Troubleshooting

Start with the simplest check: is it plugged in, and is the Wi-Fi working? Many things need the Wi-Fi.

Setup and sign-in

I cannot see the JeanScreen Wi-Fi

• Check the device is powered and showing screen 2 of the setup, or press 7 + 8 for 3 seconds to see the name. The name looks like JeanScreen-B8A0.
• Move your phone closer. Some phones hide networks they do not think have internet: look in the full list.
• After a reset, the Wi-Fi name and password are new. Read them again from the screen.

The page does not load, or says “Could not reach the device”

• Check your phone is still on the JeanScreen-… network, not your home one. Phones sometimes switch back by themselves because the network has no internet. Turn off “auto-switch” or mobile data while you do setup.
• Open http://192.168.4.1 by hand.

“That code isn’t right” / “That password isn’t right”

• Re-read the six digits on screen 3 (spaces and capital letters do not matter).
• If you set a password and forgot it: hold buttons 1 + 8 for 15 seconds (Hidden controls). This erases the settings and makes a new setup code.

“Too many tries. Wait a minute and try again.”

Five wrong tries in a row pause sign-in for a minute. Wait, then try carefully.

“Couldn’t join (your network). Check the Wi-Fi password and try again.”

• Check the password, including capital letters. Show it with the Show button.
• JeanScreen needs 2.4 GHz Wi-Fi. If your router has a separate 5 GHz name, choose the 2.4 GHz one (or turn on the router’s mixed mode).
• Hidden network: use Other network and type the exact name.
• Move the device nearer the router for setup.

Adding the device to the portal

Message	What to do
“The device ID or pairing code is not right.”	Hold 7 + 8 for 3 seconds and re-type both. The code is 8 digits.
“This device belongs to another account.”	The previous owner can remove it in their portal, or do a new-owner reset.
“Too many wrong codes for this device. Try again in an hour.”	Wait an hour.
The device will not add at all	It may be running old software. Connect it to Wi-Fi and wait a few minutes for an update.
“Remote configuration requires a subscription.”	The device’s plan does not include remote access. See Plans.

The device shows as offline in the portal

1. Is it plugged in, and is the screen showing the time?
2. Is the home Wi-Fi working? Check another device.
3. Did the router, its name or its password change? See Wi-Fi and moving.
4. Wait a minute or two. It checks in about once a minute. You get an offline alert after 15 minutes.

Screen

Faint shadows (“ghosting”) of old text

E-paper can leave faint ghost images after many small updates. The device does a full refresh at start-up, at the daily reset and about once a day, which clears them. For a quick clear, unplug it and plug it in again.

The screen flashed black and white

That is a normal full refresh.

The time is wrong

• A small difference at start-up fixes itself when the Wi-Fi connects and the clock checks the internet.
• If it is out by whole hours, the time zone is wrong. Open Device → Time & Date. It shows the device’s own clock and its UTC offset. Pick the right place from the list (for example British Columbia (UTC−7 all year)), or search for it. On a phone that is with the device you can also press Use this phone’s time zone.
• From the carer portal, choose the zone from the list. Your own phone may be in a different time zone, so it is never used.
• You don’t need to do anything when the clocks change. The device follows daylight saving by itself. When a province or country changes its rules (as British Columbia, Alberta and Manitoba did in 2026), JeanScreen updates the device automatically once it is online.
• British Columbia: since 1 November 2026 BC stays on UTC−7 all year. If the device shows an hour early, choose British Columbia (UTC−7 all year). Some older phones and computers still think BC changes its clocks.
• Check the clock style in Display.

A task shows but its button does nothing

The task may be switched off, or you are pressing a different row. Buttons run in order from the top.

Tasks are not clearing each morning

Ticks clear at the daily reset time (starts at 07:00), set in Schedule. Check the time and that the clock is right.

Sound

No sound, or it is too quiet

• Check the speaker volume (Resident tab → Audio Preferences). Use 📻 to play a sample through the device.
• Spoken reminders need Wi-Fi. Without it you will hear a chime instead.
• Test at the chair where the person sits, with the television off. If the person has hearing loss, increase the volume, or rely on the text on the screen as well.

The reminder did not play

• Is the task switched on, with a reminder time set, and not already ticked?
• Did you press Save?
• The reminder plays only once, at its time. If the power was off then, it catches up when the power returns, but not if too long has passed.

Call Carer

“Call Carer is not set up” or “Call Carer is not connected” appears on the screen

That is what the device checks first. Add a contact with Call Carer button on, or fix the Wi-Fi. See Call Carer.

Nobody was called or texted

• Contacts must have voice call or SMS switched on under Call Carer button, with phone numbers in full, with country code.
• Call Carer calling and texting is part of the Cloud plan.
• Test properly, after telling your contacts: Test it.

The light is still flashing

It flashes until someone confirms. Press 1 on the call, reply 1 to the text, or press Acknowledge in the setup screens.

Alerts on the phone

• iPhone: the portal must be on your Home Screen first, and opened from there. See The carer portal.
• Notifications are blocked: allow them for the site in the phone’s settings, then reload.
• Check the phone’s Do Not Disturb, battery saver and focus modes.
• Use Send a test in the alerts card.

Calendar not showing

• Press Test iCal fetch in Calendar & Feeds. Paste the whole address again.
• Google: use the Secret address in iCal format, not the public link or the page address.
• The screen refreshes about every four hours. Saving a new address fetches it at once.
• Only today’s events appear, up to two.

Nothing here helps

1. Note the device ID and the version (Device tab).
2. Download a Support Report (Device tab, Updates & Support).
3. Email us with those. The link is at the bottom of the page.