macOS Troubleshooting

? Parent Logos Bible Software Wiki

 

! macOS Troubleshooting

{{{@float-right

Wiki: [[TOC >> table of contents]], [[VTOC >> Visual Table of Contents]], [[Home >> Logos Bible Software Wiki]]

Forum: [[Home >> http://community.logos.com/forums/]], [[General >> http://community.logos.com/forums/77.aspx]]

 

*See also*

[[*Logos Help Center* >> https://support.logos.com/hc]]

  [[LHC Free Support: Stable Releases >> https://support.logos.com/hc/en-us/articles/360007391412-About-Free-Support]]

[[*Verbum Help Center* >> https://support.verbum.com/hc]]

  [[VHC Free Support: Stable Releases >> https://support.verbum.com/hc/en-us/articles/360018123152-About-Free-Support]]

[[Logos Release History]]

 

[[Quick Installation onto Multiple Macs]]

[[Install in different folder or drive]]

[[Installation and Indexing Questions]]

[[The Logos 8 Beta Program]]

}}}

Apple changed the Mac Operating System (OS) name to macOS (from OS X) as part of the [[10.12 Sierra >> https://en.wikipedia.org/wiki/MacOS_Sierra]] release. For troubleshooting /unsupported/ Logos / Verbum / Noet 7, please refer to older [[OS X Troubleshooting]]

 

New [[Logos >> http://www.logos.com/install]] & [[Verbum >> https://verbum.com/install]] "Gold" releases typically happen every 6 weeks, which may be followed by service release(s). When troubleshooting, recommend verifying latest one being used, see [[Logos Release History]]

 

 

* [[8.11 and Newer releases will be supported on Windows 10 version 1809+, macOS 10.14 *Mojave*, or macOS 10.15 *Catalina* >> https://community.logos.com/forums/t/182626.aspx]]

* [[8.9 and Newer releases can no longer import any user Libronix LDS document (Import Notes was obsolete as of 8.0) >> https://community.logos.com/forums/t/183225.aspx]]

* macOS 10.15 *Catalina* [[needs 8.8 or Newer release >> https://community.logos.com/forums/t/185398.aspx]]

 

/Page Contents/

 

*[[Check Forums for recent issue(s) >> # Check Forums for recent issue(s)]]*

 

*[[Faithlife Macintosh Support >> # Faithlife Macintosh Support]]*

 [[Report a Problem in Logos for Mac >> # Report a Problem in Logos for Mac]]

*[[Known Problems and Solutions >> # Known Problems and Solutions]]* -- Logos & Verbum

 [[Copy Bible Verses on Catalina >> # Copy Bible Verses on Catalina]]

 [[Crashes or Fails to Open >> # Crashes or Fails to Open]]

 [[Incomplete or Incorrect Search Results >> # Incomplete or Incorrect Search Results]]

 [[Indexer Automatic Launch >> # Indexer Automatic Launch]]

 [[Indexer Problems? >> # Indexer Problems?]]

 [[Installing Logos for Mac >> # Installing Logos for Mac]]

 [[Kernel Panic >> # Kernel Panic]]

 [[Launch to Home Page or Layout not working >> # Launch to Home Page or Layout not working]]

 [[Missing Resources >> # Missing Resources]]

 [[Reset Logos User Files >> # Reset Logos User Files]]

 [[Slow Performance >> # Slow Performance]]

 [[Spinning Beach Ball >> # Spinning Beach Ball]]

 [[Time Machine Backup >> # Time Machine Backup]]

 [[Uninstalling Logos for Mac >> # Uninstalling Logos for Mac]]

 [[User Library is Hidden >> # User Library is Hidden]]

 [[Want to downgrade from Beta to Stable >> # Want to downgrade from Beta to Stable]]

*[[Apple Support >> # Apple Support]]*

\\

! Check Forums for recent issue(s)

Problem(s) can affect a number of users so checking recent forum threads could have relevant problem and solution discussion(s):

* [[*Desktop Beta* >> http://community.logos.com/forums/106.aspx]] -- *Beta* Logos 8 & Verbum 8

* [[Logos 8 >> http://community.logos.com/forums/147.aspx]] -- *Stable* Logos 8 & Verbum 8

 

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]]):

* [[*Desktop Beta* New Post >> http://community.logos.com/forums/AddPost.aspx?ForumID=106]] -- *Beta* Logos 8, Verbum 8, & Noet 8

* [[Logos 8 New Post >> http://community.logos.com/forums/AddPost.aspx?ForumID=147]] -- *Stable* Logos 8, Verbum 8, & Noet 8

 

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 >> https://support.logos.com/hc/en-us/articles/360007391412-About-Free-Support]] have less forum activity plus upgrade to a supported release will be recommended.

