Calendar is out of sync in the Joan Portal

Joan automatically extracts the event information from your preferred calendar's schedule and displays it on the Joan devices, letting you know who booked the room and when.

If Joan devices stop displaying new events, it might be possible that Joan is no longer able to sync with your calendar solution.

In such cases, you will be notified in your Joan Portal about the syncing issue as well as via email. In the meantime, Joan will automatically continue attempting to resync with your calendar for seven days. If Joan is not able to establish a connection with your calendar during that time period, the resync process will end and you will be prompted again to look into your calendar settings.

So, what are the most common reasons for failed syncs between Joan and your calendar and how to resolve them?

Unable to authenticate

Office 365, Exchange, iCalendar

These calendar solutions require an account and password update on a yearly basis. If you experience the failed synchronization issue, please check if you updated your password for these solutions recently, and if you have not, make sure to do so.

Once your password was updated in your calendar solution, visit the Joan Portal and update your connected calendar account. To do so, please follow these instructions:

  • Log in to the Joan Portal with your account credentials
  • Navigate to the “Manage” page via the top navigation menu
  • Select "Calendar" from the left-hand side menu of the "Settings" page
  • Click "Connect with another account" and enter your account information with the updated password

That's it! You should be all set now.

Google Workspace

The user authenticated with the Joan Portal account might have lost access to your room resources due to many reasons such as the account being deleted, permissions being changed, etc. No matter what the case may be, you will have to update the connected account in order for Joan to be able to sync with your calendar once more.

To do so, please follow these instructions:

  • Log in to the Joan Portal with your account credentials
  • Navigate to the “Manage” page via the top navigation menu
  • Select "Calendar" from the left-hand side menu of the "Settings" page
  • Click "Connect with another account" and select the desired account with access to all your room resources
  • Make sure to provide Joan with the correct access to your account and calendar by clicking "Allow"

You will be redirected back to the Joan Portal and that's it! You have successfully updated your connected calendar account.

The resource calendar no longer exists

Another possible reason for Joan not being able to sync with your calendar is that the certain calendar resource for one of your rooms no longer exists or the account connected to the Joan Portal no longer has access to it.

Joan will notify with which room she is no longer able to sync with a white exclamation mark inside a red circle next to the name of the room in the "Rooms" section of your Joan Portal.

In order to resolve this, you will have to remove the problematic room resource and add it once more. 

Removing a room

  1. Select the specific room(s) by tapping on the blank white rectangle on the left
  2. And click "Remove" (the button will appear next to the "Add room" button above the list, once you have selected the rooms)

Adding a room

First, you will need to acquire the room resources email / ID. If you are unsure how to do so, please visit this link and select your calendar solution. Further instructions will be available there.

Once you have the room resource ready and its email / ID copied, it is time to add it to your Joan Portal.

  1. In the "Rooms" section of your Joan Portal, tap the "+Add room" button
  2. Paste the room resource's email / ID in the dedicated field and click "+Add"

Connecting devices to that room

With the new room resource ready, you need to make sure to connect a device to it, so it will display the relevant calendar information.

To do so, follow these steps:

  • Log in to the Joan Portal with your account credentials
  • Navigate to the “Manage” page via the top navigation menu
  • Select "Devices" from the left-hand side menu
  • Click on one of your Joan devices. An "Edit device" page will appear which will allow you to adjust certain settings of your device
  • Below the "Application" preview image, you will find a field called "Room"
  • Find the desired room and select it
  • Scroll to the bottom of the page and click the "Save" button in the bottom right corner

And that's it! You have now successfully updated your room resource and Joan will now show your upcoming schedule on the dedicated Joan device.

Slow calendar provider system

The final common issue that might cause Joan to lose the connection to your calendar is an unexceptionally long delay in the communication between the chosen calendar solution and Joan.

To be more specific, if the delay between responses is longer than 120 seconds, Joan will report a problem with the synchronization process. Such an issue predominantly happens with on-premises Exchange and iCalendar solutions.

If you experience this issue, please check your internet connection and ensure it is stable and working.