Notes Crashing In All Versions

Am I doing something wrong?

Whenever I attempt to make a new note either on my Windows platform app, my Mac or even on the web...I'm running into issues. Windows and Mac just crash completely.

The online app "Error: Unable to save note.
Please copy your note text to a local document, and check your internet connection."

The mobile app is still working normally, thank goodness.

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Comments

Ron Hilton

P.S. - I'm running version 31.3 and have only encountered this behavior in the past week.

Dave Hooton

Welcome Ron,

Whenever I attempt to make a new note either on my Windows platform app, my Mac or even on the web...I'm running into issues. Windows and Mac just crash completely.

Exactly how are you creating a note?

On Windows and Mac, please repeat the crash and upload some log files before you restart Logos (use the paperclip icon).

Ron Hilton

https://community.logos.com/discussion/comment/1286714#Comment_1286714

Whenever I click the button on the upper right "New Note", the whole program crashes. On Windows it just shuts down completely. On my Mac it sends a report to Apple with pages of log data. Should I send you that report?

I will try sending the Logos log files using the link you provided. I'm currently at work and will send it tonight.

And why am I receiving the error I described on the web platform?

I'm thankfully able to create a new note with the mobile app using my tablet. Once I've created it, I can then access it from the Windows and Mac versions. It's very odd and only been happening recently - which makes me think it has something to do with the update(s).

JT (alabama24)

https://community.logos.com/discussion/comment/1286764#Comment_1286764

On my Mac it sends a report to Apple with pages of log data. Should I send you that report?

No.

And why am I receiving the error I described on the web platform?

No idea. Are you using any VPN or web filters? Have you tried using a different internet connection?

Ron Hilton

https://community.logos.com/discussion/comment/1286765#Comment_1286765

First answer: OK, understood.

Second answer: Not sure about the VPN or web filters. I've used the internet connection I had at work and the one I have at home. Same result. At home I use a Firefox browser, at work I'm using Microsoft Edge. See attached on message I receive when clicking the "New note" button...

Ron Hilton

https://community.logos.com/discussion/comment/1286714#Comment_1286714

4135.Logos.zip

Young Jang

https://community.logos.com/discussion/comment/1286829#Comment_1286829

Notes are buggy right now, apparently from a few versions back. I wish I could roll back my Logos version, I depend on Notes a lot.

https://community.logos.com/forums/t/220822.aspx

Dave Hooton

https://community.logos.com/discussion/comment/1286829#Comment_1286829

4135.Logos.zip

The logged error needs to be evaluated by Faithlife experts.

Can you create notes from the book instead of using the tool?

Ron Hilton

https://community.logos.com/discussion/comment/1286835#Comment_1286835

I've sent the error log file to Faithlife via the recommended email address. I hope to hear from them soon. And thankfully I am able to start a new note with the mobile app through my tablet. Once the note is created, I'm able to access it from the regular platform.

Andrew Batishko

We have an open case to try and track down the cause of this crash. I've added a link to this thread in the case notes. Here is a set of steps which should allow you to get around the problem:

Make sure Logos is not running
Delete or rename this folder: C:\Users\Rhilt\AppData\Local\Logos\Documents\h4jc3ujm.ez2\UserPreferences2\
Start Logos while holding down the Ctrl key. You will be presented with a login screen. Click the "Work Offline" button.
Open the Notes tool and create a new note. Change the note icon on the new note.
Restart the application normally (which will run online). Wait for synchronization to complete (the spinning arrow in the main window toolbar).
Verify that you can create a new note without crashing.

Ron Hilton

https://community.logos.com/discussion/comment/1286869#Comment_1286869

Thanks Andrew! I received the response email earlier today. I'll try the suggested solutions and testing instructions when I get home tonight from work.

Ron Hilton

https://community.logos.com/discussion/comment/1286869#Comment_1286869

I've just did this suggesting fix and it worked for the first tries!

I will start a new note again tomorrow and make sure this fixed it and let you know! Thanks!

Ron Hilton

https://community.logos.com/discussion/comment/1286869#Comment_1286869

The issue appears to have been resolved with this fix! Thanks!