Logos keeps crashing!

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This post has 16 Replies | 1 Follower

Posts 170
Dwayne Justice | Forum Activity | Posted: Tue, Aug 2 2016 7:47 AM

Hello,

      I am running Logos 6 on a MacBook Pro. Whenever I am trying to watch my Camp Logos videos, after a couple of videos have played, Logos crashes. Anybody else having this problem? Does it have something to do with the operating system for Mac or is it a Logos issue? Any help would be appreciated. Thank you.

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

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Fred Chapman | Forum Activity | Replied: Tue, Aug 2 2016 7:49 AM

Please post logs. You can click the Diagnostic Logging link in my signature to get more information for enabling and uploading logs.

Posts 27774
Forum MVP
JT (alabama24) | Forum Activity | Replied: Tue, Aug 2 2016 8:22 AM

Yes, please post logs. Try the "Mac Logs" link in my signature line. 

OSX & iOS | Logs |  Install

Posts 170
Dwayne Justice | Forum Activity | Replied: Tue, Aug 2 2016 8:24 AM

Fredc:

Please post logs. You can click the Diagnostic Logging link in my signature to get more information for enabling and uploading logs.

I have tried several times, but every time I try to upload a log, I get this message:

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

Posts 21998
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Graham Criddle | Forum Activity | Replied: Tue, Aug 2 2016 10:20 AM

My guess is the zipped file is too large to post (I think the limit is 5MB)

If so, are you able to extract the Logos.log file and post that?

Posts 170
Dwayne Justice | Forum Activity | Replied: Tue, Aug 2 2016 9:04 PM

Graham Criddle:

My guess is the zipped file is too large to post (I think the limit is 5MB)

If so, are you able to extract the Logos.log file and post that?

Mr. Criddle,

                Do you mean post it as text? I'm not sure I fully comprehend what you mean by extract the file and post it. All I can think of is to open the file and then copy and paste the contents into the forum page. Is that what you mean? I apologize for my computer illiteracy.

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

Posts 4669
Forum MVP
Mike Binks | Forum Activity | Replied: Wed, Aug 3 2016 12:16 AM

Hi Dwayne 

Something like this

  1. Find the Archive of Logs 
  2. Double click on the Archive to open it - you should get something like this...
  3. Open the Blue folder by double clicking it.
  4. Drag the file 'Logos.log' to the Desktop and then use the paper clip to attach it to the email.
Posts 170
Dwayne Justice | Forum Activity | Replied: Wed, Aug 3 2016 6:59 AM

Fredc:

Please post logs. You can click the Diagnostic Logging link in my signature to get more information for enabling and uploading logs.

Hopefully this works. The only thing I could think of was to turn them into word documents. We will see what happens...

2630.Logos_2016-07-23-210518_Dwaynes-MacBook-Pro.docx

6518.Logos_2016-07-23-211502_Dwaynes-MacBook-Pro.docx

2870.Logos_2016-08-02-184329_Dwaynes-MacBook-Pro.docx

6180.Logos_2016-08-02-190530_Dwaynes-MacBook-Pro.docx

6175.Logos_2016-08-02-204222_Dwaynes-MacBook-Pro.docx

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

Posts 25037
Forum MVP
Dave Hooton | Forum Activity | Replied: Wed, Aug 3 2016 3:03 PM

Dwayne

You've uploaded five versions of the same log, which is not useful for our diagnostic purposes. We need the latest version of logos.log following a crash. If the steps provided are proving too difficult then please contact Faithlife Tech Support.

Dave
===

Windows & Android

Posts 27774
Forum MVP
JT (alabama24) | Forum Activity | Replied: Wed, Aug 3 2016 6:43 PM

Dwayne Justice:
I'm not sure I fully comprehend what you mean by extract the file and post it.

The file that is generated is "zipped," which means "compressed." The "file" is actually a "folder" with a number of files and has been squished to make it smaller. It is unusable in its current state, but when it is "unzipped" the files inside can be read again. "Zipping" files allows larger files to be sent (or stored) with less data. 

If you double click on the zipped file, it will probably create a new folder which is uncompressed (at least it does on Mac). If not, you may need to download some software to do it for you. The file we are mostly looking for is the logos.log file. 

