Logos Bible Software 4 Has Stopped Working

I administer student software purchases at Ozark Christian College. Every once in a while, I encounter a problem I can't resolve by myself. I have a student (Logos 4 Scholar's) who told me that the system crashed.

I have the computer in my power right now, and have confirmed that it crashes.

What I have done previously:

Launched the program by holding down the CTRL key under sign-in page comes open.
Checked the box "Use Blank Layout"

By that method, I was able to open a blank layout. From there, I opened a previous Layout. After a matter of seconds, the system crashes, with the "Logos Bible Software 4 Has Stopped Working" message.

I then noted that there were some Windows Update files ready to be installed. I installed them, rebooted the system and repeated the above exercise with the same results.

I then made certain that "diagnostic logging was set up, rebooted the system once once, and repeated the above, with the same result.

I am now ready to upload the diagnostic logs, in hopes that someone smarter than I can help me discover the problem.

This computer is a number of years old.

It is a Gateway T-168 with an AMD Turion 64 X2 Mobile TL-60 a 2.0 GHz, 3 GB RAM running Windows Vista 32-bit OS. The Windows Experience Index is listed at 3.0.

I just checked Windows Updates. There are no more "Important Updates" for this system.88353.Logos Log Files.zip

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Rich DeRuiter

I then made certain that "diagnostic logging was set up, rebooted the system once once, and repeated the above, with the same result.

I am now ready to upload the diagnostic logs, in hopes that someone smarter than I can help me discover the problem.

The Log file does not report a crash, though it recovers from many errors and warnings.

Looking at the log file, there are a number of error messages (those are what to key in on). Some of them Logos is able to handle - i.e., they don't seem to crash the system. Those appear to be related to milestone and or title issues, possibly related to personal books. You may ask if the student recently built some personal books or transferred some personal books from another computer to this one. In that case it would be best to recompile them with the original source (docx) files.

There's also an error related to the database path. It's unclear to me (I'm no dev.) to which database this refers. But again, Logos seems to recover from this one too.

There is also a problem with the Greek English Lexicon of the New Testament Based on Semantic Domains (resource # 46.30.4). The student may wish to hide this resource, restart Logos4 (ensure that the resource is removed from the resource folder) and download it anew by unhiding and restarting Logos4 again. But Logos seems to recover from problems with this resource as well (those are warnings, not errors, so we would not expect Logos to crash).

The final error message has to do with syncing the preferences database with the Logos servers. While this could be an issue on Logos' side, since more people aren't reporting this, it's probably a client side issue. The exact cause escapes me. You might check the user's firewall and/or antivirus to make sure that there is no block there. There were some reports here a couple of weeks ago about an anti-virus program that was flagging Logos as malware (don't know if it's been resolved, though I believe so). It's worth checking. The other problem could be a corrupt preferences database on the client side. If you're feeling brave you could, after shutting down Logos, move or rename the preferences database, restart Logos and see if it recovers.

But even that last error doesn't crash Logos. There is likely another issue that is causing it and crashing Logos before Logos can generate a report.

What I would suggest, after attending to the above (to rule out any cumulative effect of error upon error), is to start Logos to a blank layout and let it sit blank for an extended period of time. This will allow any syncing to finish. You could look at the log file to make sure no errors were generated, if you wish. Then, assuming Logos didn't crash, do not load but build a layout from scratch, loading a Bible a commentary and one of the guides. If any of them crash the program, one would then be suspicious of one of those resources or guides guides causing a problem.

I know this is a long response, without a definitive answer. Maybe someone with more expertise will also respond. If so, take there advice over mine. I'm just a user, and know what I know by hanging out on these forums.

EDIT: re-edited my pre-posting edit, to clarify what I meant to say. [sigh]

Rich DeRuiter

Just saw this: http://community.logos.com/forums/p/68313/475258.aspx#475258

A quick browse through a log file there, looks somewhat similar to this one.

It looks like this may take a call to tech support.

Randy W. Sims

https://community.logos.com/discussion/comment/475398#Comment_475398

Hey Richard,

That looks like a different problem to me? It looks more like your first analysis is correct, like a corrupted db or file. But I may be reading it wrong???

Rich DeRuiter

https://community.logos.com/discussion/comment/475404#Comment_475404

Hey Richard,

That looks like a different problem to me? It looks more like your first analysis is correct, like a corrupted db or file. But I may be reading it wrong???

There are multiple problems in the log file and many of them are similar to what's going on in the other logs. Notice that the Logos4 file ends without an error, indicating that Logos wasn't able to report to itself what happened. I suspect one of the previous errors, or an accumulation of errors caused the crash. At least some of the errors in the file are very similar to other errors in the log files in a couple of other threads. Since it's beyond our expertise to sort all of this out, a call to tech support is in order (IMHO).

Dave Hooton

https://community.logos.com/discussion/comment/475418#Comment_475418

Near as i can tell the crash is associated with generating the Handout section of a Passage Guide. therefore it would be wise to start Logos from a blank layout and load or generate a layout without that section in a Passage Guide.