CRASH: (BUG) L5 stops woring when starting Bible Facts...

This is the error message:

Logos Bible Software 5 has stopped working
A problem caused the program to stop working correctly.
Windows will close the program and notify you if a solution is available.

I have an EP121 ASUS tablet PC running win8. 4gRam, 128G SSD.

This system has been working flawlessly. The only change that I know of is that I received an update that updated 101 of my resources. the index completed okay. What other information can I provide?

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Dave Hooton

What other information can I provide?

If you can reproduce it we'd like logs--> logos.log + crash/error logs (please upload as in wiki). Otherwise upload the crash/error logs you should have.

Brent Hoefling

https://community.logos.com/discussion/comment/450454#Comment_450454

What other information can I provide?

If you can reproduce it we'd like logs--> logos.log + crash/error logs (please upload as in wiki). Otherwise upload the crash/error logs you should have.

da logs (attached)4657.l5-bdh.zip

Dave Hooton

https://community.logos.com/discussion/comment/450768#Comment_450768

That's looks like a MS system error and you should contact Logos Support to diagnose it.

Brent Hoefling

https://community.logos.com/discussion/comment/450776#Comment_450776

thanks. I'll give them a call in the morning.

Brent Hoefling

https://community.logos.com/discussion/comment/450825#Comment_450825

Follow up for anyone interested:

I called support at Logos. as usual, they were great, and patient. I had to call a second time, because the only time I can call is when I am at my secular job, and had to take another call for business stuff.

on my second call, they already had all the information from the fist call at hand (this is a rarity for tech support, in my experience), and the second support person I talked with, essentially picked right up where the first left off. I didn't have to go through all the initial issues and troubleshooting again.

the second person was helpful as well and helped me with the error logs and understanding them. the problem is that the issue was "pointing" to Microsoft, and not a Logos Issue. He helped with rebuilding a couple things, and reinstalling Logos (without requiring me to re-download all the 40 or so gig of resources). that was the last thing, and it took several hours for the system to rediscover the resources (not download, just discover/verify? them).

since that was the last thing he could do, and it was taking a long time, there was no reason to keep him on the line. total time on the phone with Logos = about 2 and a half hours.

Last night, the system came up! so I tried to reproduce the error again. and viola' - the crash happened again. but the next time I rebooted, and relaunched L5, there was an app update. loaded the update, restarted and just to be sure, I tried to replicate the issue again - still crashes. bah. after talking with the second tech, and his suggestion to talk with MS support or reinstall the OS, I took some of his advice.

I called a friend in MS tech support, and sure enough there were some .NET and other issues. after rebuilding, and reinstalling several things, guess what? - yuuuuup, you guessed it. L5 still crashed when clicking on bible facts in the menu...

Total time bugging my support friend = another 2 hours. bah.

I was loath to reinstall the OS (Win8) again. I had recently reimaged the system from Win7, when I got L5. I didn't want any issues, so I reformatted, and installed win8 a month ago, and installed win8 pro64x from scratch (USB install). Then installed my new portfolio L5 upgrade complete with a day and a half downloads and a 2 day indexing. - so, as you can imaging, I wasn't willing to do that again. especially with MS and L5 - essentially - pointing fingers at each other.

I then began to pour though the logs and my local event logs as well. I found that indeed there was some .net corruption issues - even after uninstall, reinstall, re adding latest security updates. I did it again, and when it came back up the issues were back again.

At last resort, and since I was maybe going to have to reinstall everything from scratch, I decided to uninstall recently added apps (sorting in add/remove programs appropriately). I was bound and determined at this point to find the culprit if possible. I began a process of uninstalling an app, then reinstalling .net, after each reboot, the .net issue was still there, no errors, but it showed in event log when launching L5.

at the 6th app, I found it. when I uninstalled the app, then reinstalled .net, it continued to work. I then launched L5 and successfully opened Bible facts... so, the culprit was an older version of Actual Tools Multiple Monitors. I can't say that is an issue for everyone, but for my particular situation and circumstances removing that fixed my Logos issue.

hope this helps someone.

Dave Hooton

https://community.logos.com/discussion/comment/452605#Comment_452605

I then launched L5 and successfully opened Bible facts... so, the culprit was an older version of Actual Tools Multiple Monitors.

Thanks for the feedback Brent.

I hope you sent a report of this incident to their support forum --> "Simply the Best multi-monitor software crashes my Logos app when it launches a floating window".

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/452605#Comment_452605

at the 6th app, I found it. when I uninstalled the app, then reinstalled .net, it continued to work. I then launched L5 and successfully opened Bible facts... so, the culprit was an older version of Actual Tools Multiple Monitors. I can't say that is an issue for everyone, but for my particular situation and circumstances removing that fixed my Logos issue.

Thanks for letting us know the cause; this will be helpful if someone else calls in or posts on the forum with the same problem.

Thomas Ball

https://community.logos.com/discussion/comment/452605#Comment_452605

so, the culprit was an older version of Actual Tools Multiple Monitors.

Do you recall what version of the app you uninstalled?

Brent Hoefling

https://community.logos.com/discussion/comment/452984#Comment_452984

so, the culprit was an older version of Actual Tools Multiple Monitors.

Do you recall what version of the app you uninstalled?

I do not exactly. I believe it was 4.x, 4.22 comes to mind.

Thomas Ball

https://community.logos.com/discussion/comment/453022#Comment_453022

I believe it was 4.x, 4.22 comes to mind.

Good enough for me. Thanks!