Purchased book not in Library

I need a little help here if you can.

Last Saturday I purchased the Keil & Delitzsch commentary, but it is not appearing in my library. I called tech support, and they verified that I had purchased it and my license information was updated immediately upon purchase.

Here are the things I tried:

Before calling tech support I had already closed the program and reopened as the online instructions said.
I also manually downloaded the book file and saved it in the same folder as the rest of my resources.
I also used the command line to type "update now", "update resources" and "sync now" but I get the message that no updates are available
I sent an email to customerservice@logos.com detailing the problem and giving my order # and so far have not received a response.
Over the phone, tech support told me to type "rebuild index" into the command line. After an hour of index rebuilding, I closed and opened the program and still no Keil & Delitzsch. It's now after hours.
After searching this forum, I typed "scan c:\[path to my books]" and it didn't work either.
I was able to download the commentary and have Logos 3 recognize it. I synced my license successfully in Logos 3. However, I still could not get Logos 4 to update.

I go to the library and type "Kei" and two books by Keith Brooks show up, but no Keil...

On top of all this, the forum has been down until now.

I'm hoping someone has the magic bullet.

Thanks!

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Comments

Chuck P.

I purchased it last week and could not find it either....it is not listed as K&D which is stange....the title, I believe, is Commentary on the Old Testament. I don't have my software loaded up right now but I think that is it...look for that in your library.

Mark Smith

After searching this forum, I typed "scan c:\[path to my books]" and it didn't work either

Did you close and reopen Logos 4 after typing in this command an hitting Enter? (It takes that to make the command function, then it takes a little while to complete.)

Tim McPherson

https://community.logos.com/discussion/comment/101469#Comment_101469

Thanks for replying. Yes, I've searched for it under it's name as well as each of its authors.

Tim McPherson

https://community.logos.com/discussion/comment/101483#Comment_101483

After searching this forum, I typed "scan c:\[path to my books]" and it didn't work either

Did you close and reopen Logos 4 after typing in this command an hitting Enter? (It takes that to make the command function, then it takes a little while to complete.)

Yes I waited about 5 minutes after hitting enter. I could not see any process taking place. Is it an invisible process? I closed and restarted Logos 4 with no results.

Todd Phillips

https://community.logos.com/discussion/comment/101490#Comment_101490

I thnk you may have to call tech support again. I believe you've tried everything.

You don't by any chance have two accounts on the Logos website do you (i.e., two different emails)--the email address you use to log into www.logos.com should be the same one that you use to log into Logos 4. It's happened several times in the past where people have bought books under a different account than they use for Logos 4, and of course the book doesn't show up. So they've had to get customer support to move the licenses from one account to the other. Not saying you did this, but it needs to be mentioned.

Tim McPherson

https://community.logos.com/discussion/comment/101491#Comment_101491

I thnk you may have to call tech support again. I believe you've tried everything.

You don't by any chance have two accounts on the Logos website do you (i.e., two different emails)--the email address you use to log into www.logos.com should be the same one that you use to log into Logos 4. It's happened several times in the past where people have bought books under a different account than they use for Logos 4, and of course the book doesn't show up. So they've had to get customer support to move the licenses from one account to the other. Not saying you did this, but it needs to be mentioned.

I used to have an old account email that tech support got changed for me a few years ago. I tried signing in just now under that and could not, so I don't think that's the issue. Using my current email and password I can see my order history includes the resource.

Yeah, I'll call tech support again for sure.

Thanks.

Mark Smith

https://community.logos.com/discussion/comment/101490#Comment_101490

Yes I waited about 5 minutes after hitting enter. I could not see any process taking place. Is it an invisible process? I closed and restarted Logos 4 with no results.

Actually the process doesn't start until you close and then reopen Logos. You will see nothing going on by just hitting Enter. Entering the Scan command just tells Logos to schedule a scan the next time it opens.

Since you reopened Logos and had no success, that did not work.

The only reason I can think of why it would not scan in the resource is if Logos didn't know you had a license for it. However you said the tech checked that for you. So Todd's recommendation to contact Tech Support once again is probably the only thing you can do.

Rich DeRuiter

https://community.logos.com/discussion/comment/101517#Comment_101517

The only reason I can think of why it would not scan in the resource is if Logos didn't know you had a license for it. However you said the tech checked that for you. So Todd's recommendation to contact Tech Support once again is probably the only thing you can do.

This is odd indeed.

But there is one more thing to try, even though it's a bit of a long shot. Try typing update resources in the command box. This will work if L4 thinks it already has the resource, though it doesn't. This command takes a long time to run (depending on your system), so let it work.

But I do agree that calling tech support is your best bet at this point.

Tim McPherson

https://community.logos.com/discussion/comment/101527#Comment_101527

I had some time so I called Logos tech support again. This time they asked me to go to Tools, Program settings and check whether these two were set to "yes": Automatically Download Updates, and Use Internet. Use Internet was set to "no." Oops... Now I remember that a few months ago, I turned it off after reading some forum tips on increasing program speed. I'm leaving it on from now on. [:D]

So now the commentary appears in my library, and it is indexing right now. Thanks for all your help. Maybe someone in the future will get help from all your replies and this final resolution.