Unable to synchronize

Ever since upgrading to Logos 7 in August I've had difficulty with synchronization. I have it installed on two computers - one at home and one at the office. Both are running Windows 10. In Logos 7 the icon for synchronization shows a red exclamation mark. When I hover over that exclamation mark, a pop-up error notification appears that says, "An error has occurred during synchronization, click to try again." Clicking returns exactly the same result.

So far to fix this, I've tried:

Resetting Winsock numerous times.
Turning off the firewall.
Turning off the anti-virus software.
Doing an uninstall and reinstall of Logos 7.

I can go to documents.logos.com and find documents there (particularly sermon documents) that will not synchronize between computers. I am also unable to synchronize workspaces between computers. No matter how I configure settings in Logos, I am unable to go from the office to home or vice versa and pick up where I left off in my studies. I'd really like to be able to access the syncing capabilities of the program and it has been months of frustration for me. Anyone with suggestions about how to fix this?

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Comments

Graham Criddle

Please enable diagnostic logging on both computers and post logs after a failed sync attempt

Details at https://www.logos.com/support/windows/report-problem

Randy Radke

https://community.logos.com/discussion/comment/866358#Comment_866358

Please enable diagnostic logging on both computers and post logs after a failed sync attempt

Details at https://www.logos.com/support/windows/report-problem

Here's my log file from my office computer:

7536.Logos Log Files.zip

Graham Criddle

https://community.logos.com/discussion/comment/866499#Comment_866499

Here's my log file from my office computer:

The problem seems to be related to synching a sermon. From the log:

2016-11-22 10:14:07.8836 17 Info SyncClient New last known milestones: {"permissionMilestone":"1","itemMilestone":"14413"}
2016-11-22 10:14:08.2326 17 Error ApplicationUtility Exception while syncing client: SermonWriter ~InvalidOperationException: One or more mapped items did not pass validation:
Heading: Author: Name must be set.
2016-11-22 10:14:08.3128 17 Info SyncManager ExceptionHandled: System.InvalidOperationException: One or more mapped items did not pass validation:
Heading: Author: Name must be set.
at Logos.SermonWriterApi.Client.SermonWriterClient.SubmitItemsAsyncCore(String serverId, String clientId, IEnumerable`1 items)
at Logos.Sync.V3.SyncV3Client.<SyncUpAsync>d__28.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Logos.Sync.V3.SyncV3Client.<SyncAsync>d__13.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task)
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
at Logos.Sync.Client.SyncManager.SyncManagerThread()
2016-11-22 10:14:08.3398 17 Info SyncManager Finished requesting sync on all sync clients. Summary of elapsed times:
2016-11-22 10:14:08.3478 17 Info SyncManager Requesting sync on all sync clients
2016-11-22 10:14:08.5958 17 Warn SyncManager Not syncing client due to previous fatal error: SermonWriter

And this seems to be stopping other sync activities happen.

From a straight reading of the log it suggests the problem is due to a sermon not having an author field filled in - but that doesn't cause a sync problem for me so it's probably more involved.

Hopefully someone from Faithlife will be able to comment further?

In the meantime, how many Sermon Documents have you created on this computer?

Ed Ball (Logos)

https://community.logos.com/discussion/comment/866503#Comment_866503

Thanks for the log file, Randy. Can you ensure that all of your sermon documents have something in the Author field, restart Logos 7, and see if that helps?

Randy Radke

https://community.logos.com/discussion/comment/866527#Comment_866527

Thanks for the log file, Randy. Can you ensure that all of your sermon documents have something in the Author field, restart Logos 7, and see if that helps?

I'm not able to do that. None of the sermon documents show up in my document list in Logos. Seems like a vicious cycle. I can't get into the document to edit it because of the sync problem, but the documents won't sync because I can't edit them.

Is there a way to physically copy the sermon files to my computer and open them in Logos? I can see them on documents.logos.com but, as I said, they don't show up in my documents list in Logos.

Randy Radke

https://community.logos.com/discussion/comment/866503#Comment_866503

In the meantime, how many Sermon Documents have you created on this computer?

