When I tried to open Logos 9 this morning, it asked for me to sign in with my Faithlife account,

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Posts 36
Mark A. Doublin | Forum Activity | Posted: Sun, Jan 3 2021 9:31 AM

Hi,

When I tried to open Logos 9 this morning...it would not open.

It asked for me to sign in with my Faithlife account.  I had no other option to open the program.  I used it yesterday, just by clicking on the Logos button.

I'm using Win 10 Pro.

We don't have "wi-fi" or any other internet at our church.  How can I open and use Logos 9 without an internet connection?

Below are instructions I got when I was using Logos 7, I think...tried this, but, it didn't work.

To run Logos w/o an internet connection,

1.  Rt clk desktop icon

2.  Hold down ctrl key & clk open

A.  Hold until sign in box comes up

a.  Select work offline

Thanks, Mark

Posts 19401
Forum MVP
Keep Smiling 4 Jesus :) | Forum Activity | Replied: Sun, Jan 3 2021 10:08 PM

Mark A. Doublin:
How can I open and use Logos 9 without an internet connection?

Personally change Program Settings for Use Internet from Yes to No when want to use a Logos / Verbum installation offline (for an extended time).

Mark A. Doublin:
It asked for me to sign in with my Faithlife account. I had no other option to open the program. I used it yesterday, just by clicking on the Logos button.

Apologies for not knowing what happened so sign in is required. One possibility is a security certificate expired so login is needed with a current certificate.

Logos Help Center (LHC) has

FYI: Thankful for my iPhone having personal hotspot capabilities, which can provide internet access for my computers.

Keep Smiling Smile

Posts 719
LogosEmployee
Joe McCune (Faithlife) | Forum Activity | Replied: Mon, Jan 4 2021 11:28 AM

Mark A. Doublin:

Below are instructions I got when I was using Logos 7, I think...tried this, but, it didn't work.

To run Logos w/o an internet connection

1.  Rt clk desktop icon

2.  Hold down ctrl key & clk open

A.  Hold until sign in box comes up

a.  Select work offline

Hi Mark,

I am sorry to hear that you have been having this problem.

The instructions you quote for using Logos offline are outdated.  Logos should simply work if you are offline, without any need to hold down the Control key.

However, if you are unable to use Logos offline, I cannot really offer any troubleshooting steps that do not involve going online.  If you cannot work offline, there is a "missing ingredient" that can only be supplied by going online.  This problem can usually be solved by doing the following:

  1. Please use this article to update Windows on your computer.  Please use the option for “Update now”.
  2. Once Windows has been updated, please use these instructions to make sure that Logos is fully up to date.  These instructions are often used to install Logos, but they work just find for getting Logos up to date after it has been installed.

Please let us know if you need further help.

 

Posts 36
Mark A. Doublin | Forum Activity | Replied: Wed, Jan 6 2021 4:58 PM

I don't know what the problem was, but, when I tried to open Logos the next day it is working like it should.

Mark

Posts 36
Mark A. Doublin | Forum Activity | Replied: Wed, Jan 6 2021 5:01 PM

Hi Joe,

I had just updated my Win 10 a couple of days before.

The next day I tried to open Logos while offline and all seems well.

One of life's "little mysteries", I guess.

Mark

Posts 2200
Mark | Forum Activity | Replied: Wed, Jan 6 2021 6:49 PM

Joe McCune (Faithlife):

I am sorry to hear that you have been having this problem.

The instructions you quote for using Logos offline are outdated.  Logos should simply work if you are offline, without any need to hold down the Control key.

However, if you are unable to use Logos offline, I cannot really offer any troubleshooting steps that do not involve going online.  If you cannot work offline, there is a "missing ingredient" that can only be supplied by going online.  This problem can usually be solved by doing the following:

  1. Please use this article to update Windows on your computer.  Please use the option for “Update now”.
  2. Once Windows has been updated, please use these instructions to make sure that Logos is fully up to date.  These instructions are often used to install Logos, but they work just find for getting Logos up to date after it has been installed.

Please let us know if you need further help.

FL may not recognize it as a known bug, but it is a bug.  It has happened before see this post.  It happens rarely, and randomly even if a pc is up to date.  No explanation was ever given to address it.  And the solution is not possible when you are about to preach in a place where there is no internet connection or cellular connection to get you signed in. Thankfully it has not happened to me since this post

Posts 9
Roger Duke | Forum Activity | Replied: Sun, Mar 28 2021 5:11 AM

Hi Mark,

I just had the same problem. It is very frustrating to be locked out of software and resources we've paid for and need. Once I got online and signed in then Logos would work normally the next time.

