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OS X Troubleshooting

For troubleshooting Logos / Verbum 8.0 and newer, please refer to macOS Troubleshooting. Apple changed the Mac Operating System (OS) name to macOS (from OS X) as part of the Sierra 10.12 release in 2016. These OS X Troubleshooting tips also apply to newer macOS releases.

When troubleshooting, recommend verifying latest one being used, see Logos Release History

7.18 and Newer releases need TLS 1.2 for online connection as of 10 Dec 2018 (so older releases are offline)
7.14 and newer Mac releases need OS X 10.11 El Capitan or newer macOS: Sierra 10.12 or High Sierra 10.13 or Mojave 10.14

Page Contents

Check Forums for recent issue(s)

Faithlife Macintosh Support
  Report a Problem in Logos for Mac
Known Problems and Solutions – Logos, Verbum, and Noet
  Crashes or Fails to Open
  Incomplete or Incorrect Search Results
  Indexer Automatic Launch
  Indexer Problems?
  Installing Logos for Mac
  Kernel Panic
  Launch to Home Page or Layout not working
  Missing Resources
  Reset Logos User Files
  Slow Performance
  Spinning Beach Ball
  Time Machine Backup
  Uninstalling Logos for Mac
  User Library is Hidden
  Want to downgrade from Beta to Stable
Apple Support

Check Forums for recent issue(s)

7.18 and Newer releases need TLS 1.2 for online connection as of 10 Dec 2018 (so older releases are offline)
Problem(s) can affect a number of users so checking recent forum threads could have relevant problem and solution discussion(s):

Logos 7 – Unsupported Logos 7, Verbum 7, & Noet 7

If your problem appears to be unique then start a support thread on the relevant Logos forum; ensuring that you clearly explain what caused the problem, and what steps you’ve already taken to try and resolve it (see Bug Report):

Logos 7 New Post – Unsupported Logos 7, Verbum 7, & Noet 7

Note: you should start a new thread if a thread(s) is older than 2 months or does not have feedback confirming the recommended fix! Unsupported releases have less forum activity plus upgrade to a supported release will be recommended.

Faithlife Macintosh Support

Thankful for many friendly forum discussions, which often have response(s) within hour(s) from other passionate application users (around the world). Faithlife provides Logos Help Center (LHC) and Verbum Help Help Center (VHC) that have many training and support articles so LHC & VHC search is useful for finding appropriate article(s). Official phone assistance for supported LHC Stable releases + VHC Stable Releases is available at 1-800-875-6467 when Faithlife office is open. With your permission, Faithlife can remotely share desktop with you to diagnose issues, see LHC Remote Assistance. Alternative for supported Stable releases is email to Tech Support, see Contact for email address.

Beta and unsupported releases are discussed in appropriate forum, refer to Check Forums for recent issue(s) above.

Report a Problem in Logos for Mac

Tip: Some issues go away after restarting Mac.

Logos Help Center (LHC) includes What to do if Logos crashes & How-to-Enable-and-Submit-Log-Files with macOS Logging selection box. Verbum Help Help Center (VHC) includes What to do if Verbum crashes & How-to-Enable-and-Submit-Log-Files in Mac section. Refer to Check Forums for recent issue(s) above for forum discussions of Unsupported releases.

Logos Logging application can show then optionally change diagnostic logging for Logos and Verbum, refer to How-to-Enable-and-Submit-Log-Files with macOS Logging selection for details.

Indexer diagnostic logging only happens when Logging is Enabled
When appropriate, upload screen shot(s) using adding a picture to a post steps. You can press Command-Shift-3 to take a screenshot, then use Preview: File => New from Clipboard, File => Save as (recommend PNG format), use paperclip button in post editor to upload screenshot.

Option: if you do not want to post your logs of a supported LHC Stable releases or supported VHC Stable releases for public viewing, you can email your zip file to Tech Support, see Contact for email address.

Application	User’s Library "Application Support" folder with Logging
Logos	/Users/username/Library/"Application Support"/Logos4/Logging
Verbum	/Users/username/Library/"Application Support"/Verbum/Logging
Noet	/Users/username/Library/"Application Support"/Noet/Logging

Known Problems and Solutions

Applies to Logos 7, Verbum 7, and Noet 7 applications

Crashes or Fails to Open

Logos Help Center (LHC) has What to do if Logos Crashes | Mac + Verbum Help Center (VHC) has What to do if Verbum Crashes | Mac Solution 3 about Corrupt Fonts has been needed by many macOS and OS X users after applying an Apple update. Logos4 + Verbum folder permissions in user’s Library prevented files and folders from being written, which resulted in “Untitled” menu items.

