Troubleshooting LENA Recorder errors and symptoms
Troubleshooting LENA Recorder errors and
symptoms
This article describes recorder symptoms you may experience and what to do about
them.
If you are unable to resolve the problem with the information in this article, please
contact LENA Support
• 866-307-6534
• [email protected]
and provide the following:
• Your name
• Your organization
• Recorder serial number (usually found on a silver sticker on the back of the
recorder)
• Brief description of the problem, including any error code shown on the
recorder message display
• Confirmation that you have attempted the recommended course of action, if any
If the problem involves connecting to the software or transferring a recording, please
also:
• include your LENA software Product Key (under Help/About on the Client
Manager screen)
• send your Error Report
1. Error message on recorder's LCD display.
Error 02 and Error 06 may be resolved in the field - read ahead for instructions.
If field resolution is unsuccessful, and for all other error messages, including Error 01, Error 03, Error
04, Error 05, Error 07, Error 08, Error 09, Error 0A, and Error FF please contact LENA Support as
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Troubleshooting LENA Recorder errors and symptoms
above to request a Return Merchandise Authorization (RMA) and instructions for sending the recorder
in for repairs.
1.1 Error 02
1. Power the recorder off and on a couple of times.
If the Error 02 goes away, the recorder is fine to use.
If the Error 02 persists, contact LENA Support as described in the intro of this article to request a Return
Merchandise Authorization (RMA) and instructions for sending the device in for repairs.
1.2 Error 06 (solid or cycling with other messages)
Error 06 can often be resolved as follows:
1.
2.
3.
4.
Reset the recorder.
Power on again to verify no Errors are displayed.
Connect the recorder to the LENA computer.
Disconnect the recorder from the computer.
If the Error 06 goes away, the recorder is fine to use.
If the Error 06 persists:
1.
2.
3.
4.
Try a different USB cable.
Try a different USB port.
Try a different wall charger.
Try a different electrical outlet.
If the Error 06 goes away, the recorder is fine to use.
If the Error 06 persists or occurs again with this recorder, contact LENA Support as described in the
intro of this article to request a Return Merchandise Authorization (RMA) and instructions for sending
the device in for repairs.
2. Recorder appears dead.
If your recorder won't turn on with or without a power source, try the following:
1. Make sure there is some charge in the unit (plug in for at least 15 min).
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Troubleshooting LENA Recorder errors and symptoms
2. Reset the recorder.
If you can now power on the recorder, the device is fine to use.
If the problem persists,
1. Hold down only the Power button for 10 seconds.
If you can now power on the recorder, the device is fine to use.
If the problem persists, contact LENA Support as described in the intro of this article to request a Return
Merchandise Authorization (RMA) and instructions for sending the device in for repairs.
3. Recorder won't charge or won't hold a charge.
1. Try a different charger, or a different charging method (wall charger vs. charging off the
computer's USB port).
2. If the USB charging method works but the wall charger doesn't, try a different outlet.
If the charging issue is resolved, the device is fine to use.
If the problem persists, contact LENA Support as described in the intro of this article to request a Return
Merchandise Authorization (RMA) and instructions for sending the device in for repairs.
4. Device won't record.
If nothing happens when REC is pressed and held for 4 seconds, please contact LENA Support as
described in the intro of this article to request a Return Merchandise Authorization (RMA) and
instructions for sending the recorder in for repairs.
5. Recorder spontaneously stops recording before 16 hours.
You may see the that recorder's LCD screen message spontaneously changes to Paused, or that the
device turns off or goes dead before 16 hours.
Contact LENA Support as described in the intro of this article to request a Return Merchandise
Authorization (RMA) and instructions for sending the device in for repairs.
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Troubleshooting LENA Recorder errors and symptoms
6. Recorder's screen seems to be stuck, and/or the buttons
don't seem to work.
Examples include:
• Screen says Recording, but the clock isn't rolling
• Screen is stuck on Power Off
Please reset the recorder, then contact LENA Support as described in the intro of this article to request
a Return Merchandise Authorization (RMA) and instructions for sending the device in for repairs.
7. Recorder won't power off.
1. Try to reset the recorder, then power it back on and see if it will power off normally.
If this doesn't work, please contact LENA Support as described in the intro of this article to request a
Return Merchandise Authorization (RMA) and instructions for sending the device in for repairs.
8. Recorder sustained water damage.
Like most electronic devices, the LENA Recorder does not like to swim; however, a water damaged
device can often be salvaged!
Contact LENA Support as described in the intro of this article to request a Return Merchandise
Authorization (RMA) and instructions for sending the device in for repairs.
Note that water damage is not covered under the recorder warranty.
