Note: Touch capabilities are not possible on Joan 13 devices. Click here to learn more.
If your Joan device appears to be no longer responding, there are a few points that you can check, as shown below:
- Has the device been damaged?
- Is your device fully charged?
- Is your device connected to the Wi-Fi network?
- Does your Wi-Fi network meet our requirements?
- Is the touch capability enabled in MyJoan?
Check your device for any damage
Any significant damage to the device can cause the Joan device to stop working. This is often caused by a fall from either the magnetic mount due to improper placement or just human error. Please note that devices can be mounted at a maximum height of 2m.
There are a few indicators of a damaged device:
- Damaged casing, especially on the corners
- Cracks on the screen
- Visual anomalies on the display such as lines or other shapes
Also, it sometimes may happen that the device does not experience external damage due to a fall, but certain hardware components may suffer trauma or disconnect inside the device’s casing. 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.
Check if your device is charged
Another possible reason why the device is no longer responding is that it is simply out of battery.
If that is the case, all you need to do is charge the Joan device in question with the Micro USB cable that was included in the box.
As with most battery-powered devices, Joan devices also have to be periodically charged in order to maintain a healthy battery. Not charging the device for a long period of time will result in the battery no longer working/charging and the device becoming unresponsive.
We recommend charging the device every 3 months and keeping the battery cells in 40%-60% charged state during long period storage and non-use.
There are several methods of tracking the battery status of your device:
- “No battery” screen on your Joan device
- Manage devices dashboard in MyJoan
- Maintenance emails
- On the display of the device itself (only for Joan 6)
“No battery” screen
Once your device’s battery status drops below 10%, a “No battery” image will appear on your device and remain on the display until the device has been charged back up.
If the device is not charged and its battery status drops below 5%, it will go into a deep sleep during which the device will pause all of its operations and become completely inactive.
If you do see the “No battery” screen on your device, please charge the device with the provided Micro USB cable.
MyJoan
Aside from adjusting settings and enabling/disabling features in MyJoan, you are also able to track the status of all your devices. One of those status parameters is the remaining percentage of the battery’s power.
In order to view this information, follow these steps:
- Log in to MyJoan with your account credentials
- Navigate to the “Manage” page via the top navigation menu
- Select “Devices” from the left-hand side menu
- A table of all your devices will be visible. In the “Status” column, you will notice a battery and a Wi-Fi signal indicator
- Hover over the battery icon of the device you wish to inspect and the remaining percentage will appear
Maintenance emails
In the “Rooms” section of the MyJoan settings, you are able to sign up an email address for “Maintenance emails”.
Once signed up, among other notifications about your devices and account, you will receive a warning email once your device drops to 20% of their battery.
To activate these maintenance emails, follow these steps:
- Log in to MyJoan with your account credentials
- Navigate to the “Settings” page via the top navigation menu
- Select “Rooms” from the left-hand side menu, and click on "Device Settings"
- Scroll all the way to the bottom of the page, and you will see the “Maintenance emails” option. Toggle it on.
- In the designated field, enter the email where you wish to receive updates about the battery status of your devices
- Navigate to the bottom of the page and click “Save”
Battery indicator on the Joan 6
No matter which functionality you opt for, “Real-Time Booking” or “Hot-desking”, in the top-right corner of the display, you will have the battery and Wi-Fi status indicators.
The battery indicator does not display each percentage of the battery but rather displays segments (33%, 66%, 100%).
While it is not the most accurate depiction of the device’s current battery status, it will give you a rough overview of whether the device will need to be charged in the near future or if it was recently charged.
Check if your device is connected to Wi-Fi
Whether it is due to certain settings of your network or it was not configured properly, Joan devices may lose
Joan devices require a stable and constant network connection in order to operate. To view the network requirements of Joan devices, click here.
If they do get disconnected, whether it is due to certain settings of your network or not being configured properly, they will no longer update the calendar information on their displays.
Joan 6 devices have the ability to display a “No Wi-Fi” screen with a feature that can be toggled on or off, depending on your preference, in cases where the device has lost its connection. To learn how to enable/disable this feature, click here.
In order to prevent your device from losing its Wi-Fi connection, you can track the signal strength in MyJoan account. Here’s how:
- Log in to MyJoan with your account credentials
- Navigate to the “Manage” page via the top navigation menu
- Select “Devices” from the left-hand side menu
- A table of all your devices will be visible. In the “Status” column, you will notice a battery and a Wi-Fi signal indicator
- Hover over the Wi-Fi signal icon of the device you wish to inspect and the strength of the signal will appear
In case you did not set up your Joan device to your Wi-Fi network yet or changed certain parameters of it, or simply wish to move to a different network, you can configure the device’s Wi-Fi settings in the Joan Configurator. Click here to learn how.
Check if you enabled touch capabilities in MyJoan
Note: Touch capabilities are limited to Joan 6 devices. Click here to learn more.
If the device is displaying up-to-date information but is not responding to any touch commands, it is possible that the touch capabilities have been turned off.
This feature can be toggled on and off in the MyJoan.
For users under the Essentials and Professional subscription plan, this feature is a global setting, affecting all paired devices, while users under the Enterprise subscription plan can, aside from changing it account-wide, adjust it per location or device. To learn more about what each plan offers in terms of features, click here.
I checked everything, but it is still not working
If you performed all of the steps above, but the device is still not responding, there might be something wrong with its internal components.
Acquire the log file and forward it to us at support@getjoan.com with a description of the problem. We will do our best to help you resolve it.