I cannot listen to some of my audio resources

They just don't load. They don't do anything. Even if I download them first. Happens on both iPhone and iPad (the resources play on my Mac). I have a case open with Logos and they admit this is a bug, gave no timeframe for a fix, and have stopped communicating with me on it...yes, they are totally ignoring me.

I've purchased Logos, purchased audio resources, I can't listen to them, Logos knows this, and they are ignoring me.

I'm just curious if anyone else has had this problem with audio files.

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Graham Criddle

I'm just curious if anyone else has had this problem with audio files.

I've not had this problem - can you give some examples of audio resources where this happens?

Tim Murray

https://community.logos.com/discussion/comment/1220169#Comment_1220169

The Heart of Christ in Heaven Towards Sinners on Earth

Following Jesus, the Servant King: A Biblical Theology of Covenantal Discipleship

Graham Criddle

https://community.logos.com/discussion/comment/1220170#Comment_1220170

I've just tried these on my iPhone and they both work fine.

What version of the app are you using? I have 9.15.0

Tim Murray

https://community.logos.com/discussion/comment/1220171#Comment_1220171

I'm always on the latest version. It's been happing for many months...probably in excess of a year.

Logos has reproduced it, and sent it to the developers.

I don't understand how a faith-based organization will take your money then ignore requests for help when there are issues with their product. I've seen a lot of posts on Logos failing short in the support area. This often happens when you're the only game in town. it's disappointing.

Graham Criddle

https://community.logos.com/discussion/comment/1220172#Comment_1220172

I'm always on the latest version. It's been happing for many months...probably in excess of a year.

Logos has reproduced it, and sent it to the developers.

It's very strange that it is affecting you and not me.

I would have asked about network connections but you say the same problems occurs when you download them.

But it's still worth checking if you have a realiable connection when trying to listen to them? I remember a bug that I came across some years ago where, even with the resources downloaded, a "handshake" was required between the mobile app and a Logos server when starting a new section. I just wonder if something similar is happening here.

SineNomine

https://community.logos.com/discussion/comment/1220172#Comment_1220172

I don't understand how a faith-based organization will take your money then ignore requests for help when there are issues with their product.

Logos has reproduced it, and sent it to the developers.

I know it's frustrating to have audiobooks you can't use on some of your devices, but you just contradicted yourself.

(On a tangential note, the company is Faithlife; Logos is a product line.)

Tim Murray

https://community.logos.com/discussion/comment/1220205#Comment_1220205

What’s the contradiction?

MJ. Smith

https://community.logos.com/discussion/comment/1220214#Comment_1220214

What’s the contradiction?

1. Logos ignores all requests for help.

2. Logos has reproduced the problem (can't be done if they are ignoring all requests for help)

3. Logos has sent the problem to the developers (implication of "to fix" - which also can't be done if they are ignoring all requests for help).

Logos may have been slower than you would like to find and identify the problem; they may have pushed more of the responsibility for identifying the problem onto you and the forums; they may even in some cases acknowledge the problem and state that they are not going to fix it because it affects so few users and the desired information is still findable other ways. Yes, I have once had them incorrectly refuse to help me because I didn't know how to convince them that a personal book problem was in their compiler not my document. On the other hand, I have spent 2 hours on the phone with 3 tech's of various expertise as we tracked down the source of a problem. And yes, like any company, sometimes their technical support gives bad advice or misunderstand the question. But my personal experience with them does not justify saying they ignore requests for help; on occasion, it has justified frustration.

Tim Murray

https://community.logos.com/discussion/comment/1220215#Comment_1220215

I'm not sure where you read "all requests for help." You should probably go back and re-read my post, and the question with my post.

In response to the rest of your message...

Is purchasing an audio resource, and not being able to listen to it, an acceptable condition to you?

If you bought a Kindle book but your Kindle was unable to access the book, you would be ok with this?

If you bought a movie to stream online but your device was unable to stream it, would that be ok with you?

There are lots of acceptable responses from Faithlife. "Sorry" is not one of them. How about this one..."We are sorry that you are unable to access these resources. Because we value you as a long term customer who has made a significant investment in our products, we would like to offer you a book credit or a refund of the resources while we work on this software defect."

But, to paraphrase my conversation with Faithlife, they've basically said "We know it's broken, we know you can't use these resources, we've sent it to the developers."

There has been no commitment to fix the code or to make this right in any way. Maybe you can help me understand how this is a godly way of handling this.

MJ. Smith

https://community.logos.com/discussion/comment/1220230#Comment_1220230

I'm not sure where you read "all requests for help."

I did not quote you ... I reworded to show you why a third person suggested you included a contradiction in your post.

Because we value you as a long term customer who has made a significant investment in our products, we would like to offer you a book credit or a refund of the resources while we work on this software defect."

They have a generous return policy which they appear to honor.

Maybe you can help me understand how this is a godly way of handling this.

I have no first-hand knowledge of what occurred. I am not foolish enough to make a moral judgement without the requisite information.

Joe McCune (Faithlife)

They just don't load. They don't do anything. Even if I download them first. Happens on both iPhone and iPad (the resources play on my Mac). I have a case open with Logos and they admit this is a bug, gave no timeframe for a fix, and have stopped communicating with me on it...yes, they are totally ignoring me.

I've purchased Logos, purchased audio resources, I can't listen to them, Logos knows this, and they are ignoring me.

I'm just curious if anyone else has had this problem with audio files.

Tim, I am sorry to hear of the frustration you have experienced with this problem.

I am sending you an email.