Hub cannot connect to the internet

This error can occur on a computer if the internet is down. It can also occur on good internet if your system has special security configurations (firewall, proxy server, etc.) that may block LENA Hub from accessing LENA Online.

1. Check your internet connection.

Try to access on your internet browser (e.g., Chrome).

If your computer cannot connect to the internet at all, restore the connection or wait until the the problem is corrected.

If the internet seems to be working, continue with troubleshooting steps below.

2. Click to check for evidence of SSL decryption.

This simple test tells us if your network has an advanced security device that prevents LENA Hub from connecting to LENA Online.

  1. Go to
  2. Click on the padlock icon to the left of the web address.
  3. Click on Certificate.

You should see this:

LENA Online™ - Google Chrome

If the certificate is issued by something other than "Amazon," a security device on your system (likely a MITM SSL inspection device) is interfering with the secure connection between LENA Hub and LENA Online.  Take a screen shot or make a note of what it says.

3. Engage your IT support team.

Please provide the following to your IT support team:

  • the results of the above test
  • this information on LENA Hub technical details
  • whether Hub was previously able to run or has never worked
  • details on whether Hub can connect to the internet in some situations but not in others (e.g., "LENA Hub works from my home / in the field / on hotspot / on guest network / on a different computer, but does not work on this computer in the office on the corporate network.")

Your network administrator can use this information to help sort out why LENA Hub is not working in your environment. They are welcomed to contact our support team (see sidebar) for help identifying a solution.