Possible sync file corruption causing crash (40.0 Beta 1, WIN)

Tim Hensler
Tim Hensler Member Posts: 1,544 ✭✭✭
in Beta Desktop App Forum

My laptop went into hibernation with the Logos app open. Ever since coming out of that, Logos crashes shortly after launching when online. (Clicking on a different tab in the same panel is all it takes to lock-up then close, though if I wait, it will crash on its own.) It does not crash if I work offline. I don't have any problems with other apps. I suspect a Logos file got corrupted.

Logs are attached below. Can you tell me if a sync file needs to be deleted that will automatically be rebuilt when Logos launches again?

Crash logs after clicking on a different tab in the same panel.zip

Comments

  • Bradley Grainger (Logos)
    Bradley Grainger (Logos) Administrator, Logos Employee Posts: 12,037

    Can you zip up this folder and post the zip file in a reply here?

    C:\Users\timhe\AppData\Local\Logos\Shared\Errors

    Then delete that folder and see if you can successfully launch the app.

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭

    Done, but it did the same thing - Logos launched then closed about 20 seconds after the layout was rendered without any action on my part.

    FYI, late yesterday I managed to update to Beta 2.

    Requested and new Log files attached:

    The "LogosSharedErrorsFolder.zip" is the zip file you requested, taken before the above test.

    The "Beta2Crash250205.0507.zip" was taken after the above test.

    LogosSharedErrorsFolder.zip
    Beta2Crash250205.0507.zip

    Thank you, @Bradley Grainger (Logos), for your help.

  • Bradley Grainger (Logos)
    Bradley Grainger (Logos) Administrator, Logos Employee Posts: 12,037

    We're still not sure what is causing this.

    If you hold down Ctrl to open to a blank layout, does Logos still crash within 20 seconds? If not, please open the same layout and let us know if it crashes after that. (How big is the layout? Would it be possible to narrow it down to one of the panels in the layout, if it is the layout that is crashing?)

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭
    edited February 6

    Early on, I did hold down Ctrl to open to a blank layout, both on line and off line, hoping it would clear something and get back to normal. But neither solved the problem.

    I experimented with different layouts but it crashed with all combinations, including blank layouts when I do some action.

    I was also hoping it would get solved by updating to Beta 2 (not expecting a problem with the app, but that through the process, the problem element would be cleared or replaced), but no change.

    I just now held the Ctrl to open to a blank layout online. I waited about a minute after the blank layout rendered and nothing happened. I clicked on the library icon and waited. The window opened, but did not display the library. Twenty seconds latter, Logos closed on its own.

    Logs attached:

    Crash250205.1739.zip

    FYI, Logos works fine offline. I use the web app for AI functions.

    Thanks again for your help.

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭

    Hi @Bradley Grainger (Logos). Any update on this? I can't download Beta3 or books that I have purchased because Logos crashes before it can complete the download. I've been tempted to reinstall Logos but didn't do it in case you needed me to test something or provide more files.

  • Bradley Grainger (Logos)
    Bradley Grainger (Logos) Administrator, Logos Employee Posts: 12,037

    Sorry @Tim Hensler I'm still pretty stumped. Maybe one more thing to try before reinstalling.

    Please download ProcDump from https://learn.microsoft.com/en-us/sysinternals/downloads/procdump

    Then, from a Command Prompt (Terminal) run:

    procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe

    When Logos crashes, it should write a (possibly large) dump file to the folder you ran ProcDump from. Please zip and upload that here (or to Google Drive and provide a link, if it's too big for the forums).

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭

    Hi @Bradley Grainger (Logos). I think I followed your instructions correctly, but it didn't work. Below are the steps in Terminal (actually launched as PowerShell). I monitored the activity with Task Manager but no process or service with the name "procdump" ever appeared. It basically ignored my attempt to run the program (after the initial error when I didn't enter the command line within quote marks - I don't remember having to do that before! Also, there was never a dump file in the folder that I ran procdump from.

    I noticed that the procdump download included 3 EXE files. I ran all three versions, all with the same results. (procdump.exe; procdump64.exe; procdump64a.exe)

    What am I doing wrong?

    PS C:\Users\timhe\downloads\procdumpv11.0\procdump> procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe
    procdump.exe : The term 'procdump.exe' is not recognized as the name of a cmdlet, function, script file, or operable
    program. Check the spelling of the name, or if a path was included, verify that the path is correct and try again.
    At line:1 char:1

    • procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Log ...
    • + CategoryInfo : ObjectNotFound: (procdump.exe:String) [], CommandNotFoundException
      + FullyQualifiedErrorId : CommandNotFoundException

    Suggestion [3,General]: The command procdump.exe was not found, but does exist in the current location. Windows PowerShell does not load commands from the current location by default. If you trust this command, instead type: ".\procdump.exe". See "get-help about_Command_Precedence" for more details.
    PS C:\Users\timhe\downloads\procdumpv11.0\procdump> "procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe"
    procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe
    PS C:\Users\timhe\downloads\procdumpv11.0\procdump>

  • Dave Hooton
    Dave Hooton MVP Posts: 36,007

    @Tim Hensler What am I doing wrong?

