Upload failure
Upload errors are most often a result of an unstable internet connection, but there are a few other causes. This article explains what to try before contacting LENA Support.
Don't panic!
Know this:
- Your LENA Days are not lost! When an upload fails, the file stays safe and cozy on your Hub computer, awaiting its next chance to float up into the cloud.
- Your LENA devices are fine! They were cleared when the files first transferred. They are empty and, once charged, can be used to capture more LENA Days.
So, keep calm and read on.
Try a reboot.
Restarting the computer can resolve a few different problems that can cause upload failures, so it's a great first step. And good news: restarting the computer won't affect your LENA Day files!
- Close the LENA Hub program. You'll see a warning about files being in progress, but it's okay. You're going to restart them in a minute.
- Save and close anything else you're working on in other programs.
- Restart the computer.
- Don't just close the laptop lid. 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.)
- When the computer has restarted, open Hub and let it try again.
Check your internet connection.
Here is one way to check that your computer is connected to the internet. If this test reveals an issue, work with your IT support or internet provider to restore your connection.
Double check the computer's clock and time zone
A time or time zone discrepancy causes all uploads to fail.
- Look at the time displayed in the lower right of your computer screen to make sure the hour and minutes are accurate.
- Right-click on the time to pull up options, and choose Adjust date/time. On the screen that opens, make sure the Time Zone setting is correct.
- Make adjustments as needed. If options for adjusting time or time zone are grayed out or missing altogether, contact the IT team who manages your computer.
Files should begin uploading successfully as soon as the clock is fixed.
IMPORTANT: Any LENA device connected to Hub while the computer's clock was wrong must be reconnected to LENA Hub after the computer clock and time zone are fixed and before a new recording is started.
Why? Every time Hub recognizes a LENA device, it resets the device's clock to match the computer clock. When your clock and/or time zone were wrong, Hub made your device's clock wrong to match. Unless you reconnect the device to "re-reset" the clock, the next recording that it makes will have a bad timestamp, and the data will show up in the wrong hours. Be sure to reconnect before the next LENA Day!
Since these devices are empty, you will see "Error!" under the device icon. This is ok and expected.