First, click the error alert to see details and instructions.
If the on-screen instructions do not help, see below for next steps.
Recorder does not contain any audio. Recording Length: 0 minutes.
The recorder is not assigned.
The audio on the recorder starts before the child was born.
Audio transfer failed. Please connect the recorder and try again.
LENA Online authentication failed. Please check your credentials and try again.
Failed to retrieve recorder charge level.
Recorder does not contain any audio. Recording Length: 0 minutes.
The device is empty. When unplugged, its screen says simply "Paused." It's normal for this to happen in these common situations:
- No recording was made. The device said Paused and did not need to be plugged in.
- You've reconnected a device after transfer. Transferring the device erased it, so it is empty. The recording is on the Hub, or in the cloud, or has already been turned into a report.
- You restarted Hub with empty devices connected.
Contact LENA support in these unusual situations:
- LENA Hub shows "no audio," but when unplugged, the device says Memory Full or shows elapsed time. This means Hub cannot read the device properly.
- These errors keep popping up on successfully transferred devices even though you have not physically disconnected and reconnected them. This means Hub is having trouble maintaining connection with the devices.
The recorder is not assigned.
If you know which child made the recording...
- Someone with a LENA Online account needs to log in and assign the device to the correct child.
- Disconnect the device.
- Wait a few seconds, the reconnect to Hub to transfer to the newly assigned child.
If you want to erase the recording...
- Click Erase Recorder.
- Confirm.
If you're not sure what to do...
Click Close and disconnect the device. The data will stay on the device while you figure it out.
The audio on the recorder starts before the child was born.
Verify that the child's birth date was entered correctly in LENA Online.
If it is incorrect:
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Input the right date and save the child's record.
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Disconnect the LENA device from LENA Hub.
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Reconnect the LENA device to start the confirmation and transfer process.
If the date of birth is correct, then the child was given a device with old data already on it, or the device has malfunctioned. You can either click Erase Recorder to erase all contents, or click Close and contact LENA support for assistance.
Audio transfer failed. Please connect the recorder and try again.
The recording is safe on the device. Close the error message and check the following:
Do you have enough disk space?
Hub gives a Disk Usage warning when space is too low, but this may be missed if multiple devices are queued and the limit is reached during a session.
If your drive is full, you'll need to delete or move files to make space.
Is the device working properly?
If the problem is limited to a single device while others transfer normally using the same equipment and port, the device may be the culprit.
- Disconnect the recorder and power it off.
- Power it on again after a few seconds, and verify that the screen message is as expected (Memory Full or Paused with an elapsed time counter). If there is an error instead, address that first.
- Reconnect the Memory Full or Paused-with-data device and attempt the transfer again.
Is there a problem with the other equipment?
If audio transfer fails for multiple recorders, the problem is likely with the USB cord, part of the Multi Dock, or the USB port on the computer.
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Try a different USB cord.
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If using a LENA Multi Dock:
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Check all connections.
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Try a different Multi Dock, or remove the Multi Dock and try connecting the device directly to the PC using one of the USB cables.
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Try a different USB port on the computer if possible.
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Try restarting the computer.
If you are unable to resolve the transfer failure, contact LENA support for assistance.
LENA Online authentication failed. Please check your credentials and try again.
Note: If you're seeing "Authentication failed, please try again" while you are trying to log in, that is different - see this article about login problems instead.
Try disconnecting and reconnecting the device.
- Sometimes Hub loses the ability to communicate with a device, and this is one of the error messages that can appear. Reconnecting the device typically solves the issue.
- If a simple reconnect does not resolve the error, please try connecting with a different cable and using a different Multi Dock, or at least a different port.
Close LENA Hub.
- Disconnect device(s). Wait for in-progress uploads to finish, then close LENA Hub. Reopen, then reconnect devices one at a time.
- If the error happens with just one of your devices, contact LENA support with the serial number. If it is under warranty, we will arrange a replacement.
- Contact LENA support. We will want to meet to view your screen during a device processing session, obtain the logs from your LENA Hub software, and do further analysis on our side.
Failed to retrieve recorder charge level.
The connection between the computer and the device may be faulty. The problem could be the device itself, the small cable, the port on the multi dock, the connection to the computer, or a Windows problem. To cover all bases:
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Restart the computer.
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Reset the multi dock by unplugging it from both power and computer for about 10 seconds. Then in this order:
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Plug dock into power, then into computer.
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Start LENA Hub.
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Plug in one device that was giving this error, using a different multi dock port and cable.
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If this does not work, and the problem is occurring with all devices, try connecting the multi dock to a different USB port on the computer.
Still not working?
- Contact LENA support. We will want to meet to view your screen during a device processing session, obtain the logs from your LENA Hub software, and do further analysis on our side.