Device not downloading resources listed for download on desktop

Erwin Stull, Sr.

Some issues with device not downloading/syncing resources. The Samsung GT-P3113 is registered on the Logos network, however, the resources clicked on the desktop do not download to the device and also, the Study Bible app is not showing on the desktop or account page, although I have it on the device. The reading plans, resource count, and notes are listed on the device.

I'm running L6 Beta 1 on the desktop, and Version 4.4.4 on the device. I have Bible, Study Bible, and Vyrso.

Here are some screenshots to help me explain this. Thanks

On my account page

On the L6 Desktop

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Same thing here. "Download to" does not push the selected books to my devices. Also downloading books on my devices is not reflected in my Library in the "Download to" section.

Kevin Byford (Faithlife)

Can you both please send us your device logs so we can take another look?

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659578#Comment_659578

Can you both please send us your device logs so we can take another look?

Thanks Kevin; I just sent mine from Bible, Study Bible, and Vyrso. For the description, I wrote "Please reference thread /forums/t/94921.aspx".

https://community.logos.com/discussion/comment/659578#Comment_659578

Can you both please send us your device logs so we can take another look?

For some reason my log file on my Android tablet is empty (again). There is no information in the log.txt file generated by the Bible app. I don't have Vyrso installed on my tablet.

I did send in the log generated from my Samsung Galaxy Note 3.

https://community.logos.com/discussion/comment/659682#Comment_659682

How do I activate log file for android please?

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/659688#Comment_659688

How do I activate log file for android please?

Under the Help menu there is a Send Support Info link which will send us your log information should a problem occur on your device that we can't otherwise debug. Sometimes the logs help, other times not. This doesn't "activate" the log file but simply sends it to us.

https://community.logos.com/discussion/comment/659688#Comment_659688

How do I activate log file for android please?

I don't think there is a specific way to "activate" it. Tap on the blue Bible icon in the top left side, then go down to "Help" and select "Send Support Info".

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/659695#Comment_659695

Incidentally, logs by themselves usually mean nothing without some context to go with them. We often have customers use "Send Support Info" without telling us anything about what problem(s) they are experiencing, and sometimes we'll get multiple logs sent by the same customer on the same day without any information on why they've sent them.

So, when using this feature please explain in the email what you were doing and what isn't working.

https://community.logos.com/discussion/comment/659697#Comment_659697

Thanks folks. Found it OK. Thanks for the additional information also Kevin.

Putting my pessimistic hat on I doubt if there will be anything of interest!

John

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/659706#Comment_659706

Thanks folks. Found it OK. Thanks for the additional information also Kevin.

Putting my pessimistic hat on I doubt if there will be anything of interest!

John

Thanks for sending this. There appears to be a sync issue somewhere but we haven't tracked down why, and it only appears to affect Android beta users at this point. Have you restarted both the mobile app and the Desktop app to see if anything changes?

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659708#Comment_659708

Thanks folks. Found it OK. Thanks for the additional information also Kevin.

Putting my pessimistic hat on I doubt if there will be anything of interest!

John

Thanks for sending this. There appears to be a sync issue somewhere but we haven't tracked down why, and it only appears to affect Android beta users at this point. Have you restarted both the mobile app and the Desktop app to see if anything changes?

I just logged back on. Did you get my log files from the device as well?

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/659738#Comment_659738

I just logged back on. Did you get my log files from the device as well?

Yes, all three of them.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659742#Comment_659742

I just logged back on. Did you get my log files from the device as well?

Yes, all three of them.

Great. [:)]

https://community.logos.com/discussion/comment/659708#Comment_659708

Have you restarted both the mobile app and the Desktop app to see if anything changes?

It didn't help in my case.

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/659752#Comment_659752

Have you restarted both the mobile app and the Desktop app to see if anything changes?

It didn't help in my case.

We've got multiple threads on this issue - I've already written up a case for the dev team (please see https://community.logos.com/forums/p/94186/659569.aspx#659569 ).

