Getting the Yellow Sync triangle on PC today
not sure why, but having a hard time getting Logos to sync today. Win8 PC, L5.
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Ward Walker said:
not sure why, but having a hard time getting Logos to sync today. Win8 PC, L5.
Is it still a problem? Just tried it and it seems to be working fine for me.
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Graham Criddle said:Ward Walker said:
not sure why, but having a hard time getting Logos to sync today. Win8 PC, L5.
Is it still a problem? Just tried it and it seems to be working fine for me.
I just got it again today
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OK, I need help--posting here in hopes tech support or an adroit superuser can help.
I keep getting the yellow sync error--not all the time, but enough of the time. On lots of different connections. I don't have trouble with Internet access. A secondary (likely related) issue is that Logos takes forever to start or stop these days -- on an i5 w/SSD. I see a lot of the little grey box that pops up before / after program load with "Synchronizing."
I just started, did one underline, and closed Logos--it took a while!!--and am posting that diagnostic log here. Any ideas?
P.S. My AV is McAfee All Access Total Protection -- I've had it a good long while, and don't think it is doing anything new.0574.Logos.log
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HI Ward,
Can you post your Logos.log file reflecting the sync problems?
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Tommy Ball said:HI Ward,
Can you post your Logos.log file reflecting the sync problems?
tommy, it is the first of three files in my post qbove; it got hidden at the end of a line
ward
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Ward Walker said:
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Tommy Ball said:HI Ward,
Can you post your Logos.log file reflecting the sync problems?
tommy, it is the first of three files in my post qbove; it got hidden at the end of a line
ward
I had the same problem tonight; I waited a long time for Logos to close. It finally did, but I think my hotel WiFi dropped at that same time. In any event, here is the Error log from tonight (I was on for quite a while...not sure why the other logs didn't update: I think I pressed CTRL when starting logos):
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Something is severing connection to the servers. I would first allow Logos through your Firewall (see Solution 1a here: https://www.logos.com/support/logos5/windows/firewall). The other day I helped a customer fix a similar issue after my previous solution failed to resolve the problem by resetting the Winsock
- Open Command Prompt “As administrator“.
- Enter the following commands individually:
NETSH WINSOCK RESET
NETSH INT IP RESET C:\resetlog.txt - Reboot.
- Retry Logos 5.
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Tommy Ball said:
Something is severing connection to the servers. I would first allow Logos through your Firewall (see Solution 1a here: https://www.logos.com/support/logos5/windows/firewall).
I can't exactly follow this since I use McAfee All Access - Total Protection in Win8, and it takes over Windows Firewall. I validated in McAfee Firewall / Internet Connections that Logos is allowed Full access. I also turned off Net Guard for this program, since in the past McAfee has blocked AWS IP addresses. After doing this, Logos seems to start much quicker (like the old days), but it still takes forever to sync a very small highlight change or to close the app. Here are the files from doing this:
Next I'll re-try with the firewall(s) disabled.
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Ward Walker said:
Next I'll re-try with the firewall(s) disabled.
With McAfee (and Windows) Firewalls off, I got the same performance as just before: Logos started fast enough, but the simplest of changes caused a L O N G sync, and the program took a long time to close. Here is the log that wrote:
Next, I'll turn the firewalls back on and try the second suggestion.
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Tommy Ball said:
resolve the problem by resetting the Winsock
- Open Command Prompt “As administrator“.
- Enter the following commands individually:
NETSH WINSOCK RESET
NETSH INT IP RESET C:\resetlog.txt - Reboot.
- Retry Logos 5.
I tried this and rebooted, but nearly same behavior: I briefly saw a different screen at logon, but Logos started quickly enough. I made a small highlight change, and the program took a L O N G time to close. I haven't seen the yellow triangle back tonight, but I've not really used Logos yet--just troubleshooting. As far as I can tell, all other applications are working fine. McAfee is happy. Note: it takes me 9 minutes to open Logos, apply a small highlight, and then close it--on a fast PC.
Here are the logs from this last attempt:
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The error is that the Logos Server closes the connection unexpectedly.
I do a LOT of highlighting, and my files are probably quite large--so large, the mobile apps essentially don't work anymore for me.
Could I be hitting up against a design limit (or max setting to some config) because the files that are syncing are so large?
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Ward Walker said:
The error is that the Logos Server closes the connection unexpectedly.
