Favorites disappeared
Somehow my favorites have completely disappeared. There is nothing i know of that can explain this. I need to get them back. I have a backup from a month ago...but I dont want to go that route if it is possible to get everything back.
Anyone have any thoughts?
Attached are the logs that I have on my computer
8666.PBB_4f750cc24bc34299bbda593207e3248a_2019-02-13T10_04_11Z.log
Comments
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I purchased a book today, and I placed it into a favorites folder...so I had the favorites today. But now they are all gone! At first, there were no folders showing, only a few dozen favorites (I have hundreds of favorites). I checked favorites on my android phone app and that showed i had no favorites. Now on the computer, I still only show a few dozen.
What is going on?
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Please post a screenshot showing your Favorites folder.
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From the screen shot you can see a few dozen favorites. But I used to have many folders...folders in folders...several years of work on my favorites which I use alot
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I've never seen anything like this - very concerning.
I would recommend contacting Customer Services.
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I have never seen anything like this either. And yes, I rely on those favorites. They simply disappeared except for a few as you can see from the screenshot.
And on my phone...there are NO favorites. How is that possible?
I am in Europe for another week and depend on those favorites. I will use a backup in 24 hours if I cannot get a response. But this is troubling.
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Mark said:
I will use a backup in 24 hours if I cannot get a response.
I'm not sure a backup will help if you are working online if these changes have been synced to the cloud.
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Is there any possibility you are using a different Logos account when you are seeing this lack of folders?
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What I mean by a backup...
Using method 2 on the quick installation on multiple computer instructions. If I have a backup from a month ago, I should be able to restore my files back one month. Then there would be downloads of whatever updates and resources came from the past month. I would think that should work...although I have made a lot of changes in this past month to the favorites. It would be better than nothing. I am not going to be able to reproduce my favorites ever again...it has been evolving for years to the point of where I had it.
I really think this must be a glitch from the server and i am hoping that somehow, I can get it back.
I know who to call / email for sales...but not for technical issues. As I mentioned, I am traveling, preaching and cannot easily contact Logos until I am home...and I cannot wait that long.
There must be a sync issue.
(and no, I am not using a different account. But I appreciate your brainstorm)
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I do know that twice since L8 has come out, I have been asked to re-sign in on my computer. The first time it happened, I was getting up to preach and I opened up logos (offline) and was told to sign in which should not have happened. When I signed in, it rejected my sign in. So I had to use my phone as an internet connection to log into my computer online to log into Logos. That was a bit unnerving.
The second time I was asked to re-sign in was this morning when I opened up logos. But that should not be happening. It always automatically signs me in. This morning since I am online, I simply signed in and the account came up. And the favorites were all there. I purchased a resource, added it to the favorites in the appropriate folder. Then I created a personal book...and was to add that to favorites when I now noticed, the favorites were gone.
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How do you sign out of logos desktop anyway? I cannot find a way to do it and if i cannot sign up, how is it that i have been asked to sign back in twice in the past since the beginning of this month?
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Mark said:
I know who to call / email for sales...but not for technical issues. As I mentioned, I am traveling, preaching and cannot easily contact Logos until I am home...and I cannot wait that long.
Contact details are at https://www.logos.com/contact
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Mark said:
How do you sign out of logos desktop anyway? I cannot find a way to do it and if i cannot sign up, how is it that i have been asked to sign back in twice in the past since the beginning of this month?
Hold down the Ctrl key when starting Logos and you should get a login dialog box
And from what you said above it does sound like it could be some form of account issue. When the favorites are missing, do you still have access to all your resources?
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Graham Criddle said:
And from what you said above it does sound like it could be some form of account issue. When the favorites are missing, do you still have access to all your resources?
It appears I still have access to all resources in the library. Just a problem with my Favorites folder.
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Does anyone know which folder in Windows 10 would have the logos favorites? Would it be the documents folder? Data folder? User folder?
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Mark said:
Does anyone know which folder in Windows 10 would have the logos favorites? Would it be the documents folder? Data folder? User folder?
I think it's under Documents -> unique id -> FavoritesManager
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I've asked someone from the sync team to take a look at this thread.
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Thank you. I am heading out for a meeting for a few hours and may not be able to respond quickly.
I do have logos installed on an old computer at home...my children confirmed that the favorites are there as they should be..and I have internet turned off on that machine.
