Logos 10 Mobile Issues on Amazon Fire HD10

Hi Sal, I'm sorry you're experiencing issues with the app on your Amazon Fire. I've recorded this in a case for our team to investigate. I will reach back out on this forum thread when the issue has been resolved.

https://community.logos.com/discussion/comment/1233715#Comment_1233715

I am having the same issue on my Fire HD10.

The app is also now crashing every time I try to open the app. I tried reinstalling the app, but after a while it starts up again. I have submitted two reports through the app, but I have yet to receive an email from FL.

Phil Quigley

I really like the new Logos 10 mobile app! It runs fine on my iPhone 12 Pro. But on my Amazon Fire HD10, open resources “ghost out” when I attempt to scroll right or left between them. Once this happens I have to restart Logos. This usually occurs within 5 minutes of using the program. I hope this issue can be corrected soon.

I've had a similar experience on my Fire HD10 as well.

https://community.logos.com/discussion/comment/1233793#Comment_1233793

The app is also now crashing every time I try to open the app. I tried reinstalling the app, but after a while it starts up again. I have submitted two reports through the app, but I have yet to receive an email from FL.

Jordan, I did some investigating into your account. It looks like the crashes you are experiencing are related to the most recent fix we shipped out on 10/25. I'm seeing that you are currently on version 10.0.3. Please update your app to the most recent version: 10.0.4 100004940 and let me know if you are still seeing the crash. Thank you!

https://community.logos.com/discussion/comment/1233822#Comment_1233822

Jordan, I did some investigating into your account. It looks like the crashes you are experiencing are related to the most recent fix we shipped out on 10/25. I'm seeing that you are currently on version 10.0.3. Please update your app to the most recent version: 10.0.4 100004940 and let me know if you are still seeing the crash. Thank you!

Hi Ali, thanks for your message. I checked for the update, but it's not there. In fact, I uninstalled the app today and then reinstalled it, so it should already be at the most up-to-date version.

See the screenshot below which lists it as 10.0.3.

https://community.logos.com/discussion/comment/1233847#Comment_1233847

This next question will expose my ignorance, but are the Android systems and the system used by Amazon on a Fire tablet the same?

Ali, you said that 10.0.4 was released on the 25 October. My Android app on my Sony received an update on the 25 October listed as 10.0.4, and it fixed a similar issue with the app crashing.

However, I noticed that in the screenshot above it says that the latest Amazon version of the Logos app was 10.0.3, released on the 25 October.

Hence, my first question. Just wondering if the Android release is being erroneously equated with the Amazon release?

JT (alabama24)

https://community.logos.com/discussion/comment/1233909#Comment_1233909

are the Android systems and the system used by Amazon on a Fire tablet the same?

I don't understand your question. The "FireOS" is a mod(ified) of AndroidOS. FL ships the same builds to the Android and Fire stores... but Amazon takes longer to approve them. It may simply be a backlog on Amazon's part, but Ali would have to verify.

Does that answer your question?

https://community.logos.com/discussion/comment/1233925#Comment_1233925

The "FireOS" is a mod(ified) of AndroidOS. FL ships the same builds to the Android and Fire stores... but Amazon takes longer to approve them. It may simply be a backlog on Amazon's part, but Ali would have to verify.

Does that answer your question?

Yes, it does thanks. Probably just a backlog then. Ali thought that the Amazon update 10.0.4 update had been released on the 25th, and maybe FL did, but the 25th is when Amazon released 10.0.3. Hopefully Amazon will release 10.0.4 soon then.

https://community.logos.com/discussion/comment/1233927#Comment_1233927

Yes, I’m hoping the Amazon update comes soon. [:)]

https://community.logos.com/discussion/comment/1233925#Comment_1233925

My apologies! There was a miscommunication on our end with shipping. The Amazon app is "Under Review" now and should be available for updating in 24 hours or less.

I don't understand your question. The "FireOS" is a mod(ified) of AndroidOS. FL ships the same builds to the Android and Fire stores... but Amazon takes longer to approve them.

Typically, JT is correct in saying this, however, as I mentioned above, we had a slight miscommunication when releasing the new version.

Please let us know if you still have problems with the app after downloading the new update once it becomes available: 10.0.4.

UPDATE: The update is available in the Amazon app store.

Robert M. Warren

https://community.logos.com/discussion/comment/1234010#Comment_1234010

10.0.4 is in the Amazon App Store now. I had to manually update mine, though.

I haven't had a chance to evaluate some of the stability issues, but I checked my issue with Read Aloud scrolling, and it's still not working. (I really didn't expect it on this go-around, but thought I'd check.)

https://community.logos.com/discussion/comment/1234010#Comment_1234010

Please let us know if you still have problems with the app after downloading the new update once it becomes available: 10.0.4.

UPDATE: The update is available in the Amazon app store.

Thanks, Ali. So far the app seems to be working okay for me - at least it isn't crashing. I'll continue to look out for the other issues.

https://community.logos.com/discussion/comment/1234144#Comment_1234144

I downloaded the 10.0.4 update on the Amazon App Store. I am still experiencing the lockup where open resources “ghost out” when I attempt to scroll right or left between them. They then show up in the background as minimized previews, but only a blank “frame“ is showing as I scroll. I have to restart the app when this happens. It works fine for a few minutes then locks up again.

