Troubleshooting LENA Hub
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      1. LENA Library
      2. LENA Hub
      3. Troubleshooting LENA Hub

      Warning: Could not connect to the LENA Device Service

      LENA Hub cannot find or use the tool that reads LENA devices.

      Hub_DeviceServiceWarningThis error means a piece of the LENA Hub installation – the "device service" – is missing, inaccessible, or malfunctioning.

      Here's what to do:

      Restart the computer.

      Windows_Reboot

       

      A reboot resolves most known causes of this error. 

      • Don't just close the laptop lid or hold down the power switch. Do a true restart by clicking the Windows start button, then the power icon, and then the Restart option. (If it says Install updates and restart, choose that option.)

        If you recently updated LENA Hub, re-run the LENA Hub installer.

        Hub_Repair

        Updating Hub sometimes removes the service! Totally not cool, but not too hard to fix.

        Re-run the installer to repair the installation. Here are the steps:

        1. Open your Downloads folder.
        2. Find and double-click on the LENAHub.msi file to open the setup wizard.
        3. Click Next to move through the wizard, and when prompted, choose Repair.

        💡 Repairing Hub usually does not require input from your IT team, even if you typically need their assistance to install programs. Try it!

        Check for complications from LENA Family Hub

        LENA Family Hub is software for parents in the LENA Start or LENA Home program. Occasionally a partner organization installs this program to test it. If LENA Family Hub is installed, or ever was installed, there are two considerations:

        1. Uninstalling LENA Family Hub removes the device service, resulting in this error. You must reinstall regular Hub to get the service back. The best approach is to update Hub, as this restores the service and brings your software up to date. If you're already running the latest version, you'll see a prompt to modify, repair, or remove Hub. Choose Repair.
        2. LENA Hub and LENA Family Hub cannot be open at the same time. Close LENA Family Hub. Then close and reopen LENA Hub.

        Advanced Troubleshooting: Check service status and settings

        These corrective steps are provided as a courtesy to help you and your IT team get LENA Hub working as quickly as possible if the above instructions did not resolve the issue, and if LENA Support is not immediately available. If the problem is recurrent, these steps may also help diagnose the underlying issue.

        1. Open the Services app on your computer. (On Windows 10, click the Start button, type Service, and open the Services Desktop app.)
          • If access is denied, contact your IT support staff.
        2. Locate the LENADeviceService.
          • If it is not there, re-run the installer as described above.
        3. Check that Startup Type is Automatic.
          • If any other type is showing, right-click, select Properties, and change Startup Type to Automatic.
        4. Check that the LENADeviceService status is Running.
          • If it is not running, click Start the service. Then try opening LENA Hub again.
          • If it is running, click Stop the service, then Start the service. Then try opening LENA Hub again.

        If you can't resolve the issue...

        Contact LENA Support (see link in header/footer of this article).

        • Please mention any troubleshooting you have already done.
        • If you can, please send the Hub and device service logs. LENA Support will need to review these to determine what is causing the failure.
          • If you are unable to locate and send the logs, LENA Support can review them in a remote support session, which you can schedule here.