Logos 4 Crashes Immediately after install

Noel R Matthews

My computer has Win XP Pro SP3 and the C: drive has 65 GB free space. I tried to install Logos 4 from the disks which arrived two days ago (Silver library) but after installation finished when Logos 4 tried to start I immediately got the standard Windows message window "Logos Bible Software 4 has encountered a problem and needs to close. ....". Eacch time subsequently when Windows starts each morning Logos 4 tries to start and I get the same message. After reading most of the posings in this forum I tried uninstalling and reinstalling and also tried uninstalling then manually removing all files associated with Logos 4. Also tried holding the Control key down while starting Logos 4 - same result every time.

Please can someone tell me how to get this program to work??

Noel

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Noel,

Please enable logging, try again, then zip the log file and attach it to a post.

See: http://wiki.logos.com/Diagnostic_Logging

BTW: holding the control key while starting enables logging so you may have a log file already. It will be in My Documents/Logos Log Files. It will be called Logos4.log.

Please can someone tell me how to get this program to work??

There are two programs known to cause problems with Logos4: Cybersitter and Kensington MouseWorks. If you have either of those, contact tech support, as we can't help you here.

Else follow the instructions regarding enabling logging. More instructions can be found in the Wiki (see in my signature for a link). A few other causes/solutions of Logos not working can also be found there.

Noel R Matthews

https://community.logos.com/discussion/comment/73799#Comment_73799

Thanks Mark and Richard,

I have attached the log file - yes it is there. (hope I have done this right - what I thought was the attachment button (paper clip) leads to a window to insert media??)7024.logos4setup.log">http://community.logos.com/cfs-file.ashx/__key/CommunityServer.Discussions.Components.Files/76/7024.logos4setup.log:550:0]

I do not have either of the programs Richard mentions. I shall go to the wiki now.

Noel

Noel R Matthews

https://community.logos.com/discussion/comment/73821#Comment_73821

Sorry I missed the instruction to ZIP the log file - her it is zipped. 2061.Logos4setup.zip">http://community.logos.com/cfs-file.ashx/__key/CommunityServer.Discussions.Components.Files/76/2061.Logos4setup.zip:550:0]

Noel

https://community.logos.com/discussion/comment/73831#Comment_73831

Noel,

The file did not get attached correctly. Please try it again.

https://community.logos.com/discussion/comment/73831#Comment_73831

:550:0]

Noel, somehow you must get the file to the Forum with out the :550 attached or it will NOT be able to be accessed. (Sorry, I do not know why thi sis so).

Regards

Steve F

https://community.logos.com/discussion/comment/73831#Comment_73831

Noel,

You can attach the zipped file with the paper clip.

Noel R Matthews

https://community.logos.com/discussion/comment/73847#Comment_73847

I do apologise - I don't know what I am doing wrong, but will try again - please tell me how to attach. I am using the paper clip link which leads to a page to insert media - and I can see no other option. http">5483.Logos4setup.zip">http

I have edited the link to remove the 550 - but I cannot see any other option.

https://community.logos.com/discussion/comment/73875#Comment_73875

Sorry, Noel. I must be half asleep.

In your composing window, at the top you'll see an "Options" button. Click it and then attach the zipped file.

Chris

Noel R Matthews

https://community.logos.com/discussion/comment/73877#Comment_73877

Thanks that is the clue I needed!

Logos4setup.zip

https://community.logos.com/discussion/comment/73880#Comment_73880

Noel,

Sorry, I don't know enough about what it is saying. Others do. It can't find a process and gives up attempting, but I don't know what or why. Hopefully, one of the IT types will jump in here.

Chris

https://community.logos.com/discussion/comment/73882#Comment_73882

There also seems to be an error getting a file from H: (are you installing from a DVD?) because of an access denial. But it says you have admin rights. So, again, I'm in over my depth.

Noel R Matthews

https://community.logos.com/discussion/comment/73883#Comment_73883

Yes that is correct - Drive H: is the DVD drive in my computer. That is interesting - why, when it is clearly getting all the other installation files from the same DVD, would it fail on one file? Could I simply copy that file from the DVD to the location specified in the log file?

Noel

https://community.logos.com/discussion/comment/73885#Comment_73885

Noel,

We need to look at logos4.log if the error occurs when you start L4 (which appears to be installed from the Logos4setup.log you sent)

https://community.logos.com/discussion/comment/73880#Comment_73880

Thanks that is the clue I needed!

Noel you did attach this correctly but just sent us the normal Logos setup program as far as I can tell.

As Dave pointed out we need the crash log which if you have turned logging on will be generated after a crash and will be found in your My Documents/Logos Log Files folder. It will be the Logos4.log file.

