Please help. Very unstable.
2275.Logging.zip
Lankford - Sorry you are having troubles. [:S]
To my uneducated eye, it looks like you might have a corrupt database… maybe the index file… but I think Logos will have to advise you better. Your logs indicated that Logos had difficulties opening a database, but it says <file unknown> which doesn't help us much. [:(]
Of course, I could be completely wrong too! Have you tried something as simple as starting to a blank layout (press and hold command key immediately upon startup… then check appropriate box) or reinstalling the engine?
Hi Lankford,
There are a few things that could be happening here. I'm going to email you to go over them with you.
Hi Lankford, There are a few things that could be happening here. I'm going to email you to go over them with you.
I'm wondering — given that there are dedicated and intelligent users in the forum helping other users, and thereby indirectly Logos by taking load off Logos support staff — that if there is information which is general and useful for getting to the bottom of problems (especially working out just which DB file has problems) that that could be shared (here) with those users who are undertaking this effort.
Basically, can we know as well what things to do/check for... or is it too proprietary? If so, no problem, please just advise. Then for any cases where logs say things like "can't open {unknown} database file" we'll just immediately bounce forward people to Logos support.
Hi Lankford, There are a few things that could be happening here. I'm going to email you to go over them with you. I'm wondering — given that there are dedicated and intelligent users in the forum helping other users, and thereby indirectly Logos by taking load off Logos support staff — that if there is information which is general and useful for getting to the bottom of problems (especially working out just which DB file has problems) that that could be shared (here) with those users who are undertaking this effort. Basically, can we know as well what things to do/check for... or is it too proprietary? If so, no problem, please just advise. Then for any cases where logs say things like "can't open {unknown} database file" we'll just immediately bounce forward people to Logos support.
I tend to not like troubleshooting issues that I find in the forums over email if I'm not 100% sure of the problem for a few reasons.
In Lankford's case I think the issue might be the milestone index that is the problem, but I'm not 100% sure. We may need to have the library re-discovered, but again I'm not 100% sure.
I tend to not like troubleshooting issues that I find in the forums over email if I'm not 100% sure of the problem for a few reasons. Specifically to your point about there being dedicated and intelligent users in the forums, you are correct there are, but not all are. I don't want some troubleshooting step, or even a step that ends up fixing the issue, be used incorrectly by someone else who thinks they have the same issue, but for whom the particular piece of advice is inappropriate for them. I believe there was a time in the past when advice for one issue was incorrectly applied to another which did not resolve the problem. Occasionally I need the customer call us and talk to, and hopefully allow a level two technician to connect to their machine to see what is going on. In Lankford's case I think the issue might be the milestone index that is the problem, but I'm not 100% sure. We may need to have the library re-discovered, but again I'm not 100% sure.
I can fully understand your caution, and I would agree. I should have clarified my statement (sorry) by saying specifically what was in my mind which was — once a solution is reached to share what the cause was and what was the resolution, to educate those persons attempting to help others.
You're right in your statement... "not all are [...] intelligent users" don't worry — joking [:D] I know what you mean.
I would say further though, that even highly intelligent users, if they don't have relevant information & knowledge, can 'blunder' about and perhaps make things worse. But then on the other hand (it seems to me) that a 'self help' mentality is fostered and encouraged in the forums. So if there is this resource (users) there supporting others it would be good to ensure that the resource is being used well — perhaps with some guidelines, some basic steps to follow.
If the basic investigation steps don't work then clearly it means escalating it to Logos support.
Of course it would be handy if the logs were a bit clearer in saying what was the issue — for example saying which database was being opened when Logos crashed and so on.
I don't want some troubleshooting step, or even a step that ends up fixing the issue, be used incorrectly by someone else who thinks they have the same issue, but for whom the particular piece of advice is inappropriate for them. I believe there was a time in the past when advice for one issue was incorrectly applied to another which did not resolve the problem.
I know of a new forum user last week who deleted his index.db because that was a solution for another user… After hours of reindexing… it wasn't the issue at all. He had seen the "solution to the crash" in another thread and took someone else's medicine. I think that many users see a symptom (crash) and assume that it must have the same cause as another user. You often see "me too" posts only to discover the issue was completely unrelated. I wish I new how to read logs better… and pray I don't give out bad advice. [;)]
and pray I don't give out bad advice.
Praying's good [8-|]
You're right in your statement... "not all are [...] intelligent users" don't worry — joking I know what you mean.
Thank you for seeing past my poor use of language to what I really meant. My post went through a few revisions, and some rearrangement of text, and I think that particular sentence was missing the rest of what I meant and I hit send before it was finished. What I meant was not all are able to recognize what the actual issue is. This is more or less what you said here:
I would say further though, that even highly intelligent users, if they don't have relevant information & knowledge, can 'blunder' about and perhaps make things worse.
That being said, Alabama's example is exactly the event I try to avoid. We try to avoid giving advice that would allow the desired customer, or anyone else, to take that advice and damage their system in anyway.
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I new how to read logs better… and pray I don't give out bad advice.
FWIW, I've never seen you give out bad advice that I can think of.
I new how to read logs better… and pray I don't give out bad advice. FWIW, I've never seen you give out bad advice that I can think of.
Tell that to my wife. 😃
Thanks all for the help. I have made the changes Tommy sent in an email and testing to see if this solves my issue. So far so good.
Please let us know what you did if it is successful..
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