License was removed - which resource?

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This post has 16 Replies | 3 Followers

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Don Awalt | Forum Activity | Posted: Thu, Oct 15 2015 1:09 PM

I downloaded 4 resources today and I watch my library pretty closely as I tag resources etc., and the total number of resources in my library went up three. I was puzzled - went to my other laptop which I had not used today, brought up the library and it was at the state the first laptop was at this morning - and the yellow bar said "Updating library" I think - and before my eyes the count number of the library went DOWN one!

I immediately copied off the logs - is there something I can look for to see what resource was unlicensed? Nothing has been removed from the resource folder, and I have all permanent licenses right now so it's not Logos Now.

I am wondering if this was some mistake.

Thanks!

Posts 2780
Erwin Stull, Sr. | Forum Activity | Replied: Thu, Oct 15 2015 1:18 PM

That's interesting. I was going to mention that the only time I have seen this occur, was with the temporary licenses, but you have already thought of that.

Posts 2830
Don Awalt | Forum Activity | Replied: Thu, Oct 15 2015 1:37 PM

I do have an unusual SQLLite error, I wonder if this is the culprit? See attached

0878.VerbumError.log

Posts 9542
Forum MVP
Mark Smith | Forum Activity | Replied: Thu, Oct 15 2015 3:36 PM

Don Awalt:
I do have an unusual SQLLite error,

I don't think that is the problem.

I wonder if you have any temporary licenses (NOW or Cloud)? Perhaps a temporary license was revoked??

Pastor, North Park Baptist Church

Bridgeport, CT USA

Posts 2830
Don Awalt | Forum Activity | Replied: Thu, Oct 15 2015 6:17 PM

Mark Smith:

Don Awalt:
I do have an unusual SQLLite error,

I don't think that is the problem.

I wonder if you have any temporary licenses (NOW or Cloud)? Perhaps a temporary license was revoked??

No, I said all my licenses have been permanent ones. I Have no temporary licenses.

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Mark Smith | Forum Activity | Replied: Thu, Oct 15 2015 6:42 PM

Sorry, I missed that. Unless someone from Faithlife gives you an answer my only suggestion is a call to Customer Service.

Pastor, North Park Baptist Church

Bridgeport, CT USA

Posts 2830
Don Awalt | Forum Activity | Replied: Fri, Oct 16 2015 3:38 AM

No problem Mark - I think I may be able to do some research and see what resource fell out. Then, or if I can't, then I'll call Customer Service. Thanks for the tip!

Posts 2830
Don Awalt | Forum Activity | Replied: Fri, Oct 16 2015 4:52 AM

I give up - can't figure it out. Not good when you suspect things are going wrong with your library and there are no messages to help out, especially with the size of the libraries and that resources can just disappear. There should be a notification at the top right when a license is removed for any reason - refund, hidden, etc. - so the user can see what is happening.  I am not sure they can figure out what license was removed if it was an error or mistake. 

Posts 817
LogosEmployee
Eli Evans (Faithlife) | Forum Activity | Replied: Fri, Oct 16 2015 5:17 AM

Hi, Don. Sounds like a mystery. We're looking into it on our end and someone will get back to you. I don't think CS can tell if a license was removed by error or mistake, only if it expired or was removed intentionally. Besides, it may not even be the licenses at all. It's possible that one of the updated resources that downloaded might not work anymore, which would definitely affect the library resource count. We'll poke around. Sorry for the inconvenience.

Posts 2780
Erwin Stull, Sr. | Forum Activity | Replied: Fri, Oct 16 2015 5:22 AM

Don Awalt:

I give up - can't figure it out. Not good when you suspect things are going wrong with your library and there are no messages to help out, especially with the size of the libraries and that resources can just disappear. There should be a notification at the top right when a license is removed for any reason - refund, hidden, etc. - so the user can see what is happening.  I am not sure they can figure out what license was removed if it was an error or mistake. 

In the future, it may be beneficial to use Steve Clark's LLR program. I use it to get a good overview of what has been added between 2 time periods.

