The device’s pairing PIN code is not showing

In the process of adding a device to your Joan Portal, one of the steps is pairing the device with your Joan Portal account. For a complete overview and instructions on how to add a device, click here.

Once your Joan device is connected to the Wi-Fi, a unique pairing PIN code should appear on the display which you enter in your Joan Portal.

However, it might happen that this PIN code does not appear for you once you unplug the Micro USB cable from the Joan device.

In most cases, this is caused by the device not being connected to the internet and thus not being able to fetch the unique PIN code.

Here are a few potential causes and tips on how to resolve them:

Wi-Fi settings were not properly set

The most frequent cause of this issue is a mistake in the Wi-FI configuration process. Make sure you properly connected the device to your Wi-Fi. Click here for instructions on how to do so.

There is a firmware update in progress

If you set up the Wi-Fi settings correctly, but the device is showing the “No Wi-Fi” screen, then the Joan device is not fully connected yet and might be in the middle of the latest firmware update. This may take up to 5 minutes, so please be patient and allow the device to update

TCP port 11113 is not open or a firewall is blocking the connection

If you are hosting the VSS server on-premises, check if the server is running with the following link:

http://ip_of_vm:8081/api/serverping

and can be accessed from the same network the Joan device is connected to. Make sure that there are no firewall settings that might block the network connection of both the device and server.

Also, as Joan devices communicate with the on-premises server through the TCP port 11113, make sure it is open. Otherwise, the Joan device will not be able to establish a connection.

Still doesn’t work? Reach out to us

If none of the above-mentioned tips helped, and the PIN code will still not appear on your device, send us an email at support@getjoan.com and we will do our best to assist you.