Logos 7 new install crashing

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Posts 31
Beyers Herbst | Forum Activity | Posted: Wed, Aug 2 2017 10:37 PM

2772.Logos Log Files.zip

Just trying to launch Logos 7 and it keeps crashing, even after trying various techniques like CTRL-start. Maybe some kind tech-savvy soul can spot something in the Log Files attached. Thanks!

Cape Town, South Africa

Intel Core i7 6700K CPU @ 4 GHz, 16 GB RAM, Windows 10 Home

Posts 29887
Forum MVP
JT (alabama24) | Forum Activity | Replied: Thu, Aug 3 2017 3:31 AM

I have reviewed your logs, but I am not a full fledged techie and nothing is popping out to me. Have you tried restarting your computer? Have you tried working offline? How is your internet speed & connection? 

macOS, iOS & iPadOS | Logs |  Install

Posts 31
Beyers Herbst | Forum Activity | Replied: Thu, Aug 3 2017 3:46 AM

Thanks for the reply. Yes, have restarted computer. Internet speed is fine at 10mb ADSL line. Only thing I haven't tried was working in offline mode. Just tried it now and, yes, it starts up just fine in offline mode. Is there anything we can learn from that? Thanks.

Cape Town, South Africa

Intel Core i7 6700K CPU @ 4 GHz, 16 GB RAM, Windows 10 Home

Posts 29887
Forum MVP
JT (alabama24) | Forum Activity | Replied: Thu, Aug 3 2017 4:30 AM

Beyers Herbst:
Is there anything we can learn from that?

...that it works in offline mode? Big Smile

I can't remember... did you try opening ONLINE but to a blank layout? 

How "new" is this "new install"? I think I saw in your logs that resources were downloading. Do you have ones indexing now? Do you have more than one installation to check resources / resource count? 

Until someone smarter than me comes along, if your system is indexing, I would allow that to continue before a restart online. 

macOS, iOS & iPadOS | Logs |  Install

Posts 31
Beyers Herbst | Forum Activity | Replied: Thu, Aug 3 2017 4:57 AM

LOL, yeah, what's the point of offline mode? Might as well take my Bible off the shelf then Big Smile

Did try online mode with a blank layout (CTRL-start) but no luck there.

The new install is literally 2 days ago after more than a year absence and a new computer in between. So this is a new install on a new computer. I upgraded from Logos 6 to Logos 7 before starting the program download, so the install file should be hot off the press too, I would assume.

Since I can't start it in online mode, I can't download my resources. If I hover over the icon at the top just in time before it crashes I see that there are 6.53GB worth of resources to be downloaded. But it never gets a chance to start before it crashes. When I start in offline mode, the function to download resources isn't available (or I don't know how to force the download in offline mode).

Cape Town, South Africa

Intel Core i7 6700K CPU @ 4 GHz, 16 GB RAM, Windows 10 Home

Posts 29887
Forum MVP
JT (alabama24) | Forum Activity | Replied: Thu, Aug 3 2017 5:38 AM

when "offline," no internet features (including downloads) are available. As I wrote before, you may just have to wait. One thought, however: Do you have another installation? If so, you could try the scan method while offline to bring in many/most of your resources. 

Oh, one more question: Do you have any web blockers, firewalls, etc. which may inhibit communication with the FL servers?

macOS, iOS & iPadOS | Logs |  Install

Posts 2089
Randy W. Sims | Forum Activity | Replied: Thu, Aug 3 2017 6:13 AM

There are others much more qualified to answer but you might try closing Logos, moving the file:

F:\Logos7\Logos\Documents\pzyl0rq5.jvb\GuidedLearning\GuidedLearning.db

to your desktop, and restarting Logos.

Posts 9153
LogosEmployee

This is caused by a conflict with another program; see my post here for details: https://community.logos.com/forums/p/145798/909658.aspx#909658 

Posts 31
Beyers Herbst | Forum Activity | Replied: Thu, Aug 3 2017 8:25 AM

Thanks Bradley, this solved my problem. Sage Accounting... Really appreciate your help!

Cape Town, South Africa

Intel Core i7 6700K CPU @ 4 GHz, 16 GB RAM, Windows 10 Home

Posts 31
Beyers Herbst | Forum Activity | Replied: Mon, Aug 7 2017 8:13 AM

Response from Sage, what should I answer them:

Please note that we are not able to indicate why is Pastel using the Global Assembly Cache as Pastel does not use any tool or install this program.   

Pastel runs on Pervasive and a Sage Connected is installed as one of the pre-requisite.  We do not have a file called Global Assembly Cache on the Pastel installation.

Cape Town, South Africa

Intel Core i7 6700K CPU @ 4 GHz, 16 GB RAM, Windows 10 Home

Posts 9153
LogosEmployee

The file that is causing the problem is Newtonsoft.Json.dll.

According to http://www.herdprotect.com/sage-pastel-accounting-version-12-automatic-updates.msi-d1a08329d2c4abc7a488d9a5c5a45ca6b0710924.aspx it's a file installed as part of Sage Pastel. (I don't know if they install it directly, or if it's a dependency of VistaDB, or something else.)

I have not installed Sage Pastel on a test computer to verify this, but as far as we can tell (from the way it interferes with Logos 7), their installer does not install all the files in its own directory under "C:\Program Files", but instead puts some of the files in a Microsoft .NET storage area called the "global assembly cache".

As the name implies, the "global assembly cache" is shared across all .NET programs on the computer. And unfortunately, it's not possible for Logos 7 to opt out of it, so our program ends up with the wrong copy of Newtonsoft.Json.dll, which causes the crash. This is due to the author of Newtonsoft.Json.dll creating multiple incompatible versions with the same internal version number, which he refuses to fix: https://github.com/JamesNK/Newtonsoft.Json/issues/615 

The author's response (in that bug) is to "stop using the global assembly cache", which is what Sage needs to do. This issue needs to be escalated to someone at Sage who knows about .NET and the global assembly cache; the support response pasted above sounds like it came from someone who has very little .NET experience.

Posts 31
Beyers Herbst | Forum Activity | Replied: Fri, Aug 11 2017 5:36 AM

Response from Sage after escalating my query:

"Installing and using files from the GAC is a world standard. The Sage Connected Service (SageCSSDK.dll) is installed to the GAC so other Sage application like ESS and the Integrator can use it. All the dependencies must be installed to the GAC as well, like the Newtonsoft.Json.dll. The file Newtonsoft.Json.dll is a common dependency to most applications that are using JSON and most of them will be using the GAC.

The other option is to install all the files in a folder. Then .Net will use the local copy but then none the libraries must reside in the GAC. You can have multiple versions of a library in the GAC.  How the files are used and loaded from the GAC is the responsibility of the application vendor."

Cape Town, South Africa

Intel Core i7 6700K CPU @ 4 GHz, 16 GB RAM, Windows 10 Home

Posts 9153
LogosEmployee

I understand why Sage did what they did, but unfortunately it makes the program incompatible with Logos 7. The only workaround is to install Sage and Logos 7 on different computers.

(A future version of Logos 7 may use a different "major version" of Newtonsoft.Json.dll, which would avoid the problem. However, I don't know how soon that might be released.)

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