Noel R Matthews

https://community.logos.com/discussion/comment/74162#Comment_74162

Afraid there is no Logos4.log file in the folder - just the file I sent yesterday, nothing at all for today despite my starting (or trying to) Logos4 with Control down twice today. The crash happens so quickly after I click on the logos icon perhaps there is just not time for the log file to be generated? In case it is of interest I see a large number of messages from Google Desktop Manager in the Event Viewer about the time I tried to start Logos4 - mainly that the service tried to start and then stopped. Would Google Desktop Manager be conflicting with Logos4?

Noel

Noel R Matthews

https://community.logos.com/discussion/comment/74169#Comment_74169

I do not know whether this is relevant, but in case it is. I just tried to start Logos4 - once just double clicking the icon on the desktop and once holding down Control. I then went to Event Viewer to see what showed up in the logs. nothing - neither the Application log nor the System log showed any activity at the times I tried to start Logos4.

Noel

https://community.logos.com/discussion/comment/74256#Comment_74256

Check if .NET 3.5 SP2 is installed in Control Panel | Add/Remove Programs. How did you install it?

If that is OK I would recommend a complete uninstall, including Prerequisites and removal of the Logos4 folder at C:\Documents and Settings\noel\Local Settings\Application Data.

Install L4 from http://downloads.logos.com/LBS4/LDLS4Installer/Logos4Setup.exe with the DVD in the drive. As extra insurance disable Google Desktop Manager. If the download is too large you can always Cancel it and get resources from the DVD (Start L4 with DVD still in drive).

Noel R Matthews

https://community.logos.com/discussion/comment/74264#Comment_74264

Thanks. Add/Remove Programs only shows .NET 3.5 SP1 installed. The Microsoft site says that SP2 can not be separately installed - does not make sense to me! What should I do now, please?

Noel

https://community.logos.com/discussion/comment/74654#Comment_74654

Add/Remove Programs only shows .NET 3.5 SP1 installed. The Microsoft site says that SP2 can not be separately installed - does not make sense to me! What should I do now, please?

Sorry, it should be .NET 3.5 SP1 with some compatibility fixes detailed at

http://www.microsoft.com/downloads/details.aspx?familyid=6c095bba-6100-4ec9-9c54-6450b0212565&displaylang=en&displaylang=en

Check in Add/Remove under the .NET headings whether you have the 3x KB numbers mentioned under Files in This Download before downloading.

When up-to-date then re-install L4.

Noel R Matthews

https://community.logos.com/discussion/comment/74835#Comment_74835

Thank you again - but more problems! I downloaded the three compatibility fixes but when I tried to install KB958481 and KB958483 I got a message saying that there were no applications installed in my computer that needed that fix. But KB958484 installed. As L4 was still installed I assumed that was OK, and uninstalled L4 and the prerequisites, put the DVD in the drive and double clicked Logo4Setup.exe.

However when Logo4Setup.exe started a message window came up from Microsoft Visual C++ Runtime Library, saying -

Runtime Error!

Program E:\Downloads\Logos4Setup.exe

This program has requested the Runtime to terminate in an unusual way. Please contact the application support team for more information.

OK.

So - more help please! What do I do now?

Actually as the time difference between us is great I will try to reinstall L4 now from the DVD and see what happens.

Noel

Noel R Matthews

https://community.logos.com/discussion/comment/75401#Comment_75401

Well, I tried installing again from the DVD - appeared to install, but I must say it was rather too quick for my comfort. Then when it said the installation was complete L4 tried to start and immediately crashed. I waited for all disk activity to cease and tried to start L4 again - it immediately crashed!

So - I do need more help! please

Noel

https://community.logos.com/discussion/comment/75401#Comment_75401

Thank you again - but more problems! I downloaded the three compatibility fixes but when I tried to install KB958481 and KB958483 I got a message saying that there were no applications installed in my computer that needed that fix. But KB958484 installed.

That suggests you don't have .NET 2.0 and .NET 3.0, which the article implies is necessary for .NET 3.5 SP1, and which I had installed prior to L4 in my XP. Please check in Add/Remove.

https://community.logos.com/discussion/comment/75412#Comment_75412

Well, I tried installing again from the DVD - appeared to install, but I must say it was rather too quick for my comfort. Then when it said the installation was complete L4 tried to start and immediately crashed. I waited for all disk activity to cease and tried to start L4 again - it immediately crashed!

So - I do need more help! please

Install permanent diagnostic logging as per 2nd para of http://wiki.logos.com/Diagnostic_Logging & see if you get some logs to upload as per http://wiki.logos.com/Uploading_Logs.

