Loss of tagging resources due to syncing problem
For the past couple of days I had a warning icon over my sync icon saying that resources were waiting to be synced but when I clicked on it there was an error message. So I called customer service about this issue which also happened last week. I spoke to a level 2 technician and he seemed to have solved the problem. I have always had great service and this time was no exception. Thanks Logos.
BUT....
when I went to resume my work of tagging all my resources (which has been an ongoing project for many days now), it seems that thousands of tags that I entered over the past number of days are now missing! Yikes! I immediately called back but the Logos offices are closed now. I will call back in the morning but would like to know if anyone knows in theory if all the tagging work I've done in the past days can be retrieved. Is this history stored someplace where it can be found again or have I lost dozens of hours of work? Can someone give me some hope here?
Using adventure and community to challenge young people to continually say "yes" to God
Comments
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Out of curiosity… did you see and use the tags AFTER you spoke with the Logos tech? Did you turn control of your computer over to him/her?
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At the beginning of the conversation the tech asked me if I had saved everything and I responded and said that I thought that Logos did that automatically and didn't even know how to save them.
I did turn over control to the tech and that looked like it fixed the problem of syncing but I can't find any of the work I've done in the past number of days.
Frustration!
Using adventure and community to challenge young people to continually say "yes" to God
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I think they can probably get your work back for you, as they do backups of their servers every night. But I would recommend not creating any more of your own content in Logos (you can still do searches and reading) until you've had a chance to talk with Tech Support again, because if they restore you to a backup state prior to when they lost your data for you, they might overwrite any new stuff you'd done since the backup snapshot was taken.
Best wishes, and pray continually...
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Rosie Perera said:
I think they can probably get your work back for you, as they do backups of their servers every night. But I would recommend not creating any more of your own content in Logos (you can still do searches and reading) until you've had a chance to talk with Tech Support again, because if they restore you to a backup state prior to when they lost your data for you, they might overwrite any new stuff you'd done since the backup snapshot was taken.
Best wishes, and pray continually...
Thanks for your encouragement Rosie. I think that is what I needed the most. What makes me doubt that they will be able to get the work back is that it had not been synced but, Lord willing, I will see when I call today.
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Well my saga continues. Three different level 2 techs have now looked at my situation and it is currently being passed on to the developers. They told me I will have to wait for a response from them. So far no luck in retrieving the 20 plus hours of tagging work I did.
I was mistakenly under the impression that Logos always saved everything but this in not necessarily true.
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Bruce Dunning said:
Well my saga continues.
Ugh. Let us know the outcome. We will rejoice or suffer with you.
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Peace, Bruce! My heart goes out to you! I'm sure it will be resolved; but having to live through it is I'm sure a very agonising situation!
At least it would be for me! May God help Logos straighten this up for you very soon! *smile*
I appreciate you very open and optimistic posts, Bruce! *smile*
Philippians 4: 4 Rejoice in the Lord always; again I will say, Rejoice. 5 Let your reasonableness be known to everyone. The Lord is at hand..........
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A helpful post, Justin! Indeed! *smile*
14 Bless those who persecute you; bless and do not curse them. 15 Rejoice with those who rejoice, weep with those who weep. 16 Live in harmony with one another. Do not be haughty, but associate with the lowly. iNever be wise in your own sight. 17 jRepay no one evil for evil, but kgive thought to do what is honorable in the sight of all. 18 If possible, so far as it depends on you, llive peaceably with all.
Peace!
Philippians 4: 4 Rejoice in the Lord always; again I will say, Rejoice. 5 Let your reasonableness be known to everyone. The Lord is at hand..........
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Another day has passed and I have not heard anything. They said that they are working on it but won't give me any idea how long it will be until they are able to give me an answer. What is most frustrating about this is that they have asked me not to do any tagging or documents work until this issue comes to a conclusion. I love Logos but this issues is so frustrating.
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Bruce, how annoying that must be! God has a very lot of unfinished work with me still -- Better Patience has to be at the top of my list of needed improvements ..... *smile* But, I do understand frustration .........
how are you in touch with them? e-mail? phone? Later this evening when I review the day -- and it was a hectic one!!! -- I'll say a few words to our Gracious God about you -- for a number of reasons!
