Logos 4 SR Updates download but won't install

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This post has 24 Replies | 1 Follower

Posts 35
Rob Hattingh | Forum Activity | Posted: Fri, Jan 13 2012 1:20 AM

Normal 0 false false false MicrosoftInternetExplorer4

Normal 0 false false false MicrosoftInternetExplorer4

I’m running Logos 4 on Windows XP Professional: SP3.  So far I’ve not encountered any problems that I’m aware of, excepting for one specific issue. I’ve downloaded and installed new resources without a hitch, but I’m unable to install Logos 4 SR-updates. The updates download 100%, but the popup window which tells me that there is an update ready to be installed, does not appear. Anytime that I close Logos 4 and re-open it, the message appears that there’s still an update waiting to be downloaded – I can download the same SR-update several times, but it just never installs.

  • Logos tech support suggested that I delete the existing DownloadManager and UpdateManager files and then try to download and install the SR-update again – this didn’t work.
  • Then they told me to do a “safe-reinstall” i.e.  – uninstall Logos 4 and then reinstall Logos 4 again, while retaining Data, Documents, and User folders, which are then copied back into the reinstalled Logos 4.  Gratefully this worked, but what a roundabout way to go merely to update Logos 4 each and every time there is an SR-update!

So far Logos tech support have been unable to come up with a better idea. Is there perhaps someone out there with PC technical expertise who could suggest what could be causing the “non-install” problem and how I could possibly get Logos 4 to follow the conventional download and install procedure?  After two 100% downloads of the latest SR-8 update, it is evidently also hanging about somewhere in cyber space waiting to be installed. What a blessing it would be if I could get Logos 4 to function properly at the beginning of 2012!!!  Can anyone please help?

Thank you.

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Fri, Jan 13 2012 1:59 AM

Please confirm:

  • current version of L4 is 4.3 SR-7
  • it is working OK

Let's do some diagnosis-

  • Have you ever tried to update via the web link http://downloads.logos.com/LBS4/Installer/Logos4Setup.exe
  • Do you have problems with Windows Updates downloading and installing?
  • Ensure there is no Windows Update in progress
  • Start a Command Prompt (from Start >> Accessories) and type bitsadmin /list
  • Note (for me) if there are any jobs listed and type bitsadmin /reset to remove them

Note: do above from a Windows Administrator account.

 

Dave
===

Windows 10 & Android 8

Posts 49
Michael Robinson | Forum Activity | Replied: Fri, Jan 13 2012 4:06 AM

Hi Rob

Thisnis not an uncommon problem. I've had the same one with the last two updates. My error files said there was a corrupt file, but dloading it again didn't fix it it. I had to do the whole uninstall/ install deal again.

I guess this is something the logos boffins will have to solve!

Cheers

Michael

 

Posts 35
Rob Hattingh | Forum Activity | Replied: Fri, Jan 13 2012 9:33 AM

Hi Michael,

Thanks for your response - at least I now know that I'm not the only one having this problem, so it's not merely my own PC.

Cheers

Rob

Posts 35
Rob Hattingh | Forum Activity | Replied: Fri, Jan 13 2012 10:17 AM

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Hi Dave,

Thank you for your response to my query.

  • My current L4 version is 4.3 SR-7  (I had do a “Safe reinstall to get SR-5, SR-6 and SR-7 installed – I think that SR-4 installed normally, but if I recall it was my first SR-update and I didn’t take too much note of what took place)
  • I’m not a L4 ‘power user’ that has tried out all available bells and whistles, but L4 seems to be functioning OK.
  • The web link http://downloads.logos.com/LBS4/Installer/Logos4Setup.exe  is the link that Logos Tech support gave me to use for a “Safe re-install”, so I’ve used it for 3 of those (see above), but not for merely a SR-update.
  • I’ve no problems with Windows Updates downloading and installing, nor for that matter with any of the multitude of other programs and updates that I do fairly regularly.
  • I always ensure that I don’t have multiple Internet downloads taking place simultaneously.
  • At the Command Prompt I get C:\Documents and Settings\Rob Hattingh> and when typing in bitsadmin /list I get the following message:

 “bitsadmin is not recognised as an internal or external command, operable program or batch file.”    (I’m the Administrator)

 Regards,

 Rob

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Fri, Jan 13 2012 2:06 PM

I omitted an important step:

 

Dave
===

Windows 10 & Android 8

Posts 35
Rob Hattingh | Forum Activity | Replied: Sat, Jan 14 2012 5:53 AM

Hi Dave,

Thanks for the additional info.

I followed your instructions and got the message "Listed 0 job(s)" - so there was nothing to remove.

Where do we go from here?

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Sat, Jan 14 2012 7:03 PM

Rob Hattingh:
Where do we go from here?

We need to get the attention of Logos developers, but please upload logos4.log by following instructions in http://wiki.logos.com/Diagnostic_Logging

Dave
===

Windows 10 & Android 8

Posts 15805
Forum MVP
Keep Smiling 4 Jesus :) | Forum Activity | Replied: Sat, Jan 14 2012 10:16 PM

Dave Hooton:

Rob Hattingh:
Where do we go from here?

We need to get the attention of Logos developers, but please upload logos4.log by following instructions in http://wiki.logos.com/Diagnostic_Logging

Option: email Logos Technical Support => http://www.logos.com/about/contact with reference to this thread.

Keep Smiling Smile

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Sat, Jan 14 2012 10:48 PM

Keep Smiling 4 Jesus :):
Option: email Logos Technical Support

I did that after my last post

Dave
===

Windows 10 & Android 8

Posts 35
Rob Hattingh | Forum Activity | Replied: Mon, Jan 16 2012 9:15 AM

Normal 0 false false false MicrosoftInternetExplorer4

Normal 0 false false false MicrosoftInternetExplorer4

Logging was enabled and then I clicked on “Download now” (available updates) - the updates would have been the SR-8 update plus some small resources.

When downloading had completed and I got the message that there updates to install, instead of restarting L4, I merely closed the program and paused the indexing. I saved two log files, renaming them Logos4 B4 Updates.log and Logos4Indexer B4 Updates.log

I started L4 again with logging enabled so we have another set of logs AFTER the updates have been downloaded and indexed. ( Normal 0 false false false MicrosoftInternetExplorer4 I think logs are replaced with each fresh start-up?)

As usual, the resources downloaded and installed without a hitch - the SR-8 update didn't make it!

The logs mean nothing to my uninitiated brain, but I did notice the following words as I scrolled through the Indexing log:

2012-01-16 16:57:20.0468           5          Warn    DownloadJob  Download of 'http://downloads.logos.com/LBS4/Installer/4.30.0.1624/Logos4.msi' failed; expected MD5 was 421E10DFCE12E02D543D4AB64BE7FFAA; actual MD5 was C2E386B5E53CE0B5D053FF1F50E052A1

2012-01-16 16:57:20.0468           5          Info       DownloadJob     Reporting download failure to http://clientservices.logos.com/clienterrors/v1/ClientS3Error.ashx?url=http%3A%2F%2Fdownloads.logos.com%2FLBS4%2FInstaller%2F4.30.0.1624%2FLogos4.msi&clientmd5=C2E386B5E53CE0B5D053FF1F50E052A1&clientversion=4.30.0.1621&filesize=45879296

2012-01-16 16:57:21.1406           5          Warn    IndexerProgram          The download job 'Update:115' for update 'Logos Bible Software 4.3, SR-8', downloading to 'C:\Documents and Settings\Rob Hattingh\Local Settings\Application Data\Logos4\Data\moiagbtn.4g5\UpdateManager\Installers\115' has status 'Failed'; removing the job.

