Device Issues

  • Why is my device duplicated in the device list? Individual devices are identified based on the unique MAC address of their network hardware, which normally never changes. However, there are a few possible reasons this MAC address can change. A different connection type is used Laptops, desktops, ...

  • Why do I frequently have turn my Nest Cameras back on? If you seem to have the need to frequently turn streaming for your Nest Cameras back on, you may have the Home Away/Assist Feature activated. This Feature will automatically toggle your nest cameras On/Off depending if you are home or not. To...

  • Why is my device not being shown in the Plume app even if it still has an internet connection? If you have an Ethernet connected device that is working properly but is not being shown on the Plume app, it is probable that it has a Locally Administered MAC Address (LAA).  How does a LAA get assign...

  • Wi-Fi devices Make sure Wi-Fi on your device is on and that you can see your Wi-Fi network name on your device. If you can't find your Wi-Fi network name, please visit your Plume App, go to Settings on the menu and verify your Wi-Fi network name. You can easily share this information with new de...

  • All network lists on your devices are ordered alphabetically. If you cannot find your network, please check your Plume App, go to Settings in the menu and verify your Wi-Fi network name. If you still don’t find the Plume SSID, try adding the SSID manually through Wi-Fi settings in the device. Plu...

  • Many devices state they are only compatible with 2.4Ghz networks or may prevent you from connecting them if your mobile is currently connected on 5Ghz. Usually, these devices tend to be IoT devices that require you to use their app to setup the Wi-Fi connection for the device. Majority of these d...

  • We have received reports from users stating that they are having issues when using Sky Q box (Model ES140) and Sky Mini Boxes (Model EM150). Symptoms The Symptoms are Disconnections, not waking up from sleep mode and having to reconfigure network settings on the Sky devices every time after it di...

  • Before Sonos firmware 45.1-56150, there were some interoperability issues with Sonos when we switch the channels in the Plume network as part of the optimisation process. Sonos devices were not able to accept these Channel Switch Announcements (CSAs) that well, which resulted in Sonos disconnecti...

  • Ring© doorbells had a known issue that causes them to disconnect intermittently and they will sometimes never connect back to the network until you reset them manually. If this issue persists, please contact Ring Support to ensure you have the latest firmware version.  

  • REASON FOR INTERMITTENT CONNECTIVITY Plume Networks optimise on a regular basis to ensure a location is functioning optimally. During this process we may change channels on either 5Ghz or 2.4Ghz, or both bands based on various factors. Ecobee fails to switch to the new channels after optimisation...

  • Our pods are each broadcasting a copy of the Wi-Fi network name (SSID), and most Wi-Fi devices like your phone and computer are smart enough to understand that this is the same SSID and only show it once. Occasionally, we will come across a device that can lack the networking intelligence to unde...

  • Vynl Trntbl have a known issue that causes them to disconnect intermittently after stopping playback and they will sometimes never connect back to the network until you restart them manually. Setup an IP reservation for the device and restarts will no longer be necessary.

  • While HomePass® allows you to securely share access to any device in your home with a guest, there are a few caveats with technologies that work beyond Wi-Fi. Visible Multicast and Wi-Fi Direct devices Users provided with Guest or Internet Only access, will still be able to see broadcast and mult...

  • When a ChromeCast connects to a new network, or reconnects to an existing, the device checks to see if it has an available firmware update from Google. If there is an update available, this is where the issue will occur. Customers will receive a notification in their ChromeCast app, required to c...