Logos crash on startup

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This post has 26 Replies | 1 Follower

Posts 127
Scot Wright | Forum Activity | Posted: Mon, May 1 2017 8:09 AM

I apologize if I have not placed this in the correct thread. I was working on one of my layouts and I was transferring a panel to another part of the screen when Logos just stopped working. it froze and crashed. Now whenever I open Logos it opens to that same layout and crashes again. I have no idea how to fix this. As soon as Logos opens, it goes to that layout and crashes. I'm hoping I don't have to reinstall this!  Tongue Tied

Many thanks,

Scot+

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Graham Criddle | Forum Activity | Replied: Mon, May 1 2017 8:28 AM

Hi Scot

Sorry to hear you are having problems.

Which platform are you using (Windows / Mac) and which version of the Logos application are you running?

Try opening to a blank layout - details in the Help File - and see if that gets you working again. This will stop you going to the layout which seems to be causing the crash - which may be corrupted.

Please don't reinstall - that might not fix anything. 

If the problem persists please enable diagnostic logging and post logs in a reply to this thread. Details at https://wiki.logos.com/Diagnostic_Logging 

Posts 127
Scot Wright | Forum Activity | Replied: Mon, May 1 2017 8:37 AM

Thank you Graham for your reply. I'm using the windows 10 platform and I'm running the latest version of Logos. I can't seem to open to a blank  layout.  Logos immediately goes to that corrupted layout and crashes. It will not allow me to do anything else. I'll have to look at the link you provided. I have no idea how to do logs or anything like that.

Blessings,

Scot+ 

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Graham Criddle | Forum Activity | Replied: Mon, May 1 2017 9:07 AM

Scot Wright:
I'm using the windows 10 platform

The helpfile says - for Windows:

hold the Ctrl key down as you double click the Logos shortcut, and continue to hold it down until the Sign In window appears.

To open to blank layout, select the Blank Layout box before clicking on the Sign in button.

If you hold the Ctrl key down in that way do you get the Sign in window? If so, do you get the "Blank Layout" box to select?

Scot Wright:
. I'll have to look at the link you provided. I have no idea how to do logs or anything like that.

For Windows specifically - have a look at https://www.logos.com/support/windows/report-problem and if you have a problem with step 1, use step 4 to enable logging and then try and restart Logos.

Posts 127
Scot Wright | Forum Activity | Replied: Wed, May 3 2017 10:02 PM

Hi Graham,

Again thanks for the help and apologies for the late reply. I have been traveling back from Kenya where I first contacted you.

The problem seems to have miraculously corrected itself. As you recall, every time I clicked on the Logos icon to start the program it would immediately open to the corrupted layout and then quickly crash. From that vantage point I couldn't get to a blank layout and I wondered how I was going to get around this. So I clicked on the help link in your note to me to explore further. When I did it opened my Logos program to the help file but more than that without the corrupted layout! Not wanting to look a gift horse in the mouth, I got to the blank screen and then closed Logos to save that position. I was back in business!! Again thank you so much for your help!

Blessings,

Scot+ 

Posts 127
Scot Wright | Forum Activity | Replied: Wed, May 3 2017 11:01 PM

Well Graham, I spoke too soon. The program now opens to a blank layout but now if I attempt to open any resources, the Logos program crashes. I'm not sure what to do at this point.

Scot+ 

Posts 127
Scot Wright | Forum Activity | Replied: Wed, May 3 2017 11:21 PM

Graham,

Here are my logs, (hopefully) Tongue Tied

Scot+8345.LogosCrash.zip

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Dave Hooton | Forum Activity | Replied: Thu, May 4 2017 1:19 AM

Not sure what is happening, but you appear to be opening ESV & ESV Study Bible in multiview. What happens if you open them individually?

Dave
===

Windows 10 & Android 8

Posts 127
Scot Wright | Forum Activity | Replied: Thu, May 4 2017 10:30 AM

Hi Dave,

Thanks for your reply. In fact, I'm only trying to open the ESV by itself. The same thing happens when I try to open the NIV. Other resources seem to open fine, but many of my other Bibles such as the BHS, NA 28, LXX also crash the Logos  program when I try to open them.

Scot+

Posts 127
Scot Wright | Forum Activity | Replied: Thu, May 4 2017 11:02 AM

Well, I've given up. I tried to do some other work on Logos and now the whole program has crashed and will not open at all. Logos technical help has been generally unresponsive. This is usually the case unfortunately. However many thanks to Dave and Graham who have tried to troubleshoot this from afar. It looks like I'm going to have to reinstall the program which I'm not looking forward to do.

Scot+

 

Posts 29740
Forum MVP
JT (alabama24) | Forum Activity | Replied: Thu, May 4 2017 12:33 PM

Did you call customer service?

Reinstalling may or may not accomplish anything. It may be replacing the whole car because of a broken radio. You end up with a working radio, but it was overkill. Or it may be like buying a new pair of shoes to get the radio to work. Just as unrelated, but less effective. 

macOS, iOS & iPadOS | Logs |  Install

Posts 127
Scot Wright | Forum Activity | Replied: Thu, May 4 2017 2:04 PM

Thank you Alabama for your post. Great analogy! Big Smile I did call customer service to help me reinstall the Logos Program. It had gotten to the point where the program refused to function and would not even open. The car would not even start. I don't know what happened but with no insight from the logs,  no response from the Logos Tech, and no where to turn from there, I felt I ran out of options.