Recommend restarting Mac as a troubleshooting step to see if crash repeats.

Note: if you installed and launched a Beta version (updates database files), then try reverting back to older Stable version, launching application will crash since Stable version cannot use newer Beta database files.

Incomplete or Incorrect Search Results

Searches in Logos use local indexes based on your library. Users can rebuild indexes by using Rebuild Index command OR rebuild index for a particular resource. Refer to Logos 7 Commands for rebuild commands.

Indexer Automatic Launch

When logging into Mac, by default Indexer launches to prepare your Library: indexing, resource, and program updates. Nominally if everything is up to date, indexer checks are done in a few seconds. Can use defaults command to change automatic login launch setting:

Open Terminal (inside Utility folder in Applications)
defaults write ~/Library/LaunchAgents/com.logos.LogosIndexer RunAtLoad -bool No
Note: use defaults read command to display current setting: 0 = No (Not Run), 1 = Yes (Do Run)
1. defaults read ~/Library/LaunchAgents/com.logos.LogosIndexer RunAtLoad
Quit Terminal

Application	Parameter List (plist)
Logos	com.logos.LogosIndexer
Verbum	com.logos.VerbumIndexer
Noet	com.logos.NoetIndexer

Indexer Problems?

Logos needs GigaBytes (GB) of available (free) disk space to index library; LibraryIndex folder needs duplication along plus ~2 GB more for temporary index files. Also, Indexing can take hours (to prepare library for use).

If syncing many items (e.g. new installation with many notes), need sync to complete before indexing.
While indexing (Blue Logos icon in Menu Bar), can open ~/Library/"Application Support"/Logos4/Logging/Indexer.log to monitor indexing progress. For ~/Library see User Library is Hidden below.
Restarting Mac may be helpful – Indexer starts automatically after login (unless have changed setting using Indexer Automatic Launch).
A cooling device may help since indexing can take hours and generate heat (processor and disk intensive)
May want to exclude index files from Time Machine Backup to avoid disk contention

Installing Logos for Mac

Logos Install or Verbum Install downloads Mac disk image from Faithlife servers. Also Install Logos Bible Software | Mac & Install Verbum Bible Software | Mac have drag & drop Logos / Verbum application to the Applications folder. If application copying does not work, Logos Help Center (LHC) has Unable to Copy Logos to Applications Folder | Mac & Unable to Update or Install | Mac & Installing and Updating (Desktop) and Verbum Help Help Center (VHC) has Unable to Copy Verbum to the Applications Folder | Mac & Unable to Update or Install | Mac & Installing and Updating (Desktop). Launching Logos / Verbum application downloads your resources followed by indexing.

7.18 and Newer releases need TLS 1.2 for online connection as of 10 Dec 2018 so older releases can only be used offline.

Kernel Panic

Kernel panics are often a result of hardware problems. Recommend free appointment with Mac Genius in Apple Store - Genius’s have current hardware diagnostic software along with knowing what Apple Hardware has extended warranties. Heat can cause hardware issues. Logos indexing is processor and disk intensive for an extended time that may need additional cooling to help dissipate heat, e.g. fan(s) blowing at computer.

Launch to Home Page or Layout not working

Note: Sync on startup may take awhile. While sync is in progress, have option to click a button to start using Logos.
Try starting with blank layout and/or work offline => Launch Logos then quickly press and hold command key until sign-in dialog box appears (release command key) – click “Use blank layout” and/or “Work offline”, then click sign-in. See Keyboard Shortcuts For Mac

Missing Resources

Logos Help Center (LHC) has Select which resources to download & Incomplete Downloads | Mac and Verbum Help Help Center (VHC) has Select which resources to download & Incomplete Downloads | Mac
If CD or DVD has a product code, then sign into Logos.com followed by clicking Redeem your Product Code. Successful redemption is like new resource purchase(s) that can be downloaded. If CD or DVD product was not created by Faithlife, probably need Customer Support to ask if resource licenses can be associated with your Faithlife account for resource download.