If this is frustrating to you, I concur: Call customer service. 

OSX & iOS | Logs |  Install

Posts 170
Dwayne Justice | Forum Activity | Replied: Wed, Aug 3 2016 7:13 PM

Dave Hooton:

Dwayne

You've uploaded five versions of the same log, which is not useful for our diagnostic purposes. We need the latest version of logos.log following a crash. If the steps provided are proving too difficult then please contact Faithlife Tech Support.

If you look at the date/time in the actual content of the document of each file you will see that they are different. There are 2 for July 23 and 3 for Aug 2. They are at different times, though. I thought it would be more prudent to show a history of the crash as opposed to a one-time snapshot.

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

Posts 170
Dwayne Justice | Forum Activity | Replied: Thu, Aug 4 2016 10:59 AM

It happened again. Here is the log.

3301.Logos_2016-08-04-215608_Dwaynes-MacBook-Pro.docx

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

Posts 27774
Forum MVP
JT (alabama24) | Forum Activity | Replied: Thu, Aug 4 2016 11:03 AM

You shouldn't be putting the logs in a docx file! 

Where is your logos.log file?

OSX & iOS | Logs |  Install

Posts 303
LogosEmployee
Martin Potter | Forum Activity | Replied: Thu, Aug 4 2016 3:58 PM

Dwayne,

All your logs seem to indicate the cause of the crash is caused by the software trying to auto-advance to the next video. You can turn this feature off per resource when you open the Panel by clicking on the button in the image to toggle the setting off.

This should be fixed when the next version ships at which point you can re-enable the auto-advance setting.

Mac Developer
Faithlife

Posts 170
Dwayne Justice | Forum Activity | Replied: Thu, Aug 4 2016 9:13 PM

Martin Potter:

All your logs seem to indicate the cause of the crash is caused by the software trying to auto-advance to the next video. You can turn this feature off per resource when you open the Panel by clicking on the button in the image to toggle the setting off.

This should be fixed when the next version ships at which point you can re-enable the auto-advance setting.

Thank you, sir, for looking at the logs and figuring out what the cause is. I appreciate that. However, I am slightly perturbed about this. Not at you, mind you, just at the situation, for two reasons.

1.) I enjoy the autoplay feature which comes in very handy.

2.) I was under the impression that the point of Logos Now was so that I wouldn't have to wait until "the next version ships." One of the "perks" of Logos Now is supposed to be that you don't have to wait for the release of the new version to take advantage of bug fixes, updates, and applications. It makes me wonder what I am paying that monthly fee for.

Again, please do think I am angry at you, Mr. Potter. I know you are just the person that was nice enough to look at my logs and inform me of the situation. My disappointment lies in Logos, not you. Thank you very much, sir.

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

Posts 170
Dwayne Justice | Forum Activity | Replied: Fri, Aug 5 2016 2:13 AM

alabama24:

You shouldn't be putting the logs in a docx file! 

Where is your logos.log file?

Sorry, sir, but the .log files will not upload for some reason. The only way I could get them to upload is to turn them into a word document. If you scroll up a little ways you can see the error I was getting while trying to upload the .log files. I don't know why, but it is possible that the internet provider in the country I am in (I am deployed and can't say where) is blocking it somehow? Sounds weird, I know, but stranger things have happened. Other than that, I could not begin to guess why I was getting the error.

🖥 21.5" iMac; 2.7GHZ; 1TB HD🖥

💻 15" Macbook Pro Retina; 2.5GHZ i7; 16 GB; 500GB FSD💻

🎁Logos 6 Diamond; Logos 6 Anglican Diamond; Logos 6 Pentecostal & Charismatic Gold🎁

🌐Logos Now🌐

Posts 8057
LogosEmployee

Dwayne Justice:
2.) I was under the impression that the point of Logos Now was so that I wouldn't have to wait until "the next version ships." One of the "perks" of Logos Now is supposed to be that you don't have to wait for the release of the new version to take advantage of bug fixes, updates, and applications. It makes me wonder what I am paying that monthly fee for.

I think by "next version", Martin meant the regular six-weekly release, that is, version 6.14.

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