My Logos 7 is stuck on 0% indexing - is this a bug?

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Posts 11
Jonathan Pollock | Forum Activity | Posted: Wed, May 9 2018 2:42 PM

Hi guys,

After purchasing a few new resources I restarted Logos only for it to hang on 0% indexing for quite a while. I have looked on the forum at previous answers but this issue had supposedly been resolved. Unsure if this is a new one or something I'm doing wrong.

I've attached the logs below...

5078.LogosLogs.jonnypollock.20180509-223856.zip

Posts 26127
Forum MVP
JT (alabama24) | Forum Activity | Replied: Wed, May 9 2018 2:51 PM

Jonathan Pollock:
Unsure if this is a new one or something I'm doing wrong.

We can eliminate the later... there isn't anything you are "doing wrong." Are you just hanging out waiting for it to move? Have you restarted your computer? 

OSX & iOS | Mac Logs | PC LogsInstall

Posts 17239
Forum MVP
Keep Smiling 4 Jesus :) | Forum Activity | Replied: Wed, May 9 2018 3:52 PM

Jonathan Pollock:
I've attached the logs below...

Was Indexer running when zip of Diagnostic log files was made ?

FYI: Indexer.log file shows Auto Complete database being rebuilt, which would have 0 % progress.

Keep Smiling Smile

Posts 23447
Forum MVP
Dave Hooton | Forum Activity | Replied: Wed, May 9 2018 3:57 PM

Please submit new logs when you restart. Current Indexer log doesn't show hanging at 0%

Dave
===

Windows & Android

Posts 11
Jonathan Pollock | Forum Activity | Replied: Thu, May 10 2018 3:03 AM

I have to pop out for a few hours today, so I'll leave it running to see if it is just lack of patience... I'm sure there is a verse for that somewhere ;)

In terms of running the logging, when is the best time to do that to catch the bug (if there is one)? I'm completely new to this having had zero major issues with Logos since I first started using it in 2009.

Thanks for all your help!

Posts 11
Jonathan Pollock | Forum Activity | Replied: Thu, May 10 2018 11:45 AM

I've left it running most of the day and it's still at 0% indexing.

I've archived the logs while Logos is running - hope this is correct...

0564.LogosLogs.jonnypollock.20180510-194349.zip

Posts 17239
Forum MVP
Keep Smiling 4 Jesus :) | Forum Activity | Replied: Thu, May 10 2018 2:44 PM

Jonathan Pollock:
I've left it running most of the day and it's still at 0% indexing.

Indexer.log has 11 minutes of logging from 11:02 to 11:13 AM today, which is puzzling since Logos.log has 7:41 PM modification time so concur with Indexer hanging while lacking diagnostic message(s).

Suggest using Logos Logging Utility to sample Indexer process.

Keep Smiling Smile

Posts 299
LogosEmployee
Brandyn Whittington | Forum Activity | Replied: Thu, May 10 2018 3:43 PM

Jonathan Pollock:

I've left it running most of the day and it's still at 0% indexing.

I've archived the logs while Logos is running - hope this is correct...

0564.LogosLogs.jonnypollock.20180510-194349.zip

Hey Jonathan!

While there's nothing "incriminating" in the logs, there's a couple things we can check. First, we'll want to make sure the Download/Discovery process is going as expected specifically when it comes to your new books. This'll require a bit of digging into Logos' directory. I'll outline the steps we want to take below. Make sure Logos is closed down before following any of the below steps. 

  • Open Finder
  • From the File menu (the grey menu bar along the top of your screen) go to Go
  • Under Go, select Go to folder...
  • In the box that appears, type in ~/Library/Application Support and hit enter
  • In the Application Support folder, find and open the Logos4 folder
  • Open the Data folder and the single folder inside.
  • Open the ResourceManager folder
  • Open the Downloaded folder

If anything exists in the Downloaded folder, please follow the below steps. If the Downloaded folder is empty, please skip the below steps and move onto the ones immediately afterwards. 

  • Delete the Downloaded folder
  • Go back to the single folder found in the Data folder
  • Find and delete both the UpdateManager and DownloadManager folders
  • Start the Logos Logging Utility from https://www.logos.com/support/mac/report-problem
  • Start Logos
  • Once it finishes starting, it should ideally begin anew with downloading and indexing your new resources
  • If they do not, or it gets stuck anywhere, paste the new logs to this thread.

If the Downloaded folder is empty, please follow these steps.

If the indexer gets stuck again, please post new logs after having followed the above method. 

Posts 23447
Forum MVP
Dave Hooton | Forum Activity | Replied: Thu, May 10 2018 3:45 PM

Jonathan Pollock:
I've archived the logs while Logos is running - hope this is correct...

In both cases the Indexer is delayed in its startup (16s to 28s) and stops at the same  Recreating auto complete database step with Profile warnings that performance is fairly poor.

(But see above for suggestions from Faithlife)

Dave
===

Windows & Android

Posts 11
Jonathan Pollock | Forum Activity | Replied: Fri, May 11 2018 2:23 AM

I followed the first step - no joy.

Here is the sample: 3755.LogosLogs.jonnypollock.20180511-101653.zip

Here is the log: 1680.LogosLogs.jonnypollock.20180511-101722.zip

Posts 11
Jonathan Pollock | Forum Activity | Replied: Fri, May 11 2018 2:28 AM

So I followed the second step and deleted the index folders, restarted and there is no indexing... Not sure if this was the right thing to do....??

Here are the logs: 7444.LogosLogs.jonnypollock.20180511-102556.zip

Posts 299
LogosEmployee
Brandyn Whittington | Forum Activity | Replied: Tue, May 15 2018 10:38 AM

Just an update for anyone following this thread; we have an internal support case open for Jonathan now and are investigating further potential causes that may be the catalyst for this behavior in Logos with him privately. It appears to be unique to the system thus far. 

Posts 11
Jonathan Pollock | Forum Activity | Replied: Thu, May 17 2018 10:18 AM

Hi guys, after a few days of concern and a few hours of amazing help by the online support staff it appears that Logos wasn't the issue! My hard drive was in the process of failing and after replacement and restoration, Logos is working perfectly again...

Much thanks and blessings for your help and advice!

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