Update failing

Hi,

I am running Logos 6 on Windows 10. This morning when I started Logos it indicated that it was downloading 115 MB of updates. After the update it attempted to install for a short while and a pop-up box appeared that said. "The installation of Logos Bible Software did not succeed. I shut down and started Logos using the ctrl key to a blank work-space and the same thing occurred. I restarted windows and still had the same result when I started Logos. I am hopefuilly attaching files. Thanks for any help you can give.

6562.LogosSetup.zip 2768.Logos.zip

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Fred Chapman

I am not an expert, but it seems that the problem is either a security software issue or a permissions issue. According MS that is what MsInstallProduct failure 1603 is. Assuming your user account permissions are not the problem, try disabling any security software you may have running. If that does not work I would contact Tech Support.

Nord Zootman

https://community.logos.com/discussion/comment/759232#Comment_759232

Thanks Fred,

I am simply using Windows Defender. I shut that off and tried again with no success. I will contact customer service.

Warren Dane

https://community.logos.com/discussion/comment/759234#Comment_759234

I am experiencing the same problem. After 3 tries the (2) icon on the menu line of Logos says an application update has been installed and to restart Logos 6. When I do so I get the same "installation failed" message as cited above. When I check the version of Logos 6 it remains version 6.5 NOT 6.5 SR-1. I turned off the Norton Smart Firewall to see if that was the problem. It made no difference. "Installation failed" continues to reappear every time I seek to do the installation by restarting Logos 6. I'm using Windows 10 on my laptop.

The update installed on my desktop (Win7) without an issue. Apparently the Win 10 security features are overly restrictive. ??

Warren Dane

https://community.logos.com/discussion/comment/759269#Comment_759269

I just found a quick solution. It worked for another program I have in Win 10. I opened Logos 6 with "run as administrator" and everything went smoothly. Logos 6.5 is not Logos 6.5 SR1 on my Win 10 laptop.

Win 10 seems to prefer administrator authority when loading a program. I am in fact the administrator for my laptop and desktop as established when installing the OS, however, that apparently is not sufficient. Loading a specific program as "administrator" seems to be preferable to Win 10. If you right click the Logos 6 icon, select properties and select the shortcut tab>advanced>run as administrator that should automatically run logos in that mode in the future and perhaps prevent the experience we are dealing with in this case. ??

Warren Dane

https://community.logos.com/discussion/comment/759273#Comment_759273

"not" should be "now" in the above reply. Sorry.

Bryan Albert

On a Windows machine, Logos launches LogosSetup.exe in the background, which then launches Microsoft's Windows Installer to install the Logos application update. Windows Installer is returning the 1603 error code, which means, "A fatal error occurred during installation."

Windows Installer logs its activities to a log file, which should be found in the same folder as the LogosSetup.log, named DigitalLibraryInstall.log. If someone experiencing this problem could reply with the DigitalLibraryInstall.log file, it could really help in figuring out what's going on.

Thanks!

Bryan

Nord Zootman

https://community.logos.com/discussion/comment/759317#Comment_759317

Bryan,

Here you go. Thanks for checking into this.

0412.DigitalLibraryInstall.log

Bryan Albert

https://community.logos.com/discussion/comment/759318#Comment_759318

Nord,

Does your machine's C:\Users\Lockport\AppData\Local\Logos4 folder have a folder named System? You may need to copy and paste that path into the Address Bar of Windows Explorer, depending on your Windows Explorer settings. If so, with Logos not running, see if you can delete that folder. If you can, see if Logos can then update when you launch it—it should be able to. (Windows Installer is saying that it doesn't have access to the folder C:\Users\Lockport\AppData\Local\Logos4\System\nl, which doesn't make a lot of sense...)

Thanks,

Bryan

Nord Zootman

https://community.logos.com/discussion/comment/759334#Comment_759334

Thanks Bryan,

I already left my office so will not be able to try that until tomorrow. I will report back here how that works.

