Troubleshooting processing errors

Occasionally something goes wrong while a file is processing. LENA Pro returns the message 

"An unexpected error occured during the LENA processing sequence."

Please follow the steps below to rule out common causes.

Note: LENA Pro may prompt you to send an Error Report. The automatic error report feature is no longer functional. See the last step of this article for more information.

1. Check for sufficient disk space.

Check the indicator at the bottom of the Digital Language Processor screen in the software. If this is the issue:

  1. On the DLP screen, note the upload date and DLP number for the failed file.  
    • We need this information to identify the file in the data directory.  The file’s name will reflect the upload date and time followed by the DLP number.  
    • For example, a file from DLP 8136 uploaded on June 1st 2016 would have the filename 20160601_[HHMMSS]_008136.upl
  2. Close LENA Pro.
  3. Free up space on the hard drive. 
  4. Delete the existing "job folder" to avoid problems with restarting processing.
    • Go into C:\ProgramData\LENA\storage\audioxfer and verify that a .upl file matching the information from step 1 is present.  Don’t do anything with the file; just make a note of the full file name.
    • Go into C:\ProgramData\LENA\storage\dataproc\jobs and find the folder with the same name.  Delete it.
  5. Open LENA Pro to try the file again.

2. Check for incorrect birth date.

Accidental use of a birth date that is after the recording date is the most common cause of processing failure.

Go to Client Manager to check the child's birth date. If you find that the child's DOB is incorrect:

  1. On the DLP screen, note the upload date and DLP number for the failed file.  
    • We need this information to identify the file in the data directory.  The file’s name will reflect the upload date and time followed by the DLP number.  
    • For example, a file from DLP 8136 uploaded today would have the filename 20160601_[HHMMSS]_008136.upl
  2. Correct the DOB in Client Manager.
  3. Close LENA Pro.
  4. Delete the existing "job folder" to avoid problems with restarting processing.
    • Go into C:\ProgramData\LENA\storage\audioxfer and verify that a .upl file matching the information from step 1 is present.  Don’t do anything with the file; just make a note of the full file name.
    • Go into C:\ProgramData\LENA\storage\dataproc\jobs and find the folder with the same name.  Delete it.
  5. Restart LENA Pro. LENA will resume processing any failed files.

3. Restart LENA Pro.

If the birth date is correct, the failure may have been a fluke that a simple restart will resolve.

Wait until any other active processing jobs have completed (or also failed). Close LENA Pro, and restart it. The file(s) will pick up for processing again.

4. Remove the "job" folder.

If a simple restart does not resolve the issue, LENA's working folder might need to be cleared out to remove whatever error is causing processing to fail. There is a good chance this will resolve the issue if you know your computer accidentally shut down or lost power during the first processing attempt.

Job folder removal is covered by a LENA Pro assistance subscription. Send the LENA Pro log file as detailed at the end of this article, and we will schedule a remote support session on your LENA Pro computer.

Expand or collapse content Option: DIY job folder removal

You can remove a failed job folder and restart processing as follows:

4.1. Wait until any other files have finished processing.

4.2. Determine the name of the folder.

The folder is named for the original file transfer date and time, plus the recorder serial number (YYYYMMDD_HHMMSS_[serialnumber]).  

The Digital Language Processor screen, where the failure message appears, has some clues to help you find the folder name: the Upload Date and the DLP (recorder) information.

For example, if the upload date is August 28, 2018 and the serial number under DLP is 8114, then the folder name will be:  "20180828_[HHMMSS]_008114"

4.3. Close LENA.

4.4. Go to C:\ProgramData\LENA\storage\dataproc\jobs

If you can't find C:\ProgramData, the folder may be hidden. Change your viewing options to show hidden files and folders. If this folder is hidden, you likely have not been backing up your LENA data. No time like the present to start!  

If you do not see \LENA under C:\ProgramData, your LENA data may be in a custom location on another internal hard drive.

4.5. Delete the folder whose name matches the upload date and recorder.

This is just a working folder; deleting it does not delete your data.

Deleting any other items by the same name within C:\ProgramData\LENA may result in data loss. Work carefully.

4.6. Restart LENA.

LENA will pick up the file for processing. If it fails again, there is a deeper problem that will require intervention from LENA Support.

5. Rule out Visual C++ Runtime Library issue.

Failure to process the first files after installing Pro on a new Windows 10 computer may mean your computer lacks elements of Visual C++ 2008 required for processing. Restarting LENA Pro can confirm this, if you receive a Microsoft Visual C++ Runtime Library Error on launch.

If you did not do so when setting up Pro, please install this Visual C++ 2008 Redistributable Package: 

http://download.microsoft.com/download/5/D/8/5D8C65CB-C849-4025-8E95-C3966CAFD8AE/vcredist_x86.exe

Restart the computer and open LENA Pro again. Note that job folder deletion may still be required.

6. Send your LENA Pro log files to LENA Support for analysis.

If the above steps do not result in successful processing, please send your log files. Please include the following:

  • whether the failure is limited to a single recording or several recordings
  • the recorder serial number for the failed file(s)
  • the date when the file was first uploaded
  • whether you have successfully processed any recordings since this failure

We will investigate the cause and determine the appropriate next step.

A LENA support subscription is required to resolve processing failures due to:

  • bad timestamps
  • false start data preceding the child's actual DOB
  • corrupt sectors
  • job folder issue

Other issues may require input from your IT Support personnel, including:

  • folder permissions problems
  • parts of the audio processing engine missing