The problem appeared immediately upon upgrading to Logos 7. Consequently, I haven't used this computer for creating sermons. There's been no point to using it for that on this computer since the edits I make from the other computer don't get transferred. Until this problem is resolved sermon editing has to be done from a single computer only.

Graham Criddle

https://community.logos.com/discussion/comment/866537#Comment_866537

The problem appeared immediately upon upgrading to Logos 7. Consequently, I haven't used this computer for creating sermons.

In which case I'm afraid I don't understand - as the log seems to suggest the problem relates to trying to sync a sermon.

Hopefully Ed will be able to advise further.

Ed Ball (Logos)

https://community.logos.com/discussion/comment/866537#Comment_866537

Thanks for the additional information. There should be a file on the computer called "Sermon.db" even if it doesn't have any sermons. It is in a directory called "C:\Users\Pastor Randy\AppData\Local\Logos4\Documents\k0h23nfb.3tg\Documents\Sermon". Are you able to locate it? If you exit Logos 7, rename "Sermon.db" to something like "OldSermon.db", and start Logos 7 again, that might clear up the problem. Please let us know if that works. If you could also email the old file to me (ed@faithlife.com) it might help us figure out what went wrong.

Randy Radke

https://community.logos.com/discussion/comment/866570#Comment_866570

If you exit Logos 7, rename "Sermon.db" to something like "OldSermon.db", and start Logos 7 again, that might clear up the problem.

Thanks for your help. That fixed the problem -- for the most part. I did track it down to a single sermon file. As soon as I opened that file, my red exclamation synchronization icon reappeared. There was something in that specific sermon file that was causing the corruption of Sermon.db every time it was accessed. I checked the author field and it was filled in with my name. I even deleted and retyped my name into that field. So even though the log file said that field was the problem, there was nothing I could do in that field to stop it from corrupting Sermon.db. I have deleted the offending file so that it hopefully won't continue interfering with synchronization.

If you could also email the old file to me (ed@faithlife.com) it might help us figure out what went wrong.

Will do. I assume you mean the file I renamed to OldSermon.db.

Randy Radke

https://community.logos.com/discussion/comment/866622#Comment_866622

Oh no! It's back. Returned to the office this morning to find that the synchronization error had reappeared while I slept. I left Logos 7 open on the computer overnight, so there was absolutely no activity on my part that created the failed synchronization. I created new log files which I am attaching to this message, but to all appearances, it is a recurrence of exactly the same problem as I was having previously. I'm not really excited about the prospect of having to delete my Sermon.db file every time I want to successfully synchronize.

Here's the log files:2210.Logos Log Files.zip

Ed Ball (Logos)

https://community.logos.com/discussion/comment/866671#Comment_866671

Thanks for sending more log files! Unfortunately I can't find any details about a synchronization error. Can you restart Logos 7, confirm that you're still seeing a sync error, and send the log files again? Sorry about the trouble!

Randy Radke

https://community.logos.com/discussion/comment/866704#Comment_866704

Thanks for sending more log files! Unfortunately I can't find any details about a synchronization error. Can you restart Logos 7, confirm that you're still seeing a sync error, and send the log files again? Sorry about the trouble!

Here's the latest log files: 5444.Logos Log Files.zip

It was definitely showing the synchronization error when I opened the program and when I exited a minute or two later.

Ed Ball (Logos)

https://community.logos.com/discussion/comment/866730#Comment_866730

Thanks again, Randy. It looks like there's a new error to track down. Can you email me the `Sermon.db` file from that computer?

DrGregWaddell

https://community.logos.com/discussion/comment/866755#Comment_866755

Hi Ed,

I'm having the same problem today. It started when Logos automatically installed an update to 7.10. I'm running Logos on a MAC with the new Sierra OS. I'm getting the red exclamation mark too, indicating the sync in failing.

Any suggestions?

7282.LogosLogs.gregorywaddell.20171018-232557.zip

Ed Ball (Logos)

https://community.logos.com/discussion/comment/930879#Comment_930879

Hi Greg,

As far as I can tell, your sync error isn't related to the issue from this thread; it looks like a "VisualFilterSyncItem error". I'm not sure how to diagnose your issue. If you create a new forum post, you might find someone that can help more quickly.

- Ed