Cannot update to Logos 7.10

Hi everyone

I’m finding I cannot update to Logos 7.10 from Logos 7.9 SR-1 (7.9.0.0021) and also cannot download a purchased book from Noet (Title: “The hand of God”) to my desktop PC.

Opening and closing the Logos program doesn’t work nor does restarting the computer and then restarting the program. I have also tried “update now” (which produces after a few seconds a message “no updates available”) and “Update resources” which produces the message “checking updates” and then after a few 2-3 minutes seems to download or attempt to download a file of around 480Kb and then one of 516Kb, then the "checking updates" message disappears. No apparent update having occurred, no book downloaded and the library list is unchanged.

Computer details: Desktop core i7 CPU 950@3.07Ghz; RAM- 20GB; Graphics - Nvidia GeForce GTX670; HDD 2TB (1.5TB free); Antivirus: Norton 360 Premier.

Operating System: Windows 10 Pro version 1703; OS Build – 15063.674; x64bit.

Please note that:

(a) I have confirmed that .NET Framework 4.7 is installed and operating. This was checked using a downloaded MS program - the Net Framework 4.7 installer - and also examining Windows features;

(b) Logos Program Settings: YES is set for “use internet” and “automatically download updates”. Downloading is set to “Midnight and midnight”

(c) The internet connection is stable (ADSL2+ Netgear (DGND3700v2 router and modem): currently downstream 5928Kbps; upstream 1023 Kbps);

(d) Ordinary system updating using Windows Update is functioning normally as is updating to other programs;

(e) Norton 360 is set to allowing Logos program downloads. However I tested this by switching off the anti-virus program, but this did not change the downloading problem;

(f) I attempted to repair the Logos Program (using Control Panel/ Uninstall or change a program) which was activated. This did not change the situation;

(g) I have an ASUS EP121 tablet (Core i5 CPU; U470 @1.33GHz; RAM – 4GB; x64 processor) that has exactly the same Windows operating system and Norton 360 Premier antivirus program. Logos is on that machine and has updated to version 7.10 and the purchased book was downloaded.

(h) I do not know if it is relevant, but I have typed into the command box Set use Ngen to yes, but the command box treats it as a search request and that opens the search tool. It appears that command is not recognised.

I attach a diagnostic log as it might help. The log records Logos being opened, then "Update now" activated and later “update resources” and then the program is closed.

If anyone knowledgeable in the hidden paths of Logos is able to assist that would be most welcome! Keep well Paul

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Comments

Andrew Batishko

Try holding down Ctrl while starting up the application. This will cause the log-in screen to appear. Enter your credentials again, and see if this fixes the problem.

Donnie Hale

https://community.logos.com/discussion/comment/930733#Comment_930733

I may be having the same issue. I'm on 7.9.0021 on Windows 10. "Update now" yields a "No updates available" message. I started the app with the "Ctrl" key, and that didn't help.

Windows 10 Pro; Version 1703; OS Build 15063.674. Control Panel shows .NET 4.7 is installed and enabled.

Suggestions?

Thanks,

Donnie

Andrew Batishko

https://community.logos.com/discussion/comment/930771#Comment_930771

I may be having the same issue. I'm on 7.9.0021 on Windows 10. "Update now" yields a "No updates available" message. I started the app with the "Ctrl" key, and that didn't help.

Windows 10 Pro; Version 1703; OS Build 15063.674. Control Panel shows .NET 4.7 is installed and enabled.

You'll have to upload log files in order for us to be able to determine anything about the problem.

Donnie Hale

https://community.logos.com/discussion/comment/930778#Comment_930778

See attached. I think these were correctly taken when I started the app using "Ctrl."

Donnie

60246.Logos.log

Andrew Batishko

https://community.logos.com/discussion/comment/930804#Comment_930804

See attached. I think these were correctly taken when I started the app using "Ctrl."

I'm not quite sure what's going on there. I'd probably need to see the other files in your Logs folder. Alternatively, try downloading the installer and running it manually: https://www.logos.com/install

Paul

https://community.logos.com/discussion/comment/930733#Comment_930733

Try holding down Ctrl while starting up the application. This will cause the log-in screen to appear. Enter your credentials again, and see if this fixes the problem.

Hi Andrew

Thanks for your response. I followed your advice and the result was that the book downloaded successfully - which is good! [:)]

However, I'm still unable to download and update 7.10 even when I sign in using this method.

Just to be on the safe side I cleaned the PC of temporary internet files using CCleaner and then restarted the machine before again signing in as suggested and seeking to "Update now". The result was the message "updates not available".

Any suggestions or advice would be welcome. Keep well Paul

Andrew Batishko

https://community.logos.com/discussion/comment/930851#Comment_930851

However, I'm still unable to download and update 7.10 even when I sign in using this method.

Just to be on the safe side I cleaned the PC of temporary internet files using CCleaner and then restarted the machine before again signing in as suggested and seeking to "Update now". The result was the message "updates not available".

Any suggestions or advice would be welcome. Keep well Paul

Try downloading the installer and running it manually: https://www.logos.com/install

Paul

https://community.logos.com/discussion/comment/930855#Comment_930855

However, I'm still unable to download and update 7.10 even when I sign in using this method.

Just to be on the safe side I cleaned the PC of temporary internet files using CCleaner and then restarted the machine before again signing in as suggested and seeking to "Update now". The result was the message "updates not available".

