Logos 8 crash after install an update from Logos 7 to Logos 8

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Posts 6
Yau Yin Mei | Forum Activity | Posted: Wed, Feb 13 2019 8:14 AM

Hello,

I just upgrade from Logos 7 Basic to Logos 8 Basic, but the Logos application keep crashing when it starts and while downloading and indexing. Here is the log file attached. Thanks.4251.Logos Log Files.zip

Regards,

Karen

Posts 21365
Forum MVP
Graham Criddle | Forum Activity | Replied: Wed, Feb 13 2019 9:55 AM

Hi Karen - and welcome to the forums

Sorry to hear you are having problems.

The logfile has:

Error detail: IOException: The process cannot access the file 'C:\Users\karen\AppData\Local\Temp\tmp9086.tmp' because it is being used by another process.

Try restarting your computer and trying again

Graham

Posts 7865
LogosEmployee
Bradley Grainger (Faithlife) | Forum Activity | Replied: Wed, Feb 13 2019 11:04 AM

This is sometimes caused by the temp folder being full. Please delete all files in C:\Users\karen\AppData\Local\Temp\ and try again.

Posts 6
Yau Yin Mei | Forum Activity | Replied: Wed, Feb 13 2019 11:18 PM

Hello,

Thank you for your investigation. I tried to empty the Temp and restart my laptop. The same problem happen again. Attached is the new log file. 

5661.Logos Log Files (2).zip

In the temp folder, I found a file "tmp6456.tmp" but it was 0KB.

And my Logos starts successfully, it indicates to download a update of around 300MB and when it reaches around 30% download, and crash. 

Thanks for your help!

Regards,

Karen

Posts 21365
Forum MVP
Graham Criddle | Forum Activity | Replied: Wed, Feb 13 2019 11:22 PM

Hi Karen

The log file shows a problem occurred when trying to access the tmp6456.tmp file you mentioned.

Two things:

  1. Please advise how much free space you have on your C: drive
  2. Please enable full diagnostic logging - details at https://support.logos.com/hc/en-us/articles/360008571551-Report-a-Problem-Windows - and try starting Logos again. I expect it will still crash but please upload the new set of lots. That should give us more information

Graham

Posts 6
Yau Yin Mei | Forum Activity | Replied: Thu, Feb 14 2019 1:10 AM

Hello Graham,

Thanks for your help. 

I have 226GB free disk space in C: Drive. Just tried to enable the full diagnostic logging and the app starts with a blank frontpage successfully. The app indicates that it has to download a file of about 140MB and at around 44% download it crashes. 

Attached is the log file for your review. 

The Temp has a file "tmp808F.tmp" but it is again 0KB size. 

Many thanks!

Regards,

Karen

Posts 6
Yau Yin Mei | Forum Activity | Replied: Thu, Feb 14 2019 1:11 AM

3704.Logos Log Files (3).zip

This is the log file. Thanks.

Regards,

Karen

Posts 21365
Forum MVP
Graham Criddle | Forum Activity | Replied: Thu, Feb 14 2019 1:16 AM

Yau Yin Mei:
This is the log file. Thanks.

The problem seems to be related to the Atlas Tool trying to do some synchronisation

2019-02-14 17:04:25.5824 29 Error AtlasManager Synchronizing maps [fetching keymap]: AtlasException, reason: WebServiceUnavailable
2019-02-14 17:04:25.6449 29 Info AtlasSearchIndex Indexing maps
2019-02-14 17:04:25.6449 29 Error ApplicationUtility Unhandled exception in async work System.AggregateException: One or more errors occurred. ---> System.IO.IOException: The process cannot access the file 'C:\Users\karen\AppData\Local\Temp\tmp808F.tmp' because it is being used by another process.

So there may be an issue with a Faithlife service - but I wonder if the cause of the crash is anti-virus software locking this particular file at the same time as Logos is trying to access it.

If you are running anti-virus software try excluding the directory "C:\Users\karen\AppData\Local\Temp" temporarily and see if Logos then runs successfully.

Posts 6
Yau Yin Mei | Forum Activity | Replied: Thu, Feb 14 2019 2:00 AM

Thanks Graham!

I just tried to exclude the directory  "Temp" in my AVG anti-virus software, finally it updates successfully! May I check if I need to exclude this Temp directory permanently in this case? If yes, In the AVG, I can specify "Read", "Write" or "Execute" exception in the "Temp" Directory, should I check all? Thanks a lot!

Regards,

Karen

Posts 21365
Forum MVP
Graham Criddle | Forum Activity | Replied: Thu, Feb 14 2019 2:04 AM

Hi Karen

I'm glad its working for you.

Yau Yin Mei:
May I check if I need to exclude this Temp directory permanently in this case?

I'd be cautious about excluding it permanently as I expect this directory is used by many applications and so could be a potential source of problems.

Hopefully someone from Faithlife will be able to comment further.

Graham

Posts 6
Yau Yin Mei | Forum Activity | Replied: Thu, Feb 14 2019 8:20 AM

Got it, thanks Graham! Smile

Posts 24163
Forum MVP
Dave Hooton | Forum Activity | Replied: Thu, Feb 14 2019 3:57 PM

Yau Yin Mei:
In the AVG, I can specify "Read", "Write" or "Execute" exception in the "Temp" Directory,

I think you are in Exclusions for the File System Shield, so check all. 

If worried about permanent exclusion, try to exclude files like tmp*.tmp (as this seems to be the format used by Logos) i.e. exclude

C:\Users\karen\AppData\Local\Temp\tmp*.tmp

Dave
===

Windows & Android

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