Hub recorder error: LENA Online authentication failed. Please check your credentials and try again
This article addresses the LENA Online authentication failure occurring when a logged-in user connects a device.
If you are unable to log in, please see this article instead.
First, rule out a recent password change.
If you changed your LENA password while you were signed into Hub, the error is happening because Hub doesn't know who you are now and does not know what it can show you about this device.
- Close the error window.
- Allow any previously confirmed devices that are actively transferring or waiting to complete their transfers.
- Disconnect all devices.
- Click sign out (in the upper right beside your name). It's ok if the previously transferred files are still uploading or processing.
- Sign back in with the updated password.
- Reconnect one device at a time, as usual.
If the problem is unrelated to a password change, work through these steps:
1. Disconnect and reconnect the device.
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.
2. Determine if it occurs with just one device or all devices.
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.
3. Still stuck with frequent authentication errors on many devices?
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.