Chautauqua as a geographical place isn't very far from us, Bruce .... When I hear that word .... I think Peace! Chatauqua is a great historical phenomenon also. Here is one of my favourites for the evening... a little boost for your "feeling" the Marvelous Peace of God, eh???
http://www.cyberhymnal.org/htm/d/a/dayisdin.htm
Perhaps this one is a bit more solemn? http://www.youtube.com/watch?v=2Cv6B82T2rY
Philippians 4: 4 Rejoice in the Lord always; again I will say, Rejoice. 5 Let your reasonableness be known to everyone. The Lord is at hand..........
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[:S]Bruce Dunning said:Another day has passed and I have not heard anything.
Bruce Dunning said:I love Logos but this issues is so frustrating.
I bet. Hopefully relief will come soon!
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Bruce Dunning said:
I was mistakenly under the impression that Logos always saved everything but this in not necessarily true.
Logos does save everything. However, if Tech Support (incorrectly) advises you to delete files from your hard drive that contain unsynced data, information can be lost. (I'll have a word with them about this.)
In reviewing the case logs, it sounds like you may have renamed/moved your "Documents" folders instead of deleting them. If so, this would be very good news. How many copies of "LibraryCatalogSync.db" can you find in those copies of the Documents folder? (It will be at the path Documents\random\LibraryCatalog\LibraryCatalogSync.db.) If you send an email to logos4feedback@logos.com, reference this thread, and attach a copy of every LibraryCatalogSync.db that you can find, I'll see if there is data we can recover for you.
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Milford Charles Murray said:
Please note that CyberHymnal had their domain name hijacked by someone in Panama who stole all their content and turned it into an ad-driven site. Please do not use that link. It is not the real deal, is not being updated as the real CyberHymnal is. The real CyberHymnal moved to a new address. Sadly the hijacked one has managed to do a better job of search engine optimization and floats to the top of Google searches. But please let everyone you know who uses CyberHymnal know of the new address:
In particular, that hymn (sans ads) can be found here:
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Bradley Grainger (Logos) said:Bruce Dunning said:
I was mistakenly under the impression that Logos always saved everything but this in not necessarily true.
Logos does save everything. However, if Tech Support (incorrectly) advises you to delete files from your hard drive that contain unsynced data, information can be lost. (I'll have a word with them about this.)
In reviewing the case logs, it sounds like you may have renamed/moved your "Documents" folders instead of deleting them. If so, this would be very good news. How many copies of "LibraryCatalogSync.db" can you find in those copies of the Documents folder? (It will be at the path Documents\random\LibraryCatalog\LibraryCatalogSync.db.) If you send an email to logos4feedback@logos.com, reference this thread, and attach a copy of every LibraryCatalogSync.db that you can find, I'll see if there is data we can recover for you.
Bradley, thanks so much for responding. Any hope at this point is appreciated. Yes, apparently the techs just renamed the document files. Upon their request I sent them copies of the files (over 100 MB) and they are looking at them now. They said that they didn't delete anything but they were unsure how to retrieve the tags. I will send the files to you as requested. Thanks for the offer.
Using adventure and community to challenge young people to continually say "yes" to God
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Using adventure and community to challenge young people to continually say "yes" to God
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Rosie Perera said:Milford Charles Murray said:
Please note that CyberHymnal had their domain name hijacked by someone in Panama who stole all their content and turned it into an ad-driven site. Please do not use that link. It is not the real deal, is not being updated as the real CyberHymnal is. The real CyberHymnal moved to a new address. Sadly the hijacked one has managed to do a better job of search engine optimization and floats to the top of Google searches. But please let everyone you know who uses CyberHymnal know of the new address:
In particular, that hymn (sans ads) can be found here:
Thanks, Rosie! I thought that had been straightened up. Very unfortunate! I'll certainly stay away from that link .... was unaware that the problem still existed ...... Sorry! *smile*
Philippians 4: 4 Rejoice in the Lord always; again I will say, Rejoice. 5 Let your reasonableness be known to everyone. The Lord is at hand..........
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Milford Charles Murray said:
Thanks, Rosie! I thought that had been straightened up. Very unfortunate! I'll certainly stay away from that link .... was unaware that the problem still existed ...... Sorry! *smile*
Yes, I don't think they can get their old domain name back unless the pirating site ever wants to sell it back to them, which they would probably never do, or would charge such an exorbitant rate that this non-profit website would never be able to afford it.
It's a good lesson to anyone who owns a website, to check on the expiration date of your domain name and renew it before it expires; better yet set it to auto-renew. There are good-for-nothings out there who sit around waiting for web domains to expire and then they register them and take them hostage for money, or worse (turn them into porn sites).