Then you might try the web install I suggested on page 1.

Noel R Matthews

https://community.logos.com/discussion/comment/76335#Comment_76335

Thanks Dave,

Add/Remove reports that both .NET 2.0 SP2 and a number of patches and .NET3.0 SP2 and a number of patches are installed. Is it worth re-installing them in case one or both have a problem? If so how do I get copies of both to install - the Microsoft site only seems to give access to the latest version of .NET?

Noel

Noel R Matthews

https://community.logos.com/discussion/comment/76734#Comment_76734

Thanks again. I installed permanent logging and tried to run L4 - it crashed and there is no log in the logs folder.

Tried to run Logos4Setup.exe again with the DVD in the drive but again got same runtime error as I reported earlier and the attempted installation stopped.

Noel

George Allakhverdyan

https://community.logos.com/discussion/comment/76734#Comment_76734

Thanks Dave,

Add/Remove reports that both .NET 2.0 SP2 and a number of patches and .NET3.0 SP2 and a number of patches are installed. Is it worth re-installing them in case one or both have a problem? If so how do I get copies of both to install - the Microsoft site only seems to give access to the latest version of .NET?

Noel

So there is no .NET 3.5 SP1 ? That is what you need. Here is a link to get for .NET 3.5 SP1 http://www.microsoft.com/downloads/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7&DisplayLang=en - Try this then get back to us with your status.

Edit: Just try to get the SP1 installed. Then try to reinstall Logos. I don't think it matters whether or not .Net 2.0 or 3.0 are installed since my machine only has 3.5SP1. Also after getting 3.5SP1 see http://support.microsoft.com/kb/959209 in case it applies to you.

https://community.logos.com/discussion/comment/76778#Comment_76778

Noel does have 3.5 SP1 installed but it may be worth uninstalling & re-installing it. Then try to re-install L4.

Noel R Matthews

https://community.logos.com/discussion/comment/76784#Comment_76784

First apologies for the delay in following this up. I ran into more problems (see below) and decided I really must deal with some urgent business before committing unknown time to this.

I uninstalled .NET 3.5 SP1 as suggested, but when I tried to re-install it the installation failed! I followed the instructions in dot.Net35SP1Readme.htm and then tried again - this time .NET 3.5 SP1installed correctly. So I then unistalled L4 and the prerequisits and deleted the folder in Documents and Settings. Then re-installed L4 from the DVD. Installation appeared to be working, but when it completed and L4 tried to start - Crash again!

Really is should not be this difficult!

Is there anything else I can do - or should I just give up, send the disks back and ask for a refund of my money?

Noel

Noel R Matthews

https://community.logos.com/discussion/comment/77610#Comment_77610

Oh sorry - Iforgot to say that there is still no log in the Logos Logs folder other than the installation log, which only shows one error -

2010-01-14T22:51:04Z 0x1548 Error IssueError Issuing exception 0x80070422: The service cannot be started, either because it is disabled or because it has no enabled devices associated with it. [f:\CCNet\Working\Logos4Setup\Code\common\DigitalLibrary\src\LDLS3\Libs/ComUtil/CreateInstance.h(30)].

Does that mean anything?

Noel

https://community.logos.com/discussion/comment/77611#Comment_77611

2010-01-14T22:51:04Z 0x1548 Error IssueError Issuing exception 0x80070422: The service cannot be started, either because it is disabled or because it has no enabled devices associated with it. [f:\CCNet\Working\Logos4Setup\Code\common\DigitalLibrary\src\LDLS3\Libs/ComUtil/CreateInstance.h(30)].

Does that mean anything?

Not to me! Please hang on 'til Monday when a Logos Tech should come up with something! "Bump" the thread occasionally to keep it near the top.

Noel R Matthews

https://community.logos.com/discussion/comment/77684#Comment_77684

OK Thanks Dave. I had a few thoughts so I tried the following.

Realised I should reinstall the three patches mentioned earlier. Tried that - again only the KB958484-x86 patch installed. Tried to start L4 again but still crashed.

Tried to repair the installation by running the two .MSI files in the \Setup\Installers folder in the installation DVD. Interestingly in both the prerequisites and L4 installers repair did run and do some work and then reported that the installation had been repaired. I ran the Enablelogin.js file to permanently log L4. So far so good. So rebooted then tried to start L4 - crashed.

There is no L4 log in the LogosLogs folder, but there is a new (today) installation log. So I attach that. There is only one error - so maybe we are getting closer??

logos4setup20100117.zip

https://community.logos.com/discussion/comment/78100#Comment_78100

It implies you don't have modify access to copy LogosBibleSoftware4.dat into C:\Documents and Settings\noel\Local Settings\Application Data\Logos4\Shared\Products\.

