Bug: Spinning-sync-wheel crash on Mac

Here is a log of a spinning-sync-wheel crash on Mac. I posted similar logs before here on the Forum and had hoped that the recent updates would have fixed the problem. But so far, Logos still crashes on average every 15-30 mins with the sync wheel spinning constantly and the CPU usage going high. Logos has to be force-quit to stop.

I use a brand-new MacBook Pro.

Armin

LogosLogs.eberlein.20131127-063850.zip

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Bradley Grainger (Logos)

When the app is hanging, please collect a sample. Regular log files are not useful for diagnosing a hang.

Armin

https://community.logos.com/discussion/comment/546422#Comment_546422

Here we go. The first sample was taken when the main Logos window was still shown, however, the constantly spinning wheel occurred. The second sample was taken after closing Logos 5 (not force quit) and the window "Synchronizing. Please wait while your documents and settings are uploaded..." was shown.

After that, I had to force-quit Logos.

Armin

2260.LogosLogs.eberlein.20131127-161710.zip

1680.LogosLogs.eberlein.20131127-161811.zip

Dave Hooton

https://community.logos.com/discussion/comment/546567#Comment_546567

Here we go. The first sample was taken when the main Logos window was still shown, however, the constantly spinning wheel occurred. The second sample was taken after closing Logos 5

The logs are the same in both samples.

There are plenty of timeouts and some outright sync errors, but many format exceptions on the Bible Exposition Commentary for text ranges. Whether clippings, notes or highlights I can't say, but try re-doing them or removing them. Other than that it might be best to call Logos Support.

Armin

https://community.logos.com/discussion/comment/546683#Comment_546683

Whether clippings, notes or highlights I can't say, but try re-doing them or removing them. Other than that it might be best to call Logos Support.

Just imagine Microsoft came out with an update to MS Word that causes your previous documents to crash. When you tell them about it, they tell you: Sorry, just redo them or delete them.

Armin

MJ. Smith

https://community.logos.com/discussion/comment/547162#Comment_547162

When you tell them about it

If you want them to equal Logos, call customer service. In the forums you are speaking to other Logos users. And my experience is that Microsoft is not very responsive.

Bradley Grainger (Logos)

Here is a log of a spinning-sync-wheel crash on Mac.

I'm not sure what this means.

Do you see the OS "beachball" cursor? Is the app responsive, but the Sync icon in the top-right of the app just keeps spinning? Or does the app actually crash?

It seems like you've described potentially three different things, but we need a specific, detailed description of what is happening to troubleshoot the problem properly.

Armin

https://community.logos.com/discussion/comment/548781#Comment_548781

Thanks so much, Brad, for getting back to me. It is the Sync icon in the top-right of the app. Here is a typical scenario.

1) I start Logos. All is fine. The sync icon come on occasionally, spins for a few seconds and is done.

2) Then, usually 15-45 mins after the start of Logos, the sync icon keeps spinning and does not stop any more.

3) On occasion, the CPU then goes really high. However, I haven't noticed that recently any more.

4) I can still use Logos.

5) When I try to quit Logos, the Sync-at-exit window displays and never finishes.

6) When I click "Exit now", the window disappears.

7) However, the Activity Monitor shows that Logos still runs. It can also not be restarted. I then have to force-quit the application.

I hope this helps.

Armin

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/548827#Comment_548827

Thanks for the detailed description.

At which step(s) did you collect the sample?

Martin Potter

https://community.logos.com/discussion/comment/548827#Comment_548827

Armin,

There are a couple of several hour long gaps in the log file:

11/27/2013 06:49:34 | ERROR
11/27/2013 09:49:40 | ERROR
11/27/2013 14:54:10 | ERROR

Are you putting your computer to sleep while Logos is running?

Armin

https://community.logos.com/discussion/comment/546567#Comment_546567

Thanks, Brad. I don't know how to link to a previous post, so I include it here:

Here we go. The first sample was taken when the main Logos window was still shown, however, the constantly spinning wheel occurred. The second sample was taken after closing Logos 5 (not force quit) and the window "Synchronizing. Please wait while your documents and settings are uploaded..." was shown.

After that, I had to force-quit Logos.

Armin

2260.LogosLogs.eberlein.20131127-161710.zip

1680.LogosLogs.eberlein.20131127-161811.zip

At this very moment, Logos runs fine, so I cannot completely verify it. But I assume the first sample was taken during step (4). The second sample during step (5).