That's the description of the error in the log file, but it's not necessarily accurate. (It's just what the .NET Framework developers put as the error message.)
We've seen this problem in the past with some firewall software. Do you have a firewall/internet security program installed? Which one? Does temporarily disabling it resolve the issue?
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Ward Walker said:
I do a LOT of highlighting, and my files are probably quite large--so large, the mobile apps essentially don't work anymore for me.
Could I be hitting up against a design limit (or max setting to some config) because the files that are syncing are so large?
Notes documents are synced in stages, so there should be no problem with syncing a file that contains thousands of notes or highlights.
I suppose there could be a problem if you had one individual note that was megabytes in size, but that doesn't sound like the scenario you're describing.
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Bradley Grainger (Logos) said:
We've seen this problem in the past with some firewall software. Do you have a firewall/internet security program installed? Which one? Does temporarily disabling it resolve the issue?
Bradley, On this laptop, I am using Win8 and am running McAfee All Access - Total Protection (I've been running this for years with Logos on all my PCs). It looks like McAfee then also controls Windows Firewall, which is also on but under McAfee management.
If I turn off McAfee Firewall (and Net Guard, another application connection management service of McAfee related to programs), then turn off Windows Firewall for Public Domain (what applies to my WiFi connection), I don't think I see any substantial improvement--unless program load is faster then (no long sync at start). It remains slow to sync in-program, and when I close the program I see the sync screen for several minutes.
I've not used Logos much (other than troubleshooting) these last two days, so I don't know if I am getting the yellow triangle anymore--I normally just see the sync wheel spin these last two days.
I've used both the Hotel WiFi and my 4G hotspot, so it isn't a hotel router blocking me...and this had been happening at home and church, so it isn't just my trip this week.
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I'm back home now, and the yellow triangle happened again.
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Ward Walker said:
I'm back home now, and the yellow triangle happened again.
I don't think this was addressed. Are you experiencing this outside of your home network? If you go to Starbucks for instance do you get the same behavior?
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Tommy Ball said:Ward Walker said:
I'm back home now, and the yellow triangle happened again.
I don't think this was addressed. Are you experiencing this outside of your home network? If you go to Starbucks for instance do you get the same behavior?
I seem to have it happen all the time; it is not just on one network.
I happen to run a bunch of computers, and will see if I notice it happening across all of them or not.
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I took a look at several machines running Logos, and all have similar issues for my account:
Win8 Laptop: very slow start-up / shut-down due to sync screen, in-app sync takes a long time (but works), often wind up seeing yellow triangle
Win7 Laptop: slow start-up, very slow shut-down due to sync screen, in-app sync takes a long time (but works...however syncing the highlighter styles took a while). Haven't seen the yellow triangle, but don't use this one a lot for Logos
Win7 Desktop: slow start-up / close due to sync, in-app sync takes a long time (hasn't stopped yet, but indexing also seems stuck)--haven't seen yellow triangle, but also havent seen it finish sync.
Mac Air: very slow in-app sync, gets yellow triangle after a while.
I used various networks across this test.
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update: the Win7 Desktop finally gave up sync and now I have the yellow triangle. or is it the "won't try angle?" [:S]
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Hi Ward,
I'm going to email you about this.
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Ward Walker said:
I have no idea what that means. Did you not receive my email?
Sorry, Ward. Dylan clarified to me what "RGR" meant. You'd think I would have picked up on that considering how comfortable I am with the military alphabet.
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[:D]
Tommy, I did get your email and intend to call--I just don't yet know when I will be able, since I can't do this during my work hours and by the time I get home there isn't very much time before Logos Tech Support probably goes home for the day.
I'm going to have to get this fixed though, because I've noticed that my highlights have been disappearing after I apply them and while Logos tries to synch. I think it is only the "Highlighter Pens" palette that is having this problem, but am not sure...it is just that I'll look back after highlighting for a while and much of what I did will sometimes have partially disappeared.
Perhaps I can call this coming Friday AM for a short time.
Ward
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Ward Walker said:
isn't very much time before Logos Tech Support probably goes home for the day.
We're open from 6am-6pm PDT Mon-Sat in case you thought the hours were more restrictive.
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I have actually encountered the same sync issue with Logos 5.2 SR3 (5.2.0.0091) on my Mac running OSX 10.9.4
hmmmmm.
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Eric Reed said:
I have actually encountered the same sync issue with Logos 5.2 SR3 (5.2.0.0091) on my Mac running OSX 10.9.4
Please update to the latest version (5.2a SR-7) using this link.
