank screen. I clicked on that picture of Mt. Tabor. Bible opens and the window for the Mt. picture opens then nothing. Hangs. I check for the log files and nothing there. I thought Logos 4b auto logged.

Restarted the computer, closed antivirus. Ran the script to turn on logging. Started Logos4b. It opened to the blank screen. I clicked on the daily Bible reading on top ai I would every day. It started to open but quickly went non-responding. 3 logs present:

5153.Logos4.log

0044.Logos4Crash.txt

1856.Logos4Indexer.log

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Hi Michael, I had a quick look at your posts on the other forum, can you clarify a couple of things...

Is this crash (xml exception - invalid character) the same problem you've always been getting?

Do you have a working copy of L4 on another computer, or have you tried to install it on another computer?

Michael Thebert

https://community.logos.com/discussion/comment/98648#Comment_98648

Yes the crash seems like it is the same. For some reason when the computer is first started it can go a bit longer before a crash. Then if I try to open it up after it is closed it seems to crash much more quickly and doesn't even start sometimes.

I do have a working Logos 4 non-beta on my desktop and it seems to work ok. The desktop is a low level 32 bit Vista system

Today I opened it up with no home page, blank screen as I have that turned off. I was able to open a bible and read. I read what I wanted to and closed and terminated the program. It didn't crash today but I know for sure if I opened a commentary it would have or opened the home page it would have. Here are the logs of today opening and closing and not crashing:

1884.Logos4.log

3058.Logos4Indexer.log

Michael ~ I submitted your log to development. After it's been reviewed, we'll get back to you here. Thanks.

https://community.logos.com/discussion/comment/98817#Comment_98817

Development recommends re-downloading the People Diagrams resource. To do this, close Logos 4, open Computer and navigate to C:\Users\Mike\AppData\Local\Logos4\Data\2v5f0bxk.zaf\ResourceManager\Resources. Delete the file: StaticPeopleGraphs.lbsspd, close the window, then restart Logos 4. The file will automatically be downloaded, or you can type the command update resources to speed up the process.

Michael Thebert

https://community.logos.com/discussion/comment/99036#Comment_99036

Ok, I deleted the file. The system seemed to download something. Then the problem got much worse. Just one click of the home icon leads to crashing.

But I looked for the file I deleted and it has not been replaced, not present. I restarted Logoss 4 and die Update Resourses but no update. Let it sit for half hour just with blank start screen, no update.

We could be on to the problem since without that file altogether the same issue seems worse.

Just need to be able to get that file back I hope.

Here are the logs of failures now:

6470.Logos4.log

0435.Logos4Indexer.log

Michael Thebert

https://community.logos.com/discussion/comment/99979#Comment_99979

Can I copy the file StaticPeopleGraphs.ibsspd from my working Logos 4 non-beta?

https://community.logos.com/discussion/comment/100173#Comment_100173

Can I copy the file StaticPeopleGraphs.ibsspd from my working Logos 4 non-beta?

That should work. After copying it, if it doesn't recognize it right away, you can scan its location in L4.

Michael Thebert

https://community.logos.com/discussion/comment/100177#Comment_100177

How do I scan in L4?

https://community.logos.com/discussion/comment/100206#Comment_100206

How do I scan in L4?

In the Command box, type scan C:\Users\Mike\AppData\Local\Logos4\Documents\2v5f0bxk.zaf\ResourceManager\Resources and press Enter, then restart Logos 4.

Michael Thebert

https://community.logos.com/discussion/comment/100214#Comment_100214

It didn't make any difference to add the file from my working non-beta computer. Update Resourses as sell as scan with the above command didn't seem to do anything.

Now what happens when I push the home icon with the blank start screen open is that it crashes so quickly the initial screen freezes part way down the screen as it tries to open.

Not sure what to do next? Reinstall the whole thing again? Did that twice and it didn't seem to change anything. Deleting the file above and trying to replace it seemed to make the problem worse.

I can open to blank screen and read my bible with full screen. Any other function crashes the system.

https://community.logos.com/discussion/comment/100344#Comment_100344

Michael,

I can't remember if you said in your earlier thread whether you'd reinstalled your graphics drivers? If not, perhaps download the latest non-beta drivers.

Mark

https://community.logos.com/discussion/comment/100344#Comment_100344

It didn't make any difference to add the file from my working non-beta computer. Update Resourses as sell as scan with the above command didn't seem to do anything.