Check the Security tab for the \Logos4 folder and make sure you (Noel) have Full Control or at least Modify and that it applies to all sub-folders and files. Check also the \shared and \products folders.

Noel R Matthews

https://community.logos.com/discussion/comment/78210#Comment_78210

Thanks again Dave. Checked that - I as both the user Noel and as administrator, and system, do have full access to that folder and all folders in the C:\Documents and Settings tree. Interestingly the LogosBibleSoftware4.dat file is in that folder and is identical in size and date to the same file on the DVD. Maybe the repair operation copied it?

But the program L4 still crashes!

Noel

https://community.logos.com/discussion/comment/78484#Comment_78484

We are missing some vital info as the Setup log keeps saying the product is already installed as 4.0 SR-7. Have you seen the Sign-in dialog after installation? Has it loaded resources or indexed. What do you see in \Resources and \LibraryIndex under C:\Documents and Settings\noel\Local Settings\Application Data\Logos4?

If there are resources and an index at those locations will L4 start in Windows Safe Mode?

Noel R Matthews

https://community.logos.com/discussion/comment/78621#Comment_78621

Looks like we are getting somewhere! Answers are -

Seen Sign-in Dialogue - No

Loaded resources - No

Indexed - No

Under C:\Documents and Settings\noel\Local Settings\Application Data\Logos4 there are no folders called \Resources or \LibraryIndex - only folders are - \Data, \Install, \Shared, \System. \Data is empty, with some sub-folders as follows -

C:\Documents and Settings\noel\Local Settings\Application Data\Logos4\Install\Installers

C:\Documents and Settings\noel\Local Settings\Application Data\Logos4\Shared\Products

C:\Documents and Settings\noel\Local Settings\Application Data\Logos4\System\es-MX

Does that take us anywhere??

Noel

https://community.logos.com/discussion/comment/78989#Comment_78989

Does that take us anywhere??

The product has not been installed fully, even if there is enough evidence to fool the setup program into thinking it has been installed. I'm not confident about the DVD installation, so let's try the web installation with the DVD in the drive:

completelt uninstall L4, Prerequisites, and delete all evidence of the Logos4 folder
install from http://downloads.logos.com/LBS4/LDLS4Installer/Logos4Setup.exe
choose a custom install into C:\Documents and Settings\noel\
Expect to see the Sign-in dialog and Sign-in to a Blank Layout
set Automatically Download Updates = NO in Tools | Program Settings
Close L4
Cancel a resource download if too big and restart L4 with the DVD still in the drive
Indexing should start!

Hopefully, the installation will read resources from the DVD and only download updates (much smaller than a complete d'load, but it could be 1 GB or more). You can refuse downloads if indexing has started.

Noel R Matthews

https://community.logos.com/discussion/comment/79096#Comment_79096

OK, I tried to do as you suggest, however when I ran Logos4Setup.exe I immediately got the same error as I reported earlier -

Runtime Error!
Program E:\Downloads\Logos4Setup.exe
This program has requested the Runtime to terminate in an unusual way. Please contact the application support team for more information.
OK.

I tried to download a fresh copy of L4setup in case the one I had was faulty - but the new download gave the same message.

I then decided to try installing with the anti-virus and firewall turned off - but Logos4Setup.exe still gave the same message, so I tried installing from the DVD with those programs turned off and all other programs that run in the background disabled. Again appeared to install but when the installer finished and L4 tried to start it immediately crashed.

So I did not see a Sign-in dialogue or the program starting.

There is no installation log in the Logos Logs folder.

Tried starting L4 in Safe Mode, but it crashed immediately.

Noel

https://community.logos.com/discussion/comment/79184#Comment_79184

Noel,

What is your E: drive?

Noel R Matthews

https://community.logos.com/discussion/comment/79242#Comment_79242

Drive E: is a separate HD from Drive C, on which Windows is installed. All three are internal SATA HD's -

C: for Windows

E: is the drive on which I prefer to install all programs - giving me the option to format C: and reinstall Windows periodically without needing to reinstall all programs.

F: is the Data drive on which I save and keep all data.

However I saw in another post in this Forum that one should install L4 where it is designed to go, so I have done that - not very happy about it as it will inevitably mean that if I reformat drive C: I will have to reinstall L4 - given the difficulties I am having with an initial install that is not a prospect that appeals.

Noel

https://community.logos.com/discussion/comment/79271#Comment_79271

However I saw in another post in this Forum that one should install L4 where it is designed to go

I have heard of a few trying to get around this but they had to do some "extra" fancy programming to do it.

