Updates

JeanScreen’s software is one piece: the firmware runs the screen, buttons and sounds, and it also contains the setup page you see in your phone’s browser. Updates come over the internet. You do not need a computer or a cable.

Automatic updates

When the device is on Wi-Fi it looks for an update about three minutes after switching on, and then every hour. When it finds a newer version it installs it by itself, at night:

Normally between 2 and 4 a.m. (the device’s local time), so the buttons are never busy during the day. Each device picks its own time in that window. You can change the hours: Device tab, Updates & Support, Automatic update hours.
A new or just-reset device (no tasks set up yet) updates straight away, so it starts on the latest version.
An urgent safety fix may install at any time of day, within about an hour of being released.
It never starts while a Call Carer alert is waiting for an answer, or within 15 minutes of a task reminder. If the device was off or offline all night, it tries again the next night.

While it updates (about a minute), the screen says:

Updating Please leave me plugged in. Back in a minute.

The buttons don’t respond during that minute.

After the restart the device carries on. Your settings are kept, and today’s ticks and the reminders that have already played are remembered, so nothing is repeated.
The setup page is part of the update, so it always matches the firmware.

If the update fails, the device logs an error, shows the normal screen again, and tries later. It does not restart.

Check by hand

Open the setup screens (Configure in the portal, or on site).
Go to the Device tab, Updates & Support.
Press Check for Updates. It shows the installed version and whether a newer one exists.
If one does, press Install and restart. This installs straight away, whatever the time.

This is a two-step process on purpose: check, then install. Nothing installs until you press the second button.

Your settings are safe during updates

Updates never erase the settings. This is true with or without a subscription.

The device keeps three copies of its settings and checks each one when it starts. If one copy is ever damaged, for example by a power cut while it was saving, it uses another and repairs the damaged one.
If the device ever fails to save a change, the setup page shows a red note at the top, and the Device tab says Problem. Save again. If it keeps happening, restart the device and contact support.
A backup is only needed before a factory reset or for a replacement device. See Backup and restore.

Backup and restore

Without the Cloud plan: a backup file. On the setup page, open the Device tab, then Backup & Restore.

Type a password for the file, at least 12 characters, and press Download backup. A short sentence you’ll remember works well, for example Mum’s kettle whistles at seven.
Keep the file and the password somewhere safe. Nobody can open the file without the password. The password can’t be recovered: if you forget it, the file can’t be opened.
To restore, open the same card on this device or a replacement, type the password and press Restore from a backup file….

The file holds the tasks, contacts, names, time settings and home Wi-Fi. It does not hold the device’s own passwords.

With the Cloud plan: automatic backups.

Every change is backed up for you, encrypted, and the last 5 versions are kept.
In the carer portal, open the device’s Details and go to Settings backups. There you can Preview any version or Restore it, for example to undo a change.
Wi-Fi and passwords are not part of these backups.

Nothing is ever restored by itself. If a device on your account comes back with blank settings (after a reset, or a replacement), the portal asks “Restore settings from your backup?” and shows what would come back. It restores only if you tap Restore.

Support report

Generate Support Report (same card) downloads a small diagnostic file you can send to support. It does not include passwords.

Older devices

Devices running very old software cannot be added to a cloud account until they have updated once. Join the device’s own Wi-Fi or connect it to your home Wi-Fi, and give it a few minutes to find the update.