Error messages on devices connected to an on-premises server

While unlikely if everything was set up properly, there are a few error messages that might appear on your devices if you are hosting the Visionect Software Suite (VSS) on-premises:

Please see below to learn more about what is causing the error message as well as how to resolve them.

TLS error

This error message will appear on the device’s display when the server is unable to obtain the SSL certificate for the Joan Portal website or is unable to verify it.

So what causes this error? There are several possible reasons:

  • The firewall blocks the obtainment of the certificate
  • The internal proxy that removes the SSL certificate of the Joan Portal replaces it with the internal certificate
  • The server is behind a proxy where there is no exception for “master.joan.vnct.xyz” as the Visionect Software Suite (VSS) on-premises server does not support creating proxy settings

In order to resolve the issue, please check your firewall settings and if there is a proxy present set an exception for “master.joan.vnct.xyz”. If neither of the two proposed actions do not resolve the issue, please contact us at support@getjoan.com and we will do our best to assist you. 

Connection timeout

The “connection timeout” error message will appear on your Joan devices if the delay between the on-premises server and Joan Portal is higher than 2 minutes, as the default refresh rate of a static screen on a Joan device is set to 120 seconds for the Visionect Software Suite (VSS) on-premises servers.

In order to resolve this, please do the following steps:

  1. Go to the admin dashboard of your server
    http://IP_OF_VM:8081
  2. Log in with your credentials. By default, the following credentials are set
    • Username: admin
    • Password: admin123
  3. Navigate to the “Devices" page of your server's dashboard. A list of all your devices will be visible here
  4. Locate the device that is displaying the error and open it in order to edit its settings
  5. Open the advanced settings by either clicking the “Advanced” button in the top-right corner of the device’s page or the “Advanced settings” text just below the device preview
  6. At the bottom of the page, click the “Restart session” and “Reboot device” red buttons in order to refresh the device

If this does not resolve the issue, please contact us at support@getjoan.com.

Could not resolve master.joan.vnct.xyz

This error message is a result of an error of the DNS server for the Virtual Machine (VM) as it is unable to resolve the domain master.joan.vnct.xyz.

If the DNS of the Virtual Machine is able to resolve it, there might be an issue with the Docker DNS settings.

To resolve it, follow these steps:

  1. Go to the admin dashboard of your server
    http://IP_OF_VM:8081
  2. Log in with your credentials. By default, the following credentials are set
    • Username: admin
    • Password: admin123
  3. Navigate to the “Devices" page of your server's dashboard. A list of all your devices will be visible here
  4. Locate the device that is displaying the error and open it in order to edit its settings
  5. Open the advanced settings by either clicking the “Advanced” button in the top-right corner of the device’s page or the “Advanced settings” text just below the device preview
  6. At the bottom of the page, click the “Clear web cache” and “Restart session” red buttons in order to refresh the device

In addition, please attempt to ping "master.joan.vnct" via the VM’s console line.

If none of the proposed actions above do not resolve the issue, please reach out to us at support@getjoan.com.