How to Enable and Submit Log Files

Example:

"Logos Bible Software (or Logos Indexer) has encountered a problem and needs to close."

Tip: If your problem occurred during installation, please skip to Step 4.

• Step 1: Enable Logging

• 
  1. Close Logos if it is already open.
  2. Press and hold the Control key on your keyboard.
  3. With the Control key held down, open Logos and wait for the "Sign in" window to appear.
  4. Release the Control key and click "Sign in".
  5. Attempt to replicate the behavior.

  Tip: Logos will automatically open to a "blank layout," to prevent the home page or previous layout from loading and provide a more controlled environment. If you need to troubleshoot problems with a previous layout, open it from the "Layouts" menu.

• Step 2: Collecting your Logs

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

• Step 3: Submit your logs

• Email Customer Support the following information along with the zipped log files:

  • Steps to reproduce the behavior.
  • A detailed description of the behavior you are experiencing.
  • A detailed description of the behavior you expected to experience.
  • Screenshots (where possible) demonstrating the behavior.
  • The zipped log file.

  
  Alternatively, call Customer Support with the information at 1(800)875-6467.

• Step 4: Logging problems installing Logos

• If you experience an error running the Logos Setup we will need a spearate log file recording that process.

  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.
  3. Once you've enabled logging, retry the installation, then continue from Steps 2-3.
  4. You can later disable logging when the problem is resolved by using the DisableLogging.js script found here.

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

  You can also submit your logs by email or by calling Customer Support at 1(800)875-6467.

Example:

Logos closes without warning and an Apple crash reporter window appears.

• Step 1: Download the Logos logging utility

• 1. Download the Logos logging utility by clicking here.
  2. Open "LogosLogging.zip".
  3. Copy the Logos Logging Utility to the Applications folder.

• Step 2: Run the Logos logging utility

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

  
  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).

• Step 3: Recreate the behavior

• 1. If Logos is already open, quit and restart it.
  2. Recreate the problem, crash or bug.
  3. Click "Archive Logs" in the Logos Logging Utility.
     If Logos is freezing or "pinwheeling", use the "Sample" button instead.
  4. Save your logs to the Desktop.

• Step 4: Report the behavior

• Email Customer Support with the following.
  • Steps to reproduce the problem.
  • What behavior you are experiencing when taking those steps exactly.
  • What you expect to happen.
  • Screenshots demonstrating the behavior.
  • The Log file.

  
  Alternatively, call Customer Support with the information at 1(800)875-6467.