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...

  • Early versions of Netatmo Weather Station will connect to Wi-Fi only at regular intervals to communicate their data to Netatmo's servers. This interval is approximately 5 minutes. Netatmo Weather Stations hardware versions including this behaviour: V1 V2 Later models, like Netatmo Weather Stati...

  • 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...

  • All devices are not connecting Use the HomePass 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 t...

  • Why do I have to frequently 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....

  • Why doesn't the app show an IP address for a connected device? If you designate the IP address on the device itself, you will not be able to see an IP address in the Plume app, even if the device is connected to the network and working. This is considered normal behaviour, but may be unexpected. ...

  • Why is my device not being shown in the HomePass 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 HomePass app, it is probable that it has a Locally Administered MAC Address (LAA).    How does an LAA g...

  • 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 HomePass app, go to Settings on the menu and verify your Wi-Fi network name. You can easily share this information with new...

  • All network lists on your devices are ordered alphabetically. If you cannot find your network, please check your HomePass 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. ...

  • 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 set up the Wi-Fi connection for the device. Majority of these ...

  • 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...

  • It has come to our attention there seems to be an issue with the performance and reliability of the Wi-Fi on Raspberry Pi 4s when they are connected at certain resolutions. This issue is not exclusive to using the device on a Plume Network but will affect it on any Wi-Fi network.    Cause While n...

  • 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 optimisatio...

  • 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 Plume Access 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 ...

  • 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...