\\   {{# Diagnostic Logging links to this forum section for Mac}}

! Faithlife Macintosh Support

Thankful for many friendly [[forum >> http://community.logos.com/forums/]] discussions, which often have response(s) within hour(s) from other passionate application users (around the world). Faithlife provides [[*Logos Help Center (LHC)* >> https://support.logos.com/hc]] and [[*Verbum Help Help Center (VHC)* >> https://support.verbum.com/hc]] that have many training and support articles so [[*LHC* >> https://support.logos.com/hc]] & [[*VHC* >> https://support.verbum.com/hc]] search is useful fo (…)

 

*Beta* and unsupported releases are discussed in appropriate forum, refer to [[Check Forums for recent issue(s) >> # 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) >> https://support.logos.com/hc]] includes [[How-to-Enable-and-Submit-Log-Files >> https://support.logos.com/hc/en-us/articles/360027869132-How-to-Enable-and-Submit-Log-Files]] with *Mac* selection box. [[Verbum Help Help Center (VHC) >> https://support.verbum.com/hc]] includes [[How-to-Enable-and-Submit-Log-Files >> https://support.logos.com/hc/en-us/articles/360027869132-How-to-Enable-and-Submit-Log-Files]] with *Mac* selection box. Refer to [[Check Forums for recent  (…)

 

[[Logos Logging application >> http://www.logos.com/media/tech/LogosLogging.zip]] can show then optionally change diagnostic logging for Logos and Verbum, refer to [[Report a Problem for Mac >> https://support.logos.com/hc/en-us/articles/360015776171-Report-a-Problem-in-Logos-Mac]] for details.

* Indexer diagnostic logging only happens when Logging is *Enabled*

* When appropriate, upload [[screen shot(s) >> Screenshot]] using [[adding a picture to a post >> Using the Forum # Adding a picture to a Post]] steps. You can press Command-Shift-3 to take a [[screenshot >> 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 >> https://support.logos.com/hc/en-us/articles/360007391412-About-Free-Support]] or [[supported VHC *Stable* releases >> https://support.verbum.com/hc/en-us/articles/360018123152-About-Free-Support]] for public viewing, you can email your zip file to Tech Support, see [[Contact >> http://www.logos.com/about/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, Verbum, and Noet applications

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!! Copy Bible Verses on Catalina

Forum thread [[Copy Bible Verses Not Pasting on Mac Catalina >> https://community.logos.com/forums/t/186217.aspx]] includes screen shot showing "*Security & Privacy*" Accessibility settings needed for Logos & Verbum on macOS 10.15.1 Catalina (and newer)

 

!! Crashes or Fails to Open

[[Logos Help Center (LHC) >> https://support.logos.com/hc]] has [[What to do if Logos Crashes | Mac >> https://support.logos.com/hc/en-us/articles/360007923512-What-to-do-if-Logos-Crashes-Mac]] + [[Verbum Help Center (VHC) >> https://support.verbum.com/hc]] has [[What to do if Verbum Crashes | Mac >> https://support.verbum.com/hc/en-us/articles/360018350491-What-to-do-if-Verbum-Crashes-Mac]] Solution 2 about Corrupt Fonts has been needed by many macOS and OS X users after applying an Apple updat (…)

 

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 8 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)

#. *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 >> # User Library is Hidden]] below.

* Restarting Mac may be helpful - Indexer starts automatically after login (unless have changed setting using [[Indexer Automatic Launch >> # 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 >> # Time Machine Backup]] to avoid disk contention

 

!! Installing Logos for Mac

Faithlife [[Logos Install >> https://www.logos.com/install]] textual directions lacks dragging *Logos Bible Software* from downloaded disk image to desired folder: e.g. Applications

[[Help Center >> https://support.logos.com/hc]] [[*Install Logos Bible Software | Mac* >> https://support.logos.com/hc/en-us/articles/360020137252-Install-Logos-Bible-Software-Mac]] article shows application dragging and dropping into desired folder.

 

!! Kernel Panic

Kernel panics are often a result of hardware problems.  Recommend free appointment with [[Mac Genius in Apple Store >> http://www.apple.com/retail/geniusbar/]] - 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 [[Logos Keyboard Shortcuts For Mac]]

 

!! Missing Resources

If CD or DVD products not purchased from Logos, probably need Customer Support to associate resource licenses with your Logos.com account so *scan optical media* can discover resources.

* 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) - 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 >> # User Library is Hidden]] below.

 

!! Reset Logos User Files

*Note:* If using a [[supported *Stable* release >> https://support.logos.com/hc/en-us/articles/360007391412-About-Free-Support]], can contact *[[Logos Tech Support >> http://www.logos.com/about/contact]]* 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 Mac OS X (Supported – saves resource downloading) >>  Quick Installation onto Multiple Macs # Copy Logos Resources to Mac OS X]] to delete, then recreate your local Logos user files (without re-downloading all your Logos resource files).