Posts 36
Mark A. Doublin | Forum Activity | Replied: Sun, Mar 28 2021 10:44 AM

Hi Roger,

I had a chat with Logos a couple of weeks ago.  Really nice lady.  She told me that Logos won't open if you're not signed in.

Not sure how I got to this, but, someone at Logos can tell you.

As you can see from my "snip-it" the "little green man" in the upper right corner signifies that I am signed in and connected.  I always check this before closing Logos.  Since them I've not been asked to sign-in.

Can't get my snip-it to show up

Mark

Posts 36
Mark A. Doublin | Forum Activity | Replied: Sun, Mar 28 2021 10:49 AM

Hi Roger,

I had a chat with Logos a couple of weeks ago.  Really nice lady.  She told me that Logos won't open if you're not signed in.

Not sure how I got to this, but, someone at Logos can tell you.

As you can see from my "snip-it" the "little green man" in the upper right corner signifies that I am signed in and connected.  I always check this before closing Logos.  Since them I've not been asked to sign-in.

Mark

Posts 36
Mark A. Doublin | Forum Activity | Replied: Sun, Mar 28 2021 10:50 AM

Sorry, I can't get my snip-it to show up

Posts 36
Mark A. Doublin | Forum Activity | Replied: Sun, Mar 28 2021 10:51 AM

Can't get my snip-it to show up

Posts 2200
Mark | Forum Activity | Replied: Sun, Mar 28 2021 12:55 PM

Mark A. Doublin:

Hi Roger,

I had a chat with Logos a couple of weeks ago.  Really nice lady.  She told me that Logos won't open if you're not signed in.

Yes, that is true.  But this is happening to people who are already signed in.  In other words, on our devices we are signed in.  But once in a blue moon, Logos will ask us to sign in again.  The problem with this is when we are in areas where there is no internet connection to sign in.  The program should (and usually does) work offline without any issues.  There is a bug somewhere causing this to happen.  If I am on a plane, for example, I cannot resign in if this once in a blue moon event happens when I am flying.  That is unacceptable.

Posts 19401
Forum MVP
Keep Smiling 4 Jesus :) | Forum Activity | Replied: Sun, Mar 28 2021 2:34 PM

Mark A. Doublin:
Can't get my snip-it to show up

Suggest using Paper Clip in Forum Editor for pasting or attaching snip-it (using Amber)

Keep Smiling Smile

Posts 719
LogosEmployee
Joe McCune (Faithlife) | Forum Activity | Replied: Mon, Mar 29 2021 9:08 AM

Mark:

Yes, that is true.  But this is happening to people who are already signed in.  In other words, on our devices we are signed in.  But once in a blue moon, Logos will ask us to sign in again.  The problem with this is when we are in areas where there is no internet connection to sign in.  The program should (and usually does) work offline without any issues.  There is a bug somewhere causing this to happen.  If I am on a plane, for example, I cannot resign in if this once in a blue moon event happens when I am flying.  That is unacceptable.

Hi Mark,

We are of course committed to fixing bugs in our software.  However, it takes fairly specific information to be able to handle a bug.  

There are certainly occasional reports in the forums that users are not able to log in offline.  However, we are not getting additional evidence to confirm that this is a bug.  I am not trying to say that this is not an issue, but I am saying that if this is a bug, we need more information in order to address it.

When customers have contacted Customer Support about this directly, we have always found that there was an underlying issue that could be fixed just by using normal, conventional tech support.  We have not to date had meaningful confirmation that this is actually a bug.  By "bug" I mean a coding error that needs to be fixed by rewriting some of the underlying code for Logos.

Please understand that I am not trying to say that this is not a bug, just that so far it has not been confirmed as such.  And so far, Faithlife has not been able to re-create this behavior in-house.

Any user who is experiencing this problem should contact Customer Support at 1-800-875-6467 or customersupport@faithlife.com.  The more people who contact us directly about this, the more information we will be able to gather.  For example, if we were able to get logs showing incorrect behavior triggering a request for log in while offline, that would confirm that this is a bug.  Or if a customer contacted us with this problem, and we were unable to fix it with conventional troubleshooting, that would confirm it is a bug.  

Please do let us know if this problem recurs.

Posts 2200
Mark | Forum Activity | Replied: Mon, Mar 29 2021 6:46 PM

Thanks, Joe for your post.  This happens rarely and therefore, I realize it may be hard to pin down. But I do appreciate your post.