Dave
===Windows 11 & Android 13
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This sync error looks like it's caused by a timeout while trying to upload several extremely large Notes documents. We're seeing whether we can adjust some timeouts on the server to allow you more time to upload.
However, that's only a short-term workaround; we recommend that you try to split your highlights across multiple, smaller documents.
Long-term, we plan to overhaul notes sync so it's not as affected by the size of individual Notes documents; I don't have an estimate for when that would be deployed, though.
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Bradley Grainger (Logos) said:
This sync error looks like it's caused by a timeout while trying to upload several extremely large Notes documents. We're seeing whether we can adjust some timeouts on the server to allow you more time to upload.
However, that's only a short-term workaround; we recommend that you try to split your highlights across multiple, smaller documents.
Long-term, we plan to overhaul notes sync so it's not as affected by the size of individual Notes documents; I don't have an estimate for when that would be deployed, though.
Bradley, Thanks...I suppose we now know the maximum size a note file can currently safely get [+o(]
I'm willing to split my note files up, but I need programmatic assistance--it took every day for years to create this problem; I can't get out of it manually.
I propose a maintenance tool that lets me do something like this:
In <resource>, in <these sections>, move all <style[s]>/<<pallete[s]> to <note file>[creating it or appending it, as appropriate], verify, then remove the items that were moved from the original source
In practice, I'd probably start by putting all ESV OT highlights into one new Note file, then going book by book in the ESV NT since my highlight density is so much higher there.
I don't tend to use the highlight re-direction feature because it is a bit unwieldy for me; I don't think to turn it off if I am in a different resource, and I move between resources pretty quickly. I prefer to fix the problem on the back end.
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Thank you, Dave. I will try this today after work.
Blessings,
eric
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Dave,
That fixed the sync issue/triangle! Thanks.
Now I am trying to find my purchases from June 24...
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An update for Logos Forum users (especially power users / frequent highlighters / Inductive-style users):
Mike Bryant and Bradley Grainger got me back in action by extending the time-out that the Logos servers enforce when syncing user documents. This was just a stop gap measure; it lets me operate as I am, but I can't grow some of my Notes files any further, so it currently requires me to redirect new highlights to new notes files, and to manually move my legacy highlights out of two large files into smaller files--at least until I get to a more supported file size.
When I exceeded Logos' design limits, I had amassed 208,000 highlights. Two Notes files had reached their cap of 80,000 highlights and began to create erratic behaviour when I tried to create new highlights (the highlights "wouldn't stick" or older highlights would disappear after a sync attempt, etc). I'd long ago exceeded my own ability to figure out how long the Notes files were (I used to attempt to print them and count the print job pages, but after a while that didn't work anymore).
If you want to see if you might be nearing this same problem, perhaps the easiest way is to surf to where Logos keeps Notes (for me, that is at: C:\Users\Ward\AppData\Local\Logos5\Documents\mkshavqx.3vt\Documents\Notes ), and then to look at file sizes. My 80,000 highlight notes files are 110,085KB (I think...I may not be reading the SQLite file headers right).
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Thanks for the update Ward. [Y]
macOS, iOS & iPadOS |Logs| Install
Choose Truth Over Tribe | Become a Joyful Outsider!0 -
Hi Ward. Thank you for all the great descriptions and analysis of your problem with large notes files. I suspect I have the same problem on one of my PCs (a Microsoft Pro tablet). I think I have more highlights and a larger Notes db file than you do. Did you ever get Logos support to help you reliably move highlights from one (large) note file to other(s)? If not, have you figured out how to do this yourself in a reasonable way? Thx.
Seeking the Truth,
Rich
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Bradley, thank you for the explanation of the likely cause of this problem. Would you be so kind as to review the following plan and offer any hints or suggestions for solving my problem?
