Sync-Hang issues on Mac

We've been getting reports from some users who are unable to quit Logos without using the Force-Quit option. Of these reports, none have provided full steps to reproduce the problem reliably. In most cases, we have a few steps that occur just before Logos freezes, but those steps do not cause Logos to freeze the next time they are tried, making it very difficult to narrow down and diagnose the underlying issue.

What we need:

Full steps, A-Z from when Logos was opened until it was closed, to reproduce the problem on demand (every time I do this, it happens).

Please include logs. You can find logging instructions at www.logos.com/maclogs.

Example: “I opened Logos to “Layout X” (or Home Page, or Blank, etc). I performed this action (detailed instructions) in this book (or guide, or search, etc). I put my Mac to sleep. I woke it. I did this other action. I tried to quit and it froze.”

If you are able to provide this information on this thread with a log of sample, that will be a huge help to us in identifying why this issue occurs for some users.

Thank you.

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Comments

Randy W. Sims

I haven't been following very close; I don't have a mac. Just curious: Does it always happen after sleeping? What happens if Logos has data to sync and is in the middle of syncing when it's put to sleep?

David Bergquist

https://community.logos.com/discussion/comment/478364#Comment_478364

Yes, is happens often after the MacBook as been closed for the night.

I will try to give the steps that make this happen, but I am not sure I know enough to make it happen. More than half the time it closes fine, but there is a significant part of the time that it hangs when I quit Logos and must force quit Logos.

Any good ideas on keeping track of what is done, apart from a detailed log of every web page I visit, every program I open, every program I close and every time I open my mouth ? ?

If I knew the steps, I would have given them to Logos.

David Bergquist

https://community.logos.com/discussion/comment/478364#Comment_478364

It could be all that is needed to reproduce this problem is

start Logos in the evening and use it

close MacBook for the night

open MacBook in the morning

sync Logos

try to quit Logos

Daniel just explained how to use the quickTime screen recording function.

I will try to get that going and then we can find some way to send the recording to Logos.

Anon

https://community.logos.com/discussion/comment/478364#Comment_478364

Does it always happen after sleeping?

Not for the only two times (first, and last of March) this has occurred for me. Computer doesn't sleep - that seems to be in line with what David is experiencing. Seems this came about when 5.0b was first released.

I'd be extremely frustrated if this occurred frequently. Hopefully, they'll figure this out.

JT (alabama24)

Tommy - I have had problems with needing to force close Logos. It is sporadic, but MUCH more often over the past couple of months. For me it is often after a download... the installer finishes doing its thing, and asks to restart... only it hangs when I tell it to do so. This isnt the only time I have to force quit, but it does happen somewhat regularly. I will do my best to submit logs next time it happens. Since I am running beta, would you like me to post over there, or for the sake of keeping things together, would this thread be better?

I dont know if this is related or not... I am regularly having Logos give me a "problem report" warning (screen shots below). When I go to shut down, there is no sync pop up... and shut down is nearly instantaneous. If you want me to create a new thread in the beta forum, let me know. Here are the logs: 6303.LogosLogs.20130404-222434.zip

David Bergquist

Tommy, I succeeded in making screen recordings with Quicktime.

Unfortunately, this time Logos quit quick and clean.

Is medium quality recording good enough for your needs ?

Is there Quicktime save option that works best to get the recordings to you ?

He is risen !

Ever in Christ,

David

Phil. 4:19

David Bergquist

Tommy, I am trying to think of more steps that lead to the problem. Here is a screen shot that shows what I typically have open as I use Logos.

I go back and forth between the resources.

I sometimes do searches.

Almost always I close the MacBook at least once, but most often several times.

I use the reading view.

Safari is open, going to a number of pages.

Evernote is open and closed, perhaps serval times as I have need.

I clip from Safari to Evernote, sync Evernote, edit the note and sync again.

May do this several times.

iTunes is opened, used to sync the iPod and closed

More recently have the Logos Logging Utility running all the time and

the Activity Monitor all the time to check how much of the new 16 gigs is used.

I use Mail as needed.

Other programs are sometimes opened.

These are some of the steps that may lead to the problem, but I do not know if any, a few or all of them are factors.

Almost wish we could swap computers.

He is Risen ! !

Ever in Christ,

David

Phil. 4:19

David Bergquist

Details on how I use Logos:

Sometimes use the ESV interlinear pane

Highlight text in various resources.

Search for a word or phrase

Check readings the next Sunday in the Lectionary

Many times read the reading directly from the ESV

Check notes on the ESV text in the Lutheran Study Bible

Open commentaries; the Concordia Luke Commentaries for example.

Use and set bookmarks.

1 for the OT

2 : NT

3: Ps

4: Proverbs

Check notes I put in the Bible.

Many times the notes are confirmation verses

One copy of the Lutheran Study Bible is Link A with the ESV

The other copy of LSB is not linked and is used to refer to an article or a chart.

Did have Logos open to the Logos home screen,

a couple days ago I set it to open to the last open layout.

Perhaps some of this is a factor in the problem.

He is risen !

David

Phil. 4:19

Thomas Ball

https://community.logos.com/discussion/comment/478410#Comment_478410

Since I am running beta, would you like me to post over there, or for the sake of keeping things together, would this thread be better?