Thanks, Nord

Martin Ricquebourg

https://community.logos.com/discussion/comment/759342#Comment_759342

Hi Warren, thanks for your suggestion. I was also not managing to install the new 115 Mb update (tried 3 times on Windows 10). Running Logos.exe as administrator worked.

JT (alabama24)

https://community.logos.com/discussion/comment/759401#Comment_759401

Hi Warren, thanks for your suggestion. I was also not managing to install the new 115 Mb update (tried 3 times on Windows 10). Running Logos.exe as administrator worked.

that isn't recommended.

Nord Zootman

https://community.logos.com/discussion/comment/759334#Comment_759334

Does your machine's C:\Users\Lockport\AppData\Local\Logos4 folder have a folder named System? You may need to copy and paste that path into the Address Bar of Windows Explorer, depending on your Windows Explorer settings. If so, with Logos not running, see if you can delete that folder. If you can, see if Logos can then update when you launch it—it should be able to. (Windows Installer is saying that it doesn't have access to the folder C:\Users\Lockport\AppData\Local\Logos4\System\nl, which doesn't make a lot of sense...)

Bryan,

The only way I can find that folder is when the installer has run and failed. If I close the installer the folder is no longer visible in File Explorer. I did delete when I could see it and that did not help. I have tried to install from the website as Kevin in customer service suggested to me and that did not help either. I noted that this references Libronix files. I had Libronix installed on my computer, but don't use it anymore so uninstalled it and that still did not help. What should I try next?

Nord Zootman

https://community.logos.com/discussion/comment/759789#Comment_759789

Here are the new logs:

3441.Logos (2).zip

1781.LogosSetup (2).zip

Bryan Albert

https://community.logos.com/discussion/comment/759795#Comment_759795

Could you please upload the newly-created DigitalLibraryInstall.log file?

Thanks!

Bryan

Bryan Albert

https://community.logos.com/discussion/comment/759789#Comment_759789

What should I try next?

Nord,

As an experiment, could you please delete the en-US, es-MX, and es-ES folders from your C:\Users\Lockport\AppData\Local\Logos4 folder, then launch Logos again to see if it's update will work? If it works or not, I'd love to see the DigitalLibraryInstall.log file that Windows Installer generates.

Thanks!

Bryan

Nord Zootman

https://community.logos.com/discussion/comment/759821#Comment_759821

As an experiment, could you please delete the en-US, es-MX, and es-ES folders from your C:\Users\Lockport\AppData\Local\Logos4 folder, then launch Logos again to see if it's update will work? If it works or not, I'd love to see the DigitalLibraryInstall.log file that Windows Installer generates.

Bryan,

Still no success. I have attached the newest logs. This computer was updated to windows 10 last week. Does that have any bearing on what is happening?

Thanks,

Nord

7140.Logos.zip

7853.LogosSetup.zip

0184.DigitalLibraryInstall.zip

Bryan Albert

https://community.logos.com/discussion/comment/759845#Comment_759845

This computer was updated to windows 10 last week. Does that have any bearing on what is happening?

Thanks for the logs, I found another clue. It most likely does have something to do with the upgrade, though I'm not yet sure just what.

Here's one more thing you can try, having to do with the file C:\Users\Lockport\AppData\Local\Logos4\Logos.exe. This is the splash screen application that launches Logos (and displays the Logos splash screen while Logos is starting up.)

In Windows Explorer, locate C:\Users\Lockport\AppData\Local\Logos4\Logos.exe
Double-click it to launch Logos
Wait for the splash screen to disappear, then delete the C:\Users\Lockport\AppData\Local\Logos4\Logos.exe file
Note that the file must be deleted before Logos downloads and launches the update
Windows Installer should then be able to write the new splash screen file to that location
Upload log files, including the DigitalLibraryInstall.log file

Hopefully this works!

Bryan

Nord Zootman

https://community.logos.com/discussion/comment/759867#Comment_759867

Bryan,

That worked! Unfortunately I must not have logging set to run unless I start it with the ctrl key so it did not generate new logs. If it helps I can restart and send you those. it did generate a cef.log which I never noticed before. I am attaching that.

