My New Purchased Items Won't Download!

Yesterday I purchased resources and I can't get them to download. In
the morning, I purchased some items and they downloaded without a
problem when I restarted Logos.

Then, last night I purchased 5 more resources, and I see them as
purchased, got a confirmation email with a link on how to download them,
but they are not in the "resources to download section." Also, I went
into logos and typed the "update resources" command and it tells me that
I have no resources to update. I NEED MY ITEMS ! What can I
do...Customer support is closed! I sent them an email but I sure could use my resources before Monday!

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Comments

JT (alabama24)

Did you try the "update now" command? Did you sort your library by "last updated" to see if they did download? What resources are they? Are you using L4 Windows? Which version?

Ken McGuire

I have found that if I purchase resources while Logos is already running that "update resources" will not catch it. If I restart Logos, it seems to check my library with the servers when logging in and that usually catches it.

Cynthia in Florida

https://community.logos.com/discussion/comment/335387#Comment_335387

Thank you for your response!

Yes, I did do the update resources command...nothing.

I sorted by "last updated" and they didn't download. They don't show as an available download in my account section, even though they show as a purchase. I am Using L4 Windows, which was updated last week and is causing me some freezing issues which I was going to report on Monday.

The resources I purchase are:

The Synthetic Bible

The Hi Def Commentary on Philippians

God's Plan for Israel

Standing United in Joy (a commentary)

The Prison Epistles: (Its a bible study course for credit)

Prison Epistles: Colossians, Philemon, Ephesians, and Philippians: BSB Level 1 [BIB 117]

The Discipline of Mercy (Which is the one I REALLY need right now!)

Thanks again for your help!

Cynthia in Florida

https://community.logos.com/discussion/comment/335388#Comment_335388

Yup, I did that too! I purchased them last night, logged out of Logos, logged back in this morning and still nothing!

JT (alabama24)

https://community.logos.com/discussion/comment/335393#Comment_335393

Cynthia - I am running out of ideas outside of reinstalling the software (don't uninstall - just install the engine again - otherwise you will lose your resources & indexing). You could try to rebuild your index, but I would advise against that without a techie telling you to.

Just to double check though... Did you type "update resources" or "update now". You should try the later first.

Here is a link to the wiki about installation. If you have any questions, feel free to ask. (Are you on Windows or Mac? Stable or Beta?)

http://wiki.logos.com/Installation_and_Indexing_FAQ$27s

Rich DeRuiter

https://community.logos.com/discussion/comment/335393#Comment_335393

Yup, I did that too! I purchased them last night, logged out of Logos, logged back in this morning and still nothing!

If you look at your account > orders at Logos.com (click here, if you're logged in), do you see your recent purchases (both the ones that downloaded and the ones that didn't)?

If you don't, you may have purchased some resources with a different user ID. In that case, it will take someone in customer service to straighten
that out for you. I don't know if anyone from CS is available today, so,
if that's the problem, you might have to wait until Monday.

If you do, there is another problem. Last weekend there was a problem with the Logos store that seems to have been fixed, but the symptoms are similar to what you're reporting. Hopefully Bradley Grainger will see this thread and look into it (he was in the forums earlier today, and fixed the issue last week). If he isn't able to fix it, you may have to contact CS or sales on Monday to get it straightened out.

From the U.S. & Canada the 800 number on the web site works (don't know about other countries). Other contact info is available on the Logos web site as well.

Bradley Grainger (Logos)

Yesterday I purchased resources and I can't get them to download.

What can I
do...Customer support is closed! I sent them an email but I sure could use my resources before Monday!

I looked at your order history, and found that your latest order failed to unlock. I tried to unlock it manually, but was just given the somewhat unhelpful error "Failed to unlock resources."

Unfortunately, I can't help you any further, but will pass the information on to the developers for the unlock system, who can take a look at in on Monday; I apologise for the inconvenience of having to wait for your new purchase.

Rich DeRuiter

https://community.logos.com/discussion/comment/335481#Comment_335481

I looked at your order history . . .

Thanks for doing this for her Bradley.

You're a pretty good guy.

Hope you know that.

Cynthia in Florida

https://community.logos.com/discussion/comment/335514#Comment_335514

Okay guys! Just looked into your responses. Yup, I did do the "update now" and the "update resources". Thanks Brad for your help. I appreciate your effort. Looks like I will have to wait until Monday. I am working like crazy on stuff for next week and really hoped to use those resources, but...Oh well...can't get upset about things you can't control.

Again, I have to say THANK you to each of you for your effort in helping me. I'm sure they will get it figured out on Monday. Have a blessed weekend and may God bless your times of worship!

David Ladiges

Cynthia,

I happened to see this post today and took a quick look at the problem. It looks like there was a miscommunication on the resource Disciplines of Mercy as that doesn't appear to be a released product yet even though it is set as such on the web site. Marketing will straighten that out Monday, but for the rest of the resources, I have unlocked those to your account.

Rich DeRuiter

https://community.logos.com/discussion/comment/335541#Comment_335541

Thanks for doing that for her David.

You're a pretty good guy too. [;)]

Cynthia in Florida

https://community.logos.com/discussion/comment/335541#Comment_335541

It figures that it was the MERCY one I wanted this weekend and that is the one that can't be unlocked! LOL I just have to laugh at the irony of that.

Regardless, I thank you so much for your help and will go download the other now. Your effort in clearing this up for me is greatly appreciated! BLESSINGS!