Posts 2830
Don Awalt | Forum Activity | Replied: Fri, Oct 16 2015 5:53 AM

Eli Evans:

Hi, Don. Sounds like a mystery. We're looking into it on our end and someone will get back to you. I don't think CS can tell if a license was removed by error or mistake, only if it expired or was removed intentionally. Besides, it may not even be the licenses at all. It's possible that one of the updated resources that downloaded might not work anymore, which would definitely affect the library resource count. We'll poke around. Sorry for the inconvenience.

Thank you Eli, since I didn't have any non-permanent licenses nor any changes in orders/refunds I suspect it might be something broken - I try to always account for changes in the numbers when resources come down etc., I even track the Logos databases that show up in my library - right now there are 30. Personal Books are correct too.

It is also possible it was some temporary thing as it was indexing, is that possible? Can the count go down temporarily? I had 7 books download new yesterday, and two updates; plus it appears two changed their type (two user manuals had metadata type change from "Overview Book" to "Monograph"). I did have  problem about a year ago, an old LLS file on Mac only was not counted/shown i library because it could not be read - but that was fixed

I also did a Rebuild Index to see if that changed anything, and it did not.

Thanks again for checking - if they find an issue great if not oh well!

Posts 2830
Don Awalt | Forum Activity | Replied: Fri, Oct 16 2015 5:54 AM

Erwin Stull, Sr.:
In the future, it may be beneficial to use Steve Clark's LLR program. I use it to get a good overview of what has been added between 2 time periods.

I have seen that - will it show resources no longer in library, like if you refund or hide a resource so it's not in your library any more?

Posts 13423
Mark Barnes | Forum Activity | Replied: Fri, Oct 16 2015 7:06 AM

Don Awalt:
I have seen that - will it show resources no longer in library, like if you refund or hide a resource so it's not in your library any more?

It saves a copy of your library, so you can later compare that old copy with the present library.

It's no good to you now, but if you start using it now, it might be useful in the future.

Posts 2780
Erwin Stull, Sr. | Forum Activity | Replied: Fri, Oct 16 2015 7:53 AM

Don Awalt:

Erwin Stull, Sr.:
In the future, it may be beneficial to use Steve Clark's LLR program. I use it to get a good overview of what has been added between 2 time periods.

I have seen that - will it show resources no longer in library, like if you refund or hide a resource so it's not in your library any more?

Yes it will, if you have saved previous catalogs. As Mark has stated, it wouldn't do you any good for this issue, but will in the future. Here is an example.

These are the catalogs I have saved.

Notice the 2 catalogs I selected for comparison.

This is the resulting report of added and missing resources between the 2 dates.

Posts 2830
Don Awalt | Forum Activity | Replied: Fri, Oct 16 2015 7:59 AM

Great, thanks - I have started to use it!

Posts 817
LogosEmployee
Eli Evans (Faithlife) | Forum Activity | Replied: Fri, Oct 16 2015 11:02 AM

Don, we confirmed that your licenses haven't changed recently. The commerce team did a diff between your licenses from the day before yesterday and yesterday and the only difference they could find was a purchase of four new books, as expected.

They did fix a bug in the license database right around that time where the New Encyclopedia of Christian Quotations was erroneously unlocking both the English and Spanish editions from the English license id. They didn't think it should have had any effect on your library, though.

Bottom line: We think you may be experiencing some kind of bug, but it's baffling because the count should only go down if a license expires (it didn't) or you hide a resource (you didn't as far as we know).

Sad to say but for now, it's an X-File. Please reply back to this thread if anything else comes up.

Posts 2830
Don Awalt | Forum Activity | Replied: Fri, Oct 16 2015 12:05 PM

I will, thanks Eli. That's great that the license team could diff it, that gives me some peace of mind. The more I think about it, the more I wonder if I saw the count drop by one temporarily - you'll see I mentioned that as a possibility above - which may have been the back and of the Spanish unlock-relock sequence, which is a resource I don't own? Because, that was the same time the resources were downloading (actually three sets came down yesterday around the same time - Barr, Mobile Ed, and Luther). So it wasn't like it just dropped and stayed there,what I saw  it dropped and then went back up due to new resources - that's why I was in my library in the first place. 

I also set up the utility from Steve Clark mentioned above, that should help in the future.

I am good to call it an X-File occurrence but my hunch is it was what I described in first paragraph. Thanks again Eli and to the team for the quick response and checking on it, it gives me peace of mind!

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