How to Enable and Submit Log Files

Note: Visually documenting the behavior can often times be as beneficial to troubleshooting as log files. Consider recording the behavior as you replicate it for logging purposes. One way of doing this is outlined in this article.

Ensure logging is enabled by opening Program settings.

Then ensure that Enable Logging is toggled to Yes. If you do change it, you will need to restart the software for the change to take effect. 

Attempt to replicate the behavior. If you are able to, ensure Logos is closed so log files are no longer being written to.

Open the logfile area, by going back to Program Settings and clicking the Open Folder link to open a Windows Explorer window to that folder.

 
The exact contents of the folder may vary depending on what activity has been logged. Typically, the Logos.log file is the most helpful but you might be asked to provide additional files as well - or to zip the entire folder and send that.

Email Customer Support with the following information.

• Steps to reproduce the problem.
• What behavior you are experiencing when taking those steps exactly.
• What you expect to happen.
• Screenshots demonstrating the behavior - this article provides guidance on doing this
• The log file(s) obtained earlier

There may be occasions when the steps outlined above are not available to you - and two of those scenarios are outlined below.

Problems with starting Logos

If you are having problems starting Logos, which prevents you from enabling logging using the steps outlined above, try the steps outlined below.

1. Press and hold the Control key on your keyboard.

2. With the Control key held down, open Logos and wait for the “Sign in” window to appear.

   

3. Release the Control key and click "Sign in" which will open a web browser tab requesting permission to use your Logos account - click the Authorize button.
   
4. This may generate another popup asking for permission to open Logos - if so, click the Open button.
   

Logos will open to a “blank layout,” to prevent the home page or previous layout from loading and provide a more controlled environment. It will also automatically enable logging. Now try to replicate the problem and submit logs as outlined above.

Problems with Installing Logos

If you are experiencing problems installing Logos we will need a log of that specific process. To generate this, please carry out the following steps

1. Save the EnableLogging.js script found here, to your Desktop.
   • If you get a page of "code" when clicking the link, click the back arrow and right-clicking and use the "Save-as" option.
2. Navigate to the Desktop and open the EnableLogging.js file you saved - this will enable logging.
3. Once you've enabled logging, retry the installation

Tip: These steps can also be used to enable “Full-Time” logging, meaning Logos will always record every session, each time overwriting the previous logs.

If the installation still fails, logs should have been generated that can be sent to Customer Support. To access the logs folder, carry out the steps outlined below:

• Press the Windows key on your keyboard + R.
• Type %localappdata% in the folder bar
• Click OK.
• Open the Faithlife folder.
• Open the Logs folder.
• Right-click the Logos folder, and click Send to Compressed (zipped) folder.
• A folder named Logos.zip will appear.

Email the zipped log files to Customer Support explaining that you are unable to install the software.

Note: If you wish, you can disable logging when the problem is resolved by using the DisableLogging.js script found here.

Note: Visually documenting the behavior can often times be as beneficial to troubleshooting as log files. Consider recording the behavior as you replicate it for logging purposes. One way of doing this is outlined in this article.

Ensure logging is enabled by opening Program settings.

Then ensure that Enable Logging is toggled to Yes. If you do change it, you will need to restart the software for the change to take effect.

Attempt to replicate the behavior. If you are able to, ensure Logos is closed so log files are no longer being written to.

Open the logfile area, by going back to Program Settings and clicking the Show in Finder link to open a Finder window to that folder.

The exact contents of the folder may vary depending on what activity has been logged. Typically, the Logos.log file is the most helpful but you might be asked to provide additional files as well - or to zip the entire folder and send that.

Email Customer Support with the following information.

• Steps to reproduce the problem.
• What behavior you are experiencing when taking those steps exactly.
• What you expect to happen.
• Screenshots demonstrating the behavior - this article provides guidance on doing this
• The log file(s) obtained earlier

There may be occasions when the steps outlined above are not available to you - such as problems with starting or installing Logos. In this case, you can still generate logs by downloading and using the Logos logging utility.

To install this utility:

1. Download it by clicking here.
2. Drag the Logos Logging Utility file to the Applications folder.

To run this utility:

1. Open Finder.
2. Go to the Applications folder.
3. Run the Logos Logging Utility
4. Click the "Enabled" button.

The Logos version should match the recognized installed version.

Note: The Logging Utility will not record correctly if Logos is running in the background when you enable logging. You may need to open the Finder: Applications > Utilities > Activity Monitor and manually quit the Logos process (Logos Bible Software, LogosIndexer and LogosCEF if present).

Now try to recreate the behavior - then click Archive Logs in the Logos Logging Utility (or click the Sample button if Logos is freezing or looping - this would normally be done at the specific request of Customer Services) and save your logs to the Desktop.

You can now provide these logs - and any supporting information - to Customer Services in the same way as above.