Logos 9.7 not starting

Stephen Miller

After many years of faultless operation my Logos 9 won't start.

The splash screen pops up for a couple of seconds then disappears.

I tried re-installing 9.7 ... Logos already up to date.

So I tried installing 9.8 beta. Same result ... splash screen for a couple of seconds.

I tried logging but either there are no log files created or I can't find them.

Any thoughts?

Stephen

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Comments

Graham Criddle

Hi Stephen

Sorry to hear you are having problems - but we really need to see logs.

https://wiki.logos.com/Diagnostic_Logging has information about where you should find log files. Please have a look there

Are you running on Windows or Mac?

So I tried installing 9.8 beta. Same result ... splash screen for a couple of seconds.

Please note that after installing the beta of 9.8 you will not be able to reinstall 9.7 without a complete delete of all Logos files and some settings. In general, installing a beta to try and address these types of issues is not recommended unless the problem is specifically known to be addressed in those betas. Running beta releases can introduce other problems.

Graham

Stephen Miller

https://community.logos.com/discussion/comment/1178715#Comment_1178715

Graham,

Thx for reply.

Win10.

I realised going (updating) to Beta was risking, but I will worry about that later.

I run the Logging script, get the message that Logging in ON.

Run Logos. Splash screen for 2 seconds.

No Log files appear in the AppData/Local/Faithlife/.

When I delete the Log directory (from years ago), the directory is not re-created.

Stephen

Graham Criddle

https://community.logos.com/discussion/comment/1178718#Comment_1178718

Hi Stephen

Sounds strange

Is there anything in the Windows Event Viewer at the time you tried to start Logos that refers to a crash

https://community.logos.com/forums/t/124126.aspx provides some pointers on doing this (the post was for an earlier version of Windows so some of the details may have changed)

Graham

Stephen Miller

https://community.logos.com/discussion/comment/1178722#Comment_1178722

Thx again.

Event viewer reported ....

Application: Logos.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: exception code e0434352, exception address 00007FFD923B4ED9 Stack:

Logos.exe

9.8.0.2

d57db8c2

KERNELBASE.dll

10.0.19041.1151

891df6d3

e0434352

0000000000034ed9

384c

01d7a0aa75a44636

C:\Users\eph31\AppData\Local\Logos\System\Logos.exe

C:\WINDOWS\System32\KERNELBASE.dll

260c7ff7-1035-4c76-8c43-4b916b6c28c5

1799696341082957559

APPCRASH

Not available

Logos.exe

9.8.0.2

d57db8c2

KERNELBASE.dll

10.0.19041.1151

891df6d3

e0434352

0000000000034ed9

\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER860C.tmp.dmp \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8707.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8737.tmp.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8735.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8793.tmp.txt

\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_Logos.exe_7703d1be1bb6bce74c08b70e84ec92c1dacffdf_92b95b44_47cdc2a3-3300-40db-b4cc-30d3cc9bbd78

260c7ff7-1035-4c76-8c43-4b916b6c28c5

268435456

8b1305f004db157f68f9ce4979d1e6f7

Graham Criddle

https://community.logos.com/discussion/comment/1178726#Comment_1178726

Thanks Stephen

I'm afraid I can't work out what is happening from that - hopefully someone from Faithlife will comment further.

Graham

Dave Hooton

https://community.logos.com/discussion/comment/1178726#Comment_1178726

1.

Application: Logos.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: exception code e0434352, exception address 00007FFD923B4ED9 Stack:

2.

Logos.exe
9.8.0.2
d57db8c2
KERNELBASE.dll

Stephen,

Your output should look like the last screenshot #7 in the post. And make sure it has the same date/time of your crash

Stephen Miller

https://community.logos.com/discussion/comment/1178816#Comment_1178816

Dave,

I am unclear what your answer means.

Just tried again ...

Report...

Logos.exe

9.8.0.2

d57db8c2

KERNELBASE.dll

10.0.19041.1151

891df6d3

e0434352

0000000000034ed9

c94

01d7a166534acc65

C:\Users\eph31\AppData\Local\Logos\System\Logos.exe

C:\WINDOWS\System32\KERNELBASE.dll

ac902c6d-db88-4a93-b162-54a4bec49997

Dave Hooton

https://community.logos.com/discussion/comment/1178840#Comment_1178840

I am unclear what your answer means.

Just tried again ...

It might be best to ask for Logos Support

Justin R. Hildreth

Hi Stephen,

I found your post because I was encountering the same symptoms. You don't happen to be running on a laptop with one screen resolution and external monitor(s) at a different resolution, do you?

The errors I'm finding in Event Viewer pointed me towards DPI settings.

Exception Info: System.InvalidOperationException
at System.Windows.Media.Visual.PointToScreen(System.Windows.Point)
at LDLS4.Startup.StartupWindow.UpdateMaxHeight()
at System.Windows.Media.Visual.SetDpiScaleVisualFlags(System.Windows.DpiRecursiveChangeArgs)
at System.Windows.Media.Visual.RecursiveSetDpiScaleVisualFlags(System.Windows.DpiRecursiveChangeArgs)

...

I am running a laptop through a dock to a couple monitors running at a different resolution than the laptop monitor. I found that when I undocked the laptop and launched Logos 9 (which I rarely ever do), it launched fine.

I resolved it by telling the system to handle the DPI scaling for the application:

Right-click on Logos.exe
Select "Properties"
Select the "Compatibility" tab
Click "Change high DPI settings"
Check "Override high DPI scaling behavior. Scaling performed by:" and select either "System" or "System (Enhanced)"

This resolved the issue for me. Like I said, I came across this thread when looking for information about the issue myself - I apologize if this is an unrelated issue, but it sounded similar enough to offer the solution I wound up with. I hope it's helpful!

Stephen Miller

https://community.logos.com/discussion/comment/1178890#Comment_1178890

Justin,

Thx for taking the time to add a suggestion.

I have had a similar problem and similar solution as you describe with CorelDraw, but no go with Logos 9.

Glad to hear that you solved your issue.

Stephen

Australia

Stephen Miller

https://community.logos.com/discussion/comment/1178905#Comment_1178905

Success!!

(With no thanks to Logos support.)

To help others with the same problem the issue was solved by re-installing Win10 by using the Microsoft Media Tool, and ticking "Keep all files and apps".

If, like me, you are doing this on a laptop, make sure it is plugged in. The whole process took about 3 hours.

Stephen

Australia