It would be best if you posted in the beta forums. This goes to anyone using the beta software. Unless someone in testing directs you to Tech, at which point we would contact you via email and then by phone, you should post in the beta forums. I don't use nor have the same information regarding the beta versions as Testing does, so am ill equipped to aid you as well as they are.

Thomas Ball

https://community.logos.com/discussion/comment/478558#Comment_478558

Is medium quality recording good enough for your needs ?

Is there Quicktime save option that works best to get the recordings to you ?

I personally use Jing. It is free and easy.

JT (alabama24)

https://community.logos.com/discussion/comment/479317#Comment_479317

It would be best if you posted in the beta forums.

No problem… will do. I only posted here because its rare for a Logos employee to start a thread about an issue. [:)]

Michael R. Jones

I'm surprised you can't replicate this because I've been using Logos on a Mac since I switched back to Mac in October of 2011 (Log s4 then upgraded to Logos 5 and I use it every week and most days of the week) and I have never, not a single time, ever, gotten it to close without a force quit. Doesn't matter if I close it at the end of the day or leave it open after sleep or dance a jig then stand on my head. I always, every single time, have to use a force quit. It is especially annoying doing a restart and I forget to force quit Logos beforehand.

David Bergquist

https://community.logos.com/discussion/comment/479648#Comment_479648

Michael, Since you consistently have this problem, you seem to be in a better position to help Logos fix the problem.

It only happens some of the time on my MacBook, but it is often enough to be annoying.

I have no idea how to consistently make the problem happen or not make the problem happen when using Logos online,

though it seems that using Logos offline gives a very reliable clean close.

Christ is risen !

Ever in Christ,

David

Phil. 4:19

fgh

I can't give you any exact steps, of course (who can remember everything they did hours earlier?), but I have some logs and samples from the force quit I just had to do.

As for what I can remember of what I did:

It seems I did a download before I went to bed, and I almost believe I restarted the computer between that and the indexing.
The indexing would have taken place while I slept, after which everything would have gone to rest.
I was at the computer for a few minutes before going to church, but from the look of the logs I never woke up Logos until late afternoon.
Open tabs from last session: Library, two Search tabs, one Bible, and, most likely, five other resources in a large panel. A note file in a narrow panel.
Not sure about the order of the following, and I went back and forth to Safari and Thunderbird the whole time, and Preview once or twice:

Did a Search in the English Summa, and checked out some of the results.
Opened and cleared History, and then closed it again (probably somewhere in the middle of the above). (Which means I found things even slower than usual, and hoped this would help.)
Closed the Summa and the Search tab (could be later).
Clicked on two existing tabs to open them in a floating window instead, and then combined them into the same floating window, after which I compared footnotes for RESOURCE ISSUE: Footnotes in English Dives in Misericordia differ from Latin version. During this I first linked, and then quickly unlinked, the panels. I also switched over to one column view.
Closed the floating window.
Did a Custom Cross Reference Passage Guide, and probably hovered over some of the references (could be before opening, or before closing, the floating window).
May have accidentally opened, and directly closed, something at some point.
Started getting long beach balls during the latter part of the above.
Clicked on the Library tab and filtered for 'useful' Bibles.
Removed an experimental advanced prioritization.

Tried to move Fox to the top of the Priority list.
Endless beach ball.
Opened the Logging Utility and took a sample. It seemed to get stuck near the end, but finally finished. Directly after, however, it too hung.
Force quit about 20 minutes after the end of the log.
Noticed that all free RAM was gone. Logos must have used it all up during the beach balls, and released none when closed. Other programs didn't use that much at all.
Tried to open the sample file, but it wouldn't unzip (it's 8.31 GB!). Tried to zip the 'normal' Logging file, but it almost didn't make it. Lack of RAM?
Had to close everything down and restart the computer to get my RAM back. Had to force quit the Logging Utility to restart.
Even after the restart, the sample file won't open. This time it seems to have unzipped, though it took forever, but then it gave me some kind of 'not allowed' message.
Note: there are hundreds of error lines in the Logos.log, of a kind I don't usually have in my logs.

Seems I have to send the logs by mail, due to size.

fgh

https://community.logos.com/discussion/comment/492417#Comment_492417

Had another force quit pretty directly after the last one, and this time it happened so fast that I think I can actually remember all I did:

Opened to the same Layout as last time.
Switched tabs a couple of times.
Closed two tabs.
Tried to quit.
Hang.
Took a sample.
Force quitted.

Completely different. But there was one thing in common in the background: lack of RAM. The reason I tried to quit was that when I tried to attach the logs above to a mail, Thunderbird started to run amok. Visibly it hanged, but in the background it started to eat RAM with a speed of several GB a minute, similar to what Logos must have done above (though slower). And just like Logos it didn't release any when I killed it. So I had to quit other programs to restart again, which made Logos hang instead.

This seems like a case I should be able to recreate. I'll try it tomorrow. Too tired right now.

EDIT: Wait, 'malloc' is short for 'memory allocation', isn't it? That was all over those error lines above. I knew I should recognize that word!