Loss of Resources

James Brown said:

I just purchased 2 new resources. They downloaded and installed in LDLS 3 with no problem on my laptop. I synced my licenses.

I opened L4.. books did not show up as expected. I closed L4 and then reopened... It went into it's library prep and indexing... I went from 1370 resources to 930 in the indexing. When L4 opened (while still indexing) I have lost my Baker NT commenatries, IVP Commentaries, Preaching The Word Commentaries, Pillar NT Commentaries, Barnhouse commentaries.... maybe more...

I thought I would try my desktop. I DID NOT download or sync any LDLS 3 files. I opened L4. It synced and started indexing. I was down to 930 resources on my desktop as well.

Both are re-indexing. My notebook has started saying there are updates and appears to be in a download - reindexing loop. Interesting too is that my 2 new resources don't show up in L4 either. HMMM...

Will post files when it stops.

Jim

UPDATE: Logs attached. Close to 150 resources are still missing.

How do I get them back?

The license server is currently not returning the correct license sets for all resources when logging in, this should be fixed and back to normal in a bit.

There is obviously an issue with the number of resources one has and how to determine if we have an accurate accounting. However, I believe this problem predates v4. I can recall several phone calls I've had with Customer Service to correct information regarding resources I should have but for some reason didn't have access to. Crediting Customer Service, those issues have always being resolved immediately and to my satisfaction. So, over time, I've accepted this as the default process whenever I've been in doubt about what should be my total available resources. To be honest, I don't think I could ever say what should be the total number of resources that I should have. Normally my indication of a possible problem is when I don't have access to a resource that I know I've purchased.

That leads to this observation, on my home computer when I access my library I get an indication of 1,964 resources (I have Scholars Gold plus some additional purchases). However, on my office computer I have over 2,000 availiable resources! I can't tell you what resources are missing on my home system, it seems I have access to all my ususal resources. The weird thing is that if I were to expect this discrepancy I would have guessed my home system would have had the higher listing of available resources. My home system is the one that I generally try to make sure has all my resources. I wouldn't begin to know how to find the discrepancies short of printing out a listing from both systems and manually comparing them. (I have no plans of doing that.) So, I'll rely on process I've been used to, when I find something missing I'll call Customer Service. But here's my real dilemma, why isn't this discovered and corrected in the synchronization process? If each application on each computer is accessing the same database at Logos shouldn't the number of resources eventually equalize? Am I missing something in what happens in the synchronization process?

7,000 resources?! Wow!

Don said:

Something I noticed is that it matters how I have items listed. If I select Titles it shows 7237 resources. But if I select Authors, it shows 8803 resources because some titles have multiple contributing authors..

That is weird...I'd call it a bug since it must be counting resources twice (or more).  I also have a different numbers for other sorts:

1486 (sorted by Title)

1859 (sorted by Author)

2826 (sorted by Subject)

1498 (sorted by Language)

1487 (sorted by Publisher)

all other sortings show 1486.

AndrewMckenzie said:

This would be expected as a book may have more than one author, classified under more than one subject, include more than one language and it seems in one case more than one publisher which is possbile as I remember resources showing as joint publishing between say Logos and Thomas Nelson as a possible example.

Hence the problem! Don't get me wrong, I really do appreciate the ability to lookup resources under a variety of options. For instance, there have been many times when I've forgotten the title of a resource and have been able to look it up by the author. But the fundamental challenge is what is the accurate count of what we have or should have. For me it becomes a gnawing question especially when I get differing information on my home and office installations. The accountant in me wants to reconcile! Is there anyway to determine an exact count?

This may be by design, but I've reported it in case it isn't.

Thanks,
Melissa