Troubleshooting LENA Hub
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      Troubleshooting: Hub does not recognize LENA device

      What to do if you connect your device to LENA Hub and nothing happens

      Note:  This article covers recognition failure only. Hub recorder errors are covered here.

      1. Rule out a frozen device.

      Unplug the device and look at its screen. When unplugged, it should say Paused, Paused with elapsed time, or Memory Full. If it says anything else, troubleshoot the LENA device problem first.

      2. Check your procedures.

      Review processing instructions online and/or print PDF instructions to keep with your LENA Hub for reference. Skipping steps, going out of order, or connecting too many devices at the same time can cause device recognition to fail.

      3. "Have you tried turning it off and then on again?"

      It sounds like the punch line to a bad joke... but in all seriousness a reboot resolves many problems!

      Disconnect the device(s), restart the computer, re-open Hub, and re-connect a device. 

      Note: If you have files in the process of uploading, it's ok to restart the computer – your data will be fine – but it's also fine to wait until you have 0 uploading if that's more comfortable.

      4. Check for Windows updates.

      Check for Windows updates, and install any that are available.

      5. Rule out a problem with Multi Dock, cable, port, or the device itself.

      At this point, there is no way around doing some detailed troubleshooting. Grab a cuppa, and let's do this!

      Check Multi Dock

      • Is the green light on? If not, there, no power to the dock; check your power source and be sure the A/C adaptor connection is snug.
      • Is the Multi Dock connected to the Hub computer? Yes, a disconnected dock has been the culprit on more than one occasion. Plug it in and carry on.
      • Is there a blue light beside USB port where this device is connected? If not, then Windows doesn't know the device is there.
        • If no blue lights appear for any port with a connected device, reset the Multi Dock as follows: Disconnect all devices, disconnect dock from computer, disconnect dock from power, wait 5-10 seconds, and then reconnect everything in reverse (power, computer, device).
        • If the blue light is missing on just one port, this could mean a problem with the port, cable, or device itself – see below.
      • If available, try a different Multi Dock. If you've worked through all of the above with no success, but a different Multi Dock does work...contact LENA Support about replacing your Multi Dock.

      Check Ports

      • Try a different USB port on the computer, if available.
      • Try a different USB port on the Multi Dock.

      Check Cables

      • Try a different device USB cable. If switching cables works, and the original cable blocks recognition of other devices, discontinue use of the original cable.
      • If available, try a different USB-B/USB-A cable to connect the Multi Dock to the computer.

      Device

      • If just one specific device is not recognized regardless of what port or cable you use – or even when plugging the cable directly into the Hub computer – then the device itself is likely the problem. Check with LENA Support on its warranty status.

      6. Check your anti-virus/anti-malware/endpoint protection rules.

      If no recorders are recognized despite working through all of the above, ask your IT support to see if your security software is blocking the device. (Note: if you don't have IT support, security software is not likely to be the problem.) They can reference the VID and PID numbers below. 

      New-style devices (serial number >20,000, buttons on the edge)

        • VID 1C3C and PID 0008

      Old-style devices (serial number <20,000, buttons on main face) 

        • VID 0424 and PID 2502
        • VID 058F and PID either 6335 or 6569
      If the devices were recognized on this computer in the past and now suddenly are not, your IT can also look into what changes may have been recently applied to this computer, and perhaps roll those back.

       7. Contact LENA Support.

      If you are unable to resolve the issue or need help with any of the troubleshooting, please contact support@lena.org. Please provide the following:

      • Name
      • Organization
      • Recorder serial number(s) that are not recognized
      • Scope - does the problem affect just one recorder, or all recorders, or all recorders of the same type, or does it seem random?
      • Computer operating system (Windows 10, Windows 11, etc.)
      • Hub version (lower right corner of Hub screen)
      • A note or screenshot about any messages you see when the recorder is connected. These could be Windows acknowledging the device's arrival, or messages about driver installation, device readiness, formatting, etc.