Logos Totally Broken After Update

This is the worst bug report in my Logos experience.

After a Logos application update, the Desktop app no longer works. Clicking on Logos gets no response. It's as if the application turns on for a split second then exits. The window never pops out.

Downloaded the setup file from Get Started with Logos and ran it, got a message that Logos is "up to date" but the error persists.

Please fix this!

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Comments

JT (alabama24)

What specific OS are you using? Can you provide logs (see my signature line).

Bradley Grainger (Logos)

Try "Repairing" the installation from Apps in Windows 10 Settings.

Lee

https://community.logos.com/discussion/comment/1323269#Comment_1323269

This is a Windows 11 environment.

In "Apps" there is only uninstall, no repair option, and modify is greyed out.

Logos (36.1) worked just fine before the application update.

Lee

https://community.logos.com/discussion/comment/1323271#Comment_1323271

No logs can be collected. The Logos splash screen appears only for a split second then disappears, whether or not CTRL is pressed.

Please Logos, get your act together. How can something so catastrophic happen because of your update?

Roger Pitot

https://community.logos.com/discussion/comment/1323346#Comment_1323346

Lee, when you are one of very few that faced this issue while thousands of others don't, it's more likely to be a problem with your setup than a Logos problem of not having their act together. It appears you also had a problem installing Logos 10.

While your frustration is understandable, the fact that you had problems with both 10 and the latest version surely confirms this.

I don't know of an easy solution - have you checked if you have enough free space on your drive? Otherwise contact support.

JT (alabama24)

https://community.logos.com/discussion/comment/1323346#Comment_1323346

You assume that the update is at fault (it may or may not be) and that the issue isn’t unique to your system (it may or may not be). In any case, there aren’t multitudes of users complaining about the issue. If you arent able to grab logs, your best bet is to call customer service.

Lee

https://community.logos.com/discussion/comment/1323353#Comment_1323353

Fixed an issue causing corrupted installation for users updating to v37 from a version prior to 36.1.

This was in Release Notes 37.1

Free space? 1.5 terabytes.

Installing over with newest installation file? "Up to date" then quits.

Did I break the system with a user interaction? Just updated, restarted on request, then kabloom.

Erin Borkowski

https://community.logos.com/discussion/comment/1323372#Comment_1323372

Since most aren't having issues I would ensure you have all of the latest updates from Windows. Then uninstall the program, Reboot, then reinstall the program from a fresh download.

Lee

https://community.logos.com/discussion/comment/1323377#Comment_1323377

latest updates from Windows - All patched up week prior to the update.

Uninstall, reinstall - doing that, and to avoid having to download many gigabytes in resources, had to look for an old archive of Resources to get around that. Saved 40GB of downloads, but still had to download 4.4GB. Needless to say the uninstall deleted everything.

This experience is the worst. Half a day's work gone (the crash happened before a meeting was due to start, of all things).

After all this hassle, not even a mildly worded apology or sympathetic note. Worst support experience ever. I will stop recommending Logos to others. This is the end of the line for me.

Mark Galer

https://community.logos.com/discussion/comment/1323397#Comment_1323397

In all honesty, if you are using Windows, it could be the OS that is corrupt, not Logos. Look up how to repair corrupt Windows files, and run the routine. If that does not work, you might have to reinstall Windows. Been there, done that.

Graham Criddle

https://community.logos.com/discussion/comment/1323346#Comment_1323346

Hi Lee

I'm sorry to see what you are experiencing

No logs can be collected. The Logos splash screen appears only for a split second then disappears, whether or not CTRL is pressed.

The quick appearance of the splash screen doesn't necessarily mean logs can't be collected.

https://support.logos.com/hc/en-us/articles/360027869132-How-to-Enable-and-Submit-Log-Files#tab-windows-logging shows how to enable logging - and the section towards the end headed

Logging problems installing Logos

might be particularly helpful.

If you are able to generate logs using that method, and post them here, we might be able to work out what is going on.

Graham

Lee

https://community.logos.com/discussion/comment/1323412#Comment_1323412

I truly abhor all the well meaning but dismally wrong/irrelevant guesses to show that there's a problem with my setup. Read Job lately?

It's barely two months since a fresh Windows 11 installation. No issues up to the updates.

I would like to thank those (e.g. Graham) who showed genuine courtesy. The silver lining here has been - I will save money from now on from all the Logos purchases, and I will make sure to unrecommend Logos to others.

MJ. Smith

https://community.logos.com/discussion/comment/1323397#Comment_1323397

This experience is the worst. Half a day's work gone (the crash happened before a meeting was due to start, of all things).

With the sync, everything should be saved not lost.

Worst support experience ever.

The forums are peer-to-peer help not customer support. Have you chatted with Customer Support? What they said might help us identify the problem.

to show that there's a problem with my setup.

The problem is specific to your setup in the sense that most users updated without a problem. That is what makes it difficult to tell you how to correct the problem - we can't see your computer to see what is different. If you go through Customer Support, they have that capability it they need it and if you give them permission. While I know what I would look for next if this were happening to me, I think it would be best if you went through Customer Service and let them handle it. They'll probably have you up and running quickly.

Bernhard

https://community.logos.com/discussion/comment/1323271#Comment_1323271

This is a Windows 11 environment.

In "Apps" there is only uninstall, no repair option, and modify is greyed out.

Even in Windows 11 the option is still available for Logos if you go through the old style control panel, see https://support.microsoft.com/en-us/windows/repair-apps-and-programs-in-windows-e90eefe4-d0a2-7c1b-dd59-949a9030f317

(why, why, why has Microsoft still not brought all options to one place????)