Logos mobile app keeps crashing for apple devices

Logos Bible app keeps crashing when updating existing resources.

I'm sorry to hear of your problem.

Which mobile device are you using and which version of operating system and app?

And what indication do you have that Logos is updating existing resources? In my experience, this tends to go on in the background and I'm not really aware of it 

I am using an iPad Pro device with the latest OS update and latest version of logos mobile. When updates are occurring on my desktop version and I open my mobile device, the issue is happening. When I switched off the internet, I can manage to open the software without crashing. It seems that the problem is on logos servers. When accessing content to update on the servers, it crashes. This also happens when downloading new resources. The problem is not device specific as it happens on all my devices. 

I am using an iPad Pro device with the latest OS update and latest version of logos mobile. When updates are occurring on my desktop version and I open my mobile device, the issue is happening. When I switched off the internet, I can manage to open the software without crashing. It seems that the problem is on logos servers. When accessing content to update on the servers, it crashes. This also happens when downloading new resources. The problem is not device specific as it happens on all my devices. 

I have posting the issue on the ratings in the mobile app store, but my messages are been deleted as soon as I post them. 

I have posting the issue on the ratings in the mobile app store, but my messages are been deleted as soon as I post them. 

I am using an iPad Pro device with the latest OS update and latest version of logos mobile. When updates are occurring on my desktop version and I open my mobile device, the issue is happening. When I switched off the internet, I can manage to open the software without crashing. It seems that the problem is on logos servers. When accessing content to update on the servers, it crashes. This also happens when downloading new resources. The problem is not device specific as it happens on all my devices. 

Thanks for that further information.

Roughly what proportion of your resources would you say you have downloaded to your iPad?

And I expect someone from Logos would like to see logs - hopefully they will comment here.

I have only downloaded half of my resources to my iPad device. This is frustrating as I cannot access resources in offline mode due to the crashes. I have send many logs to logos with no resolution.

How many, not what percentage. 

The question is not about how many resources; the functionality is not working. If logos has a limitation on how many resources you can download, they need to build the rules in the software. Not sure why this is an issue?

The forums are not an official means of communication with Logos. You are interacting with fellow users such as yourself. I have a theory which I have continued to promote and I am wanting to know if your situation falls within that scope. 

You said that you have "half" of your resources downloaded. Surely you can see that Half of 2 is not the same as half of 20,000. 

I can't speak at all about the android app, only iOS. It is my belief that the app has a tendency to corrupt, especially when large numbers of sources are downloaded. My recommendation (which used to be Logos recommendation) is that downloads be judicious. The more resources you download, the more troubles you are likely to have... and for most users, there is no good reason to do so. The app requires internet for MANY features. It is best to understand that limitation and plan accordingly. 

We've looked into the issues associated with your account and have created a case to fix it. The case is in queue. I will reach out when there is an update on the case. Thank you for your patience, Diederick. 

Can I please get an estimate when the issue will be resolved, or will it be in the 8 month queue for a further update? 

Can I please get an estimate when the issue will be resolved, or will it be in the 8 month queue for a further update? 

My experience is different. I have managed to download 14,000+ resources on my iPhone and it works with no issues. As soon as there is multiple resources to be added or updated it keeps crashing and hanging and you have to nurse it through one by one. 
Unfortunately on my iPad I have only half the resources downloaded and I do not have days to download one resource at a time and then it crashes or hangs and I need to start all over again. This is definitely a glitch in the software and many users are providing assumptions and trying to justify reasons for something that is not working. Maybe logos needs to hire a new software architect that can do proper designs to resolve the issue. Bad development.

Can I please get an estimate when the issue will be resolved, or will it be in the 8 month queue for a further update? 

There is significant investigation required with this issue and we hope to find a solution soon. However, we stay away from giving exact timelines in an effort to not make false promises to our customers. 

My experience is different.

Apparently, it is not!

it keeps crashing and hanging

[;)]

justify reasons for something that is not working

I am not "justifying" anything. I am not telling you how things SHOULD be, nor how I WANT things to be. I am simply telling you how they are. You can choose to do with my expertise as you will. 

If you REALLY are wanting to get this fixed, I have two nuclear options for you. 

1. Delete the app and see if a full reinstall fixes it. If that doesn't work: 

2. Wipe you device completely (a FULL reset of the device) and reinstall. 

I have used these techniques to get things working again but I can't promise they will work for you. 

