How to Enable and Submit Log Files

This article provides instructions on enabling logging in Verbum Bible Software.

• I have encountered reproducible problem or multiple crashes (Verbum has closed unexpectedly) in Verbum Bible Software and need to report it.

• A Support Technician has requested that I submit log files.

Windows

Example:

"Verbum 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 Verbum if it is already open.
  2. Press and hold the Control key on your keyboard.
  3. With the Control key held down, open Verbum 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: Verbum 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: Collect your Logs

1. Open your computer's Documents folder.
2. Locate the Verbum Log Files folder.
3. Right-click the Verbum Log Files folder, and click Send to Compressed (zipped) folder.
4. A folder named Verbum Log Files.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 888-634-2038 (US/Canada) or +1 360-450-3542 (International).

Step 4: Logging problems installing Verbum

• If you experience an error running the Verbum 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 Verbum 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.

Mac

Example:

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

Step 1: Download the Verbum logging utility

• 1. Download the Verbum 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.

  
  Verbum version should match the recognized installed version.

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

Step 3: Recreate the behavior

• 1. If Verbum is already open, quit and restart it.
  2. Recreate the problem, crash or bug.
  3. Click "Archive Logs" in the Verbum Logging Utility.
     If Verbum 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.