Try deleting the 'Updates.db' file in C:\Users\Mike\AppData\Local\Logos4\Data\2v5f0bxk.zaf\UpdateManager, and delete everything in C:\Users\Mike\AppData\Local\Logos4\Data\2v5f0bxk.zaf\DownloadManager. Then restart Logos to blank layout, if you can, and enter the 'Update Resources' command.

If that doesn't work, please contact Customer Support at 800-875-6467. They're available Mon-Fri from 6am to 5pm PST. A technician can remotely connect to your computer to work on it directly if necessary.

Michael Thebert

https://community.logos.com/discussion/comment/100461#Comment_100461

I did update my graphics drivers with same problem some time back, no change.

Good idea to delete those files and re-updats, will try later at home.

I did already have a remote log in done and a large logging file downloaded from my computer directly to Logos during this problem. Would you see if it is stil on file at your place and ask the people in the lab to take another look?

https://community.logos.com/discussion/comment/100489#Comment_100489

I did already have a remote log in done and a large logging file downloaded from my computer directly to Logos during this problem. Would you see if it is stil on file at your place and ask the people in the lab to take another look?

The notes in your tech case said the developers thought that computer may have bad RAM? Did you run diagnostics on it? Is this the same computer?

With Zone Alarm, rather than closing or disabling it, make sure Logos4.exe has full incoming and outgoing access to the Internet.

Michael Thebert

https://community.logos.com/discussion/comment/100521#Comment_100521

Yes, same computer. I did check the memory with the windows tool as well as an aftermarket memory checking tool. No problems. It is two 2 GB memory boards in this laptop. I also switched them for each other thinking if it was really a memory problem it might be different for different memory sites. So I did look at the memory issue and don't think that is it.

Is there any other idea looking at the downloaded log if it isn't a physical memory problem?

I have gone through Zone Alarm to do just that. I will check again since the program was uninstalled and reinstalled and settings might be different. And that is why I tried to run it with Zone Alarm off completely.

https://community.logos.com/discussion/comment/100561#Comment_100561

Is there any other idea looking at the downloaded log if it isn't a physical memory problem?

I'll let them know that you've checked the memory and it has no problems.

I have gone through Zone Alarm to do just that. I will check again since the program was uninstalled and reinstalled and settings might be different. And that is why I tried to run it with Zone Alarm off completely.

We've seen in the past, with Logos 3 at least, that closing Zone Alarm or McAfee doesn't prevent them from affecting Logos--they need to be enabled with the full permission for the Logos executable.

Michael Thebert

https://community.logos.com/discussion/comment/100572#Comment_100572

I did delete the update files and also deleted the file I put in from my working Logos 4. Restarted Logos and did Update Resourses. It did find something and downloaded 12MB or so. I closed Logos 4 and restarted and no change. I can read my bible ok but when I press the Home button the whole thing freezes. It DID replace that file that was missing last time.

I opened Zone Alarm again and there were things not blocked but questioned for Logos, changed them all to full open. No change in the freezing. Is there anything else beside things called Logos or Libronix I might find in Zone Alarm. Again asking about any other resourse logos needs beside Logos itself.

https://community.logos.com/discussion/comment/100590#Comment_100590

My firewall assigns permissions according to a database and I see only:-

Libronix Update - Update.exe

Libronix DLS - LDLS.exe

Logos Bible Software 4 - Logos4.exe

Logos Bible Software 4 Setup - LOGOS4SETUP.EXE

Logos4Indexer.exe may need permissions.

Michael Thebert

https://community.logos.com/discussion/comment/100643#Comment_100643

I installed the new update and still crashes. 5 logs now to post. Maybe some better insight?

0652.Logos4.log

0652.Logos4Crash.txt

4370.Logos4Indexer.log

5543.logos4setup.log

4401.DigitalLibraryInstall.log

https://community.logos.com/discussion/comment/101584#Comment_101584

I installed the new update and still crashes. 5 logs now to post. Maybe some better insight?

Thanks for posting the new logs; we'll review them.

Michael Thebert

https://community.logos.com/discussion/comment/101636#Comment_101636

I installed Logos4 beta on a different laptop. It worked. So the problem seems to be this laptop. It is a high end laptop and I would like it to still work on this laptop.

As I posted I reinstalled the operating system, did a clean install of Logos 4 beta. It crashes with anything except one book open.