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I have now sent 4 emails to ask regarding the status of my issue and none of them have been answered. I am getting quite frustrated and not sure what I should do next. Suggestions?
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Bruce, have you tried calling customer support?
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Sleiman said:
Bruce, have you tried calling customer support?
That's how it all started. I called and was handed to various level 1 then level 2 techs but I have not had a response to my last 4 emails.
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That's unfortunate. If it was me, I would call again tomorrow, express my frustration in a very polite and concise manner then insist to talk to someone with answers or expect answers by the end of the day.
[edit]: Oh and say a prayer before you call and another afterwards for the person working on your case
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Hi Bruce,
Sorry for not getting back to you sooner.
I have received your databases, but have been out of the office sick since Friday. I hope to be back in tomorrow or Friday at the latest, at which time I plan to investigate this problem.
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In this thread I have been expressing my frustration with my specific loss of tags issue but I want to be quick to report that Logos has come through and solved my problem. It looks like they were able to retrieve all of my tags that were lost after they fixed my sync problem. The lost has been found!
Although I was frustrated with the fact that they didn't communicate with me in a timely manner I want to be quick to thank the Logos team for working to solve my somewhat complicated issue and save me a few dozen hours of re-work. All of this just in time for me to do some more Logos work when I take a few holiday days this week.
Well done team Logos!
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Bradley Grainger (Logos) said:
Hi Bruce,
Sorry for not getting back to you sooner.
I have received your databases, but have been out of the office sick since Friday. I hope to be back in tomorrow or Friday at the latest, at which time I plan to investigate this problem.
Hi Bradley,
Thanks for your support through this. As you can see from my above post that I began before you posted your post it seems that the problem is now solved. Thanks again for all your willingness to help. Please pass on my thanks to anyone who has been working on this in the background.
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Bruce Dunning said:
it seems that the problem is now solved. Thanks again for all your willingness to help. Please pass on my thanks to anyone who has been working on this in the background.
Yes, it looks like another developer picked up the case while I was out; I'll pass on your thanks.
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Bruce Dunning said:
In this thread I have been expressing my frustration with my specific loss of tags issue but I want to be quick to report that Logos has come through and solved my problem. It looks like they were able to retrieve all of my tags that were lost after they fixed my sync problem. The lost has been found!
Although I was frustrated with the fact that they didn't communicate with me in a timely manner I want to be quick to thank the Logos team for working to solve my somewhat complicated issue and save me a few dozen hours of re-work. All of this just in time for me to do some more Logos work when I take a few holiday days this week.
Well done team Logos!
That is excellent customer service! I'm glad you got your data back, Bruce.
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[<:o)][:)][Y]
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Excellent news. Great customer service is always a pleasure to experience; while the temptation to skimp on it by the service provider is always strong!Bruce Dunning said:The lost has been found!
I also recently experienced such good customer service and therefore I can attest to it.
Any time the service can exceed expectation, it should do so. That’s what keeps people talking about Logos, championing it, recommending it and coming back for more.
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Bruce Dunning said:
In this thread I have been expressing my frustration with my specific loss of tags issue but I want to be quick to report that Logos has come through and solved my problem. It looks like they were able to retrieve all of my tags that were lost after they fixed my sync problem. The lost has been found!
Although I was frustrated with the fact that they didn't communicate with me in a timely manner I want to be quick to thank the Logos team for working to solve my somewhat complicated issue and save me a few dozen hours of re-work. All of this just in time for me to do some more Logos work when I take a few holiday days this week.
Well done team Logos!
We appreciate hearing that! I do want to apologize for the lack of communication. That was my fault, as I have a shifted schedule (I don't work Mondays as I offer weekend support) that left you in the dark for some time.
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Hunter Clagett said:
We appreciate hearing that! I do want to apologize for the lack of communication. That was my fault, as I have a shifted schedule (I don't work Mondays as I offer weekend support) that left you in the dark for some time.
Thanks Hunter. I appreciate hearing that too.
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Just when I thought I had the problem fixed it has returned again. I was away for a long weekend and just returned today only to find that the yellow triangle has returned. I thought it was safe to work on tagging so I worked on it for a couple of days. I hope that I have not lost all my work again.
Whatever this bug is keeps returning like a bad cold. [:(]
Using adventure and community to challenge young people to continually say "yes" to God
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Bruce Dunning said:
Whatever this bug is keeps returning like a bad cold.
Like yourself, I'm keen to know if Logos have addressed this problem or just hoped it will go away!
