If your JOAN Manager or JOAN Executive does not respond to touch, please first check if your device is fully charged.
JOAN is also very sensitive as to the quality of the Wi-Fi signal. Every click you make is transmitted over the wireless network: the better the Wi-Fi signal, the better responsiveness and battery life. The quality of your Wi-Fi signal can be checked on the initial screen in the JOAN Portal (look to the bottom right corner), or under "Manage" > "Devices."
Alternatively, your infrastructure can sometimes cause JOAN to disconnect. The JOAN devices are inactive for longer periods of time (a heartbeat signal is sent every 4 minutes by default if no interaction or changes occur) and they rely that the underlying connection will remain open.
Sometimes firewalls or access points shut the connection down if there is no activity for some time. This means that when you click the device, it might take a while for the device to detect that it is disconnected, reconnect and process your click.
Our Support Team can configure how your devices work – we can enforce a shorter heartbeat timeout if that is required by your infrastructure, however, this will come at a cost of shorter device autonomy.