Error: Failure to retrieve passage text

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Posts 77
Shannon | Forum Activity | Posted: Sun, Oct 21 2018 7:51 AM

This makes roughly three weeks in a row that I have been unable to retrieve Bible verses from our computer at the church.  It's not a problem with our account as I can retrieve them on other computers without incident.  If I attempt to create a bible slide or an on screen bible slide, it will be blank with a red exclamation point stating Failure to retrieve passage text.  The slide will be blank.  I'm including the log files for examination.

Thanks in advance..

Posts 77
Shannon | Forum Activity | Replied: Sun, Oct 21 2018 8:15 AM

I apologize for posting more than once...your website, too, was full of error messages this morning.  It would tell me after I hit post that there had been an error and I should try again later...so I did...three or four times.  Indifferent

Posts 75
LogosEmployee
Brandon Adent | Forum Activity | Replied: Sun, Oct 21 2018 8:51 AM

Hi Shannon,

We're really sorry for the disruption. The service responsible for adding Bible verses in Proclaim is really slow this morning. We're trying to figure out why.

In the meantime, I've found that if I enter the verse number, then click "Look up online", I can get through to Biblia, then copy-paste the verse into the Bible item. Not the best, but it'll keep things moving.

Sorry again for the disruption.

Posts 13130
Forum MVP
Mark Barnes | Forum Activity | Replied: Sun, Oct 21 2018 8:52 AM

According to the server status page, there are no issues at the moment: http://status.faithlife.com/

That said, I'm experiencing exactly the same error as you — timeouts.

It's possible that the error hasn't been spotted by the status page, or it's possible that there's a problem between us and Faithlife. Hopefully an engineer will pick up the problem and fix it if it's in Faithlife's control.

Posts 319
LogosEmployee
Justin (Faithlife) | Forum Activity | Replied: Sun, Oct 21 2018 9:07 AM

You are correct Mark, you are not seeing it reflected on that status page.  Biblia.com is a different service than Proclaim's and Faithlife's, so an issue targeting Biblia.com would not necessarily reflect service troubles for Proclaim's syncing or Faithlife's. 

Posts 13130
Forum MVP
Mark Barnes | Forum Activity | Replied: Sun, Oct 21 2018 9:18 AM

Justin (Faithlife):

You are correct Mark, you are not seeing it reflected on that status page.  Biblia.com is a different service than Proclaim's and Faithlife's, so an issue targeting Biblia.com would not necessarily reflect service troubles for Proclaim's syncing or Faithlife's. 

Then, when possible, it should be added. It's a time-critical service.

Posts 319
LogosEmployee
Justin (Faithlife) | Forum Activity | Replied: Sun, Oct 21 2018 9:23 AM

I'll bring it up in conversation this week for you.

Posts 319
LogosEmployee
Justin (Faithlife) | Forum Activity | Replied: Sun, Oct 21 2018 10:31 AM

Hello,

Just wanted to give you an update the service appears to be up and functional again. 

Posts 77
Shannon | Forum Activity | Replied: Sun, Oct 21 2018 1:02 PM

Thanks, but our service ended hours ago. Any idea why this keeps happening on Sundays?

Posts 319
LogosEmployee
Justin (Faithlife) | Forum Activity | Replied: Sun, Oct 21 2018 1:08 PM

It's been experiencing a high level of usage and having a slow response time as result (which can reflect as a time out, or service unavailable).  The solution is to add additional resources to support the service, and we will be looking into doing that so this doesn't happen in the future.

Posts 77
Shannon | Forum Activity | Replied: Sun, Oct 28 2018 7:32 AM

Sunday, October 28th update...it did work this morning, albeit very slowly.  It took much longer than usual to load up the scripture text, but it did work.

Posts 319
LogosEmployee
Justin (Faithlife) | Forum Activity | Replied: Sun, Oct 28 2018 9:58 AM

Thanks for the update.  Around what time was it responding slowly for you?

Posts 3501
LogosEmployee
Scott Alexander | Forum Activity | Replied: Mon, Oct 29 2018 9:23 AM

Shannon:

Sunday, October 28th update...it did work this morning, albeit very slowly.  It took much longer than usual to load up the scripture text, but it did work.

Hello Shannon, things looked normal on our end this weekend. We'll release an update early this week with additional logging so we can further diagnose the slowness experienced in Proclaim. Thanks for your help and patience as we work to resolve this issue.

Posts 77
Shannon | Forum Activity | Replied: Sun, Nov 4 2018 8:25 AM

Sorry I didn't see this until now.  It was slow around 9:45 am (CDT)

Posts 77
Shannon | Forum Activity | Replied: Sun, Nov 4 2018 8:25 AM

worked totally fine this morning. 

Posts 2733
Bohuslav Wojnar | Forum Activity | Replied: Tue, Nov 6 2018 2:12 AM

Since some time (Logos 8?) I noticed the same problem in Proclaim, but only when I use Czech translations of Bible. ESV works fine. Czech Bible 21 Century Translation is not loading text to the Bible slide. On-Screen Bible is not even accepting reference but showing error.  

Bohuslav

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