I believe I have this same issue with Logos 6 on my tablet that I use most for highlighting. It appears that I have about 150,000+ highlights in several 'Notes' documents (but about 145,000 of these are in one 'Notes' document which is named per the "palette-specific note file" for my custom palette). I have analyzed the notes.db file a bit and wonder if the solution to fix my problem should go something like this:
- ensure Logos 6 is not running;
- using a SQLite browser, identify the extremely large 'Notes doc' (call it "A"), (which appears to be referenced in NotesDocumentId field in rows of the Notes (SQLite) table);
- start Logos 6 in 'local mode' by holding the [Ctrl] key down when launching it (to prevent syncing with the Logos server);
- using Logos 6, create another 'Notes doc' (call it "B"), to (eventually) take a big chunk of the notes from the large 'Notes doc' "A";
- exit Logos 6 app;
- using a SQLite browser, find the DocumentId value for the new 'Notes doc' "B" (from the NotesDocuments table);
- move one 'highlight' to "B" by:
- replacing the value for the NotesDocumentId field in the Notes table from the value for "A" to the value for "B";
- modifying any other Notes table fields as required (e.g., IsSubmitted? -- what is it and how is it used?);
- re-start Logos 6 in 'local mode';
- using Logos 6, open Notes doc "B" and confirm that it now contains the 'highlight' we were trying to move from Notes doc "A";
- if the "highlight" from "A" was successfully moved to "B", then:
- exit Logos 6;
- repeat steps 7.1 - 7.4 for about 20% of the rows for Notes doc "A"; // hoping that this will shrink Notes file enough to 'fix' things;
- if the "highlight" from "A" was not successfully moved to "B", then re-evaluate, modify the procedure as necessary & try again;
- after the highlights are successfully moved:
- invoke Logos 6 in 'local mode';
- using Logos 6, set the Notes file for this custom palette to be "B" (so all future highlighting notes will go into "B");
- exit Logos 6 and re-launch in 'normal mode' (to cause syncing with the Logos server)
Hopefully, these changes will be sync-ed to the Logos server and the highlighting will once again be functional! (This is where I'm a bit in the dark as to what fields need to be set to what values in order for these changes to be detected by the Logos server and synced there and subsequently to my other devices.)
[Also, is there a way to link this into a Logos 6 forum? I posted here because the problem seems to occur for both Logos 5 & Logos 6 and this thread already has the context for the problem.]
Seeking the Truth,
Rich
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Bradley, has the "overhaul notes sync" you described been implemented? ETA? See my proposed solution to "split highlights across multiple, smaller documents" at the end of this thread. Thanks.
Seeking the Truth,
Rich
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Rich Thirsk said:
... wonder if the solution to fix my problem should go something like this:
- ensure Logos 6 is not running;
Before starting this procedure, I should have inserted a step to create a backup of the Notes.db file, in case something goes wrong and I need to restore it.
Seeking the Truth,
Rich
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Firstly, "no user-serviceable components inside", "modifying the database voids your warranty", etc. Secondly, I don't actually know how to safely move a note between documents, so this is only a guess. (I took a quick look through the code but didn't find it.) Thirdly, Notes sync is one of the more complicated sync systems, so there's a lot that could go wrong. Fourthly, are you sure you have the same issue? You didn't post log files, so we can't confirm.
I think steps 7.1 and 7.2 should be:
update Notes set NotesDocumentId = @NewNotesDocumentId, IsSubmitted = 0, Modified = @Modified, Revision = @Revision where Id = @Id;
update NotesDocuments set ModifiedDate = @Modified, SyncState = 1 where Id in (@OldNotesDocumentId, @NewNotesDocumentId);@Modified = "now" in ISO-8601 format
@Revision = a unique new GUID
@Id = the ID of the note to move
@OldNotesDocumentId = the ID of the document you're moving it from
@NewNotesDocumentId = the ID of the document you're moving it toIn step 7.5.2, I really have no idea how many notes would need to be moved, nor how many new document you'd need to move them into.
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Bradley, thank you for the response and the warnings. Will Logos ever publish a tool to help us break up our old Notes files into smaller ones (i.e., splitting a pallete-specific note file into Notes files that are associated with specific resources)? While the desktop works for me these days, the mobile apps just can't handle my notes files and work very erratically WRT showing/syncing highlights.
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Ward Walker said:
Will Logos ever publish a tool to help us break up our old Notes files into smaller ones
We know this feature has been requested a number of times. When we have progress to report, we'll update this suggestion: http://logos.uservoice.com/forums/42823-logos-bible-software-6/suggestions/1189515-make-it-possible-to-merge-or-split-notes-files
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Fourthly, are you sure you have the same issue? You didn't post log files, so we can't confirm.
Bradley, thank you for the quick response on this, including warnings and suggestions. I have attached all my log files that are in the Logos Log Files folder (in *.zip format). Following is a quick summary of (most of) the errors I noticed. I assume 5, 6 & 8 relate to my described problem. (I also am not able to open Prayer Lists, nor Reading Plans, but we can leave that for another time.)
