Resolving Connectivity Issues

Network is offline

  • Issue Description SuperPods are not connecting to the Plume cloud and will show as offline when plugged into an ASUS router that has AiProtection enabled. ASUS AiProtection supported router models: https://www.asus.com/us/AiProtection/   Cause of issue  SuperPod traffic is being classified incorr...

  • Summary You find a customer account with a disconnected Pod or a customer calls / emails to report a Pod disconnect   Applies All pod FW versions   Cause Multiple Causes ranging from Hardware to Network   Troubleshooting steps: The troubleshooting steps to be taken will depend on the issue type: ...

Device Connection Issues

  • All devices are not connecting Use the Plume app to check that your new network name matches your previous SSID. Check the Home password also matches what was previously used on the old network.  Make sure you have disabled the old Wi-Fi on your router or router/combo. If you did not re-use the ...

  • Issue Summary We have seen a number of cases of network loops are being formed when connecting more than one Sonos speaker to Plume. Network loops can cause a plethora of issues on a LAN, and often cause inaccurate or failed optimizations and instability.  When a network loop is present, the NOC/...

  • Issue Summary Ecobee devices connected to Plume Network disconnect intermittently and will require the customer to connect it back to the network manually.     Cause Plume Networks optimize on a regular basis to ensure a location is functioning optimally. During this process we may change channel...

  • Issue Description To ensure the security of your network, Plume currently only supports WPA2-PSK AES, since older security standards are easily compromised with little effort. As a result, older devices like the Sony PSP that only support older Wi-Fi security standards such as: WEP, WPA or WPS, w...

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