Downloading fails and locks Logos account

I recently purchase The Fathers of the Church set.

Many of the volumes (but not all) cannot be downloaded to one of my 3 Android mobile devices. Attempting the download fails and for about an hour after the attempt

I cannot start Logos on my desktop unless I work offline

I cannot access Logos.com using any browser or device

All 3 Android devices work in offline only mode.

The same resources download to the other Android devices with problem (once I wait for the account lockout to expire, about an hour)

A few of the volumes that won't download are on the one device are:

Fulgentius: Selected Works

Saint Augustine: The Trinity

The device that the download fail:

Samsung Galaxy Note 10.1 2014 Edition running Android 4.4.2 Build KOT49H.P600UEUNCND2

The devices that can download the same resources with failing:

Samsung Galaxy Note 8.0 running Android 4.4.2 Build KOT49H.N5110UEU2CNE2

Samsung Galaxy Note 3 running Android 4.4.2 Build KOT49H.N900AUCUCNC2

Yes, I'm a Galaxy Note addict. Obsession discovered.

Another question: Why do my forum posts display a number and not my name now?

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Comments

Graham Criddle

Many of the volumes (but not all) cannot be downloaded to one of my 3 Android mobile devices. Attempting the download fails and for about an hour after the attempt

There was a problem reported recently which resulted in period of about an hour where we couldn't access Logos servers. But I can't find the thread at the moment and so can't check on the resolution. Hopefully someone else will be able to find it and point you to it.

Another question: Why do my forum posts display a number and not my name now?

It's an intermittent fault which has been around for some time.

Randy Lane

I recently purchase The Fathers of the Church set.

Many of the volumes (but not all) cannot be downloaded to one of my 3 Android mobile devices. Attempting the download fails and for about an hour after the attempt

               I cannot start Logos on my desktop unless I work offline

               I cannot access Logos.com using any browser or device

               All 3 Android devices work in offline only mode.

The same resources download to the other Android devices with problem (once I wait for the account lockout to expire, about an hour)

A few of the volumes that won't download are on the one device are:

Fulgentius: Selected Works

Saint Augustine: The Trinity

The device that the download fail:

Samsung Galaxy Note 10.1 2014 Edition running Android 4.4.2 Build KOT49H.P600UEUNCND2

The devices that can download the same resources with failing:

Samsung Galaxy Note 8.0 running Android 4.4.2 Build KOT49H.N5110UEU2CNE2

Samsung Galaxy Note 3 running Android 4.4.2 Build KOT49H.N900AUCUCNC2

Yes, I'm a Galaxy Note addict. Obsession discovered.

Another question: Why do my forum posts display a number and not my name now?

BTW , all 3 Android devices use the same stable release, 4.3.3

Randy W. Sims

https://community.logos.com/discussion/comment/607288#Comment_607288

There was a problem reported recently which resulted in period of about an hour where we couldn't access Logos servers. But I can't find the thread at the moment and so can't check on the resolution.

I think the thread you're referring to is this one: http://community.logos.com/forums/p/86009/604113.aspx#604113

That was a very different problem, but the symptoms are exactly the same. That one was resolved on Logos side by their network engineers; it was a networking issue.

Randy Lane

https://community.logos.com/discussion/comment/607666#Comment_607666

After several rounds of clearing the Android pending download queue and retrying I've narrowed this down to just the Fulgentius title as the cause. All of the other items in the series have been successfully downloaded to Android device with the issue. Any attempt to download the Fulgentius title causes the lockout still.

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/609352#Comment_609352

After several rounds of clearing the Android pending download queue and retrying I've narrowed this down to just the Fulgentius title as the cause. All of the other items in the series have been successfully downloaded to Android device with the issue. Any attempt to download the Fulgentius title causes the lockout still.

I am unable to reproduce this issue. Can you please send us your support info (Help menu, Send Support Info)? Do you have a solid connection on a wifi network?

Randy Lane

https://community.logos.com/discussion/comment/609436#Comment_609436

After several rounds of clearing the Android pending download queue and retrying I've narrowed this down to just the Fulgentius title as the cause. All of the other items in the series have been successfully downloaded to Android device with the issue. Any attempt to download the Fulgentius title causes the lockout still.

I am unable to reproduce this issue. Can you please send us your support info (Help menu, Send Support Info)? Do you have a solid connection on a wifi network?

Sent the support info.

Connection has not made a diff. Tried at Home (Cox cable), public locations (Starbucks), office. Same results.

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/609352#Comment_609352

After several rounds of clearing the Android pending download queue and retrying I've narrowed this down to just the Fulgentius title as the cause. All of the other items in the series have been successfully downloaded to Android device with the issue. Any attempt to download the Fulgentius title causes the lockout still.

What do you mean by "lockout"? Logos doesn't have any mechanism to lock users out of their accounts. Also, have you checked the available space on your device?

Kevin Byford (Faithlife)

https://community.logos.com/discussion/comment/609474#Comment_609474

Sent the support info.

We have not received your support info email - can you please try again and Cc: kevin (dot) byford (at) logos (dot) com ?