Any suggestions or advice would be welcome. Keep well Paul

Try downloading the installer and running it manually: https://www.logos.com/install

Hi Andrew - I downloaded the Logos installer and ran it as you suggested. Bingo - it worked!

I've now got update 7.10 (7.10.0.0019) fully installed. [:)]

Thanks Andrew for help on these issues - very much appreciated! Keep well Paul

Donnie Hale

https://community.logos.com/discussion/comment/930837#Comment_930837

I'm not quite sure what's going on there. I'd probably need to see the other files in your Logs folder. Alternatively, try downloading the installer and running it manually: https://www.logos.com/install

I know that I can manually run the installer. Since multiple people seem to be having this problem, I'm willing to help you diagnose the issue if you want to do that.

I did the same exercise again. The key lines from the log file may be:

2017-10-19 08:28:25.7574 28 Info UpdateManager Immediate check for updates requested.
2017-10-19 08:28:25.7604 28 Info UpdateManager Starting Update Manager processing in 00:00:00.
2017-10-19 08:28:25.7694 33 Info UpdateManagerCallback Checking for updates from 'https://clientservices.logos.com/update/v1/feed/logos7/stable.xml'.
2017-10-19 08:28:25.9581 29 Info UpdateManagerCallback Checking feed for application updates newer than version 7.9.0.21.
2017-10-19 08:28:25.9631 29 Info UpdateManagerCallback Found application update (version 7.10.0.19).
2017-10-19 08:28:26.1002 29 Info UpdateManager Current installer (version 7.10.0.19) has a status of Finished.

To your comment, none of the other log files in the Logs folder had their timestamps updated during this update attempt. The other most recent file, LogosError.log, has not had any updates in 2 days (I looked inside the file to verify against the file's timestamp).

If you want me to go ahead and install manually, let me know. But I'm not in any rush if you want to try to track this down.

Donnie

7433.Logos.log

Andrew Batishko

https://community.logos.com/discussion/comment/930905#Comment_930905

Unfortunately, it's too late to determine what went wrong. At some point in a past run, the system determined that you were already running 7.10.0.19, so it marked the update as finished. Now, any logging will just show that the update is already marked finished. At best we would have had to had log files from whenever that happened, and even that might not reveal the problem. I've seen someone else run into an instance where they updated the application and then their system rolled the executable back to the previous version (virus checker or something like that?). This could give a similar result to what you are seeing.

I suspect you could also delete the folder: C:\Other Programs\Logos\Data\o1kodafu.gsg\UpdateManager\

This would delete the record of the system having completed any updates, and everything will start fresh. It's possible the problem would recur. Just in case, after each time you exit Logos, make a copy of the log file:

Delete the UpdateManager folder.
Run Logos, allow it to download the update.
Exit Logos
Copy the log file
Run Logos, should start up with the new version.
If not, exit Logos, and collect log files.

Donnie Hale

https://community.logos.com/discussion/comment/930943#Comment_930943

I'll try to get to this today. One question: If it things I'm already running 7.10.0.19, why does the log file have that line about checking for version newer than 7.9.#.#?

Donnie

Donnie Hale

https://community.logos.com/discussion/comment/930943#Comment_930943

I suspect you could also delete the folder: C:\Other Programs\Logos\Data\o1kodafu.gsg\UpdateManager\

That seems to have done the trick. I'm on 7.10 now. Thanks for the assistance.

Donnie

Andrew Batishko

https://community.logos.com/discussion/comment/930956#Comment_930956

The check for available updates always checks against the current version you are running (which is 7.9). Assuming it finds an update, it checks for a list of "in progress" updates stored in the database in the UpdateManager folder. In this case, it found such an update for 7.10, but it had already been marked as having finished.

Andrew Batishko

https://community.logos.com/discussion/comment/930958#Comment_930958

I suspect you could also delete the folder: C:\Other Programs\Logos\Data\o1kodafu.gsg\UpdateManager\

That seems to have done the trick. I'm on 7.10 now. Thanks for the assistance.

Great!

Dave Hooton

https://community.logos.com/discussion/comment/930943#Comment_930943

Unfortunately, it's too late to determine what went wrong. At some point in a past run, the system determined that you were already running 7.10.0.19, so it marked the update as finished. Now, any logging will just show that the update is already marked finished.

Same problem. I had to install 7.10 from link.

Donnie Hale

https://community.logos.com/discussion/comment/930960#Comment_930960

The check for available updates always checks against the current version you are running (which is 7.9). Assuming it finds an update, it checks for a list of "in progress" updates stored in the database in the UpdateManager folder. In this case, it found such an update for 7.10, but it had already been marked as having finished.

That seems like an obvious logic gap:

- You're running 7.9
- You've downloaded and finished installing 7.10
- But you're still running 7.9

I'm sure I don't understand it well enough to propose a solution. But it sure seems like the application knows more than "No updates available."

My $.02 ...

Donnie

Dave Hooton

https://community.logos.com/discussion/comment/930998#Comment_930998

That seems like an obvious logic gap:

- You're running 7.9
- You want to download and install 7.10
- But it tried earlier and finished
- So you're still running 7.9[:D]

Donnie Hale

https://community.logos.com/discussion/comment/931210#Comment_931210

- But it tried earlier and finished

If it's not a logic gap, then it's a poor definition of "finished." It's "finished" installing 7.10 but still running 7.9? That's not finished. That's an error state that ought to get reported rather than acting normal.

Donnie