How to Troubleshoot Problems in the Sync Process
While using Logos, you may see a red exclamation mark over the sync arrows and see the following message when hovering over the sync arrow icon:
- "An error occurred during synchronization."
This error occurs when Logos is unable to synchronize something that would normally sync to Faithilfe servers like your Logos documents, like notes, highlights, reading plans, etc with the Logos server, most often due to lack of internet connection or interference from a firewall or security application. Please use the steps below to troubleshoot the issue.
Tip: This article does not refer to software updates. If you're having trouble updating the software, please click here.
Confirm you are using the latest version of Logos by running the installation software from www.logos.com/install
Solution 2: Check Internet
Check your Internet Connection. If you are connecting through a Wireless Network, try moving closer to the router, or plugging directly in to the router to improve network performance.
Solution 3: Repair Sync
Type the command Sync repair in the Go menu and click "Sync Repair" in the results.
Solution 4: Firewall & Security
If you use firewall or security software, check your settings to ensure Logos is not being blocked. Configuring your firewall and security software can vary drastically between security vendors, but we have general instructions available.
If you use the Windows Firewall, we have more specific instructions here.
If you connect to the internet through a campus or office network, it may also be possible that your connection is blocked by a Proxy. For help bypassing your Proxy, please contact your Network Administrator.
Solution 5: Disable or Bypass Internet Filters
Internet filtering software like "CyberSitter" may interfere with Logos. Disabling it may resolve the issue. If this works, it is recommended to contact the software vendor for help adding an exception for Logos.
Solution 6: Reset Network Hardware (Windows Only)
If the previous solutions do not resolve the issue, your network card configuration might be preventing communication with our server. Please try the following steps to reset your network card settings.
- Go to the Start menu.
- Type "Command Prompt".
- You don't need to click anything, just start typing.
- "Command Prompt" will be listed.
- Right-click on "Command Prompt".
- Click "Run as administrator" at the bottom of the screen.
- At the prompt, type:
netsh winsock reset
- Hit Enter.
- Restart the Computer.
If you're still having trouble, it may be necessary to collect diagnostic logs for further troubleshooting. Instructions for this are available here.