Dave
===Windows 11 & Android 13
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Someone else seems to be experiencing this lately too:
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Rosie Perera said:
Someone else seems to be experiencing this lately too:
Thanks for pointing this out Rosie. The problem seems to happen after I do tagging work offline. I'm not sure if it is the tagging or if it is the the combination of tagging off-line.
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Dave Hooton said:
I'm keen to know if Logos have addressed this problem or just hoped it will go away!
We have not fixed the bug yet. There will most likely be a software update to address it.
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Bradley Grainger (Logos) said:Dave Hooton said:
I'm keen to know if Logos have addressed this problem or just hoped it will go away!
We have not fixed the bug yet. There will most likely be a software update to address it.
Bradley, I thought that I should give you an update on what happened. I spoke to Yuri this afternoon and she fixed the problem and somehow I retained my tags that I had recently done but could not sync.
It seemed to both of us that it may be better to wait for the software update to fix the bug before doing any more tagging even though I would still like to do a lot more work. Is this what you are recommending now? If you are recommending not to do any more tagging how will I know when the bug is fixed?
Is this bug just limited to a few people or is this a major problem?
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Bump. Bradley, could you please answer my questions? Thanks!
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Bruce Dunning said:
Is this bug just limited to a few people or is this a major problem?
It has affected a handful of people from the forums, but there could be many others who think it is only a regular sync issue! I would classify it as major when it could arise for anyone tagging resources AND because the workaround can lead to a loss of data.
Dave
===Windows 11 & Android 13
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Bump ... Bradley Grainger please see my questions above.
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Bruce Dunning said:
Bump ... Bradley Grainger please see my questions above.
Another bump for Bradley.
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I just noticed this update.
Logos 5.0b SR-4
Logos 5.0b SR-4 includes all the features of Logos 5.0b, Logos 5.0b SR-1, Logos 5.0b SR-2 and Logos 5.0b SR-3 with the following additions:
Bug Fixes
- My Library
- Fixed bug which caused a sync error triggered by tagging some resources. (See this thread.)
- Search Panel Morph
- Fixed crash which would occur when selecting ‘Show Zero Results’ in Graph Bible Results in the LXX Swete. (See this thread.)
Does this mean that the syncing problem is fixed?
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0 - My Library
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Bump
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The sync bug for the LibraryCatalog should be fixed. Are you still seeing a yellow triangle?Bruce Dunning said:Bump
if you are could you post your logs so we could see if maybe there is a different issue?
Regards,
Seth Copeland0 -
Seth Copeland said:
The sync bug for the LibraryCatalog should be fixed. Are you still seeing a yellow triangle?Bruce Dunning said:Bump
if you are could you post your logs so we could see if maybe there is a different issue?
Regards,
Seth CopelandThanks for responding Seth. No I'm not receiving a yellow triangle but I also stopped doing any work on tagging after the last time I had to call support to get it fixed. I decided I would not do any more tagging until it was fixed. It sounds like it is but I just wanted to be sure.
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Bruce Dunning said:
Thanks for responding Seth. No I'm not receiving a yellow triangle but I also stopped doing any work on tagging after the last time I had to call support to get it fixed. I decided I would not do any more tagging until it was fixed. It sounds like it is but I just wanted to be sure.
You should be good to start tagging again. If you tag any books and it causes a sync error then let us know.
Thanks,
Seth0 -
Thanks Seth. I just wanted to be sure.
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Bruce Dunning said:
Another bump for Bradley.
Sorry, I was away from the forums and didn't see your questions/posts. It sounds like Seth has answered your questions, but if you still have outstanding inquiries, please reply and let me know.
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Bradley Grainger (Logos) said:Bruce Dunning said:
Another bump for Bradley.
Sorry, I was away from the forums and didn't see your questions/posts. It sounds like Seth has answered your questions, but if you still have outstanding inquiries, please reply and let me know.
Thanks Bradley. Yes Seth answered my question. Appreciate all you guys do!
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I should probably start a new thread for this issue. I'm also having a syncing problem with tagging. I have Logos installed on my home and work PCs (both running Win7) and have been tagging on the work PC both online and offline. I have the latest build (5.1a SR-1), but the tagging doesn't show at home. Everything else syncs fine. Shouldn't this problem be fixed? Any help is appreciated.
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Welcome to the forums Steven. [:)]
Yes, please do start a new thread, and explain the issue clearly. From all accounts, the issue in this thread seems resolved. Does the sync work one way but not the other?
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