Device Connection Issues – Premium WiFi Powered by Plume

Why do I frequently have to 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 configure set your cameras to always stream, follow the steps below:

  1. Go to the Settings menu in the nest App.
  2. Select Home/Away Assist.
  3. Select Either Home or Away and you’ll see a list of all your Nest products, including what their current behavior is set to when you are at home or away from home.
  4. To have the cameras streaming permanently, you can select On in either menu for every device that you want to follow this rule.
  5. Unless you manually change your status, Nest cameras only use your phone’s location to determine if you are currently home or away.

Device is connected, but is not showing in the app

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 assigned to a device? 

These MAC addresses are normally assigned to a device by a network administrator. Often this is useful when creating virtual machines or virtual network interfaces.

How to determine I have a device with a LAA?

You can easily recognize if your device has a LAA by looking at the 2nd character from the left in the MAC address.  If the second character is one of the following, it has a LAA:

2 | 3 | 6 | 7 | a | b | e | f

Examples of Locally Administered MAC Addresses:

4E:34:69:E0:01:25

A6:50:C1:DC:06:C1

But, why aren’t these devices showing up?

We filter out the Ethernet connected devices with LAAs because, in the past we ran into issues where random devices would show up in the topology. To mitigate this behavior, we filter out such Ethernet connected devices, but that won’t affect the proper functioning or performance of the device. WiFi connected devices with LAAs are not filtered in this way and will still show in the topology and device list.

Even though these filtered Ethernet devices cannot be assigned to a person and have specific Content Access rules assigned to them at the device level, network level Content Access rules and AI Security will still apply.

My device is not connecting to Premium WiFi powered by Plume, what do I do?

WiFi devices

  1. Make sure WiFi on your device is on and that you can see your WiFi network name on your device. If you can’t find your WiFi network name, please visit your Plume App, go to Settings on the menu, and verify your WiFi network name. You can easily share this information with new devices that have an active internet or cellular connection.
  2. Make sure you enter the correct WiFi password if prompted.
  3. Make sure that the gateway pod is connected to the modem and is functioning. Check to make sure that your Pods are online. You can always verify the status of your Pods in your Plume App Settings.
  4. Turn the WiFi on your device off and then back on. This will force the device to scan for available networks.
  5. Restart your device. Some always-on devices like thermostats and doorbells may not connect to the new network without a reboot.
  6. Check with your device manufacturer for any special requirements. For example, some devices will not connect to a network if the SSID and/or password have special characters.
  7. Reset network settings or forget the old network on your device. If your old WiFi is still broadcasting, your device may be switching between networks.
  8. Check if other devices can connect to the WiFi network. If not, contact Comporium for a potential internet outage or if your network is offline.
  9. Always make sure that the WiFi on your old router has been turned off. Your device may have difficulty connecting to your Premium WiFi network if the old network is still broadcasting. Turning of the old WiFi will also remove a potential source of interference from the environment.

Ethernet connected devices

  1. If your wired device is not connecting to the network, try power-cycling the pod while the device is still connected by Ethernet.
  2. Try another Ethernet cable. Ethernet cables will often fail, causing poor or unstable connections.

Other things to check

Premium WiFi powered by Plume is working to resolve a known issue that prevents Amazon Tablets from accessing some essential features while the Kids content filter is enabled.

Device Connection Issues Image1 Device Connection Issues Image2

In the Plume App, check your Protected tab, and you will see amazon.com as a blocked site with the listed reason as shopping.

Device Connection Issues Image3

Workaround

As our team prepares a permanent fix, we recommend you take one of two courses of action:

  1. You can change your content filter from the Kids setting to the Teenager  This will allow your device to resume access to amazon.com and the features required for your tablet.
  2. Alternatively, add com to your list of Approved sites. This will allow your device to connect to Amazon’s essential features while continuing to block other content from the Kids content filter. You may run into other sites that are blocked. Please add those to your Approved list as they appear under the Protected tab.

I cannot find Premium WiFi powered by Plume WiFi network name in WiFi network list on my device.

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 WiFi network name.

If you still don’t find the Network SSID, try adding the SSID manually through WiFi settings on the device.

Premium WiFi powered by Plume currently does not support hiding it’s SSID.

My device is only compatible with 2.4 GHz networks

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

The Vast majority of these devices will connect to Premium WiFi without issue. However, since Network SSIDs broadcast on both 2.4 GHz and 5 GHz simultaneously, you may run into a situation where some of these devices are unable to join your network because of their simplified WiFi implementation.

Workarounds

  1. Force
    1. We may be able to force your mobile device to connect on 2.4 GHz temporarily, so you can complete the IoT device setup.
    2. Depending on how many of these devices you intend to connect, the process may take a bit of time and cannot be completed over email.
  2. Use a 2.4 GHz only mobile device to run the device’s App and complete setup.
    1. Since your mobile device is connected on 2.4 GHz, this can sometimes allow the App to continue with the setup process.
    2. Once setup, you can usually continue to operate the device using your regular mobile.
  3. Android users can force the mobile to connect on 2.4 GHz and once connected on 2.4 GHz, you setup the device. Some examples of devices that this method works for are: Etekcity Smart WiFi Plug, TP-Link Smart WiFi Plug Slim, Eques Elf, WyzeCam. There are two ways to force your Android to connect on 2.4 GHz, which depends on the version of Android OS you are using.
    1. Method 1(Android 6.0.1 and earlier)
      1. Open your Android device’s settings menu.
      2. Tap WiFi then the three dots in the upper-right corner.
      3. Tap AdvancedWiFi frequency band.
      4. Select the desired radio band.
      5. Once connected on 2.4 GHz, use the App to setup your smart device.
      6. Switch your Android back 5 GHz
    2. Method 2 (Android 7 or higher)
      1. Download and install Wifi Analyzer by Farproc and the Wifi Connector Library (both free) on your Android device
      2. Forget your Premium WiFi network on your Android device
      3. Open Wifi Analyzer and swipe right until you get to the AP List page.
      4. You will see several pods broadcasting on different bands
      5. Long-press on the strongest one broadcasting on a 2.4 GHz channel (1,6,11) and choose
      6. Enter the WiFi password and your phone will now be connected on 2.4 GHz
      7. Use the smart device App to setup your smart device.
      8. Once the device is connected, forget the network on your Android device and set it up again using the normal method.
  4. Connect an old wireless router or access point to your network.
    1. Once the router/access point is connected, set it up to broadcast a completely new SSID on 2.4 GHz only. A new SSID is recommended so that your other devices using Premium WiFi will attempt to connect to it.
    2. Disable the 5 GHz radio on the router/access point, if possible, to limit the interference with your network.
    3. Connect your devices to the new SSID.
  5. Move your mobile far enough away from the network so that it connects on 2.4 Ghz.
    1. Once your mobile is connected on 2.4 Ghz, the device’s app may now allow you to complete the setup process, although this should only be considered as the last option.

Why does my Ring© doorbell disconnect?

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.

Why can guests see my AppleTV and Chromecast?

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 WiFi.

Visible Multicast and WiFi Direct devices

Users provide with Guest or Internet Only access, will still be able to see broadcast and multicast traffic from other devices connected to the same pod. This means that your guests may see Home devices (typically through AirPlay or mDNS/ChromeCast), though they will be unable to communicate directly with them.

Cloud-managed devices

Devices that are cloud-controlled (such as Nest Cams and Ring Doorbells) will continue to be accessible by their respective smartphone apps and credentials, even if the Guest Access zone does not permit direct LAN communication to the devices.