Support woes

https://community.logos.com/discussion/comment/34000#Comment_34000

I tried that when I was seeking help on the forums. I went to tech support after seeking help on the forum.

I still don't have a solution. They are emailing a disk to me to see if it will recognize and sync resources when I install from a disk. I was hoping they would be more knowledgeable.

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/34022#Comment_34022

Hi Kevin,

I've been helping DavidBrown01 with a similar issue at http://community.logos.com/forums/p/3351/33736.aspx#33736. If you follow those instructions and post a log file here, I'll take a look and see if I can identify the problem and find a solution.

Randall Hartman

https://community.logos.com/discussion/comment/34144#Comment_34144

I upgraded to Platinum and also have resources missing. I emailed tech support who wrote me back and told me...well, here is a copy of the response I got:

Dear Logos Customer,

Thank you for emailing us. Right now, we are experiencing an influx of
emails due to the release of our new software version, Logos 4.

If your question needs to be answered immediately and you are able to
please call us. Customer Support has extended hours for the month of
November and we are available Monday-Saturday from 6am-9pm Pacific
Time and we can be reached at 1-800-875-6467.

If you are not able to call or if you have other questions about Logos
Bible Software 4, we have dozens of training videos on our website and
those can be viewed at http://www.logos.com/videos.

However, if that does not answer your question, we have forums on our website (http://community.logos.com/forums/)
where users of the software post questions and also have their
questions answered by fellow users of the software as well as Logos
employees.

If by watching the videos or posting your question on the forums does
not answer your question, then let us know either by phone call or
email and we will reply to your question as soon as possible.

Tech Support

1-800-875-6467 or 1-360-527-1700

I replied by telling them there was no hurry in getting a reponse and that I am active on the forum. While I am content to wait until support gets caught up, it is a tad bit annoying. Frankly, it does make we wonder what else might be missing. It is really my responsibility to do a resource by resouce check off to make sure Logos comes through? (Btw, the one resource I am certain is missing is the theology set by Pannenberg.)

Not complaining, just sharing my own experience regarding missing resources.

Kevin Taylor

https://community.logos.com/discussion/comment/34156#Comment_34156

Randy,

After reading your post I checked the list of resources [as I just upgraded to L4 Plat] and Pannenberg is not included with our set. Pannenberg is included in Portfolio only unless you had it as an existing resource.

https://community.logos.com/discussion/comment/34144#Comment_34144

How do I attach the zip file to my post?

https://community.logos.com/discussion/comment/34144#Comment_34144

Bradley,

How do I attach a zip file?

Robert Pavich

https://community.logos.com/discussion/comment/34269#Comment_34269

use the little "film strip" icon for any media....

Harry Hahne

https://community.logos.com/discussion/comment/34000#Comment_34000

id they have you run the "update resources" command in Logos? (It does more thorough checking than the "update now" command

It is too bad that when you enter Update in the Command Bar, Update Resources is not even listed. Update Now comes up, but Update Resources only appears when you type the whole command. Command completion suggestions should offer all available commands if you type part of a command.

Does Update Now only update the software?

https://community.logos.com/discussion/comment/34276#Comment_34276

4113.Logos Log Files.zip">http://community.logos.com/cfs-file.ashx/__key/CommunityServer.Discussions.Components.Files/76/4113.Logos-Log-Files.zip:550:0]

this is not working

Dave Hooton

https://community.logos.com/discussion/comment/34276#Comment_34276

It is too bad that when you enter Update in the Command Bar, Update Resources is not even listed.

For good reason. It is a support level tool intended for use when directed by Logos tech!

https://community.logos.com/discussion/comment/34278#Comment_34278

4113.Logos Log Files.zip">http://community.logos.com/cfs-file.ashx/__key/CommunityServer.Discussions.Components.Files/76/4113.Logos-Log-Files.zip:550:0]

this is not working

The link is "good" but it's ruined by the 550:0 at the end so....

http://community.logos.com/cfs-file.ashx/__key/CommunityServer.Discussions.Components.Files/76/4113.Logos-Log-Files.zip

https://community.logos.com/discussion/comment/34907#Comment_34907

Thanks Thomas.

https://community.logos.com/discussion/comment/34952#Comment_34952

I'm here to help. [y]

Nick Watson

https://community.logos.com/discussion/comment/34156#Comment_34156

(Btw, the one resource I am certain is missing is the theology set by Pannenberg.)