Armin

https://community.logos.com/discussion/comment/548856#Comment_548856

Armin,

There are a couple of several hour long gaps in the log file:

11/27/2013 06:49:34 | ERROR
11/27/2013 09:49:40 | ERROR
11/27/2013 14:54:10 | ERROR

Are you putting your computer to sleep while Logos is running?

Yes, I do occasionally put my computer to sleep. I usually don't do this with the Logos window displayed but I might do it after clicking the red dot (not sure what this is called since I am new to Mac), i.e., not necessarily after properly quitting Logos. However, the problem does also occur when I properly quit Logos or even after a reboot of the computer.

Armin

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/548866#Comment_548866

I usually don't do this with the Logos window displayed but I might do it after clicking the red dot (not sure what this is called since I am new to Mac), i.e., not necessarily after properly quitting Logos.

This closes the Logos window, but doesn't exit the application. We have identified a bug (in Mono) that can cause hangs/crashes after waking from sleep, and will be fixing it in the next release: http://community.logos.com/forums/p/78218/547017.aspx#547017

For now, I would strongly recommend hitting Cmd+Q to quit the Logos application before putting your Mac to sleep (until the new version that fixes this bug is released).

However, the problem does also occur when I properly quit Logos or even after a reboot of the computer.

If it does, please post logs with a detailed description of what happened. The more detail we have, the easier it is to track down the problem.

Armin

https://community.logos.com/discussion/comment/548926#Comment_548926

[We have identified a bug (in Mono) that can cause hangs/crashes after waking from sleep, and will be fixing it in the next release: http://community.logos.com/forums/p/78218/547017.aspx#547017

For now, I would strongly recommend hitting Cmd+Q to quit the Logos application before putting your Mac to sleep (until the new version that fixes this bug is released).

Brad,

My problem also occurs when I run Logos after properly quitting it. So I believe there is an issue that's not related to putting the computer to sleep. I will try to post more logs of crashes but they will be very similar to the ones I posted before.

Armin

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/548943#Comment_548943

they will be very similar to the ones I posted before.

At least one of your previous sets of logs was related to the Verse of the Day image on the home page (which has been fixed).

Posting a fresh set of logs, with a detailed description of the problem (hang, crash, other) will be very helpful to us (in trying to track down and fix the problem) if the problem recurs (when not putting your computer to sleep).

Armin

https://community.logos.com/discussion/comment/549073#Comment_549073

Hi Brad,

Thanks for your feedback. I am currently traveling and use Logos mostly offline. So at the moment, I don't have many issues as no syncing happens. There might be a 2-week silence from me. But I will make sure I will provide logs once I am back home.

Somebody who seems to have the same problem as I do, posted here a log:

http://community.logos.com/forums/t/78567.aspx

Armin

https://community.logos.com/discussion/comment/549653#Comment_549653

Well, it just happened, though in a slightly different situation. After working on Logos for ~30min I wanted to look at the homepage. However, the wheel on the home page never stopped spinning and the sync wheel continues to spin.

Here is the sample while still everything spins:

6278.LogosLogs.eberlein.20131206-204528.zip

However, I can again click the Home Button and go back to do my reading. But the Sync Wheel still spins.

I then tried quitting Logos. However, the "Synchronizing" pop-up would not go away. When I click "Exit now", the window goes away but Logos still shows up in the Activity Monitor with "not responding" in backets. Logos cannot be started any more at this point in time. I have to force quit it.

After a force quit, I can again start Logos with no problems. I can even go to the Home Page.

Armin

https://community.logos.com/discussion/comment/549665#Comment_549665

Here is another sample that was taken after the same situation occurred as described in the previous post:

4314.LogosLogs.eberlein.20131209-104522.zip

Armin

Yun Ho

https://community.logos.com/discussion/comment/550310#Comment_550310

Armin, did you fix the problem?

I have same problem.

I cannot fix the problem.

If you fixed it, please let me know how to fix!

Armin

https://community.logos.com/discussion/comment/550310#Comment_550310

Here is again a log. This time, I tried to load a layout but the loading never finished. The sync wheel continued spinning and this time I also had the beach ball.

7752.LogosLogs.eberlein.20131212-100036.zip

Armin

https://community.logos.com/discussion/comment/551271#Comment_551271

Armin, did you fix the problem?

I have same problem.

I cannot fix the problem.

If you fixed it, please let me know how to fix!

No, I still have issues, but they have slightly decreased in frequency without me doing anything specific.

I hope Bradley is still monitoring this thread. Hopefully, the logs help him track down the issue.

Armin

https://community.logos.com/discussion/comment/551285#Comment_551285

Here is another log of a crash where the sync wheel just continues spinning and the CPU goes up. It happened after a complete reboot of the computer.

