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Pastor Michael Huffman | Forum Activity | Posted: Sat, Feb 12 2022 10:49 AM

I have a MacBook with the M1 chip..is anyone else having an issue with the internet losing connection? I will be in the middle of my study and then for not reason I get a sync error and any feature that requires the internet will not work, for example, the lemma in passage feature. I do not have this problem on the PC just on the Mac. Customer service was really no help. As usual, all they suggested was to send me some articles. It is getting to the point that customer service is my last place to call. Which should not be, but it is. Any help would be appreciated. I have also tried the logs options, but I never get a call back on my upload. So, I do not know what is going on there. 

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Graham Criddle | Forum Activity | Replied: Sat, Feb 12 2022 12:26 PM

Hi Michael

Just to confirm - I think you are saying that this is more than a sync issue, as all Logos-features that require Internet connectivity stop working. Is that correct?

Some thoughts / questions:

  1. When this happens, can you access the Internet from your MacBook in other apps?
  2. How do you resolve the problem? Do you need to restart Logos, restart your MacBook or something else?
  3. When in this state, please save a copy of your log files and then upload in a reply to this thread

Graham

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Pastor Michael Huffman | Forum Activity | Replied: Sat, Feb 12 2022 7:42 PM

Graham Criddle:

Hi Michael

Just to confirm - I think you are saying that this is more than a sync issue, as all Logos-features that require Internet connectivity stop working. Is that correct?

Some thoughts / questions:

  1. When this happens, can you access the Internet from your MacBook in other apps?
  2. How do you resolve the problem? Do you need to restart Logos, restart your MacBook or something else?
  3. When in this state, please save a copy of your log files and then upload in a reply to this thread

Graham

Hey Graham, 

Yes, I can get on the internet in other applications, just not Logos. I have to shut down Logos and bring it back up to work. Sometimes If I wait it will start to work again. But, the truth is, I should not have to wait for it to start to work. This is very frustrating. 

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Graham Criddle | Forum Activity | Replied: Sat, Feb 12 2022 10:36 PM

Pastor Michael Huffman:
I have to shut down Logos and bring it back up to work. Sometimes If I wait it will start to work again.

So it sounds as though Logos is using its connection to the network "subsystem" on your MacBook.

As above, please take logs and upload them when this happens again. Details for doing this are at https://support.logos.com/hc/en-us/articles/360027869132-How-to-Enable-and-Submit-Log-Files 

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Graham Criddle | Forum Activity | Replied: Mon, Feb 14 2022 10:32 AM

I can't see any indication of any problem there.

Do you know - roughly - what you were doing when network connectivity seemed to disappear?

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Pastor Michael Huffman | Forum Activity | Replied: Mon, Feb 14 2022 12:43 PM

Graham Criddle:

I can't see any indication of any problem there.

Do you know - roughly - what you were doing when network connectivity seemed to disappear?

Just doing my normal study and as it periodically sync, I get an error or when I run the Bible word study and look at the Lemma in Passage, I get "retry" and then no books appear. But I go to the PC, and it works fine. I have a couple of issues that I did not have until until the M1 chip and the other is not being able to use the sentence diagram tool because it shut the entire program down. Logos wants me to capture logs, but the frequency of when this happens is not consistent so doing so is difficult..the same is true of the sync error. 

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Graham Criddle | Forum Activity | Replied: Mon, Feb 14 2022 2:02 PM

Strange - I can't see any indication of a sync error, or any type of error in the log.

One thought - do you see this problem after waking your MacBook? I sometimes see a similar problem then and find the only way of resolving it is to restart Logos.

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Dave Hooton | Forum Activity | Replied: Mon, Feb 14 2022 11:47 PM

Pastor Michael Huffman:
Logos wants me to capture logs, but the frequency of when this happens is not consistent so doing so is difficult..the same is true of the sync error.

You can enable and disable logging, but it is best to keep it enabled so you can capture an event at any time.

There was no guides panel in the log you provided, and no sync errors, so try to provoke an error event.

Dave
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