Logos 9.7 not starting
After many years of faultless operation my Logos 9 won't start.
The splash screen pops up for a couple of seconds then disappears.
I tried re-installing 9.7 ... Logos already up to date.
So I tried installing 9.8 beta. Same result ... splash screen for a couple of seconds.
I tried logging but either there are no log files created or I can't find them.
Any thoughts?
Stephen
Comments
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Hi Stephen
Sorry to hear you are having problems - but we really need to see logs.
https://wiki.logos.com/Diagnostic_Logging has information about where you should find log files. Please have a look there
Are you running on Windows or Mac?
So I tried installing 9.8 beta. Same result ... splash screen for a couple of seconds.
Please note that after installing the beta of 9.8 you will not be able to reinstall 9.7 without a complete delete of all Logos files and some settings. In general, installing a beta to try and address these types of issues is not recommended unless the problem is specifically known to be addressed in those betas. Running beta releases can introduce other problems.
Graham
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Graham,
Thx for reply.
Win10.
I realised going (updating) to Beta was risking, but I will worry about that later.
I run the Logging script, get the message that Logging in ON.
Run Logos. Splash screen for 2 seconds.
No Log files appear in the AppData/Local/Faithlife/.
When I delete the Log directory (from years ago), the directory is not re-created.
Stephen
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Hi Stephen
Sounds strange
Is there anything in the Windows Event Viewer at the time you tried to start Logos that refers to a crash
https://community.logos.com/forums/t/124126.aspx provides some pointers on doing this (the post was for an earlier version of Windows so some of the details may have changed)
Graham
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Thx again.
Event viewer reported ....
1.
Application: Logos.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: exception code e0434352, exception address 00007FFD923B4ED9 Stack:
2.
Logos.exe 9.8.0.2 d57db8c2 KERNELBASE.dll 10.0.19041.1151 891df6d3 e0434352 0000000000034ed9 384c 01d7a0aa75a44636 C:\Users\eph31\AppData\Local\Logos\System\Logos.exe C:\WINDOWS\System32\KERNELBASE.dll 260c7ff7-1035-4c76-8c43-4b916b6c28c5
3.
1799696341082957559 4 APPCRASH Not available 0 Logos.exe 9.8.0.2 d57db8c2 KERNELBASE.dll 10.0.19041.1151 891df6d3 e0434352 0000000000034ed9 \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER860C.tmp.dmp \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8707.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8737.tmp.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8735.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8793.tmp.txt \\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Logos.exe_7703d1be1bb6bce74c08b70e84ec92c1dacffdf_92b95b44_47cdc2a3-3300-40db-b4cc-30d3cc9bbd78 0 260c7ff7-1035-4c76-8c43-4b916b6c28c5 268435456 8b1305f004db157f68f9ce4979d1e6f7 0 0 -
Thanks Stephen
I'm afraid I can't work out what is happening from that - hopefully someone from Faithlife will comment further.
Graham
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1.
Application: Logos.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: exception code e0434352, exception address 00007FFD923B4ED9 Stack:
2.
Logos.exe 9.8.0.2 d57db8c2 KERNELBASE.dll Stephen,
Your output should look like the last screenshot #7 in the post. And make sure it has the same date/time of your crash
Dave
===Windows 11 & Android 13
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Dave,
I am unclear what your answer means.
Just tried again ...
Report...
Logos.exe 9.8.0.2 d57db8c2 KERNELBASE.dll 10.0.19041.1151 891df6d3 e0434352 0000000000034ed9 c94 01d7a166534acc65 C:\Users\eph31\AppData\Local\Logos\System\Logos.exe C:\WINDOWS\System32\KERNELBASE.dll ac902c6d-db88-4a93-b162-54a4bec49997 0 -
I am unclear what your answer means.
Just tried again ...
It might be best to ask for Logos Support
Dave
===Windows 11 & Android 13
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Hi Stephen,
I found your post because I was encountering the same symptoms. You don't happen to be running on a laptop with one screen resolution and external monitor(s) at a different resolution, do you?
The errors I'm finding in Event Viewer pointed me towards DPI settings.
Exception Info: System.InvalidOperationException
at System.Windows.Media.Visual.PointToScreen(System.Windows.Point)
at LDLS4.Startup.StartupWindow.UpdateMaxHeight()
at System.Windows.Media.Visual.SetDpiScaleVisualFlags(System.Windows.DpiRecursiveChangeArgs)
at System.Windows.Media.Visual.RecursiveSetDpiScaleVisualFlags(System.Windows.DpiRecursiveChangeArgs)...
I am running a laptop through a dock to a couple monitors running at a different resolution than the laptop monitor. I found that when I undocked the laptop and launched Logos 9 (which I rarely ever do), it launched fine.
I resolved it by telling the system to handle the DPI scaling for the application:
- Right-click on Logos.exe
- Select "Properties"
- Select the "Compatibility" tab
- Click "Change high DPI settings"
- Check "Override high DPI scaling behavior. Scaling performed by:" and select either "System" or "System (Enhanced)"
This resolved the issue for me. Like I said, I came across this thread when looking for information about the issue myself - I apologize if this is an unrelated issue, but it sounded similar enough to offer the solution I wound up with. I hope it's helpful!
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Justin,
Thx for taking the time to add a suggestion.
I have had a similar problem and similar solution as you describe with CorelDraw, but no go with Logos 9.
Glad to hear that you solved your issue.
Stephen
Australia
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Success!!
(With no thanks to Logos support.)
To help others with the same problem the issue was solved by re-installing Win10 by using the Microsoft Media Tool, and ticking "Keep all files and apps".
If, like me, you are doing this on a laptop, make sure it is plugged in. The whole process took about 3 hours.
Stephen
Australia
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