Get Answers to Your Questions Fast…

…use the Logos Community Forums!

With the launch of our most significant product ever—Logos Bible Software 4—there are bound to be some questions. As you can imagine, our phone lines are busier than ever with excited callers trying to either order the brand new collections, upgrade to the new packages, or get answers to some very common questions on this completely “new to everyone” product.

We’ve tried to answer some of the most common questions on our product pages, in our Technical FAQ, and in our General FAQ. As always, we are happy to try to answer any other questions you may have over the phone, but our lines are so busy right now (even with extended hours until 9:00 PM Pacific, additional staffing, and lots of overtime) that wait times are much longer than normal.

We want to be completely honest and up front about this new release: it’s not just new to you, it’s new to us, it’s new to everyone. As we all know, “new” is exciting, “new” is scary, “new” is different… “new” will initiate many questions that may require some trial and error, patience, experimentation and hanging out in the user forums, tutorials, and support pages to learn more. Yes, our sales and support staff have seen the product and received training on how to handle the typical support issues related to installation and indexing, but we are finding that many of the calls that come in are more related to training than support or service issues. Typically these are calls from customers that have upgraded to a completely new software platform and their questions are related to how they would do things in the new software, where their favorite feature is located now, and typical new user training on a brand new platform after years of experience with the old one. Since our “service and support” staffs are only set up for “service and support” it can be frustrating for everyone involved when the only answer that we can give after an hour on hold is, “that’s a training issue”.

In order to provide the best possible service and training we place as much information as possible on the web. We are putting up more content, videos, and support all the time. The sales and support staff are so busy answering the flood of phone calls, that they actually have less time than you to read the information we are adding to the web daily. In other words, right now, you may be more of an expert on the product than any one random representative is (don’t worry, as soon as we can come up for air, we’ll pass ya’).

If you don’t want to sit on hold for a very long time only to discover that just five minutes on the web could have answered all your questions, there’s a much faster way to get help. We have an active group of users in our community forums who do an amazing job helping new users and answering questions.

The quickest and best way to get your problem solved is to click on Forums in the top left-hand corner of any of our websites and search for the answer. Chances are someone else has already asked your question.

Here are some things you might have questions about that the forums could give you quick answers to:

  1. How long will it take to download my base package?
  2. How long will it take to install and index my base package?
  3. Where is my favorite feature?
  4. How do I do x, y, or z?
  5. How do I install my base package on a new or additional computer?
  6. How do I get Logos 3 versions of my new books so I can run both platforms side by side?
  7. What’s the best way to uninstall Logos 3?
  8. I’m getting an error. What does it mean? How can I fix it?
  9. How do I get my books to show up on the iPhone app?
  10. I thought Logos 4 was supposed to be super fast. Why does it seem to be slower for me?

Questions like these and many, many more are discussed and answered on the forums by some of our most knowledgeable users. Logos staff make appearances as well. The answer to your question may even come from our president, Bob Pritchett.

If you’ve searched but can’t find the answer to your particular question, feel free to start a new thread. You may be surprised by how quickly someone answers your question.

Comments

  1. Mark Barnes says:

    Dan: I appreciate your honesty about this, and all the overtime you and your staff are putting in. I also love Logos 4, and have found the forums incredibly useful.
    However, this experience may suggest that it could have been wiser to delay launch – even for a week – in order that you could write better documentation, and train your staff to an even higher standard. Probably even better would have been a public beta, in which you get all the benefit of testing, with none of the requirements for support.

  2. I can almost hear the mice clicking as I read. Get ready for an avalanche in the forums.
    And don’t forget to check out the new but growing FAQ (Frequently asked questions) on the WIKI.
    http://wiki.logos.com/FAQ

  3. Rick Ratzlaff says:

    It appears to me that V4 is bound to the internet. There is world of Bible studiers out there who do not have internet access on a regular basis. How does V4 function for them?

  4. Nah – to what Mark Barnes said – the sooner the better. I hate delays. :-)

  5. One of the support requests I put in that you haven’t had time to answer is “why do I not have access to the forums?” :)

  6. The features that require the Internet, like pulling in sermons from Sermoncentral.com or graphics from PowerPointSermons.com will not work if you don’t have an Internet connection, and some home page resources like blog posts, RSS feeds and marketing materials.
    The tools for actual Bible study won’t be affected, and all the resources you purchase will be available locally on your hard drive, so lack of Internet will not hurt your study at all, it just may make the “bright shiny toys” less visible.

  7. If you happen to get an “Access Denied” message, your Logos.com cookies need to be updated. Most of the time logging out of your Logos.com account (top right hand corner of Logos.com) and then back in again will take care of the problem. If that doesn’t work, delete any *.logos.com cookies, restart your browser, sign in at Logos.com, and then return to the forums.

  8. Thanks

  9. What happened to the Great Bible Giveaway?

  10. It is still on, we are just really busy with Logos 4 right now, we’ll get back to it soon!

  11. I ordered the DVD version of the Leader’s Library on Thursday, and was astonished to find it in my mailbox Saturday! I did not request expedited shipping, but the efficient staff at Logos still got it to me straight away! I loaded it last night, and was actually so excited about using the new software that I woke up at 3:00 this morning just so I could experiment with it a bit before church. I am truly amazed at the interface and the ease of use. I loved version 3, but Logos seems to have taken version 4 to a much higher level. I am also truly grateful for the iPhone application. Having such a vast library of resources available on my iPhone is a tremendous blessing. Thank you for all that you do.

  12. Dennis Finnan says:

    Can anyone tell me how to use bible search for pasting multiple bible verses without any formatting such as — Mat.5:1-6(NIV)xxxxxx, Joh 3:16-17(NIV)xxxxx, etc? Thanks