I'd noticed this was 'missing' too - when I was comparing resources in the various collections it was one I was excited to see was in Platinum - I thought. It was a factor in my decision to upgrade (though in fairness I'm pretty sure I'd have done so anyway!) Realising that it wasn't there a few days ago I checked and the page shows it only in the portfolio edition.

I've been assuming that I'd made a mistake, and this still seems most likely [:$] - but Randy's comment made me wonder if it was included in error on early versions of the page and then removed once the error was spotted. Any ideas?

Nick

https://community.logos.com/discussion/comment/34960#Comment_34960

I don't recall seeing it earlier so I looked. Right now anyway Pannenberg’s Systematic Theology (3 Vols.) is on Portfolio collection.

http://www.logos.com/comparison

Martin J Webster

My understanding is that the support staff at Logos had no training on L4.

It appears that very few of Logos staff knew of the release of L4 until the morning of November 2!

When I calle to get help, I was told to view the videos and look at the forum!

Robert Pavich

https://community.logos.com/discussion/comment/34975#Comment_34975

My understanding is that the support staff at Logos had no training on L4.

It appears that very few of Logos staff knew of the release of L4 until the morning of November 2!

When I calle to get help, I was told to view the videos and look at the forum!

Martin,

With this being "in the works" for 4 years....it would seem that this is a little bit of exaggeration...

They might have been "less than stellar" in some cases...but really ....

NO training?

DIDN'T realize that their own company was releasing software?

Sorry but something doesn't smell right with that scenario....

Where did you get that info?

https://community.logos.com/discussion/comment/34975#Comment_34975

My understanding is that the support staff at Logos had no training on L4.

This is, I think only partially true.

I have some suspicions that a large portion of the current support staff are temps (I don't know this, I only think it makes sense). I believe you'll get some staffers who work at Logos and know the program well - and the temps, well not so much.

Thanks to Robert Pavich, Philip Spitzer, Damian McGrath and a good number of others, the response times in the forums has been quite low compared to the phones and email.

The only downsides to the forums are that:

A) they are hard to search. Fix that by using google and limiting to site as in: my search term site:community.logos.com

most threads get hijacked by myself and the same crew and we start calling each other names. as in, "Philip is a big meany head." [:p]

Nick Watson

https://community.logos.com/discussion/comment/34982#Comment_34982

On the substance of the thread - I had great support when I called on the second day of release with what turned out to be an obscure incompatibility issue (with software to manage my Nokia phone). I was passed on quickly to the appropriate person, who used remote access to work my system and find the problem. Within a few days an update had fixed it.

While I got a bit frustrated in the process, I won't fault the support I had; excellent service in my case, at least.

Nick

https://community.logos.com/discussion/comment/34984#Comment_34984

Thanks to Robert Pavich, Philip Spitzer, Damian McGrath and a good number of others

thou art being modest.

https://community.logos.com/discussion/comment/35046#Comment_35046

thou art being modest.

It seemed fitting for a Bible software forum.

Funny thing about humility though. As soon as someone points it out, it's gone.

<grumble> now where is my bigger hat?</grumble>

https://community.logos.com/discussion/comment/35058#Comment_35058

<grumble> now where is my bigger hat?</grumble>

Here ya go. This should help you get your humility back.

Martin J Webster

https://community.logos.com/discussion/comment/34982#Comment_34982

One of the support staff I spoke to knew very little of L4 and could not answer my questions.

To say "no training" is perhaps not right, but certainly there was a clear lack of knowledge on the part of those I spoke to.

The lack of training videos is also an indictor that the release could have been better prepared.

It is certainly appreciated that with any new product there will be a learning curve for support staff but I am rather disappointed in L4 and for the time being could not recommend it to anybody.

It appears that by the end of the second quarter of 2010 things will be better and that will be good.

https://community.logos.com/discussion/comment/35068#Comment_35068

The lack of training videos is also an indictor that the release could have been better prepared.

You mean these: http://www.logos.com/videos ?

It appears that by the end of the second quarter of 2010 things will be better and that will be good.

Yeah, good stuff is coming down the pipe. And I personally think that the 2nd quarter estimates on the "what's missing" page are larger than expected estimates.

https://community.logos.com/discussion/comment/35068#Comment_35068

To say "no training" is perhaps not right, but certainly there was a clear lack of knowledge on the part of those I spoke to.