Needs available (free) disk space to download resource file(s), followed by indexing. For automatic download, Use Internet program setting needs to be Yes.
For items stuck in Downloaded folder (~/Library/"Application Support"/Logos4/Data/random/ResourceManager/Downloaded OR ~/Library/"Application Support"/Verbum/Data/random/ResourceManager/Downloaded) – can try typing “Scan” and path to file(s) in command bar, wait until you see that combination appear in picker, then click on path (or press enter). Note: scan no longer needs a restart. For ~/Library see User Library is Hidden below.

Reset Logos User Files

Note: If using a supported Stable release, can contact Logos Tech Support if the program does not seem to be functioning properly.
If have adequate free disk space (twice size of resources), can use Copy Logos Resources to macOS (Supported – saves resource downloading) to delete, then recreate your local Logos user files (without re-downloading all your Logos resource files).

Slow Performance

Logos Help Center has Optimizing Logos Performance & Verbum Help Center has Optimizing Verbum Performance.
Logos/Verbum is a resource intensive program that benefits from faster processors (CPU and Graphics) plus faster disk drive(s). Solid State Disk (SSD) is noticeably faster; Mac Book Air with SSD has decent performance Other World Computing benchmarked SSD’s using 2010 iMac Tom’s Hardware reviewed Seagate’s Hybrid drive; forum Mea Culpa re: Logos for Mac Speed describes Logos experience with hybrid drive

To help Logos development optimization efforts, please post a description on the appropriate forum, which can include videos, screen shot(s), timing observation(s), and logs (see How to Report Bugs in Logos Mac)
Logos Indexing is resource intensive – good idea to connect power adapter and laptop cooler – let indexing complete before using Logos (wait for blue Logos icon to disappear from menu bar)
Periodically clear Logos history
Speeding up Logos responses and Logos Running Slowly have some tweaks in Logos (e.g. change program setting Use Internet to Off – loses sync backups to Logos servers)
Time Machine Backup configuration can exclude indexes that Logos can rebuild – helps avoid slowdown discussed in forum Time Machine and Logos indexer DO NOT like each other! (also applies to online “cloud” backup software)
Font conflict(s) and corruption(s) can cause slowness. Font Management in OS X, by Kurt Lang has many useful font insights and tips.
Font Smoothing – keyboard shortcut Option-Command-/ can turn Font Smoothing On or Off about.com has Mac Appearances article includes Font Smoothing
Mac Performance Guide has many configuration and setup suggestions, including Ways to Optimize your Mac’s Performance
- Optimize Spotlight - option: remove /Users/username/Library/"Application Support"/Logos4
  & /Users/username/Library/"Application Support"/Verbum folders from Spotlight Indexing. Note: username is your login name
  - Configure Spotlight to exclude Logos4 & Verbum folders from indexing
- Optimize Virtual Memory - if Paging, can uncheck “use secure virtual memory” for speed improvement
- Solid State Disk Reconditioning - older Solid State Disks (SSD) may need periodic reconditioning (during searching, Logos can create many small temp files)
Paging is one cause for spinning rainbow wheel (Spinning Beach Ball) as memory is written to/from disk.

Activity Monitor can show System Memory usage, including Dock Icon (can add Activity Monitor to Dock – Open at Login):

Can watch System Memory Dock Icon – when Green slice is small or non-existent, paging probably happening.
After restarting Mac, Page outs is 0 byte. While using Mac programs, if Page outs becomes large number (especially GB’s), upgrading RAM good idea.
If Mac already has maximum RAM installed, using fewer programs at same time or upgrading Mac are good ideas.

Spinning Beach Ball

The X Labs has Spinning Beach Ball of Death troubleshooting page (with many useful items) => http://www.thexlab.com/faqs/sbbod.html
Observation: opening Logos while securely emptying trash can cause a Spinning Beach Ball cursor (due to disk contention).

Time Machine Backup

Since Bible + Library Indexes can be rebuilt (using rebuild index command), may want to exclude couple folders from backup:
  /Users/username/Library/"Application Support"/Logos4/Data/random/BibleIndex
  /Users/username/Library/"Application Support"/Logos4/Data/random/LibraryIndex
   Note: username is your login name; random is a random 8.3 folder name created by Logos (e.g. qofvuuiv.o15).
Forum Excluding Index from Time Machine has screen shots plus couple more exclude possibilities. Forum Time Machine grrr! has couple Time Machine usage tips.