6471.LogosLogs.eberlein.20131231-072655.zip

Armin

Dave Hooton

https://community.logos.com/discussion/comment/556720#Comment_556720

The logs show lots of web service errors but no crash. There is enough info for Logos to be concerned, though.

Armin

https://community.logos.com/discussion/comment/556898#Comment_556898

The logs show lots of web service errors but no crash. There is enough info for Logos to be concerned, though.

Thanks, Dave. I really hope that Logos looks into my fairly frequent crashes.

Armin

https://community.logos.com/discussion/comment/556988#Comment_556988

Here comes another log taken after a fresh start of the computer, fresh start of Logos, about 15 mins (?) of use. The sync wheel starts spinning constantly. When I try to close Logos, the sync popup will stay there until I click Exit. But even then, I have to force-quit Logos.

Armin

5164.LogosLogs.eberlein.20140102-061900.zip

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/556988#Comment_556988

I really hope that Logos looks into my fairly frequent crashes.

"Crash" has a specific meaning: that the application exited abruptly and unexpectedly. AFAICT, the problem you are experiencing is that you have to Force Quit Logos when you exit it (which is not a crash). Is this correct? If so, "hang" might be a better description and would help us understand exactly what problem we're trying to troubleshoot.

Armin

https://community.logos.com/discussion/comment/559739#Comment_559739

I really hope that Logos looks into my fairly frequent crashes.

"Crash" has a specific meaning: that the application exited abruptly and unexpectedly. AFAICT, the problem you are experiencing is that you have to Force Quit Logos when you exit it (which is not a crash). Is this correct? If so, "hang" might be a better description and would help us understand exactly what problem we're trying to troubleshoot.

Thanks, Bradley. You are correct: What I am experiencing most of the time is that Logos "hangs" and requires a Force Quit.

I do experience a "crash" every few days with Logos just disappearing from the screen. However, this thread is not about those. Feel free to edit the thread title. I don't think i can still do this.

Armin

Gregory Barnes

https://community.logos.com/discussion/comment/559907#Comment_559907

Armin,

I have been experiencing the same thing for quite some time now. I too have posted logs and sent some attached to an email to the LOGOS tech support. Haven't heard anything yet. At first I thought that Logos may not like synching behind an anonymous proxy, so I stopped using my proxy app when using Logos. This didn't help. I get the same problem whether Logos is running in conjunction with other apps or alone. One of the forum users told me the same thing about the logs; that htere were alot of time-outs, etc.

I'm using OSX 10.6.8, btw.

Greg

George Somsel

https://community.logos.com/discussion/comment/560440#Comment_560440

http://www.youtube.com/watch?v=UIYWtriK6WU

Armin

https://community.logos.com/discussion/comment/559907#Comment_559907

Here is another sample taken when Logos hang. Logos was shutdown completely before it this hang occurred.

Armin

0435.LogosLogs.eberlein.20140124-061824.zip

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/563204#Comment_563204

Thanks for posting the sample. When we analysed it, it showed that the UI thread was responsive for 3.07s of the last 3.1s (the sample is taken over a few seconds), so it's difficult for us to understand how this is causing the hang you were seeing. It's possible that a screencast (e.g., http://www.techsmith.com/jing.html) may help us understand better.

The end of the log files showed that you had been getting a lot of network communication failures. How are you connected to the Internet (cable, DSL, etc.)? Do you have a wired or WiFi connection? What brand of router?

We're making some changes in 5.2a to try to improve network reliability, particularly under Mavericks. If you like, you could try joining the beta programme (but see the warnings: http://community.logos.com/forums/t/52967.aspx) to see if it improves your Logos 5 experience. (Or you can wait until 5.2a ships to all users and upgrade then.)

Armin

https://community.logos.com/discussion/comment/564312#Comment_564312

Hi Bradley,

Thanks so much for your reply. I installed Jing and will record the hanging when it happens again. It might take a few days as the problem occurs infrequently. There are days when the program hangs several times a day, but then also a week without any problems.

I have cable and subscribed to 20Mbps download and 2Mbps upload. My laptop is wirelessly connected to the AirPort Time Capsule which is plugged into an Arris CM820 cable modem. I have not noticed any Internet issues with any other applications.

More details after the next hang.

Armin

https://community.logos.com/discussion/comment/564356#Comment_564356

Bradley,

Just a quick update: So far, I have had the spinning-sync-wheel hang only once. Unfortunately, it happened just when I had to leave home so I could not record the screen. But overall, the problem has significantly improved.

Armin