Troubleshooting LENA device errors and symptoms

Click on the symptom your device is showing for information on ways to resolve the problem.

Error 09 Set Clock

Usually this error can be resolved by connecting the recorder to the LENA Hub software (version 3.4.0 and higher). Here’s what to do:

  1. If the battery is low, charge the device for 15-30 minutes, on a Multi Dock or other charging station that is plugged into the wall. We need to make sure the battery has enough charge for the next steps.
  2. Connect the recorder to the LENA Hub, as if you were going to transfer a recording.
  3. Transfer, erase, or acknowledge the empty recorder error message, as appropriate.
  4. Disconnect the empty recorder and check its screen.

If the Error 09 is gone, your recorder is fixed. Fully charge it to prepare for the next use.

If the Error 09 persists, follow instructions for warranty recorder replacement.

Error 04

Sometimes this error can be resolved by connecting the recorder to the LENA Hub software (version 3.4.0 and higher). Here’s what to do:

  1. If the battery is low, charge the device for 15-30 minutes, on a Multi Dock or other charging station that is plugged into the wall. We need to make sure the battery has enough charge for the next steps.
  2. Connect the recorder to the LENA Hub, as if you were going to transfer a recording.
  3. Transfer, erase, or acknowledge the empty recorder error message, as appropriate.
  4. Disconnect the empty recorder and check its screen.

If the Error 04 is gone, your recorder is fine. Fully charge it to prepare for the next use.

If the Error 04 persists, try resetting the device. Press both the power and record buttons at the same time, and hold for 10-15 seconds.

If you cannot resolve the issue with these steps, follow instructions for warranty recorder replacement.

All other error codes on the device screen

Power the recorder off and on a few times.

If the error message persists, try resetting the recorder. Press both the power and record buttons at the same time, and hold for 10-15 seconds.

If the error message persists after attempts to reset, power it off with the power button or a final reset to conserve the battery, and follow instructions for warranty recorder replacement.

Device not recognized by LENA Hub

This may not be a recorder problem. Follow these instructions if LENA Hub does not react to the recorder.

Device doesn't turn on - screen is blank, or blank unless plugged in to power
  1. Make sure there is some charge in the device (plug in for at least 15 min).
  2. Reset the recorder.  Press both the power and record buttons at the same time, and hold for 10-15 seconds.

If the problem persists, hold down only the Power button for 10 seconds.

Device doesn't seem to take on any charge when plugged in, or doesn't hold a charge

Try a different charger, a different cable, and a different charging location.

Device spontaneously stops recording before 16 hours

This is uncommon, except in cases where the battery has not been sufficiently charged or is malfunctioning (or when little fingers find buttons to press).

Transfer whatever recording the family was able to make, give the family a different device for their next recording, and test the problem device as follows:

  1. Charge the device fully, until its screen reads "Charged."
  2. Unplug from power and check the screen.
    • If the screen has an error on it, follow steps elsewhere in this article for clearing errors.
  3. If the screen says Paused as expected (or if you are able to clear the error), then let it sit for 15 minutes (not recording) to verify that its auto shut-off is working.
  4. If auto shut-off is working, then power on the device and make a test recording (or recordings) following the steps the families follow - except that you’ll put the device in a drawer while recording.
    • If you have time, you could also let the device sit for a few days between charging and the first recording to mimic what happens with recorder distribution. This would let you see if its charge drops significantly while sitting.
    • You can shake it or tap it gently a few times to see if it the Recording screen freezes.
    • The goal is to see if it reaches Memory Full, so the sound you record does not matter.

If you observe that the screen message spontaneously stops recording before 16 hours, follow instructions for warranty recorder replacement. Otherwise the recorder is fine to use.

Pressing the RECORD button does not start a recording

Be sure you're holding the button continuously for 3-4 seconds.

Screen is stuck on "v1.3" or something similar - doesn't go to Paused or Memory Full

This recorder is stuck in its startup sequence.