Again this is going on an assumption of Temp hire, but I can speak as a former Temp on a help desk. I was given a 1 hour crash course and a word doc of standard responses. this on a product that was continually being updated right up to the launch made it really tough on these temp workers and the Logos regulars. I commend them all for their effort and say a hearty thanks.

https://community.logos.com/discussion/comment/35064#Comment_35064

Here ya go. This should help you get your humility back.

Thanks Philip. Avatar updated.

https://community.logos.com/discussion/comment/35080#Comment_35080

Here ya go. This should help you get your humility back.
Thanks Philip. Avatar updated.

any time.

Ronald Quick

https://community.logos.com/discussion/comment/35077#Comment_35077

I called tech support a couple days ago and the person I talked to did have to put me on hold several times to get the answers she needed. It took several different tries to help me install L4 properly, she was always pleasant and patient, and we were finally successful.

I have no complaints.

Robert Pavich

https://community.logos.com/discussion/comment/35046#Comment_35046

Thanks to Robert Pavich, Philip Spitzer, Damian McGrath and a good number of others

thou art being modest.

Guys,

I usually make a lot of jokes and it's hard for me to be serious but I will be serious now.

I've not only learned a great deal technically from you all, but a lot about the Christian spirit, and had some good (online anyway) fellowship.

I appreciate you all.

bob

https://community.logos.com/discussion/comment/35123#Comment_35123

Back at ya Robert.

Greg Howard

https://community.logos.com/discussion/comment/34171#Comment_34171

Pannenberg indeed shows as being included only with Portfollio on the online comparison. However, the "Buy Now" link takes you to the comparison and contains a link for a printable pdf version which indicates Pannenberg as being included with both Porfollio and Platinum. Since you guys have Platinum and don't have it, I suppose the pdf is in error.

Martin J Webster

https://community.logos.com/discussion/comment/34984#Comment_34984

Thanks for your comments.

I do appreciate the efforts that Logos is making during November!.

https://community.logos.com/discussion/comment/35255#Comment_35255

I've been w/o the ability to use L4 since Mon. AM. It crashed once again on me when I was trying to move something to the "short cut bar". It has failed to run since. I called support on Monday... Got a nice young lady who had to put me on hold while she went to talk to someone else (not a prob.)... but then informed me that I needed the Vista SP2 update.... so.... I spent 2 days (not whole days had other things going on also) trying to get my """wonderful""" windiow Vista updated and ran into some difficulties...

I did manage to get it up to SP2... but L4 STILL does not work,... it was NOT the issue and I feel like they knew that but were just wanting to buy some time with my problem and so I got the SP2 response.... and I have not received an email back from this morning to CS tech.

I know they are CRAZY busy and having to deal with all "kinds" of people (nice and the not so nice)... I am not "mad" but... would certainly like for my L4 to be working!

I still hope I can get a solution that doesn't include re-downloading and re-indexing... [:'(]

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/35274#Comment_35274

I've been w/o the ability to use L4 since Mon. AM. It crashed once again on me when I was trying to move something to the "short cut bar". It has failed to run since.

I don't know if it will help your specific situation, but SR-6 (which we are planning to release today or tomorrow) will include a fix for a crash at startup due to invalid shortcuts.

https://community.logos.com/discussion/comment/35307#Comment_35307

I don't know if it will help your specific situation, but SR-6 (which we are planning to release today or tomorrow) will include a fix for a crash at startup due to invalid shortcuts.

YES! I believe that is exactly what I need... Good news! TYTY!

https://community.logos.com/discussion/comment/35329#Comment_35329

Next question then... how can I install SR-6 w/o a runable L4?

Todd Phillips

https://community.logos.com/discussion/comment/35331#Comment_35331

Next question then... how can I install SR-6 w/o a runable L4?

The latest version can always be installed from this URL:

http://downloads.logos.com/LBS4/LDLS4Installer/Logos4Setup.exe

https://community.logos.com/discussion/comment/35335#Comment_35335

Ty Todd, Yr a SAINT! [Y]

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/34278#Comment_34278

4113.Logos Log Files.zip">http://community.logos.com/cfs-file.ashx/__key/CommunityServer.Discussions.Components.Files/76/4113.Logos-Log-Files.zip:550:0]

this is not working

Hi Kevin,

Please upgrade to SR-6 and run "update resources" again.

The harmonies, lectionaries, Biblical People etc. in Logos 4 are completely redone resources, and not just "ports" of the LDLS3 data files. A crossgrade to a LE collection is required to access them.