Thanks JT, these options will not solve my issue.

Your comment about “Apparently, it is not”; to put it in layman’s terms:

I was referring to my experience with the software not including the following as you have mentioned:

“app has a tendency to corrupt, especially when large numbers of sources are downloaded.”

It seems that this issue is very close to your heart.

I think it is best to take the issue further up with logos themselves as you have previously engaged with them and they are currently investigating it further.

I do not need any more advice or explanations.

Thank you for your interest. 

I was wondering if there is any update from logos on this issue?

... I have managed to download 14,000+ resources on my iPhone and it works with no issues ...

... This is definitely a glitch in the software ...

If it was a glitch in the software, why is it running good on your iPhone?

What model iPhone? How much Memory? How much memory is free?

How much memory on the iPad Pro? How much memory is free?

Are they both running the latest version of iOS/iPadOS?

If you believe the problem is on the servers, and it happens when your desktop machine is updating ... try shutting down the desktop and the phone, and then updating the tablet. If it works then, you have isolated the problem to the network and/or servers. And you have a workable solution until they get a real fix. If it doesn't work, you lost nothing but a few minutes of time.

Hi John,

Thank you for your interest, not sure if you have read the previous comments. However, the problem only occurs when the software needs to update existing resources and installing new ones. I am currently running on the latest version of IOS on all my devices. I am using an iPad Pro, etc. I have plenty of memory and lots of space available on these devices. Issues are only related to mobile for apple devices. I do not have a workaround for this problem. This is a mayor function not working - clients cannot update or install new resources purchased. I have stopped buying anything new until the issue has been resolved.

I was wondering if there is any further update on the issue from logos.

I was wondering if there is any further update on the issue from logos.

This case is scheduled to be investigated soon. We appreciate your patience and apologize for the issues this is causing you. 

It seems that there is a prioritization issue in terms of resolving critical issue.

I have noticed with the new release update today that the fixes/changes are mostly cosmetic and real issues are not been attended to and put at the back of the queue.

I was wondering if these issues really get relayed to the development team. All the updates on issues are identical. This seems not a place to get issues resolved or prioritized.

As mentioned previously by users; this is a chat forum. It has no value to get anything resolved by the logos development team. Unfortunately, there is no channel to escalate real issues. Even the option to send an email with a log of the problem gets ignored. 

I was wondering if these issues really get relayed to the development team.

Diederick, I work directly with the mobile development team daily and am in constant communication with the customer service team that receives your logs. We are all aware of this issue and the team has already done pre-investigation into this case. We are aware of the severity and have prioritized it as such. We are working as hard as we can to provide a stable app given the limited resources we currently have. Thank you for your patience. 

I am glad that this issue has priority to resolve as I currently cannot use logos on my mobile devices.

Do you perhaps have any update on the the progress that was made with the investigation and fix for the issue. 

I don't have an update as of right now. I will be sure to reach out when we have one. Thank you.

I noticed that logos keeps removing my reviews on the app. Not sure if the developers assume that the problem will miraculously go away. Maybe we should start praying. Can I get an urgent update on the progress made please. 

I noticed that logos keeps removing my reviews on the app.

I've updated my response on your review. We are not removing your review from the app. It is still visible on our end and we are still investigating the best route to fixing your issue. We appreciate your patience and will provide a status update when we have more information. 

It is rather disappointing that after three releases since this issue has been raised, no fix is forthcoming to resolve the issue. I will think twice to acquire the next version of logos, as more complexities are built, but the basic functionality is limping on and does not work. Very disappointing considering paying a high premium to own this software.      

Very disappointing considering paying a high premium to own this software.      

The App was Free!

Any idea why your post count isn't increasing?

Very few things are free. The app is part of the offerings of logos suite of software. They are paying developers to maintain the software and these costs are included in the model of the pricing of the software. 

Very few things are free. The app is part of the offerings of logos suite of software. They are paying developers to maintain the software and these costs are included in the model of the pricing of the software. 

One can download the app and be provided with some basic resources at no cost.

Once one has purchased additional resources it might be legitimate to complain that the app provided use the resources is not up to snuff but it is incorrect to say that one has paid for the software even though one might have paid a premium for the tagging of the resources.

Hi Mike, I'm not sure what you want to achieve with these comments? Logos is providing a free version to attract new customers as many apps on the iStore do.

Hi Mike, I'm not sure what you want to achieve with these comments? Logos is providing a free version to attract new customers as many apps on the iStore is doing.

