Logos 8 crash after install an update from Logos 7 to Logos 8

Hello,

I just upgrade from Logos 7 Basic to Logos 8 Basic, but the Logos application keep crashing when it starts and while downloading and indexing. Here is the log file attached. Thanks.4251.Logos Log Files.zip

Regards,

Karen

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Comments

Graham Criddle

Hi Karen - and welcome to the forums

Sorry to hear you are having problems.

The logfile has:

Error detail: IOException: The process cannot access the file 'C:\Users\karen\AppData\Local\Temp\tmp9086.tmp' because it is being used by another process.

Try restarting your computer and trying again

Graham

Bradley Grainger (Logos)

This is sometimes caused by the temp folder being full. Please delete all files in C:\Users\karen\AppData\Local\Temp\ and try again.

Yau Yin Mei

Hello,

Thank you for your investigation. I tried to empty the Temp and restart my laptop. The same problem happen again. Attached is the new log file.

5661.Logos Log Files (2).zip

In the temp folder, I found a file "tmp6456.tmp" but it was 0KB.

And my Logos starts successfully, it indicates to download a update of around 300MB and when it reaches around 30% download, and crash.

Thanks for your help!

Regards,

Karen

Graham Criddle

Hi Karen

The log file shows a problem occurred when trying to access the tmp6456.tmp file you mentioned.

Two things:

Please advise how much free space you have on your C: drive
Please enable full diagnostic logging - details at https://support.logos.com/hc/en-us/articles/360008571551-Report-a-Problem-Windows - and try starting Logos again. I expect it will still crash but please upload the new set of lots. That should give us more information

Graham

Yau Yin Mei

Hello Graham,

Thanks for your help.

I have 226GB free disk space in C: Drive. Just tried to enable the full diagnostic logging and the app starts with a blank frontpage successfully. The app indicates that it has to download a file of about 140MB and at around 44% download it crashes.

Attached is the log file for your review.

The Temp has a file "tmp808F.tmp" but it is again 0KB size.

Many thanks!

Regards,

Karen

Yau Yin Mei

3704.Logos Log Files (3).zip

This is the log file. Thanks.

Regards,

Karen

Graham Criddle

This is the log file. Thanks.

The problem seems to be related to the Atlas Tool trying to do some synchronisation

2019-02-14 17:04:25.5824 29 Error AtlasManager Synchronizing maps [fetching keymap]: AtlasException, reason: WebServiceUnavailable
2019-02-14 17:04:25.6449 29 Info AtlasSearchIndex Indexing maps
2019-02-14 17:04:25.6449 29 Error ApplicationUtility Unhandled exception in async work System.AggregateException: One or more errors occurred. ---> System.IO.IOException: The process cannot access the file 'C:\Users\karen\AppData\Local\Temp\tmp808F.tmp' because it is being used by another process.

So there may be an issue with a Faithlife service - but I wonder if the cause of the crash is anti-virus software locking this particular file at the same time as Logos is trying to access it.

If you are running anti-virus software try excluding the directory "C:\Users\karen\AppData\Local\Temp" temporarily and see if Logos then runs successfully.

Yau Yin Mei

Thanks Graham!

I just tried to exclude the directory "Temp" in my AVG anti-virus software, finally it updates successfully! May I check if I need to exclude this Temp directory permanently in this case? If yes, In the AVG, I can specify "Read", "Write" or "Execute" exception in the "Temp" Directory, should I check all? Thanks a lot!

Regards,

Karen