Thank you,

Nord

0066.cef.zip

Bryan Albert

https://community.logos.com/discussion/comment/759993#Comment_759993

That worked! Unfortunately I must not have logging set to run unless I start it with the ctrl key so it did not generate new logs. If it helps I can restart and send you those. it did generate a cef.log which I never noticed before. I am attaching that.

Great! I have a better idea of what's going on here, thanks to your help. At this point, just the DigitalLibraryInstall.log file would be of interest. If you don't have logging enabled, that log file should have been written in your %TEMP%\Logos Log Files folder, which in your case should be C:\Users\Lockport\AppData\Local\Temp\Logos Log Files. If that file is available, great, otherwise that's okay, I have a pretty good idea what would be in it anyway.

Thanks again for your help!

Bryan

Nord Zootman

https://community.logos.com/discussion/comment/760088#Comment_760088

Bryan,

Sorry, I can't seem to find that file. I really appreciate all your help.

Nord

William H. Pihl

https://community.logos.com/discussion/comment/759273#Comment_759273

Thanks for the suggestion, Warren. I had the same problem, and opening the program with "run as administrator" fixed the problem for me.

JT (alabama24)

https://community.logos.com/discussion/comment/760859#Comment_760859

opening the program with "run as administrator" fixed the problem for me.

Logos does not recommend this.

Dr. Victor Anderson

https://community.logos.com/discussion/comment/760088#Comment_760088

Bryan-

You mentioned that "you have a better idea of what's going on here." Could you share that with another user with the exact same problem.

I'm a LONG time Logos user, running Win7 Pro in a school environment (DTS). I have all the same symptoms of failed installation of that 115 mb update. (Download is successful.)

Is over-writing the splash screen the problem? If so, is the best fix to delete the Logos.exe file? Seems a little extreme, but I can do it if advisable. Do you recommend I follow the directions you posted previously on this matter?

Thanks!

Bryan Albert

https://community.logos.com/discussion/comment/760954#Comment_760954

I'm a LONG time Logos user, running Win7 Pro in a school environment (DTS). I have all the same symptoms of failed installation of that 115 mb update. (Download is successful.)

At this point, I would only expect this problem on a machine that had Windows recently upgraded to Windows 10, so I wonder if you are experiencing a different problem. If you could provide your log files, including the DigitalLibraryInstall.log, that would be helpful in advising you, and in figuring out what the problem is.

Thanks,

Bryan

Dr. Victor Anderson

https://community.logos.com/discussion/comment/760960#Comment_760960

Thanks! I will generate a fresh log file and send it to you. Stand by!

Dr. Victor Anderson

https://community.logos.com/discussion/comment/760963#Comment_760963

Files are attached. Thanks for debugging for me!

DigitalLibraryInstall.log

Dr. Victor Anderson

https://community.logos.com/discussion/comment/760963#Comment_760963

Re-submitting log files as a zip file.

DigitalLibraryInstall.zip

Bryan Albert

https://community.logos.com/discussion/comment/760965#Comment_760965

Files are attached. Thanks for debugging for me!

Thanks for the log files, it looks like your machine is having the same problem that the upgrade-to-Windows-10 machines are having, unfortunately. In any case, if you could try this procedure and tell me if it works:

In Windows Explorer, navigate to the C:\Users\vanderson\AppData\Local\Logos4 folder
Delete the Logos.exe file and the sibling en-US, es-ES and es-MX folders
Open the 6.5.0.0027 folder and double-click on Logos.exe
It should download and successfully install the update

Hopefully that does it!

Bryan

Dr. Victor Anderson

https://community.logos.com/discussion/comment/762261#Comment_762261

Bryan-

That did the trick. Thanks for your help! Updates installed and system is running fine.

Dale Talsma

https://community.logos.com/discussion/comment/762261#Comment_762261

That did the trick for me too. (Running Windows 10) Hope Logos can figure out the fix for this. Thanks.