Dear Diederick,

Thank you for sending your logs. 

We continue to work on the ticket we have opened for your problem with downloading books.

We do not anticipate this being a simple fix and it may be some time before it is implemented

I apologize for the inconvenience in the meantime.

I can understand that you are eager for a resolution of this frustrating problem, but we do not need more logs for this ticket.

Please let us know there any other issues you wish to report.

– 
Joe McCune
Customer Service, Product Tester
Logos

It seems that this issue does not have the right traction to be resolved, as it has been outstanding for more than a month now. 

Dear Diederick,

Thank you for sending your logs.

We continue to work on the ticket we have opened for your problem with downloading books.

We do not anticipate this being a simple fix and it may be some time before it is implemented

I apologize for the inconvenience in the meantime.

I can understand that you are eager for a resolution of this frustrating problem, but we do not need more logs for this ticket.

Please let us know there any other issues you wish to report.

– 
Joe McCune
Customer Service, Product Tester
Logos

I'm not sure this issue is getting the right attention; as it has been outstanding for more than a month now.

Diederick, I can assure you that this issue is receiving attention. Joe, myself and the mobile development team are all aware of it and investigating the best route to fixing it. 

I am hoping to get some sort of update on the progress that has been made to investigate the software problem. It is going now for almost 2 months without any resolution; getting the same responses.

Diederick, I can confirm that we still working on the ticket for this issue, but that it has not been resolved  yet.  I apologize for the inconvenience.

I have had this problem on my iPad as well on all my iPads for that matter.  My iPhone with an M1 processor seems to have no problem—similar results as Diederick had mentioned in the above posts. I almost purchased an iPad with an M1 processor until I read this thread.  There seems to be an issue on iPads when downloading large amounts of resources, and there are periodic crashes when reading and highlighting.  It's been 2 days now, I keep restarting the downloads and it does a little at a time until it crashes.  My last attempt said it had 507 resources to download and crashed out at 337 left.  

Ipad 7th generation

OS 17.03

I am sorry to hear that you are having this difficulty, Mark.

Please send us your logs, this should help us to investigate this further..

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. Mark the email "Attention: Joe".  Press “Send” to send your report.

My last attempt said it had 507 resources to download

My iPhone with an M1 processor seems to have no problem

whoops, my bad.  should have stated newer processor.  ...   regardless.  It seems to download and run with just over 7000 resources on the phone.  As of yet, I can not get all my resources on the iPad. I have about 5000 on iPad.  Not my entire library.  

I’m checking in for any update on the progress made to resolve the issue. It seems that there is no resolution forthcoming. 

I’m checking in for any update on the progress made to resolve the issue. It seems that there is no resolution forthcoming. 

Diederick,

I can confirm that we are still working on this issue, but it has not been resolved yet.  

I apologize for the inconvenience that you continue to experience.

Another release, yet no fix, disappointing.

I have uninstalled the logos software from all my mobile devices, I have no use for it anymore. With the new release other additional errors and crashes are now appearing. It has taken me more time to navigate through all the crashes than actually benefitting from the software.

I have uninstalled the logos software from all my mobile devices, I have no use for it anymore. With the new release other additional errors and crashes are now appearing. 

Dear  Diederick,

The problem you have been experiencing should be fixed with the upcoming release of our Version 30 update.

 

Please let us know if you see an improvement once this update is available.  We know you have experienced this problem for a long time, and we would be very glad to hear that this situation has been resolved.

– 
Joe McCune 
Customer Service, Product Tester 
Logos 

My comment:

Subsequently logos is still on version 29. What concerns me is that my rating and comments have been removed from the app store. It seems that logos are removing low ratings to favour the software image, giving a skewed view of what people believe the software to be. This is unethical, nonetheless Christian. I have moved on to a different app for my Bible study.

Dear  Diederick,

The problem you have been experiencing should be fixed with the upcoming release of our Version 30 update.

 

Please let us know if you see an improvement once this update is available.  We know you have experienced this problem for a long time, and we would be very glad to hear that this situation has been resolved.

– 
Joe McCune 
Customer Service, Product Tester 
Logos 

My comment:

Subsequently logos is still on version 29. What concerns me is that my rating and comments have been removed from the app store. It seems that logos are removing low ratings to favour the software image, giving a skewed view of what people believe the software to be. This is unethical, nonetheless Christian. I have moved on to a different app for my Bible study.