Blessings,

Scot+

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JT (alabama24) | Forum Activity | Replied: Thu, May 4 2017 2:14 PM

All is well now, or no?

macOS, iOS & iPadOS | Logs |  Install

Posts 127
Scot Wright | Forum Activity | Replied: Fri, May 5 2017 1:21 PM

Actually, no. Everything installed and indexed as it should and everything seemed okay. However the same problem persisted. Attempting to open most bibles crashes the program immediately. I've become quite familiar with the windows popup that explains that, "Logos has stopped working and the program will now close."

I work with Logos everyday so I'm dead in the water at the moment. I've submitted my logs and situation to the Logos Tech help but have yet to hear from them.

A funny upside however, the irony dawned on me this morning that in my case Logos Bible software was unable to open any "bibles."  Smile

Thanks for checking in.

Scot+

Posts 3624
LogosEmployee
Philana R. Crouch | Forum Activity | Replied: Fri, May 5 2017 2:28 PM

Scot Wright:

Actually, no. Everything installed and indexed as it should and everything seemed okay. However the same problem persisted. Attempting to open most bibles crashes the program immediately. I've become quite familiar with the windows popup that explains that, "Logos has stopped working and the program will now close."

I work with Logos everyday so I'm dead in the water at the moment. I've submitted my logs and situation to the Logos Tech help but have yet to hear from them.

A funny upside however, the irony dawned on me this morning that in my case Logos Bible software was unable to open any "bibles."  Smile

Thanks for checking in.

Scot+

Scott,

I would recommend calling CS again to take a look.

Posts 127
Scot Wright | Forum Activity | Replied: Mon, May 8 2017 11:57 AM

This just a reflection on my experience the past week. Reading this thread you can get an idea of my tribulation. Big Smile The continuing saga is that it was determined by a Logos Technician that an error had occurred in the Dot Net Framework on my computer thus prohibiting Logos from functioning. Not being a savvy guy in these situations I believe I was told that Logos uses the Dot Net Framework as an integral part of what the program does. Again, I may have misunderstood this. However the bottom line was that I was shuttled off to Microsoft to fix this problem. The worst case scenario was that I might have to reinstall Windows to fix this issue. Well, MS at the first level could not correct the error. I have an appointment tomorrow morning with the next advanced level. Of course during these days my ministry work with Logos is at a standstill.

Now finally the reflection part. I have been a Logos customer from the very beginning. As you can imagined I've acquired quite a nice library throughout the years. At the moment I can't access any of my books for my work. Inconvenient, sure but what if it was more permanent? I don't want to rehash other threads about the pros/cons of electronic media nor do I mean this as any form of critique. I'm just feeling vulnerable at the moment knowing that something beyond my control has separated me from my tools of the trade. Perhaps the Lord is reframing my perception of what that is all about.

SRW+ 

Posts 25144
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Graham Criddle | Forum Activity | Replied: Mon, May 8 2017 12:44 PM

Scot Wright:
At the moment I can't access any of my books for my work.

I don't know if you are aware but you can access most of them - in a basic way - at biblia.com (sign in with your Logos resources).

And you can get more functionality - if you are a Logos Now subscriber - at app.logos.com

Neither of these replace the desktop functionality but they would allow you to access your resources.

Posts 301
LogosEmployee
Brandyn Whittington | Forum Activity | Replied: Mon, May 8 2017 2:09 PM

Graham Criddle:

Scot Wright:
At the moment I can't access any of my books for my work.

I don't know if you are aware but you can access most of them - in a basic way - at biblia.com (sign in with your Logos resources).

And you can get more functionality - if you are a Logos Now subscriber - at app.logos.com

Neither of these replace the desktop functionality but they would allow you to access your resources.

Hey Scot! I'm terrible sorry to hear about the plight you've encountered with Logos. As Graham mentioned, app.logos.com is a fantastic alternative as significant updates have come to start putting it on par with the Desktop software, and being a Logos Now member, you have ready access to it.

As for your case, I've taken a look at it and would be curious to see what the resolution is after your work with Microsoft. If you encounter any additional trouble outside of it, please feel more than welcome to update your posting here or contact us again.

Posts 127
Scot Wright | Forum Activity | Replied: Mon, May 8 2017 2:18 PM

Thanks again, Brandyn & Graham for your help. I wasn't aware of the extent of the web app which was a pleasant surprise. This will really help in the short term and provides a good workable alternative. I'll keep you posted on any revelations I might receive from communication with the Death Star.  Smile

Scot+

Posts 127
Scot Wright | Forum Activity | Replied: Fri, May 12 2017 1:49 PM

Well as sagas go, this one keeps getting longer. The Logos Tech department determined that the cause of my problems was a corrupted . Net Framework on my computer. I was shuttled off to Microsoft to correct this. After days (and money) with MS support they determined there was nothing wrong with my . Net Framework and that it was working just fine. They shuttled me back to Logos. I was told that they could not guarantee a fix. I thought about this for awhile and I wondered if they can't fix this and I can't access thousands of dollars worth of Bibles and commentaries then what just happened? There is no work around for this. I don't know what to do at this point. It feels like I just lost my entire library in a fire.

Scot+

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