  1. Try to turn it off by holding down the power button.
  2. If it does not respond, try holding down both buttons for 10-15 seconds until the screen goes blank or says Resetting. Then power it back on to see if it is now working properly.
  3. If it still does not respond, set it aside to let the battery die. This may take a 1-2 days depending on the current charge level. The screen will go blank.
  4. After the screen goes blank, charge the device for at least 15 minutes, and then disconnect it from power to see what the screen says.
  5. If you now see Error 09, follow the Error 09 instructions. Otherwise, the device is fine to use - just be sure you complete the charge before sending out for another recording.
Screen says "Charging" even though it is not plugged in, and it won't turn off
  1. Try to turn it off by holding down the power button.
  2. If it does not respond, try holding down both buttons for 10-15 seconds until the screen says "Resetting" and/or goes blank. Wait a few more seconds, then power it back on to see if it is now working properly.
  3. If it still does not respond, set it aside to let the battery die. This may take a 1-2 days depending on the current charge level. The screen will go blank.
  4. After the screen goes blank, charge the device for at least 15 minutes, and then disconnect it from power to see what the screen says.
  5. If you now see Error 09, follow the Error 09 instructions. Otherwise, the device is fine to use - just be sure you complete the charge before sending out for another recording.
Screen is stuck on "Charged" and won't turn off
  1. Try to turn it off by holding down the power button.
  2. If it does not respond, try holding down both buttons for 10-15 seconds until the screen says "Resetting" and/or goes blank. Wait a few more seconds, then power it back on to see if it is now working properly.
  3. If it still does not respond, set it aside to let the battery die. This may take a 1-2 days depending on the current charge level. The screen will go blank.
  4. After the screen goes blank, charge the device for at least 15 minutes, and then disconnect it from power to see what the screen says.
  5. If you now see Error 09, follow the Error 09 instructions. Otherwise, the device is fine to use - just be sure you complete the charge before sending out for another recording.
Device won't power off
  1. Try to turn it off by holding down the power button.
  2. If it does not respond, try holding down both buttons for 10-15 seconds until the screen says "Resetting" and/or goes blank. Wait a few more seconds, then power it back on to see if it is now working properly.
  3. If it still does not respond, set it aside to let the battery die. This may take a 1-2 days depending on the current charge level. The screen will go blank.
  4. After the screen goes blank, charge the device for at least 15 minutes, and then disconnect it from power to see what the screen says.
  5. If you now see Error 09, follow the Error 09 instructions. Otherwise, the device is fine to use - just be sure you complete the charge before sending out for another recording.
Screen is stuck on "Power Off"
  1. Try to turn it off by holding down the power button.
  2. If it does not respond, try holding down both buttons for 10-15 seconds until the screen says "Resetting" and/or goes blank. Wait a few more seconds, then power it back on to see if it is now working properly.
  3. If it still does not respond, set it aside to let the battery die. This may take a 1-2 days depending on the current charge level. The screen will go blank.
  4. After the screen goes blank, charge the device for at least 15 minutes, and then disconnect it from power to see what the screen says.
  5. If you now see Error 09, follow the Error 09 instructions. Otherwise, the device is fine to use - just be sure you complete the charge before sending out for another recording.
Recording is frozen - the elapsed time counter is stuck

This is rare except on older devices.

  1. Try to turn it off by holding down the power button.
  2. If it does not respond, try holding down both buttons for 10-15 seconds.
  3. If it still does not respond, set it aside to let the battery die. This may take a 1-2 days depending on the current charge level. The screen will go blank.
  4. After the screen goes blank, charge the device for at least 15 minutes, and then disconnect it from power to see what the screen says.
  5. If you now see Error 09, follow the Error 09 instructions. Otherwise, the device is fine to use - just be sure you complete the charge before sending out for another recording.
Device went into water...or cereal and milk, or soup, or the washing machine, or the toilet :)

Yes, all of these things have happened. 

Like most electronic devices, the recorder does not like to swim. If the device was submerged, we do not recommend trying to revive it. Although common practices like placing the device in a bag of rice to dry out may allow the device to power on, it's likely that the microphone or other internal components are damaged in such as way that the device cannot accurately capture the language environment.

Water damage is not covered under the recorder warranty, and so the device should be considered scrapped.

If you are unable to resolve your recorder problem with the information in this article, please follow these instructions to determine if your device is eligible for warranty replacement.