Unable to connect Mac OS X Sierra

Robert

I just downloaded Logos 7 and did a first time install, was prompted for my username and password, then immediately got a popup that said Unable to Connect - Try Again. 

Running: MacBook Air, w/ 8gb ram. Sierra 10.12.6 Mac OS X .

I have tried several options all according to the logos.com notes. 

I deleted  Logos 7 and completed a new download and install several times. Still the same problem exists. 

Any thoughts or solutions would be appreciated. 

Graham Criddle

Hi Robert - and welcome to the forums

Sorry to hear you are having problems.

Please enable diagnostic logging and post logs in a reply to this thread (using the paperclip icon) after a failed startup attempt. Details at https://www.logos.com/support/mac/report-problem 

Graham

Robert

https://community.logos.com/discussion/comment/927146#Comment_927146

2816.LogosLogs.robertklein.20170927-065956.zip

Thank you for the very quick response

I am hoping I did this correctly. 

Bob Klein

Graham Criddle

https://community.logos.com/discussion/comment/927164#Comment_927164

From the log file you are getting a problem trying to connect to Logos authentication servers

2017-09-27 06:59:24.5557 | ERROR | 8 | ApplicationUtility | Error building request (POST https://auth.logos.com/oauth/v1/users/signin?allowSession=False). ~WebException: Error: ProxyNameResolutionFailure
2017-09-27 06:59:24.5680 | ERROR | 8 | UnauthenticatedWebServiceClient | There was an error while signing in: Error building request. Request: POST https://auth.logos.com/oauth/v1/users/signin?allowSession=False

As per the log entry it looks like a name resolution issue.

What is your network configuration, do you have firewalls or proxy servers in the path?

How do you get on if you try to work offline? To check this:

For Mac, click the Logos icon in the dock, then immediately press and hold the Cmd key, holding it down until the Sign In window appears.

Possible reasons to bring up the Sign In window:

• To sign in under a different Faithlife / Logos account.
• To open to blank layout, select the Blank Layout box before clicking on the Sign in button.
• To work offline, click on the Work Offline button.
• To enable diagnostic logging for that session, if requested by a customer support technician.
• To enter proxy server settings, click on Proxy settings.

Logos Help (Bellingham, WA: Faithlife, 2016).

I appreciate this might not work as you probably haven't been able to download resources but worth checking

Robert

https://community.logos.com/discussion/comment/927166#Comment_927166

Yes I have just downloaded the software and have never been able to get started yet or downloaded anything else. 

I connect to the internet at home from my laptop via a wireless router or apple time capsule. My laptop is the MacBook Air, and it does not have an ethernet port, although I could purchase an adapter to connect in that way. 

The Firewalls are set to OFF

Checked Proxy ... That was it. 

So even though I am using my mac from home, my employer internet connect had me set my setting to have the proxy box checked. 

For anyone else with mac issues, this could be the problem for initial sign in. Got the apple menu -->system preferences then select Network , then the advanced button, proxies tab, and make sure the boxes that say select a protocol are Unchecked. That solved my issue. 

Thanks. I am now downloading the resources. 

Graham Criddle

https://community.logos.com/discussion/comment/927190#Comment_927190

Hi Robert,

Pleased to hear you have got things working - and thanks for explaining what had happened. Hopefully that will help someone else in the future.

Enjoy Logos and please post back with any questions / thoughts about its use

Graham