 

!! Slow Performance

Logos 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 >> http://community.logos.com/forums/p/24898/188460.aspx#188460]]  Other World Computing [[benchmarked SSD's using 2010 iMac >> http://eshop.macsales.com/shop/turnkey/iMac_2010_27/benchmarks/]]  Tom's Hardware [[reviewed Seagate's Hybrid drive >> http://www.tomshardware.com/reviews/se (…)

* *[[Optimizing Logos Performance >> https://support.logos.com/hc/en-us/articles/360007920372-Optimizing-Logos-Performance]]*

* To help Logos development optimization efforts, please post a description on the /appropriate/ forum, which can include videos, [[screen shot(s) >> Screenshot]], timing observation(s), and logs (see [[How to Report Bugs in Logos Mac >> # Report a Problem in Logos for 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 >> http://community.logos.com/forums/p/54593/397423.aspx#397423]]

* [[Speeding up Logos responses >> Speeding up Logos 4 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)

* [[Configure Spotlight to exclude Logos4 folder from indexing >> http://osxdaily.com/2011/12/30/exclude-drives-or-folders-from-spotlight-index-mac-os-x/]]

* [[Time Machine Backup >> # 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! >> http://community.logos.com/forums/t/26816.aspx]] (also applies to online "cloud" backup software)

* Font conflict(s) and corruption(s) can cause slowness.  [[Font Management in OS X, by Kurt Lang >> http://www.jklstudios.com/misc/osxfonts.html]] 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 >> http://macs.about.com/od/switchersnewusers/qt/appearancepane.htm]]

* Mac Performance Guide has [[many configuration and setup suggestions >> http://macperformanceguide.com/index_topics.html]], including [[Ways to Optimize your Mac's Performance >> http://macperformanceguide.com/Mac-Ways.html]]

* [[Optimize Spotlight >> http://macperformanceguide.com/Optimizing-Spotlight.html]] - option: remove ~/Users~/{{_/username/_}}~/Library~/Application Support~/Logos4 folder from Spotlight Indexing. Note: {{_/username/_}} is your login name

* [[Solid State Disk Reconditioning >> http://macperformanceguide.com/Storage-SSD-Reconditioning.html]] - 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 >> # Spinning Beach Ball]]) as memory is written to/from disk.

 

 

!! 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 >> http://community.logos.com/forums/t/17881.aspx]] has screen shots plus couple more exclude possibilities.  Forum [[Time Machine grrr! >> http://community.logos.com/forums/t/31264.aspx]] 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 >> Keyboard Shortcuts For Mac]]

*Note:* If using a [[supported *Stable* release >> https://support.logos.com/hc/en-us/articles/360007391412-About-Free-Support]], before uninstalling, please contact *[[Tech Support >> http://www.logos.com/about/contact]]* 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 >> http://community.logos.com/forums/106.aspx]]

In Finder window, Home icon {{$ media:Mac-Finder-Home-Icon.png }} appears next to your {{_/username/_}} for quick access to ~/Users~/{{_/username/_}}  For *~~~/Library* see [[User Library is Hidden >> # 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):

#. /*Delete*/ *Logos* from your Dock

#. /*Delete*/ *Logos* application (nominally from Applications folder)

#. /*Delete*/ *com.logos.Logos* in ~/Users~/{{_/username/_}}~/Library~/Caches

#. /*Delete*/ *com.logos.LogosIndexer* in ~/Users~/{{_/username/_}}~/Library~/Caches (folder may not exist)

#. /*Delete*/ *com.logos.LogosIndexer.plist* in ~/Users~/{{_/username/_}}~/Library~/LaunchAgents

#. /*Delete*/ *com.logos.Logos.plist* in ~/Users~/{{_/username/_}}~/Library~/Preferences

#. /*Delete*/ *com.logos.LogosCEF.plist* in ~/Users~/{{_/username/_}}~/Library~/Preferences (file may not exist)

#. /*Delete*/ *com.logos.LogosInstaller.plist* in ~/Users~/{{_/username/_}}~/Library~/Preferences  (file may not exist)

#. /*Delete*/ *com.logos.Logos.savedState* in ~/Users~/{{_/username/_}}~/Library~/Saved Application State  (folder may not exist)

#. /*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*

 #. Open Terminal (inside Utility folder in Applications)

 #. *rm -rf ~~~/~.mono~/registry~/CurrentUser~/software~/logos~**

 #. Quit Terminal

#. 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*

 #. Open Terminal (inside Utility folder in Applications)

 #. *rm -rf ~~~/~.config~/~.mono~/keypairs*

 #. 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 Mac OS X >>  Quick Installation onto Multiple Macs # Copy Logos Resources to Mac OS X]], 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 *Lion* (10.7) changed *~~~/Library* folder default to be hidden, with many ways to see contents => http://www.macworld.com/article/161156/2011/07/view_library_folder_in_lion.html

 

!! 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 >> # Uninstalling Logos for Mac]], then install Stable using [[Installing Logos for Mac >> # Installing Logos for Mac]] OR [[Copy (…)

 

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 >> http://www.apple.com/support/]]

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

* Apple Retail Stores have [[Genius Bar >> http://www.apple.com/retail/geniusbar/]] for hands-on technical support and hardware diagnosis/repairs - appointment recommended (free).

* Apple Retail Stores have free [[Workshops >> http://www.apple.com/retail/workshops/]] about using Apple products.

* Apple has [[*Mac Support* >> http://www.apple.com/support/mac]] (Generic [[macOS >> https://support.apple.com/macos]] assistance).

 

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