This is a 64 bit Quad Intel 4 gig ram Windows 7 system (Very fast) and the other laptop is a 32 bit XP system (Extemeely slow)

Is there anything to see with my past logs?

https://community.logos.com/discussion/comment/103318#Comment_103318

Is there anything to see with my past logs?

The crash happened outside the times covered by any of the logs. It might help Logos to have a logos4.log from a crash.

Michael Thebert

https://community.logos.com/discussion/comment/103575#Comment_103575

I can open it up and read one book. Click anything else and it crashes. Today it downloaded an update and re-indexed. I clicked the home icon and it crashed. There are 4 new logs from just now after a crash. Here they are:

5100.DigitalLibraryInstall.log

6012.Logos4.log

2705.Logos4Indexer.log

2620.logos4setup.log

https://community.logos.com/discussion/comment/103720#Comment_103720

There is no error in the logs - did you wait a minute before closing L4? If there is a Crash Log please upload that!

Why did you run Setup at 2020 (8.20pm) when the crash occurred sometime after 1627 (4.27 pm)?

Michael Thebert

https://community.logos.com/discussion/comment/103806#Comment_103806

What happens is when I press the home icon there is that first blank screen that animates down the screen just prior to it populating with the home page information. I know this because I have watched it repeatedly do that. But on this laptiop the animating scrolling stops with an inch and a half or so left on the screen bottom, still all white, no data and it goes to non-responding. I have waited a long time for it to go but nothing happens.

On my other computer I push the home icon and the screen comes on and is populated with the articles, my reading things on the top, etc.. So I know it is supposed to happen within a short time, not several minutes wait for each screen. And in my case it never does come up because the entire program stops responding to any input. Needs to close with task manager, sometimes can click the red X top right and option is "Close program"

As far as time in the logs I don't know. I posted at 1:32 today and the error occured just minutes prior to the posting.

I am patient with this and like the program, have it running on the other computer. I have a couple thousand dollars in this and expect to have first rate customer support from Logos.

Is there any other file I can upload from within the system. I am also looking for what to do next as I have done many things that make sense to try but not getting it solved.

https://community.logos.com/discussion/comment/103867#Comment_103867

Michael,

Dave's right, it does seem that the log wasn't capturing the problem last time around. Could you:

Make sure permanent logging is switched on.
Delete the existing log file, so we can ensure we get the most up to date one.
Make the crash happen.
Upload the log file (and the crash log if it's there).

Thanks,

Mark

Michael Thebert

https://community.logos.com/discussion/comment/103870#Comment_103870

Ok, just now I deleted the log files. Ran the disable logging and then the enable logging script to be sure it was set for logging. Opened Logos 4 and clicked the home icon. It failed quickly as it has been. 2 logs made and here they are:

7658.Logos4.log

7673.Logos4Indexer.log

https://community.logos.com/discussion/comment/103950#Comment_103950

Ok, just now I deleted the log files. Ran the disable logging and then the enable logging script to be sure it was set for logging. Opened Logos 4 and clicked the home icon. It failed quickly as it has been. 2 logs made and here they are:

Development is still looking into this problem, so I've attached your logs from today and yesterday to the case.

Update: Development is not able to determine a cause for the crash, as there is no exception message. When the program crashes and the log doesn't end with an exception message, the problem is usually not in our code. It may be due to WPF, .NET, anti-virus, firewall, or some other third-party software program, or hardware. You can capture the crash with ADPlus (http://wiki.logos.com/Creating_a_Crash_Dump_with_ADPlus) and attach the zipped folder to this thread to see if we can find any helpful information in it, however, we may never find the conflict.

Michael Thebert

https://community.logos.com/discussion/comment/104029#Comment_104029

This has already been done by remote log in to my computer. I'll call back in and have it done again if it will help.

I am asking now again for a list of resourses Logos 4 uses in Windows 7 so I can be sure I have all components. I did find out it is not needing to use Windows Explorer from responses here. I can keep guessing and asking if it uses this or that but a list would be better. For example: "Logos 4 needs NET 3.51, WEP, etc.." For this reason: I may have a component missing that is needed and trying to get it working without it is hopeless. I have asked for this more than once now. If the answer is "We cannot tell people how it works as it is propriatary" Say that and I will understand.

Michael Thebert

https://community.logos.com/discussion/comment/104297#Comment_104297

Getting closer. I spent some time with Beckie on the tech support line. It is probably something wrong with my .NET from Microsoft.

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