Local processing failure

A local file processing error can occur for a variety of reasons, including:

  • a fluke or interruption
  • corrupt sectors or other technical problems in the file
  • file contains no sound due to bad device mic
  • analysis was successful, but Internet issue prevented results from uploading to LENA server

A local processing failure is indicated by an alert on the processing icon in the System sidebar, and an Error! note on the failed file. Clicking the Error! reveals "there was a problem processing the file" and instructions to contact LENA Support.

LENA Support will recommend the following actions. Consider trying the first two options before contacting LENA.

Try processing again.

  1. Let any other transferred files finish processing.
  2. Close Hub.
  3. Restart the computer.
  4. Open Hub to restart processing.

Upload this specific file to the cloud.

Uploading to the cloud, if possible, is the most efficient route to successfully processing a file that has failed local processing two or more times.

  1. Let any other transferred files finish processing locally.
  2. Use the Settings wrench icon to change the Processing Location to Cloud, then click Update.
  3. Close Hub program (using the x in the upper right).
  4. Reopen Hub to restart processing in cloud mode.

After the file has uploaded, you may revert to local processing mode using the same toggle.

What happens next:

  • The file may process successfully in the cloud.
  • If it does not, our team will retrieve the file from the server, scan for and fix any basic technical issues like corrupt sectors, and then process the file again.
  • If it fails this step, we will use the detailed logging to find the cause of the failure, repair that problem, and process again.
  • If the detailed logging indicates that the file contains no sound, this indicates a mic failure and we will reach out to your team to remove the device from rotation, and set up a replacement if it is under warranty.

Note that technical scanning and repair do not involve LENA extracting or listening to audio.

Schedule remote support session.

If the file fails twice and you are unable to upload the file for cloud processing, we can meet for a remote support / screen sharing session to allow LENA Support to scan for and repair any simple problems with the file. If no simple problems are found, then unfortunately the only options are to upload to the cloud as explained above, or delete the file.