Logos 7 started to crash

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This post has 27 Replies | 2 Followers

Posts 2736
Bohuslav Wojnar | Forum Activity | Posted: Fri, Mar 24 2017 6:49 AM

Since a couple of days Logos 7 started to crash on both my machines. It happens always after a couple of minutes after a fresh start. Here is the logs:   4452.LogosCrash_BWojnar.zip

Bohuslav

Posts 21928
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Graham Criddle | Forum Activity | Replied: Fri, Mar 24 2017 7:05 AM

It looks like a problem related to opening an article in a dictionary.

Is there a Logos.log file as well?

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 7:36 AM

No Graham, I have Logos.log only from the year 2016. I have logging enabled. Can I do something else? Thanks for your help.

Bohuslav

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 7:44 AM

After using the logging java script, I got also Logos.log file. Here are my new logs after the new crash:  8156.Logos_logs_BWojnar.zip

Bohuslav

Posts 1422
Forum MVP
Veli Voipio | Forum Activity | Replied: Fri, Mar 24 2017 7:52 AM

Bohuslav Wojnar:
Since a couple of days Logos 7 started to crash

Something to do with update to 7.5? My computer got some slowness but not crashing

Gold package, and original language material and ancient text material, SIL and UBS books, discourse Hebrew OT and Greek NT. PC with Windows 8.1

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 8:05 AM

Veli Voipio:

Bohuslav Wojnar:
Since a couple of days Logos 7 started to crash

Something to do with update to 7.5? My computer got some slowness but not crashing

It might be connected.

The problem is it caught me in the middle of a sermon preparation for Sunday. Well, in fact, I am preparing all the time, so for me there is no good time for crashes Smile

Bohuslav

Posts 21928
Forum MVP
Graham Criddle | Forum Activity | Replied: Fri, Mar 24 2017 8:16 AM

Bohuslav Wojnar:

After using the logging java script, I got also Logos.log file. Here are my new logs after the new crash:  8156.Logos_logs_BWojnar.zip

I think it is due to a problem with one of your personal books - there are lots of errors logged against them - but I'm afraid I can't get any further than that.

Hopefully someone will be able to help further.

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 8:29 AM

Thanks Graham. I am working now on on-line Logos app. What a blessing to have that alternative. Yes 

Bohuslav

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Forum MVP
JT (alabama24) | Forum Activity | Replied: Fri, Mar 24 2017 8:39 AM

If the issue IS related to a personal book, presumably the personal book was open in your layout? If so, have you tried loading to a blank layout? 

OSX & iOS | Logs |  Install

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 9:22 AM

alabama24:

If the issue IS related to a personal book, presumably the personal book was open in your layout? If so, have you tried loading to a blank layout? 

Yes, I experimented all kind of ways. I opened to the blank Logos, I opened and stayed at the home page etc. It did crash at trying to open PB that was suspicious although I did have it for a long time. It is one of the Czech Bibles PB (Pavlík). I changed the docx file for a simple file and rebuild the book. after indexing Logos crashed anyway. 

Bohuslav

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Dave Hooton | Forum Activity | Replied: Fri, Mar 24 2017 11:45 AM

Bohuslav Wojnar:
It did crash at trying to open PB that was suspicious although I did have it for a long time. It is one of the Czech Bibles PB (Pavlík). I changed the docx file for a simple file and rebuild the book. after indexing Logos crashed anyway. 

It could be Notes and Highlights for that resource. Try disabling it in Visual Filters, or removing them in the Notes file.

Dave
===

Windows & Android

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 12:19 PM

I tried that too. Still crashing. Always in a 2 - 3 minutes from starting the Logos. 

Bohuslav

Posts 2084
LogosEmployee

The crash happens every startup because the application is trying to index your documents, and you have a note attached to a text range in one of your resources that's causing a problem. This is likely to be a recent note you created, and may or may not be attached to the PBB mentioned above. If this narrows it down enough, you may be able to try going in and removing the attachment point from some of your recent notes to see if you can prevent the problem.

In the mean time, I'll do some more looking to see if I can figure out what the problem is and how we might be able to work around it.

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 2:45 PM

Thank you Andrew for your reply. I will try to look into the notes.

Bohuslav

Posts 2084
LogosEmployee

After doing some investigation, the problem is definitely with a note attachment, but I can't actually determine which resource the note is attached in. It may also not be a recent note, but could have been created some time ago.