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659578#Comment_659578

Kevin, I'm not sure if this will help, but my SGH-T889 phone in which I have had the same configuration for some time now, works and syncs fine. I can add resources from the desktop and they will download to the phone. If I remove a resource, it will remove from the phone as well.

The problem occurred when I factory reset my tablet (GT-P3113) and reinstalled everything. Prior to that, the tablet functioned just as the phone.

If you would like logs from the phone to possibly compare, let me know.

Thanks

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/659767#Comment_659767

The problem occurred when I factory reset my tablet (GT-P3113) and reinstalled everything. Prior to that, the tablet functioned just as the phone.

Yes, this definitely helps - I'll pass it along to the dev team.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659768#Comment_659768

The problem occurred when I factory reset my tablet (GT-P3113) and reinstalled everything. Prior to that, the tablet functioned just as the phone.

Yes, this definitely helps - I'll pass it along to the dev team.

Just sent all three logs from the SGH-T889 phone. The description on each of the emails is:

-------------------------------------BEGIN MESSAGE--------------------------------------------------------------------------

Please reference thread /forums/t/94921.aspx

Note: This device functions ok.

-----------------------------------------END MESSAGE--------------------------------------------------------------------------------

Thanks Kevin, your assistance is appreciated

.

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/659783#Comment_659783

Erwin, we don't need any more logs on this one! [:)]

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659786#Comment_659786

Erwin, we don't need any more logs on this one!

Sorry about that, Kevin. I read your response to my last post and thought you were saying "yes" to the additional logs. I didn't read it completely. Lol

It's getting late. [:)]

https://community.logos.com/discussion/comment/659783#Comment_659783

The problem occurred when I factory reset my tablet and reinstalled everything.

Same here on an Asus tablet. Had to factory default it and reinstall from scratch after it got bricked.

Why is it doing the same thing on my Galaxy Note 3 I don't know.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659818#Comment_659818

The problem occurred when I factory reset my tablet and reinstalled everything.

Same here on an Asus tablet. Had to factory default it and reinstall from scratch after it got bricked.

Why is it doing the same thing on my Galaxy Note 3 I don't know.

Hi George;

My reason for factory reset was slightly different. I allow the granddaughter to use the tablet when she is with us, and through her many game installs, I, for some reason figured it was the time to do a factory reset in order to possibly gain some performance. To my surprise and amazement, no performance was gained, but when I reinstalled my Logos apps, I found this current issue to have surfaced. Prior to the factory reset (which I did not need), the tablet was fine. smh

You mention that you also have a Note 3. If you haven't factory reset that or recently installed the mobile apps, that should be fine. My Note 2, which I did not do any reinstalls on, is fine. I better recheck it and see.

I'm thinking (only speculation) that something in the Logos network infrastructure has changed between the time I/we 1st installed the mobile apps, and now. I know that Logos has performed a lot since then, such as added servers, network bandwidth, and L6 launch. Any of these things could contribute to minute changes that can go undetected until reported.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659862#Comment_659862

Just rechecked my Note 2, and it is still working ok.

https://community.logos.com/discussion/comment/659768#Comment_659768

The problem occurred when I factory reset my tablet (GT-P3113) and reinstalled everything. Prior to that, the tablet functioned just as the phone.

Yes, this definitely helps - I'll pass it along to the dev team.

In my case I had just had a massive update download, deleted the android resources folder on my tablet thinking that it would update within minutes (stupid I know...) and in error deleted the resource from my desktop. Whether any of those things are relevant is any ones guess.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/660068#Comment_660068

The problem occurred when I factory reset my tablet (GT-P3113) and reinstalled everything. Prior to that, the tablet functioned just as the phone.

Yes, this definitely helps - I'll pass it along to the dev team.

In my case I had just had a massive update download, deleted the android resources folder on my tablet thinking that it would update within minutes (stupid I know...) and in error deleted the resource from my desktop. Whether any of those things are relevant is any ones guess.

We'll pray for a speedy fix to this issue. My phone is fine, however, considering my eyes, the tablet is much better to view.

https://community.logos.com/discussion/comment/660084#Comment_660084

We'll pray for a speedy fix to this issue.