I would prefer to get all the favorites back from this morning (as that machine has not been updated in weeks). But if this cannot be restored, I hope that I can use an old file to restore the favorites
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We're not sure how it happened, but it does look like all your Favorites were deleted this morning at about 5:02am (your time).
Our dev team should be able to recover the data from the sync server and have it automatically download back to your computer. This may take a few days, so we thank you in advance for your patience.
We strongly recommend not manipulating your current Favorites in any way, or attempting to manually restore from a backup, as this may cause conflicts with the work they plan to do.
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Bradley
I have been following this- I use "Favorites" for all kinds of work, PG, EG, Sermons, etc- is there any reason to think this is a hidden problem at present? I back up Logos everyday in case of a crash, or the need to restore some failing functionally, but your indicating not to do this, is it just for this particular case or would that apply to anyone having this or similar issue with Favorites?
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I never considered Backing up Logos. I thought it was all synced to the server. If I want to Back up how do I do that?
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Ted Harms said:
I never considered Backing up Logos. I thought it was all synced to the server. If I want to Back up how do I do that?
Some backup / restore options are outlined at https://wiki.logos.com/Quick_Installation_onto_multiple_computers
But I tend to see these for completely new installations. I would be hesitant about trying to replace databases from backup sets as it could interfere with dependencies and synchronisation functions which i assume is what Bradley was referring to above.
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Ted Harms said:
I never considered Backing up Logos. I thought it was all synced to the server. If I want to Back up how do I do that?
I do it to cover my bases- though it looks like they can help, or may be able to help- but in case they aren't able to I can get my last working version back up.
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We're not sure how it happened, but it does look like all your Favorites were deleted this morning at about 5:02am (your time).
Our dev team should be able to recover the data from the sync server and have it automatically download back to your computer. This may take a few days, so we thank you in advance for your patience.
We strongly recommend not manipulating your current Favorites in any way, or attempting to manually restore from a backup, as this may cause conflicts with the work they plan to do.
Thank you for the message. I also received an email. I will not attempt to do anything and will wait to see if this restores the favorites.
I appreciate the help. I have no idea how it happened. As explained on this thread, this morning I purchased a small resource, and placed it into my favorites in the folder I wanted it to be in. I then compiled a personal book, and then wanted to place it also in a folder in the favorites. That is when I noticed the favorites were almost all gone.
I wonder if the compilation of the personal book somehow did something to the favorites.
The only other bit of information is that windows 10 had updates waiting for me this morning. And the computer needed to reboot I think twice.
Well I am hoping this will get resolved. There are simply too many favorites to be able to start again from scratch.
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Mark said:
I appreciate the help. I have no idea how it happened. As explained on this thread, this morning I purchased a small resource, and placed it into my favorites in the folder I wanted it to be in. I then compiled a personal book, and then wanted to place it also in a folder in the favorites. That is when I noticed the favorites were almost all gone.
We have a theory.
Do you (did you) have a small number of top-level folders in Favorites? If you press the Delete key when Favorites has the keyboard focus, the currently selected item (and everything it contains, if it's a folder) will be instantly and permanently deleted. We wonder if it's possible that you thought some other application (like Word, for editing a PBB) had the focus, pressed Delete a few times to delete a word, but didn't realise the keystrokes were going to Logos? It might have only taken a few keystrokes to delete thousands of favourites.
Or do you have a cat that might have walked across the keyboard? [:D]
The team is working on recovering your data.
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Whyndell Gizzard said:
is there any reason to think this is a hidden problem at present?
We have no indication that this is a problem that could affect other users. We would just caution everyone to be careful about not accidentally pressing the Delete key.
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Graham Criddle said:
But I tend to see these for completely new installations. I would be hesitant about trying to replace databases from backup sets as it could interfere with dependencies and synchronisation functions which i assume is what Bradley was referring to above.
The Quick Installation methods are intended for installing or re-installing. If your computer gets nuked, they can be used for re-installing provided you had previously performed a backup. But the only data that is effectively "backed up" are your resources, and if any are missing, or out of date, they will be automatically downloaded from the server. You can't use a backup to restore documents and other user-created data, as Sync will ensure that your installation reflects what is on the server i.e if a document is not on the server, Sync will delete it from your installation because that is the way it works. If it went missing because of a server or Sync issue, Faithlife should be able to restore it from their backup.
EDIT: see Bradley's post above for what might have happened in this case.