    PS C:\Users\timhe\downloads\procdumpv11.0\procdump> procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe

    Launch a Command Prompt by typing CMD in Windows Start menu or Search box. It should open to

    C:\Users\timhe >

    Then paste:

    downloads\procdumpv11.0\procdump\procdump.exe -accepteula -ma -e -64 -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe

    I inserted -64 for a 64 bit process. Note that Logos will be launched by this command and logging will continue until it crashes. I tested the command with some different arguments to ensure it produced a dump file.

    Dave
    ===

    Windows 11 & Android 13

  • Bradley Grainger (Logos)
    Bradley Grainger (Logos) Administrator, Logos Employee Posts: 12,037

    @Tim Hensler With PowerShell, you have to explicitly tell it if you want to run a program from the current directory. Use:

    .\procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe

    Note the leading .\

  • Bradley Grainger (Logos)
    Bradley Grainger (Logos) Administrator, Logos Employee Posts: 12,037

    I inserted -64 for a 64 bit process.

    That's only relevant for running a 32-bit process on 64-bit Windows. Logos is always 64-bit, so this doesn't apply.

    From the docs:

    By default ProcDump will capture a 32-bit dump of a 32-bit process
    when running on 64-bit Windows. This option overrides to create a
    64-bit dump. Only use for WOW64 subsystem debugging.

  • Dave Hooton
    Dave Hooton MVP Posts: 36,007
    https://community.logos.com/discussion/comment/1358381#Comment_1358381

    When I read the help it was interpreted as "By default Procdump will capture a 32-bit dump of a 32-bit process. This option overrides to create a 64 bit dump for 64 bit processes"! WOW!

    Dave
    ===

    Windows 11 & Android 13

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭
    edited February 19

    @Dave Hooton, @Bradley Grainger (Logos) - thank you for your help.

    I finally had an opportunity to run ProcDump, which ran fine (it opened Logos and had lots of data scrolling in the CMD window, then Logos crashed and ProcDump ended), but I didn't find the dump file in any of the following folders. Where would I find it?

    • C:\Users\timhe
    • C:\Users\timhe\AppData\Local\Logos
    • C:\Users\timhe\Downloads\ProcDumpv11.0
    • C:\Users\timhe\Downloads\ProcDumpv11.0\Procdump

    Attachments:

    • "Procdump.zip" is the data that scrolled down the CMD screen during the test.
    • "Logos logs after ProcDump.zip" are the Logos log files taken after ProcDump finished.

    FYI, this test was done with Logos v40b3.

    Procdump.zip
    Logos logs after ProcDump.zip
  • Bradley Grainger (Logos)
    Bradley Grainger (Logos) Administrator, Logos Employee Posts: 12,037

    According to ProcDump, the program didn't crash, just exited:

    [07:55:43] Process Exit: PID 19564, Exit Code 0x80131623
    
[07:55:43] The process has exited.
    
[07:55:43] Dump count not reached.

    That's why no dump file was written.

    It looks like you might have specified the -64 command-line switch. Don't do that. Try again with just -ma -e -x . and see if that works.

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭

    I'm sorry, but I got the same result.

    My command line:

    C:\Users\timhe\Downloads\ProcDumpv11.0\Procdump>.\procdump.exe -accepteula -ma -e -x . C:\Users\timhe\AppData\Local\Logos\System\Logos.exe

    (Procdump would not execute unless I started in the same folder as procdump.exe)

    It goes through the same process (open Logos, then logos closes and procdump ends). Results:

    [12:50:46] Process Exit: PID 27904, Exit Code 0x80131623
    [12:50:46] The process has exited.
    [12:50:46] Dump count not reached.

  • Bradley Grainger (Logos)
    Bradley Grainger (Logos) Administrator, Logos Employee Posts: 12,037

    At this point I'm still not sure what's going on and I'm out of next steps to try. Since no one else is reporting a similar problem, it may very well be specific to your installation. Go ahead and try a reinstall to see if that fixes it.

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭

    Roger that. Sorry we didn't find it. I really do appreciate your effort on this. I'll reinstall sometime the next few days and post the results here.

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭

    Reinstalling Logos solved the problem.

  • Dave Hooton
    Dave Hooton MVP Posts: 36,007

    Well, we got to know all about Procdump as a side benefit😜

    Dave
    ===

    Windows 11 & Android 13

  • Tim Hensler
    Tim Hensler Member Posts: 1,544 ✭✭✭

    😉

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