I guess Logos are just as keen to get every problem sorted. I would love to know what would happen if you uninstalled it and re-installed it again. I have done that the problem is still there.At least mine is working OK but I have only downloaded a handful of resources to use in church.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/661287#Comment_661287

We'll pray for a speedy fix to this issue.

I guess Logos are just as keen to get every problem sorted. I would love to know what would happen if you uninstalled it and re-installed it again. I have done that the problem is still there.At least mine is working OK but I have only downloaded a handful of resources to use in church.

My tablet will download resources on it's own, but there is no linkage on the desktop. If I want to download a resource to the tablet by clicking the checkbox on the desktop, it won't download, nor can I remove a resource on the tablet from the desktop.

I already removed and reinstalled several times before I made it known on the forum that I have this problem.

The Spirit is saying to me not to try this on my phone, which do not have this issue. [:)]

Somehow, I recall something like this happening a while ago, in the L5 days, but I don't remember exactly when. I don't know whats going on. but it seems like a lot of old issues that were previously solved are resurfacing. Not sure if it has something to do with the Logos infrastructure change or not.

https://community.logos.com/discussion/comment/661327#Comment_661327

My tablet will download resources on it's own, but there is no linkage on the desktop. If I want to download a resource to the tablet by clicking the checkbox on the desktop, it won't download, nor can I remove a resource on the tablet from the desktop.

Same here. It rapidly gets laborious though! Although we have WiFi in our church, using the passage guide is not really on now because of the time to access different works - especially if you are inveterate rabbit chaser like me. I need my main commentaries to be on my tablet.

I already removed and reinstalled several times before I made it known on the forum that I have this problem.

Ah, I had not realised that - just like mine.

The Spirit is saying to me not to try this on my phone, which do not have this issue.

[:D]

Since the problem is now there whether I install the latest stable version or the beta, I suspect that the Logos infrastructure is part of the problem.

https://community.logos.com/discussion/comment/661434#Comment_661434

Out of curiosity I have just downloaded Verbum which is working perfectly. Downloading commences whether being controlled by Desktop library or the tablet itself.
I have just started downloading my 'tablet working library' to it, 320 resources and will use that till things are back to normal with Logos.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/661434#Comment_661434

Since the problem is now there whether I install the latest stable version or the beta, I suspect that the Logos infrastructure is part of the problem.

Hi John;

I downloaded the Study Bible app using the direct download link on the forum, however, there was no change. I'm pretty sure something occurred at some point in the Logos infrastructure (which we are not aware of).

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/661479#Comment_661479

Out of curiosity I have just downloaded Verbum which is working perfectly. Downloading commences whether being controlled by Desktop library or the tablet itself.
I have just started downloading my 'tablet working library' to it, 320 resources and will use that till things are back to normal with Logos.

I just tried this on my tablet, but Verbum has the same issue as I have with Faithlife Study Bible (not listed on the L6 desktop). It didn't work for me, but it was worth a try. Thanks

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/659768#Comment_659768

Bump

Any news on this issue?

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/663919#Comment_663919

We haven't yet tracked down why this is happening - I'll ask the dev team today about it.

https://community.logos.com/discussion/comment/664455#Comment_664455

NOT nagging but in case it is relevant, existing resources already installed on my tablet automatically update themselves when an update becomes available - at least it did with the NT221 update which came out in the last 24 hours or so.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/664455#Comment_664455

Bump

Any progress?

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/670499#Comment_670499

Unfortunately there hasn't been any progress on this. I will update this thread when we track it down.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/670596#Comment_670596

Unfortunately there hasn't been any progress on this. I will update this thread when we track it down.

Okay, thanks.

It really would be nice to have the Apps fully functional on my Tablet again.

Erwin Stull, Sr.

https://community.logos.com/discussion/comment/670596#Comment_670596

Unfortunately there hasn't been any progress on this. I will update this thread when we track it down.

The latest Android update (4.4.7) appears to have corrected this issue.

Thanks. [:)]

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