This software was designed to stop/frustrate those attempting to have "multiple" users, that is why it forces us to install in the C "users" drawer.

https://community.logos.com/discussion/comment/79287#Comment_79287

Noel, if you stick with the standard install it should be fairly painless. And in case you did not know this, actually reinstalling L4 is soooo much easier than L3. Since all your files, notes, layouts, etc.. are backed up to the Logos server for syncing, a reinstall just means download the latest build and L4 will restore all your settings, files, notes without a hassle. Really not to bad compared to the L3 approach of finding dozens of CDs and sitting there for hours while books transfer over.

Noel R Matthews

https://community.logos.com/discussion/comment/79297#Comment_79297

OK, well that is what I have done. But it has been far from painless.

All the good things may sound good - but as I can still not install the so-and-so thing that is no help to me!

So what can I do now, please??

https://community.logos.com/discussion/comment/79313#Comment_79313

So what can I do now, please??

The best suggestion I can make is let L4 download and install whre it wants to install

Blessings

Noel R Matthews

https://community.logos.com/discussion/comment/79315#Comment_79315

Afraid that has not worked for me. Without repeating what has been a long and painful saga - short story is that installing to the default location from the DVD led to the program crashing immediately after the installation routine finished. Trying to install from the download failed due to some sort of runtime error. Every other suggestion made has not solved my problem.

Basically nothing I have been able to do will get L4 to install in the default location, let alone run.

Noel

https://community.logos.com/discussion/comment/79318#Comment_79318

Basically nothing I have been able to do will get L4 to install in the default location, let alone run.

If you still have Logos4Setup.exe in E:\downloads try running it manually and go for a custom install to the e:\ drive else download it from the web link.

Noel R Matthews

https://community.logos.com/discussion/comment/79322#Comment_79322

Afraid that does not work. Attempting to run Logos4Setup.exe leads to an error message as follows -

Runtime Error!
Program E:\Downloads\Logos4Setup.exe
This program has requested the Runtime to terminate in an unusual way. Please contact the application support team for more information.
OK.

So I do not get the chance to even select Custom install that way.

So far the only way L4 even looks like trying to install is to allow the DVD to autorun - and that simply leads to a partial install which crashes as soon as it tries to start!

But thanks anyway for attempting to help. I think I need someone from high level technical support from the Logos to buy in here - otherwise I am just floundering around.

Noel

https://community.logos.com/discussion/comment/79326#Comment_79326

But thanks anyway for attempting to help. I think I need someone from high level technical support from the Logos to buy in here - otherwise I am just floundering around.

Please come in Logos!

George Allakhverdyan

https://community.logos.com/discussion/comment/79326#Comment_79326

Hi sorry it took so long to get back to you. Can you confirm you are the administrator? I remember something similar to what you are experiencing and I have an idea. Before we do that, please navigate to that folder c:\documents and settings\noel\...\Logos4\Shared\Products folder and confirm whether the file LogosBibleSoftware4.dat is in there, if it is, please erase the file and try again from the DVD.

If that still shows the same error in the log then navigate back to that folder and right click on Products and click Properties. Click on the security tab and list out which users are displayed(better yet take a screen shot), I have heard before where permission settings somehow got messed up here and didn't even have the user in the list. Adding the correct user helped them proceed with the installation. Let me know how this goes.

Noel R Matthews

https://community.logos.com/discussion/comment/79819#Comment_79819

Thanks George,

Yes I am the administrator, and the User Noel is also an administrator.

Yes, LogosBibleSoftware4.dat was in the folder c:\documents and settings\noel\...\Logos4\Shared\Products.

I was not sure what you meant by try again from the DVD, so first I tried copying that file from the DVD back into that folder - L4 still crashed on start. So I tried a repair from the msi files in the DVD. Prerequisites repair appeared to work and required a reboot. After rebooting I tried the Logos4.msi file but it appeared to run and then demanded that the DVD be put in the drive - of course it was already in the drive. Nothing I could do got past the repair operation demanding that the DVD be put in the drive. So I decided to uninstall the Prerequisites and L4 and start again.

Reinstalled L4 from the DVD, deleted LogosBibleSoftware4.dat from the c:\documents and settings\noel\...\Logos4\Shared\Products folder then copied the same file from the DVD into that folder. Tried to start L4 - crashed immediately. I have attached the installation log file - there is an error but it does not mean anything to me.

I also attach a screen shot of the Products folder security tab - looks OK to me.

Hope this gives you something to work on!

Noel

logos4setup.zip

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