2012-01-16 16:57:21.2031           1          Info       WindowsIndexerProgram            Setting notification icon tool tip to: Logos Bible Software is downloading updates (100% of 57.6 MB)

I guess that merely tells us what we already know – the L4 SR-8 update install has failed, but not exactly “why” it’s failed (from the little I understand of the log it appears to me that the download of the SR-8 update was incomplete or corrupted).

Will the Logos4.log perhaps give you boffins a clue as to the reason?

2541.LOGOS 4 LOGS.zip

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Mon, Jan 16 2012 12:54 PM

Rob Hattingh:
Will the Logos4.log perhaps give you boffins a clue as to the reason?

Thanks Rob. That confirms a common reason for the SR-8 update failing and Logos have email'd me that they are investigating the issue.

Dave
===

Windows 10 & Android 8

Posts 35
Rob Hattingh | Forum Activity | Replied: Tue, Jan 17 2012 1:02 AM

Hi Dave, 

Logos didn't seem too interested in my problem when I contacted them direct - perhaps it's best to work via the forum in future, and to enlist the help of people like you whose name rings bells at Logos HO.

Thanks for your help - I hope Logos comes up with a fix now.

Kind regards.

Posts 8866
LogosEmployee
Bradley Grainger (Faithlife) | Forum Activity | Replied: Tue, Jan 17 2012 11:27 AM

Our current theory is that some proxy server has cached a bad version of the file (because everyone who has the problem is getting the same bad hash: C2E386B5E53CE0B5D053FF1F50E052A1)

We've updated the MSI file (by re-signing it with a new digital signature) and re-uploaded it. Apart from the digital signature change, it has the same contents as the original SR-8 MSI. However, because the digital signature changed, the file has a new hash: 45E69B85F1463D108A9D4645828A6D4F

This hash is used as the "ETag" by S3 (which hosts the files); changing the ETag should force any HTTP-compliant proxy servers to invalidate their cache and store a new (and hopefully uncorrupted) version of the file.

Posts 35
Rob Hattingh | Forum Activity | Replied: Wed, Jan 18 2012 8:35 AM

Unfortunately this hasn't helped in my case. I deleted my Download Manager and Update Manager files and then tried to download the SR-8 update again.

The file downloaded until 99+% and then slipped away into oblivion.  When I restarted L4, the same old notice was there as before which said I had a 44.1MB update that needed to be downloaded.

Where does that leave us now?

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Wed, Jan 18 2012 1:58 PM

Rob Hattingh:
Where does that leave us now?

Please upload the logos4Indexer.log so Logos can check the messages you are getting with the download.

Dave
===

Windows 10 & Android 8

Posts 35
Rob Hattingh | Forum Activity | Replied: Thu, Jan 19 2012 3:41 AM

In the excitement of a possible solution being found I clicked on Download now without thinking about enabling a logging session!

I've now enabled permanent logging and yet again attempted to download the elusive SR-8 update -  I've uploaded this log.

It's probably not connected, but I've also uploaded an extract of the Logos4 error log from yesterday's session.

Does this tell us anything related to the current issue or perhaps something else that is if importance?

 

0827.Logos4 Logs 19-1-2012.zip

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Thu, Jan 19 2012 4:04 AM

Rob Hattingh:
Does this tell us anything related to the current issue or perhaps something else that is if importance?

It is significant in that the expected hash was what Bradley stated but the actual hash was the same value as before!

Dave
===

Windows 10 & Android 8

Posts 26
Matt Cave | Forum Activity | Replied: Sun, Jan 22 2012 3:10 PM

Hi there,

Has there been any word on whether the Logos guys have fixed this update yet?

Thanks

Matt

Posts 26029
Forum MVP
Dave Hooton | Forum Activity | Replied: Sun, Jan 22 2012 6:38 PM

Matt Cave:

Hi there,

Has there been any word on whether the Logos guys have fixed this update yet?

I'm sorry there hasn't been any follow-up from Logos, so I recommend you send an email to support@logos.com and include a link to this thread.

Dave
===

Windows 10 & Android 8

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