Joe McCune (Faithlife)

https://community.logos.com/discussion/comment/1234236#Comment_1234236

I downloaded the 10.0.4 update on the Amazon App Store. I am still experiencing the lockup where open resources “ghost out” when I attempt to scroll right or left between them. They then show up in the background as minimized previews, but only a blank “frame“ is showing as I scroll. I have to restart the app when this happens. It works fine for a few minutes then locks up again.

I am sorry to hear that, sal

Please send us your logs, this could provide us with information about these problems.

1. Open the app.
2. Tap the Menu icon (this icon has three horizontal lines).
3. Tap Help.
4. Press “Report a Problem”
5. A pre-addressed email will open with a log file attached automatically. Press “Send” to send your report.

https://community.logos.com/discussion/comment/1234351#Comment_1234351

Thanks Joe. I emailed the log file per your request.

https://community.logos.com/discussion/comment/1234236#Comment_1234236

I downloaded the 10.0.4 update on the Amazon App Store. I am still experiencing the lockup where open resources “ghost out” when I attempt to scroll right or left between them. They then show up in the background as minimized previews, but only a blank “frame“ is showing as I scroll. I have to restart the app when this happens. It works fine for a few minutes then locks up again.

I am also still experiencing the 'ghost out' on my Fire tablet.

Furthermore, the top navigation menu bar fails to show sometimes until I restart the app. And the three horizontal bars at the top left for the TOC become unresponsive.

Finally, once the app has malfunctioned in one of these ways, the Help link in the sidebar becomes unresponsive until the app is restarted as well. This means that the logs can't be sent until the app has been restarted, so I'm not sure if the logs still show the malfunction or if they are wiped clean with the restart.

https://community.logos.com/discussion/comment/1234409#Comment_1234409

0435.trim.96CDAFE1-9D01-456D-B4F4-707336A3802F.MOV

If helpful, here is a short video of the problem. I was reading the ESV resource and attempted to “scroll” to the ESV Study Bible resource, which I also had open. The ESV resource “ghosted out” as did all other open resources. The open resources then minimized to the background, but I was unable to select them for use. You can see in the video that I could still scroll right or left, but only blank “frames” are visible.

0523.trim.F3722968-F203-4ED7-AED7-59F52732AA5A.MOV

https://community.logos.com/discussion/comment/1234461#Comment_1234461

Apologies, I can't get the video to display in my post.

https://community.logos.com/discussion/comment/1234464#Comment_1234464

Joe, I'm hoping the logs I submitted are helpful to provide some clues about why the mobile app keeps locking up and crashing on my Amazon Fire HD-10. It works fine for a few minutes than crashes.

Joe McCune (Faithlife)

https://community.logos.com/discussion/comment/1235683#Comment_1235683

Joe, I'm hoping the logs I submitted are helpful to provide some clues about why the mobile app keeps locking up and crashing on my Amazon Fire HD-10. It works fine for a few minutes than crashes.

Hi sal,

Your logs are certainly appreciated, but it would also be very helpful if you could share your video. If it is difficult to upload the file, you should find it easier to share a link, using Google Drive, Dropbox, or some similar service, You could share that link here in a post, or email it to customerservice@faithlife.com

https://community.logos.com/discussion/comment/1235709#Comment_1235709

Hi Joe. Per your request, I emailed a video of the crash to customerservice@faithlife.com.

https://community.logos.com/discussion/comment/1235683#Comment_1235683

I'm hoping the logs I submitted are helpful to provide some clues about why the mobile app keeps locking up and crashing on my Amazon Fire HD-10. It works fine for a few minutes than crashes.

Joe and I are working together on this. Your logs will be very helpful. Thank you!

Bruce Shiroma

https://community.logos.com/discussion/comment/1236137#Comment_1236137

I loaded the latest update, and while there is marginal improvement in my Amazon Fire and Android phone, the basic problems remain.

What's changed is that there is no longer a black screen after I switch out of Logos to another app and back to Logos. But what does happen is that it takes 30-60 seconds for the resource to become visible.

And even after that, the menu, the library, and the tabs become totally inoperative.

https://community.logos.com/discussion/comment/1238202#Comment_1238202

We have just released the 10.1 update. It is possible that some of the bug fixes in 10.1 may have fixed some of the Kindle issues reported here. Can you please respond to this thread letting us know if your issue(s) have or have not been fixed?

If your issue(s) remains, please include as much detail as possible:

What version of the app are you using?
What device are you on?
What are the steps you are taking that lead up to the issue?
If possible, attach screenshots and/or screen recordings
If possible, send logs:

Click the More menu (three horizontal lines in bottom right corner)
Click "Help"
Click "Report a Problem"
Click "Continue" when you see the pop-up
Email logs to ali.pope@faithlife.com with details of the issue

We hope to nail down these Kindle issues soon and any additional information you can provide us will help with this investigation. Thank you in advance for your help and continued patience!