9. Computer does not recognize the recorder.
This can happen for a variety of reasons.
If this is your first time using LENA, please review our system requirements to be sure your computer
complies - in particular note that LENA is not supported on a Mac, or on any non-English Windows
machine specifically because of problems with the recorder interface.
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Troubleshooting LENA Recorder errors and symptoms
Please take note - or better yet, screenshots! - of 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, or formatting.
You can troubleshoot further using the steps below:
9.1 Check that you have followed the correct sequence for connecting a recorder
to the software.
LENA software communicates best with the recorder when you follow this sequence:
1. Launch LENA.
2. Power up the recorder.
3. Connect one recorder to the computer after both the software and the device have
powered on fully.
If you connected the device before both device and software were up and running, and disconnecting
and reconnecting the recorder doesn't resolve the issue please:
1.
2.
3.
4.
5.
6.
Disconnect the device.
Close LENA. (If files are currently processing, choose "Interrupt procesing" when prompted.)
Launch LENA.
Power up the recorder.
(Wait for any files that were being processed to resume processing.)
Connect the recorder again.
If problem persists, please proceed to next step.
9.2 Check that you have followed the correct sequence for queuing up multiple
recorders.
Remember, LENA reliably recognizes only one recorder at a time. Never connect more than one
recorder at a time. Don't use your LENA computer as a charging hub.
Instructions for queuing multiple recorders are here.
If more than one recorder has been connected at a time, please:
1. Wait for any data transfer that is in progress to complete. (You do not have to wait for
processing to complete.)
2. Disconnect all recorders.
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Troubleshooting LENA Recorder errors and symptoms
3. Power on a device with a recording that still needs to be transferred.
4. With the LENA software still open, connect that device.
If the problem persists, please:
1.
2.
3.
4.
5.
6.
Disconnect the recorder.
Close LENA. (If files are currently processing, choose "Interrupt procesing" when prompted.)
Relaunch LENA.
Power up the recorder.
(Wait for any files that were being processed to resume processing.)
Connect the recorder again.
If the problem persists, please see instructions for ejecting the recorder and troubleshooting cables,
below.
9.3 Eject the recorder if the icon appears in your System Tray.
Occasionally, queuing up a series of recorders, even by the rules, will cause Windows to stop
recognizing the devices.
Look for the icon in your Windows system tray (typically far right side of taskbar, beside the clock).
1.
2.
3.
4.
Hover over the icon for the option to "Safely Remove Hardware and Eject Media."
Click on the bar to eject the recorder.
Physically disconnect your recorder.
Reconnect the recorder.
If that doesn't work, or if the icon isn't there, please:
1.
2.
3.
4.
5.
6.
7.
Disconnect the recorder.
Close LENA. (If files are currently processing, choose "Interrupt procesing" when prompted.)
Restart the computer.
Relaunch LENA.
Power up the recorder.
(Wait for any files that were being processed to resume processing.)
Reconnect the recorder.
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Troubleshooting LENA Recorder errors and symptoms
9.4 Check for a problem with the cable or USB port.
You can troubleshoot connection problems as follows:
1. Try connecting with a different USB cable. If the recorder is now recognized your USB cable is
probably bad. Please discontinue using it.
2. Try connecting a different USB port on the computer. If the recorder is now recognized you may
have a bad port. Note which port and contact your IT support.
3. Try plugging in another USB device to see if the computer recognizes other devices. If other
USB devices are not recognized, you may be experiencing a Windows issue. Contact your IT
support.
If procedures, cables, and ports are all ok but none of your recorders is recognized, contact LENA
Support. Include all information requested in the intro of this article. We will work to rule out driver
conflicts.
If procedures, cables, and ports are all ok and other recorders are recognized, contact LENA Support.
The device's mini USB port may be malfunctioning. We will likely send you a Return Merchandise
Authorization (RMA) and instructions for sending the device in for repairs.
10. LENA prompts you to adjust the recorder time clock.
This prompt occurs whenever the recorder's internal clock disagrees with your LENA computer's clock
by more than 15 minutes.
1. Please check the time on your computer, and if it is accurate, click OK to correct the recorder
time. The recorder is fine to use.
2. If you are using the recorder with more than one LENA computer, please sync the times on the
LENA computers to avoid unnecessary prompts in the future. (Different time zones are fine.)
3. If you are running an older version of LENA (3.0, 3.1, or 3.2.0 through 3.2.2), please contact
LENA Support as described in the intro to this article to determine how to upgrade to a newer
version.
If the prompt continues to appear even though you have addressed all of the relevant solutions, please
contact LENA Support as described in the introduction to request a Return Merchandise Authorization
(RMA) and instructions for sending the recorder in for repairs.
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