Logos 7 starts in Offline Mode but crashes in Online Mode

I experienced the problem below on Sunday, 28 August. I thought that I had solved the problem by uninstalling the faulty Logos 7 and then reinstalling Logos 7. Much to my disappointment the problem repeated itself this morning.

I have upgraded from Logos 6 to Logos 7 a few day ago

When attempting to start the new Logos 7 in Online Mode it either does not start or crashes soon afterwards usually on synchronization.

Yet, when I start it in Offline Mode, using the Ctrl key, everything seems to work fine (obviously no synchronisation)

My PC specs are: Windows 10 with 8Mb RAM .

Please find the Log Files attached.

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Comments

Bradley Grainger (Logos)

I think your copy of Logos 7 may not be installed correctly; please try "Repairing" it from Add/Remove Programs in Control Panel.

Jan Kleinsmit

https://community.logos.com/discussion/comment/845739#Comment_845739

Thank you for that, Bradley.

Unfortunately, all Logos 7 does now is start-up and then it crashes.

I will try a re-install again.

Jan Kleinsmit

https://community.logos.com/discussion/comment/845739#Comment_845739

Hi Bradley,

I have virtually tried everything. Uninstalled Logos 7 - reinstalled Logos 6 - then back to Logos 7, switched off the Firewall all ending with the same problem. Starts on Offline Mode, crashes in Online Mode. Also tried the Uninstall/Repair

I have Logos 7 installed on my notebook and it is running just fine.

I have attached the latest log files. Hopefully they say something.

Logos Log Files.zip

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/845873#Comment_845873

It looks like the "System\Newtonsoft.Json.dll" file may be missing or be the wrong version. Maybe try copying the one from your notebook to your desktop to see if that helps?

Jan Kleinsmit

https://community.logos.com/discussion/comment/846035#Comment_846035

Hello again, Bradley. I think I am getting to the bottom of this (somewhat strange) error.

I work on two PCs, a Desktop (during the day) and a Notebook (after hours). Both have the latest Logos 7. The Notebook has no problems. When I have worked on the Logos 7-Notebook and then open my Logos 7-Desktop, the following day, the error appears (crashes on synchronisation).

If I copy the Logos 7-Notebook-Documents folder over to the Logos 7-Desktop-Documents folder it all works again until I work on my Logos 7- Notebook.

Obviously, this is some sort of synchronizing issue on the Desktop-side.

I would love to get to the bottom of all this. Do you still think it could be the Newtonsoft.Json.dll file?

Thank you again for the input.

Jan Kleinsmit

https://community.logos.com/discussion/comment/846206#Comment_846206

I would appreciate any input regarding this problem.

I have replaced the Newtonsoft.Json.dll file - it makes no difference.

Many thanks.

JT (alabama24)

https://community.logos.com/discussion/comment/846674#Comment_846674

I would appreciate any input regarding this problem.

It may be best to call customer service.

Jan Kleinsmit

https://community.logos.com/discussion/comment/846697#Comment_846697

Thank you for that. I have just contacted Customer and Tech Support via e-mail.

Mike Binks

https://community.logos.com/discussion/comment/846709#Comment_846709

Thank you for that. I have just contacted Customer and Tech Support via e-mail.

I hate to admit this but Customer and Tech Support can be quite dilatory when responding to email.

I always call Faithlife, using Skype to keep the costs down.

Jan Kleinsmit

https://community.logos.com/discussion/comment/846740#Comment_846740

Hi Mike,

You are quite correct. To-date no answer. But I understand Support is under pressure.

Bradley as you suggested, I am back on this thread.

The whole thing crashed again today when I purchased a new book .

I cleaned up everything re-installed Logos 7, logged in and once the 'download files' window begins it crashes.

I have attached the log files, yet again. I would really appreciate someone "interpreting" these log files.

[ Windows 10, 64bit.]

I have Logos 7 installed successfully on my notebook.

(It seem that when something changes on the Logos Cloud Server that is different to my local desktop Logos version, such as an update, it crashes. )

Logos Log Files.zip

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/851425#Comment_851425

I do still think this is a problem with the Newtonsoft.Json.dll file. My most recent suggestion to Tech Support for this case was to collect a crash dump from your machine. You can follow the instructions here https://wiki.logos.com/ProcDump or tech support can assist you with this.

Jan Kleinsmit

https://community.logos.com/discussion/comment/852110#Comment_852110

Hi Bradley, thanks for coming back to me.

I have replaced the Newtonsoft.Json.dll file a number of times.

I have created a crash dump file. To whom do I forward it to - Tech Support?

Kind regards,

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/852135#Comment_852135

You can send it to logosbugs@logos.com and reference this thread.

Jan Kleinsmit

https://community.logos.com/discussion/comment/852140#Comment_852140

Thank you Bradley, I have just forwarded the files.

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/853300#Comment_853300

This appears to be a different crash than what you were reporting earlier, and maybe be related to logging.

Can you permanently enable logging with the instructions here: https://wiki.logos.com/Diagnostic_Logging

Then try running the program again (without ProcDump, to see if it crashes), then again under ProcDump to capture a crash.

Please send the crash dump and logs to logosbugs@logos.com again.

Jan Kleinsmit

https://community.logos.com/discussion/comment/853401#Comment_853401

I have permanently enabled the logging as per instructions and forwarded the zipped files to testing@faithlife.com .

Philana R. Crouch

https://community.logos.com/discussion/comment/853623#Comment_853623

I have permanently enabled the logging as per instructions and forwarded the zipped files to testing@faithlife.com .

Hi Jan,

I wanted to let you know I updated the case last week with the logs you posted.

Bradley Grainger (Logos)

https://community.logos.com/discussion/comment/853623#Comment_853623

When you run the program under ProcDump, does it crash? If it does crash, does it generate a dump file?

In the dump file you last sent us, Newtonsoft.Json.dll hadn't yet been loaded, so we were unable to debug the primary crash you've been reporting.

Jan Kleinsmit

https://community.logos.com/discussion/comment/855074#Comment_855074

Hello again, Bradley,

As mentioned to Logos support, when creating this ProcDump report it runs up to a point then informs me that the “dump count not reached” and no dump file is produced.

Just to recap: It seems that if nothing has changed on the Logos cloud server my desktop logos runs fine. If something changes, i.e. I work on my Logos notebook, the desktop Logos crashes.

To try and get it running on my desktop I either work in offline -mode, or copy the Logos/xxxxxx/Documents folder from my Logos notebook to my Logos desktop.

To me it seems as if my desktop is blocking updates from the Logos cloud server during synchronization.

If I update a file on my Logos desktop (when I manage to get it running) such as Note or highlights it does synchronize the other way around.

I have a number of other cloud-based application and they are all running fine.

Jan Kleinsmit

https://community.logos.com/discussion/comment/855165#Comment_855165

To Tommy, Bradley and the Logos Dev Team, thank you for your time, patience and effort in resolving a somewhat challenging and unique problem.

Have been running the “repaired” Logos for nearly two week now and all is running 100%.

Yes, Bradley, you were right. It was the Newtonsoft.Json.dll. But to uninstall and re-install this .dll is a lot mere complicated than what I thought. Thanks to Tommy for his time by going remote on my PC and doing the installation.

All the best, Jan