My gut tells me that this is a PBB that was recently rebuilt, and I suspect it's one of the ones on this list:

PBB:227c41b093384b51994a367d1d4b778d
PBB:240def445de849efb8753a3063d98593
PBB:354ec7a0434844409416eed410456aec
PBB:5dcafa4d0f59491a88af27904bbe239f
PBB:6e9884b55b3b442ab0a7752ffa64c50b
PBB:76ab9c9732d941eda39e111b87189c2e
PBB:76cd6cf7ac8e4aa5b1bf1ca49665c338
PBB:7fad7570edcf4d2a9fa35ec420620ecc
PBB:8d6185b86b334f0fb14238bed066f1cf
PBB:a2b7b0a0332646928ee4975f844438cc
PBB:aa701f66088b4cb1a3fabede993dcb33
PBB:c0fcecc9a83041be85083ae1594636a9
PBB:c2ddd81d28ce4ffda7a1a8136cfd8c3c
PBB:c3637de7a3514326b955b7747b706a85
PBB:c4223b282f634e13a168a7157149b758
PBB:d05722bfb498459e84c2b3b22312cc41
PBB:d3d9acdc21914261b5db0fb22e1dbd16
PBB:db6cb1247901456da16ec63355ee7e57
PBB:eabdb3c1dde343029e3bd1dee705b21f
PBB:f17f98e0fe5c41ca9a6f15962ad0e893
PBB:f4b66caa734647768a9f5663e95a0f9e
PBB:f59b5865f2bb42bfa4decdc3c827193c
PBB:f6167d4ccbdf4a6aa88169a31b5d75a2

Here's something we can do to try to track this down.

  1. Turn off auto-updates in your program settings.
  2. Exit the application.
  3. Open up  the folder C:\Users\Bohuslav\AppData\Local\Logos\Data\suu45qaz.oix\ResourceManager\Resources
  4. Find all of the files that correspond to the resources IDs listed above. To do this, ignore the "PBB:" part and add ".lbspbb" to the end. So, for example, the first file would be "227c41b093384b51994a367d1d4b778d.lbspbb".
  5. Move each of these files to a folder on your desktop as a backup. This will allow you to copy the file back afterwords, and will allow us to take a look at the file if we figure out which one is causing the problem.
  6. After all the files have been removed, restart the application and see if the crash has gone away.

If you are not comfortable taking these steps, please contact customer support (they are available on Saturday). I will make sure they are watching for you.

If this works, you will be able to use your application, but none of those PBBs will be available. I'll then have support contact you next week to help determine the exact file with the problem so that we can make a fix.

If this doesn't work, contact support, or they will contact you next week.

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 4:09 PM

Thank you Andrew for taking your time to help me. I did what you recommend and it really stopped the crashing. I found however that 4 of the PBBs on the list are missing in my Resources folder on both computers.

Bohuslav

Posts 2084
LogosEmployee

Bohuslav Wojnar:

Thank you Andrew for taking your time to help me. I did what you recommend and it really stopped the crashing. I found however that 4 of the PBBs on the list are missing in my Resources folder on both computers.

Good to hear that the crash went away!

It's not a problem that some of the PBB files are missing. These are just PBBs that you added a note/highlight in, and then later deleted. The note will still exist, and the attachment to the missing resource won't cause a problem.

If you are willing to help us find which resource file is the problem, here is what you can do next... start copying the resource files back into the folder that you moved them out of. One of these files will cause the crash to start happening again. We'll want you to send that file to us. I... uh... can't quite recall the email address for that, so I'll have to post on Monday when I get back into work.

Once you find the file that causes the problem, you should be able to copy the other files back in to restore access to those resources.

For the problem resource, you can determine the name of the PBB by pasting the resource ID into the command bar (the autocomplete should include the name of the resource). You may or may not be able to fix the problem by rebuilding the PBB. If it doesn't work, you could delete the PBB entry and create it again from scratch, although your old notes/highlights will not be attached to the new PBB. Alternatively you will need to wait for us to take a look at the resource file and determine if it's exposing a bug that we can fix.

Please let me know if this makes sense.

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 5:58 PM

So it looks I found the "guilty" PBB. It is this one:  db6cb1247901456da16ec63355ee7e57.lbspbb called Johan Steinmetz. I have been adding the files and seeing what happens and discovered that adding that file made Logos crash again. Deleting fixed the problem again. I will try to rebuild the PBB. If needed I can create a new one as you recommend. Thank you again for your help.

Bohuslav

Posts 2736
Bohuslav Wojnar | Forum Activity | Replied: Fri, Mar 24 2017 6:11 PM

The problem looks to be solved. I recreated the PBB and it works without crashing. So I can work on my sermon tomorrow. Now it is quite late here in Europe. Smile

Thank you Andrew once more for your great help. Also to all of you guys who tried to help. I appreciate it very much. Yes  

Bohuslav

Posts 2084
LogosEmployee

Bohuslav Wojnar:

The problem looks to be solved. I recreated the PBB and it works without crashing. So I can work on my sermon tomorrow. Now it is quite late here in Europe. Smile

Thank you Andrew once more for your great help. Also to all of you guys who tried to help. I appreciate it very much. Yes  

I'm so glad to hear that. Could you please email the resource file that caused the problem to testing@faithlife.com? Just mention me in the subject and I'll take a look to see if it's a problem we can fix, or if it was just some kind of corrupted file.

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