How to acquire the device's log file?

If your device suddenly stopped working, is having Wi-Fi connection problems, is no longer responding to touch commands it can be either due to a network-related or hardware-related issue.

Throughout its operation, the Joan device keeps a log that contains information about its hardware, firmware, and actions it is taking. If an error occurs, it will be noted down in this log file.

So, whenever you experience an issue with the device, supplying this log file to us at support@getjoan.com will make the process of identifying and resolving the issue much faster.

How to acquire the device's log file

Joan Configurator mobile app:

To obtain the log file from your phone, please follow these steps:

  1. Open your mobile configurator app (make sure you have Bluetooth and location-enabled on your phone).
  2. Choose the problematic device (if the device is not recognized, plug it into your computer)
  3. Tap 3x on "Connection" (on the top of the screen)
  4. Now click on "Logs" (situated below).
  5. Now click on "Export" in your upper-right corner. That will start the operation of collecting logs (might take a minute).
  6. A mail with the log will be created and all you need to do is to send it to us.

Joan Configurator desktop app:

But, how to acquire this file? Follow these steps:

  1. Run the Joan Configurator
      • If you are using Windows or macOS, simply run the file. 
      • If you are using Linux, follow these steps:
        • Open the Terminal
        • Navigate to the destination folder where you downloaded the file. For example
          cd Downloads
        • Run the Joan Configurator as a superuser with the following command
          sudo ./JoanConfigurator_linux
  2. Connect the Joan device to your computer with the provided Micro USB cable
  3. Once connected, click the “Logs” button in the bottom-left corner of the window
  4. The device will begin preparing the log file. Please be patient, as it might take a few minutes. Do not disconnect your device during this process!
  5. Once the file is prepared, you will be prompted to save it to your computer.

And that’s it! You now have the log file. 

You can send it to us at support@getjoan.com with a description of what is wrong with the device, and we will do our best to assist you.

We have also prepared a guide on how to troubleshoot the most common network-related issues. So, you can double-check that as well before reaching out to us. You can find it here.