Posts 1562
Rick Ausdahl | Forum Activity | Replied: Tue, Mar 30 2021 5:57 AM

Joe McCune (Faithlife):

Hi Mark,

...When customers have contacted Customer Support about this directly, we have always found that there was an underlying issue that could be fixed just by using normal, conventional tech support.  We have not to date had meaningful confirmation that this is actually a bug.  By "bug" I mean a coding error that needs to be fixed by rewriting some of the underlying code for Logos...

Joe, would you please share specifics about the underlying issues you've found?

Thanks!

Posts 719
LogosEmployee
Joe McCune (Faithlife) | Forum Activity | Replied: Tue, Mar 30 2021 7:58 AM

Rick Ausdahl:

Joe, would you please share specifics about the underlying issues you've found?

Hi Rick,

When customers phone in with this problem, it is usually fixed by getting Windows or Logos up to date, or both.  It is important to keep in mind that sometimes Windows Update will display a message that it is up to date when actually it is not.   To safeguard against this, it is important to actually click on the "Check for updates" button and then see what message displays in response to that action.

Sometimes PC cleaning software has actually removed the Logos login information from the computer.  The solution to this is to sign in again while online, so that Logos can "remember" the sign in information while offline.

Posts 5583
SineNomine | Forum Activity | Replied: Tue, Mar 30 2021 10:40 AM

Joe McCune (Faithlife):

When customers phone in with this problem, it is usually fixed by getting Windows or Logos up to date, or both.  It is important to keep in mind that sometimes Windows Update will display a message that it is up to date when actually it is not.   To safeguard against this, it is important to actually click on the "Check for updates" button and then see what message displays in response to that action.

Sometimes PC cleaning software has actually removed the Logos login information from the computer.  The solution to this is to sign in again while online, so that Logos can "remember" the sign in information while offline.

I can't find this information in www.support.logos.com. Where did I miss finding it?

Posts 2200
Mark | Forum Activity | Replied: Tue, Mar 30 2021 11:57 AM

Joe McCune (Faithlife):

Rick Ausdahl:

Joe, would you please share specifics about the underlying issues you've found?

Hi Rick,

When customers phone in with this problem, it is usually fixed by getting Windows or Logos up to date, or both.  It is important to keep in mind that sometimes Windows Update will display a message that it is up to date when actually it is not.   To safeguard against this, it is important to actually click on the "Check for updates" button and then see what message displays in response to that action.

Sometimes PC cleaning software has actually removed the Logos login information from the computer.  The solution to this is to sign in again while online, so that Logos can "remember" the sign in information while offline.

Joe,

While I am not minimizing your response, I want you to know that in my case, I make sure all updates are always done both on Logos and on the PC.  Since I use the computer on Sunday mornings, I will make sure all updates are done on Saturday night so there are no surprises on Sunday morning.  I go to bed with logos working, logged in etc.  I wake up Sunday morning with Logos working, logged in.  I turn off the computer, go to the church meeting, get ready to preach, turn on the computer, and from time to time, I am asked to log in. It is rare.

I know that your explanation still can be the case, that somehow something has disrupted the automatic log in process.  I notice this happens sometimes on my android phone.  From time to time, I am asked again to put in the password to unlock the phone screen even though most of the time I do not have to do this.  Or I am asked again to put in the password to do banking instead of using the fingerprint method.  I consider these to be annoyances but also think they are programmed this way for security reasons. 

Perhaps Logos happens in the same way?  But in these cases, I cannot log in offline.  And for me, that is troubling. There should be a clear way for my login to be accepted even in offline mode...in other words, my credentials have already been accepted by Logos a million times.  When I am online, that becomes clear.  I log in and it is clear who I am.  But in offline mode....most of the time login is not needed even offline.  But maybe something does happen in Windows 10 that clears the log or clears a cookie? or clears something unknown to any of us that causes a login to fail unless checked with the Logos servers.

Sorry for the long post. But I am trying to help in this mysterious issue.  What if I decided to go completely offline for a year and wanted my huge Logos library without the online bells and whistles and I find one day I cannot sign in without being online?  What if Logos disappears one day and I am able to continue using the Logos library, but then, one day, I am asked to re-log in and if Logos is no longer, I am unable to access the library? (I know Logos is nowhere near going under).

These are the concerns.

Posts 411
Bernhard | Forum Activity | Replied: Wed, Mar 31 2021 3:05 AM

Mark:
I wake up Sunday morning with Logos working, logged in.  I turn off the computer, go to the church meeting, get ready to preach, turn on the computer,

Instead of shutting down the computer at home, you could leave everything open and put the computer into sleep or hibernation mode (hibernation mode doesn't need any power). That way, Logos stays open and definitely won't ask you again to log in.

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