Application	User’s Library "Application Support" folder
Logos	/Users/username/Library/"Application Support"/Logos4
Verbum	/Users/username/Library/"Application Support"/Verbum
Noet	/Users/username/Library/"Application Support"/Noet

Uninstalling Logos for Mac

Before Uninstalling, recommend restarting Mac (see if issue goes away) and launch to blank layout, see sign-in tip
Note: If using a supported Stable release, before uninstalling, please contact Tech Support if the program does not seem to be functioning properly. An uninstall/reinstall may not be the solution. Beta issue(s) are discussed in Logos Desktop Beta forum
In Finder window, Home icon appears next to your username for quick access to /Users/username For ~/Library see User Library is Hidden below.

To Delete an item: can drag item to trash OR right click on item, then click “Move to Trash” OR highlight item, then press Command-Delete.
Optional: Restart Mac + empty trash after deletion.

Before Uninstalling, close (or force quit) Logos and Indexer (if blue Logos icon on menu bar, click icon, then click Cancel).
To Uninstall Logos, delete application, caches, launch agent, parameter list (plist), and mono configuration files (username is your login name):
1. Delete Logos from your Dock
2. Delete Logos application (nominally from Applications folder)
3. Delete com.logos.Logos in /Users/username/Library/Caches
4. Delete com.logos.LogosIndexer in /Users/username/Library/Caches (folder may not exist)
5. Delete com.logos.LogosIndexer.plist in /Users/username/Library/LaunchAgents
6. Delete com.logos.Logos.plist in /Users/username/Library/Preferences
7. Delete com.logos.LogosCEF.plist in /Users/username/Library/Preferences (file may not exist)
8. Delete com.logos.LogosInstaller.plist in /Users/username/Library/Preferences (file may not exist)
9. Delete com.logos.Logos.savedState in /Users/username/Library/Saved Application State (folder may not exist)
10. Delete logos in /Users/username/.mono/registry/CurrentUser/software (folder .mono nominally hidden)
  - Finder => Go menu => Go to Folder... => ~/.mono/registry/CurrentUser/software (Go) => Delete logos and logos4
    OR
  1. Open Terminal (inside Utility folder in Applications)
  2. rm -rf ~/.mono/registry/CurrentUser/software/logos*
  3. Quit Terminal
11. Optional: Delete keypairs in /Users/username/.config/.mono/keypairs (folder .config nominally hidden)
  - Finder => Go menu => Go to Folder... => ~/.config/.mono (Go) => Delete keypairs
    OR
  1. Open Terminal (inside Utility folder in Applications)
  2. rm -rf ~/.config/.mono/keypairs
  3. Quit Terminal
If want to Completely Uninstall,
- With download of all your Logos resources, then delete /Users/username/Library/"Application Support"/Logos4 folder
  OR
- Avoid download by using Copy Logos Resources to macOS, including Note to delete Logos4 folder after saving Resources folder.

Application	User’s Library "Application Support" folder	Parameter List (plist)
Logos	/Users/username/Library/"Application Support"/Logos4	com.logos.LogosIndexer
Verbum	/Users/username/Library/"Application Support"/Verbum	com.logos.VerbumIndexer
Noet	/Users/username/Library/"Application Support"/Noet	com.logos.NoetIndexer

User Library is Hidden

OS X 10.7 Lion changed ~/Library folder default to be hidden, with many ways to see contents => https://www.howtogeek.com/678112/how-to-find-your-library-folder-on-a-mac

Want to downgrade from Beta to Stable

Beta bugginess is not for everyone (fixing some bugs spans several Beta releases). However, downgrading in middle of a Beta development cycle is difficult. Potential Risk: some documents may not sync to a Stable release eg. a new feature or format. If want to downgrade from Beta to Stable version, need to Completely Uninstall Beta using Uninstalling Logos for Mac, then install Stable using Installing Logos for Mac OR Copy Logos Resources to macOS (avoids re-downloading many of your Logos resource files).

Transition option: can use command Set Update Channel to Default for automatic transition to Stable channel for current development cycle (Beta updates followed by “Gold” and service releases). If want no more Beta updates, can use command Set Update Channel to Stable (only future “Gold” and service releases).

Apple Support

Apple provides free Mac support. Caveat: Apple employees typically do not know Faithlife applications: Logos, Verbum, Noet

Apple Retail Stores have Genius Bar for hands-on technical support and hardware diagnosis/repairs – appointment recommended (free).
Apple Retail Stores have free Workshops about using Apple products.
Apple has Mac Support (Generic macOS assistance).

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