Unable to Download Files

Troubleshooting Firewalls, Proxies, and Bits for Installation and Updates

Problem:

You may receive the following errors when attempting to update or reinstall Logos Bible Software:

  • From LogosSetup: "Unable to download a required file"
  • In Logos: A download or update was found, but did not download or install.
  • Setup process merely hangs without progressing for large amounts of time.
  • The Setup process ends prematurely.

This problem occurs when Logos or LogosSetup is unable to download resources or the individual installers necessary to load the Logos software. This can happen for a variety of reasons, but usually caused by Firewall or Proxy is blocking traffic to LogosSetup, but it can also occur if the Microsoft "Background Intelligent Transfer Service" (BITS) is damaged or disabled. If solutions 1-4 do not resolve the problem, see BITS Troubleshooting.

See Also: Using Logos with Security Software

Tip: Reboot
Sometimes this error can appear if the Microsoft "Background Intelligent Transfer Service" (BITS) has been temporarily disabled by a Microsoft Update. To resolve this possibility, reboot your computer before proceeding.

Solution 1: Make sure your computer is plugged in.

Windows 10's "Power Save" settings disables certain features that use increased energy. This can conflict with Logos' ability to download requires files. Plug in your computer eliminates this possibility.

 

Solution 2A: Ensure Windows Update is not running

Please ensure Windows Update is not currently checking for, downloading, or installing an update when running LogosSetup.exe. Allow Windows to download and install all updates prior to installing Logos.

Learn how to see if Windows Update is running for Windows 10 click here and Windows 8.1 click here.

 

Solution 2B: Allow Setup through the Firewall

If you use the Windows Firewall, these steps will help you create an exception LogosSetup to communicate with the internet and install Logos.

  • Download LogosSetup.exe from the install page here and save it to your Desktop.
  • lick the Start menu in the bottom-left hand corner of your screen.
  • Click the gear icon on the left.
  • In the "Find a setting" field type firewall.
  • Select "Allow an app through Windows Firewall."
  • Click "Change Settings" and "Allow another program..."
  • If Logos Bible Software Setup is not listed, click "Browse..." and locate the LogosSetup.exe file you downloaded earlier.
  • Click "Add".
  • "Logos Bible Software Setup" will now appear in the list.

    Depending on your network settings, you may need to check multiple networks.

    Example:
  • Click "OK" to apply the changes and retry LogosSetup.

 

Solution 2C: Allow Logos through the Firewall

If you use the Windows Firewall, these steps will help you "allow" Logos to communicate with the Logos servers to update Logos or Logos resources.

  • Download LogosSetup.exe from the install page here and save it to your Desktop.
  • lick the Start menu in the bottom-left hand corner of your screen.
  • Click the gear icon on the left.
  • In the "Find a setting" field type firewall.
  • Select "Allow an app through Windows Firewall."
  • Click "Change Settings" and "Allow another program..."
  • If Logos Bible Software is not listed, click "Browse..." and locate the Logos.exe file.
    Default Location: C:\Users\your name\AppData\Logos\Logos.exe
  • Click "Add".
  • "Logos Bible Software" will now appear in the list.
    Depending on your network settings, you may need to check multiple networks. See setup example above.
  • Click "OK" to apply the changes and retry the Logos download.

 

Solution 3: Allow Setup through additional Firewalls

Third-party security software may vary, but the general principles are the same. Look for a "Settings", "Options" or "Firewall" menu, then open the "Allowed Programs", "Exceptions" or similar menu to add Logos.exe or LogosSetup.exe file. If you need more specific help with a third-party security software you can contact the software vendor for more specific instructions to allow program exceptions.

 

Solution 4a: Allow LogosSetup through a Proxy

If you connect to the internet through a large Campus or Office network, it is possible you connect through a Proxy. Proxy Settings are usually controlled by your Network Administrator. You can enter proxy setting information into the Sign in window for Logos on Windows.

  • Hold the Control key down before and while you open Logos.
  • Keep Control held down until the Sign in window appears.
  • Click "Proxy Settings" and enter your proxy information.

Solution 4b: Turn off Windows' Proxy

Even if you don't have a proxy setup by a network administrator, it's possible Windows' proxy has been enabled in Windows. Whether you recall enabling it there or not it is worth checking.

  • Click the Start menu.
  • Click the "gear" icon.
  • Click "Network & Internet."
  • Click "Proxy" on the left.
  • Make sure under "Manual proxy setup" that "Use a proxy server" is set to "off."

BITS Troubleshooting

Logos uses BITS to download necessary files to support and install Logos Bible Software. BITS is the Windows download management utility used to download Windows Updates. It is also used by many other software vendors to download updates and files. If the above solutions do not resolve the issue, it may be possible the BITS service has been damaged, clogged up or disabled. You can check this with the

BITSAdmin Utility:

  • Click the Start menu.
  • Type in "cmd.exe".
  • Right-click on "cmd.exe".
  • Choose "Run as administrator".
  • Type: "BITSADMIN /LIST" and hit enter.

 

This will display two possible results:

Result 1: List of Jobs

If you receive a list of "jobs", we know BITS is enabled, but if that list contains more than 50 items it's possible that it has become "clogged". We can clear the list to resolve this.
In most cases, "clogged" downloads are stuck in a "suspended" or "error" state and will not download on their own anyway. Type the command "BITSADMIN /RESET" and hit the Enter key to clear the list. Whatever downloads were previously listed should be cancelled and may need to be re-downloaded via their associated program at a later time.

It is recommended to run Windows Update after doing this.

Result 2: Unable to access BITS

If you you receive no results (not even the number 0) when running bitsadmin /list then something may be wrong with the service. Running the Winsock Reset (see below) command and restarting the computer may fix this, but if BITS is inaccessible, it may have been damaged by a virus or malware attack or disabled by your administrator so that Windows Updates can be managed at the admin level. You will need to contact your Network Administrator, computer manufacturer or Microsoft for assistance in repairing or enabling BITS before you will be able to use the Logos software.

Reset the winsock catalog

If the download process hangs and provides no error messages, resetting the computer's network adapter may be neccessary.this is done by opening a Command Prompt as an administrator (see Using BITSAdmin above) and running the following command:

netsh winsock reset

Restart the computer and try the download again.

Result 3: BITS generates a Transient Error.

If you receive a  Transient Error when running bitsadmin /list you will need to get a set of logs "verbose" BITSadmin logs. Copy and paste the following command into the command prompt and hit enter:

bitsadmin /list /verbose > "%USERPROFILE%\Documents\bitsverbose.txt"

The BITSadmin verbose logs will be located in your Documents folder with the name "bitsverbose.txt." Use the contents of the log to find the specific error number.

You can use this  to investigate what is causing the transient error in Windows' BITS service, or provide this information to a computer technician to help them troubleshoot the problem for you.

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