Sometimes Joan devices might not be detected by your computer.
Here are the problems you may encounter and tips on how to resolve them:
- The Joan device was damaged
- There is a USB connection issue
- Outdated or wrong Joan Configurator version
The Joan device was damaged
While their casing is sturdy, any fall or significant impact may affect and damage the internal components of the device, which causes the device to stop working properly.
It is always good to ask your coworkers if they know if the device was damaged recently.
If the device has in fact been damaged, please contact us at support@getjoan.com and we will do our best to assist you.
There is a USB connection issue
The problem could be the cable, the device, or the FDTI drivers in your computer. It is best to first check for any damage to all of the components before moving on with troubleshooting. Also, make sure that you first try with the provided Joan micro USB cable.
A potential problem with macOS is the USB port being locked. While the Joan Configurator is searching for the device, the computer might lock the USB port and if unplugged, the USB port won't be accessible until you reboot your Mac computer.
The quickest fix is to change the USB port and use another one.
When it comes to the Windows OS, if your PC doesn't recognize Joan, we would recommend that you try a different USB port.
Try to avoid using USB hubs, extensions, or splitters. Please note that the COM port works best with the Joan device connected directly to the computer's USB port.
Make sure that your FDTI drivers are up to date. If not, you can find the latest versions here and instructions on how to do so, here.
Outdated or wrong Joan Configurator version
It is crucial to have the most recent version of the Joan Configurator, as each version has important bug fixes and improvements added to it.
You can find the download links to the latest version of the Joan Configurator for Windows here.
If none of the solutions helped you in resolving the issue, reach out to us at support@getjoan.com and we will do our best to assist you.