Bug: My tags not syncing

I have Logos 8 installed on three different machines (all Mac OS 10.13.6). I have added my tags on two different machines, but none of them sync to other Logos applications. I have given it several weeks. I have started them all up with having to login afresh. What would help to get them syncing again?

I can upload log files. But I'd like to know from which machine? One I have added my tags? should I do anything else while the logging is running?

Thanks for any help!

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Comments

MJ. Smith

First, I'd need to know what you are adding the mytags to.

Schumitinu

https://community.logos.com/discussion/comment/1019876#Comment_1019876

In the library to resources/books

MJ. Smith

https://community.logos.com/discussion/comment/1019893#Comment_1019893

Your not apt to like my answer but...

triple check that you are logged into the same account - it appears that you have checked
triple check that all installations are set to use the internet - it appears that you have checked
check if a collection using the missing tag, picks up the resource even though you can't see the tag. If it does, it is simply a display problem. Report as a bug.
a) triple check that some other item e.g. a note is synced - if not assume that the problem requires a Logos tech so give them a call
b) if it is, assume that it is a bug in the library, report it as such and call a Logos tech

Sorry I don't have a quick and easy fix.

Schumitinu

https://community.logos.com/discussion/comment/1019960#Comment_1019960

Thanks MJ. Smith

1. Checked
2. Checked
3. The collection does not pick it up
4. Notes and highlights sync instantly, as do new collections and guides.

It appears that when I add a tag to a resource, that the syncing wheel turns, but somehow it does not download them on the other machines. But if I search for mytag:_ on the mobile app, it finds it.

MJ. Smith

https://community.logos.com/discussion/comment/1019999#Comment_1019999

Yes, I think you'll have to call in the big guns ... I suspect data corruption but have no reasonable way of checking which machine or server is most likely the culprit.

Graham Criddle

https://community.logos.com/discussion/comment/1019999#Comment_1019999

But if I search for mytag:_ on the mobile app, it finds it.

This is an interesting detail

This suggests that "up sync" of tags is working - otherwise the mobile apps wouldn't find them - but "down sync" - from the cloud to desktop isn't

It would be interesting to see logs from one of the Mac machines.

Please enable diagnostic logging as per https://support.logos.com/hc/en-us/articles/360015776171-Report-a-Problem-in-Logos-Mac

Then start Logos, click the sync button, and when it has finished syncing stop Logos and upload logs in a reply to this thread (using the paperclip icon)

Schumitinu

https://community.logos.com/discussion/comment/1020034#Comment_1020034

Thanks Graham,

here is the log file:

6545.LogosLogs.schumitinu.20181210-202105.zip

Graham Criddle

https://community.logos.com/discussion/comment/1020063#Comment_1020063

Thanks Schumitinu

I can't see any notification of any tag / sync related issue.

Hopefully someone from Faithlife will be able to comment further

Graham

Dave Hooton

https://community.logos.com/discussion/comment/1020063#Comment_1020063

Thanks Graham,

here is the log file:

Anything to do with an Urdu bible which may be LLS:SL_UR_BI_URDERV? Paste the full LLS.... name into GO/Command box to get its title.

Schumitinu

https://community.logos.com/discussion/comment/1020159#Comment_1020159

Anything to do with an Urdu bible which may be LLS:SL_UR_BI_URDERV? Paste the full LLS.... name into GO/Command box to get its title.

Dave, this is the ERV: Urdu Bible. It opens up fine. So I'm not sure why it would flag up in the log file and whether it has anything to do with mytags?

Dave Hooton

https://community.logos.com/discussion/comment/1020215#Comment_1020215

Dave, this is the ERV: Urdu Bible. It opens up fine. So I'm not sure why it would flag up in the log file and whether it has anything to do with mytags?

A metadata warning was flagged:

2018-12-10 20:19:52.9190 | WARN | 33 | MetadataServiceUtility | Invalid Titles (Count=1), Languages (Count=1), or MilestoneIndexes (Count=1); rejecting metadata record for LLS:SL_UR_BI_URDERV.

It was a long shot as I think it would have said "user metadata" (tags and ratings).

Schumitinu

https://community.logos.com/discussion/comment/1020268#Comment_1020268

I wrote an email to customer support. My only reasonable option since I live on the other side of the globe. Hope to get help in due time.

Mike Binks

https://community.logos.com/discussion/comment/1020312#Comment_1020312

I wrote an email to customer support. My only reasonable option since I live on the other side of the globe. Hope to get help in due time.

From the Uk I find that calling with Skype offers an inexpensive method of getting in touch.

Schumitinu

https://community.logos.com/discussion/comment/1020487#Comment_1020487

Thanks Mike, I'll remember that.

Support got back to me right away and they had a solution for me. It solved the issue. Here it is:

Open Finder
On the top left you’ll see File, Edit … etc. until you find Go, click on Go.
Hold Alt or /- key on your keyboard, you’ll see an option that says Library appear, click on it.
Click on Application Support, then find Logos
Right click Documents folder, then move to trash.
Start Logos and allow it to synchronize, then attempt to use mytags again.

Mike Binks

https://community.logos.com/discussion/comment/1020532#Comment_1020532

Glad you got it working.

Now you will have something to play with over Christmas :-)