Dave
===Windows 11 & Android 13
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Do you (did you) have a small number of top-level folders in Favorites? If you press the Delete key when Favorites has the keyboard focus, the currently selected item (and everything it contains, if it's a folder) will be instantly and permanently deleted. We wonder if it's possible that you thought some other application (like Word, for editing a PBB) had the focus, pressed Delete a few times to delete a word, but didn't realise the keystrokes were going to Logos? It might have only taken a few keystrokes to delete thousands of favourites.
Attached is basically what the favorites folder should look like. This screen shot was taken from my old computer at home which is off line and still has the favorites (though it is a few weeks old). The screenshot will show the main folders. Each of these folders contain many more folders. The delete key could have deleted one folder, but not all of them...and it does not explain how favorites that were in folders were showing up without any folders.
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Thanks Dave for your input. I was sure you would have something helpful to say. Since I have done nothing to manipulate...I have not added a resource to Favorites since this has happened and I have not tried a restore or anything, I am hopeful that FL will be able to restore the file given some time.
At the same time, it would be nice to garner a few more theories as to how this happened, practically in front of my eyes. The delete key...it is possible that I accidentally pressed it. But to get rid of all the folders with one press? I think this theory cannot be correct. IF what you are saying is that one folder may have been highlighted and I accidentally hit the delete key, and continued to be pressing it, then it would delete the other folders...well there are three comments I have to make:
1. Why did some random favorites that were in folders continue to be seen in favorites after folders were deleted (they should have been deleted also)
2. Why did these random favorites appear on the desktop but not be seen on the android app?
3. I am very concern as to how easy it is with the delete key to accidentally delete a folder without the possibility of undoing the accident
The time stamp of when it happened does not make sense either. I know I am in Europe and my computer clock is set for EST. But even then, I am not sure the time is accurate. It seems to possibly be two hours off.
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The team is working on recovering your data.
As I begin to see data restored, I am observing that folders are not being restored so far. Should I expect that eventually the favorites will be restored to the folders they belong to? Because if the answer is no, then this restore is not going to work
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Mark said:
Should I expect that eventually the favorites will be restored to the folders they belong to?
This is our expectation (but we've never done this before).
The restore is now finished, and we think the hierarchy should be restored once it syncs down to your computer. Please let us know the results.
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Mark said:
Should I expect that eventually the favorites will be restored to the folders they belong to?
This is our expectation (but we've never done this before).
The restore is now finished, and we think the hierarchy should be restored once it syncs down to your computer. Please let us know the results.
Bradley
It does look like it is restored correctly. Wow! Thanks so much.
Now I have a concern. You may be right with your theory about the delete button. I can see how that might have been possible to accidentally press it and delete folders. So I want to ask if it is possible to have things set so that if a delete button is pressed, to either make it possible to un delete OR to have a message come up saying "Are you sure you want to delete?"
I am using a new computer...the Lenovo Thinkpad x1 tablet and the keyboard has at the top corner, the delete key. It is in a terrible position, right above the backspace key and I have confused the two keys before.
Did the team have any other theories as to how it might have happened? The one problem with the delete key theory is that there were about two dozen favorites still showing, although the folders they were supposed to be in were no longer appearing.
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Mark said:
So I want to ask if it is possible to have things set so that if a delete button is pressed, to either make it possible to un delete OR to have a message come up saying "Are you sure you want to delete?"
I don't think any of us realised how easy it was to permanently delete Favorites (including folders with hundreds of Favorites inside them). I've opened a case to improve this UI.
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It would be really useful if favorites could be treated like favorites in a browser...something we could save separately to be sure years of gathering favorites are saved easily.
I have always longed to see favorites to be as simple as you would find for example in Firefox.
Anyway, thanks so much for restoring the files. I really did not know what i would do if it could not be restored
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Yes, definitely a good result. Good effort by Faithlife.
Dave
===Windows 11 & Android 13
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Mark said:
So I want to ask if it is possible to have things set so that if a delete button is pressed, to either make it possible to un delete OR to have a message come up saying "Are you sure you want to delete?"
I don't think any of us realised how easy it was to permanently delete Favorites (including folders with hundreds of Favorites inside them). I've opened a case to improve this UI.
I would love to see "favorites" become more functionally usable, i.e. save layouts directly to favorites instead in layouts then drag and drop in favorites; have the option to pin "favorites" to home page; move "bookmarks to top of favorites, open collapsed (mine regardless opens expanded)..
Right not favorites is just a drag and drop spot.
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