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Logos 4 Internet Troubleshooting

Troubleshooting internet and connection problems.

Article Details

Platform / Device

Windows

Operating System

Windows XP Vista Windows 7

Version

Logos 4.0+

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1:42 Installing Logos 4
 

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Installing Logos 4 About Indexing

Problem:

When you attempt to sign in, a message comes up saying it is "Unable to connect to Logos.com."

OR

You are attempting to download the installer, and receive the message "Setup was unable to download a required file."

Solution 1:

Check your Internet Connection. If you are connecting through a Wireless Network, try moving closer to the Router, or plugging directly in to the router to improve Network Performance.

 

Solution 2:

Make sure your computer is up to date on the latest Root Certificates by running Windows Update (They're in the Optional Updates section). Please continue running updates until the Root Certificates update is no longer available. When Logos 4 attempts to log in to our server, it needs the latest Root Certificates to verify our servers as trusted.

Tip: Logos uses a Secure Connection to connect to the servers. If you do not have current Root Certificates, Logos will not be able to establish a Trusted connection. This can also occur if your Certificates are current, but your System Clock is not. You may want to check your computer's Date & Time settings to make sure the date is set correctly.


Solution 3:

Do you connect through a Firewall or Proxy Server? If you have the latest Root Certificates, and you are otherwise able to access the internet, it is possible your Security Systems are filtering us out. Most Firewall softwares come with an "Exceptions" list, which you can use to allow access by specific programs. Try adding Logos Bible Software 4 (Logos4.exe & Logos4Indexer.exe) to that Exceptions list.

Or, if you are using a Proxy Server, we try to grab the Proxy Settings automatically, but you can enter them manually by holding the CTRL Key while Logos 4 is opening. Click on "Proxy settings" to enter your HTTP Address and Credentials (if you don't know your credentials, your network administrator should be able to assist you).


Solution 4:

If you use CyberSitter or a similar Internet Filtering software, you may want to try uninstalling or disabling it. If that resolves the problem, contact the software publisher for help adding Logos 4 to an Exceptions List for your filtering software.

Solution 5:

If the previous solutions do not resolve the issue or do not apply to you, try the following:

Windows XP:

  1. Go to Start > Run..
  2. Type in: netsh winsock reset
  3. Click OK
  4. Restart the Computer

Windows 7 or Vista:

  1. Go to Start > All Programs > Accessories
  2. Right-Click on "Command Prompt"
  3. Choose "Run as administrator"
  4. At the prompt, type: netsh winsock reset
  5. Hit Enter
  6. Restart the Computer

Solution 6:

Some users have reported a virus which has disabled and removed the Background Intelligent Transfer Service (BITS). This is a Windows component that Microsoft uses to download Windows Updates. Logos also uses BITS to manage Logos downloads. If it has become damaged, you may be unable to download the installers or resources.

This problem may cause the Indexer to crash, and will bring up errors when attempting to download Windows Updates.

    To verify BITS integrity, try the following:
  • Go to the Start Menu.
  • Navigate to All Programs > Accessories.
  • Right-click on the "Command Prompt"
  • Choose "Run as administrator."
  • Type the following command:
    • sc query bits

If BITS is damaged, you may receive the following:

If BITS is missing or damaged, please contact Microsoft, or your computer manfucaturer for further assistance.


If you're still having trouble, please Call Customer Support at 800-875-6467, or email support@logos.com. The technician may request log files. Diagnostic logging instructions can be found here.

Last Updated: 10/15/2012