0830.RichThirsk-Logos Log Files.zip
- 2016-02-10 11:41:03.4053 1 Error CrossProcessUtility CrossProcessMemory wanted to read 8 bytes, but got 0
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2016-02-10 11:58:09.5227 8 Error ResourceUtility FormatException for saved position: Article=CULTIVATECHRISTIANLOVE1PE38-12|ArticleLength=7903|Context=ue%20peace.%20“Blessed%20a|Offset=5923|OffsetInContext=10|Resource=LLS:29.3.5|Version=2009-10-26T20:22:27Z
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2016-02-10 12:02:53.8334 36 Error ResourceUtility FormatException for saved text range: EndPosition=Article%3dBOOKSOFENOCH_WRITING.DATES%7cArticleLength%3d2157%7cContext%3dcentury%2520AD,%2520which%2520se%7cOffset%3d1493%7cOffsetInContext%3d10|Resource=LLS:LBD|StartPosition=Article%3dBOOKSOFENOCH_WRITING.DATES%7cArticleLength%3d2157%7cContext%3d%2520from%2520the%2520fifth%2520or%2520s%7cOffset%3d1468%7cOffsetInContext%3d10|Version=2015-06-11T00:16:57Z
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2016-02-10 12:00:06.0642 1 Error TextBlockUtility TextBlockUtility.IsTextTrimmed breaks Text bindings; use TextBlockUtility.BindableText instead.
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2016-02-10 12:00:26.9963 22 Error ApplicationUtility Error handling response (POST https://notesapi.logos.com/v3/docs/sync/up). ~WebException: The underlying connection was closed: A connection that was expected to be kept alive was closed by the server. 2016-02-10 12:00:27.0315 22 Error ApplicationUtility Exception while syncing client: NotesDocumentSyncItem ~SyncClientException: Web service error: Error handling response. Request: POST https://notesapi.logos.com/v3/docs/sync/up
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2016-02-10 12:20:11.4934 22 Error ApplicationUtility Exception while syncing client: NotesDocumentSyncItem ~SyncClientException: Web service error: Status code not handled. Request: POST https://notesapi.logos.com/v3/docs/sync/up (status GatewayTimeout, content type 'text/html') 2016-02-10 12:20:11.5082 22 Info SyncManager ExceptionHandled: Logos.Sync.Client.SyncClientException: Web service error: Status code not handled. Request: POST https://notesapi.logos.com/v3/docs/sync/up (status GatewayTimeout, content type 'text/html') ---> Libronix.Utility.Net.WebServiceException: Status code not handled. Request: POST https://notesapi.logos.com/v3/docs/sync/up (status GatewayTimeout, content type 'text/html')
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[0202/153802:ERROR:backend_impl.cc(1993)] Corrupt Index file
[0202/153802:ERROR:cache_util_win.cc(20)] Unable to move the cache: 5
[0202/153802:ERROR:cache_util.cc(132)] Unable to move cache folder C:\Users\Rich\AppData\Local\Logos5\Data\we0sthyu.gvd\WebBrowser to C:\Users\Rich\AppData\Local\Logos5\Data\we0sthyu.gvd\old_WebBrowser_000
[0202/153802:ERROR:cache_creator.cc(132)] Unable to create cache -
Time: 2016-02-10 11:10:36 -07:00 (2016-02-10T18:10:36Z)
Error handling response (POST https://notesapi.logos.com/v3/docs/sync/up).
System.Net.WebException: The underlying connection was closed: A connection that was expected to be kept alive was closed by the server.Program Version: 6.9 SR-1 (6.9.0.0044)
Time: 2016-02-10 11:10:36 -07:00 (2016-02-10T18:10:36Z)
Exception while syncing client: NotesDocumentSyncItem
Logos.Sync.Client.SyncClientException: Web service error: Error handling response. Request: POST https://notesapi.logos.com/v3/docs/sync/up ---> Libronix.Utility.Net.WebServiceException: Error handling response. Request: POST https://notesapi.logos.com/v3/docs/sync/up ---> System.Net.WebException: The underlying connection was closed: A connection that was expected to be kept alive was closed by the server.
Seeking the Truth,
Rich
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Rich Thirsk said:
Following is a quick summary of (most of) the errors I noticed. I assume 5, 6 & 8 relate to my described problem.
Yes, they do.
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