Crash in L10 iOS
Having trouble with my iOS devices crashing with L10. The program freezes and/or crashes when I start it. I’ve included a device list:
The web app works fine in Safari, as does my desktop version of L10. Thanks ahead of time for you help.
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Hi Raymond. I'm sorry you're getting these crashes. Our team is investigating your issues. In the meantime, can you please uninstall and reinstall the app? Let me know if this resolves your issue. This information will help me know which steps (if necessary) to take next for your issue.
Ali Pope | Logos Desktop and Mobile Program Manager
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Ali, thanks for the quick reply. I reinstalled the mobile apps and it appears to have worked. if anything changes I’ll update the thread.
Thanks again, Raymond
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Spoke too soon. After tying the Print book scanner on the iPad, it started crashing again. [st]
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Spoke too soon. After tying the Print book scanner on the iPad, it started crashing again. [st]
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P.S. My iPhone appears to be OK after the reinstall, so I’m going to hold off on the print scan feature.
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I've reported your issue to the team. Thank you for letting me know! I'll reach back out when the issue is fixed.
Ali Pope | Logos Desktop and Mobile Program Manager
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Quick update: I've updated, then reinstalled L10.0.1 on my devices to no avail.
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Thank you for the update, Raymond. I have a case created for your crashes and we are investigating. I will let you know when it has been resolved. I apologize for these issues you're having!
Ali Pope | Logos Desktop and Mobile Program Manager
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Raymond, the team is investigating your crashes, but need some more information if possible. Are you still seeing the crash upon starting the app? Or, are there specific steps that you take within the app that leads to the crash? If there are specific steps, can you please provide them? This will help our team get to the root issue quicker.
Ali Pope | Logos Desktop and Mobile Program Manager
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Hey Ali! My apps are still crashing. It happens within a few seconds of the app launching. There are no specific tools or functions that cause the crash. I can just open the app, without doing anything, and it crashes. I’ve also tested this on 2 iPhones and got the same result.
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Thank you, Raymond. We are investigating further. I'll keep you posted!
Ali Pope | Logos Desktop and Mobile Program Manager
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Raymond, it looks like your crashes are harder for us to nail down than typical crashes.
Can you please do the following:
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Go to your iOS Settings
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Click "Privacy"
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Click "Analytics and Improvements"
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Click "Analytics Data"
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Find logs titled "Logos-<Date>.ips files." and click on them.
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Click the Share button in the top right corner
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Email two or more of these log files to me at ali.pope@faithlife.com
Thank you in advance, Raymond! We appreciate your assistance in this.
Ali Pope | Logos Desktop and Mobile Program Manager
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Done! Thanks again
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*bump* still crashing and Faithlife tv videos not playing In the Apple TV app. . .(they work fine on the Roku Faithlife TV app) Any updates? Haven’t heard from Tech support
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Same account, different email sign-in. Tried that hoping it would fix the problem
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*bump* still crashing
We are still investigating. Thank you for your patience!
Ali Pope | Logos Desktop and Mobile Program Manager
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Hi Raymond, are you still experiencing this crash? We are seeing them mostly resolved on our end.
Ali Pope | Logos Desktop and Mobile Program Manager
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Hey Ali, unfortunately yes. Logos crashes on all iOS devices. The web app works fine on the devices and the Faithlife ebook reader works as well.
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A few questions to help us sort through this...
1. Are you seeing the crashes on the Logos Bible app, or are you on another app (Biblia, Verbum, etc.)?
2. Are you updated to the latest version on all of our apps that you are using: 10.1.1 (0107)? Or, are you on the beta app?
3. Is the device screenshot that you sent in your original post still accurate?
4. Are you still using your account under the @me.com email address?
Ali Pope | Logos Desktop and Mobile Program Manager
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Hey Ali!
Some Quick answers...
1. The iOS logos app is crashing on all my iOS devices. I am using the latest versions of all of the faith life software and my devices are all up to date with the latest versions of iOS. The Logos app on my Mac is working fine. The Faithlife TV app on Apple TV won't play the videos, but it works fine on the Roku.
2. My apps are up to date and I'm not on beta.
3. The device screenshot is the same except that the devices are all updated to the latest version of iOS. (16.2)
4. I am using the same account under @me.com email.
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Thank you, Raymond.
Please try resetting the workspace:
- Go to your iOS settings
- Select Logos Bible app in the list of apps on your device
- Toggle "Reset Workspace" on
There's a chance this could resolve the problem since you said your Faithlife Ebooks app is working. Please let me know the outcome.
If this does not work, please follow the steps below (again) to send us more .ips files. We are having a hard time nailing down your specific issue and I apologize for all of the back-and-forth.
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Go to your iOS Settings
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Click "Privacy"
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Click "Analytics and Improvements"
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Click "Analytics Data"
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Find logs titled "Logos-<Date>.ips files." and click on them.
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Click the Share button in the top right corner
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Email two or more of these log files to me at ali.pope@faithlife.com
Thank you in advance, Raymond! We appreciate your assistance on this.
Ali Pope | Logos Desktop and Mobile Program Manager
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Hi Raymond, this issue should be fixed in the latest iOS stable update we just released yesterday: 23.0.2 (74). Please update to the latest update. Thank you for your patience and collaboration in getting this fixed!
Ali Pope | Logos Desktop and Mobile Program Manager
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