POD Connection and Performance Issues – Premium WiFi Powered by Plume

SuperPods not coming online – ASUS AiProtection

Issue Description: SuperPods are not connecting to the 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 incorrectly as part of a spoofing vulnerability by the ASUS AiProtection Dual-Way IPS Protection, which blocks the device from connecting to the cloud. ASUS’s Security Interface will show something similar to the following:

2020-02-01 19:36:12, M, Device Infected, 192.168.50.140, SERIAL_NUMBER_Pod_900200700, FILE Microsoft Windows CryptoAPI Spoofing Vulnerability -2 (CVE-2020-0601)

2020-02-01 19:36:08, M, Device Infected, 192.168.50.54, SERIAL_NUMBER_Pod_900203800, FILE Microsoft Windows CryptoAPI Spoofing Vulnerability -2 (CVE-2020-0601)

2020-02-01 19:36:03, M, Device Infected, 192.168.50.141, SERIAL_NUMBER_Pod_900203800, FILE Microsoft Windows CryptoAPI Spoofing Vulnerability -2 (CVE-2020-0601)

https://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2020-0601

Solution: AiProtection stays in sync with Trend Micro’s cloud database to get the latest signatures for the Intrusion Prevention System, including:  Malicious Site Blocking, Infected Device Detection, and Blocking, and Content Filter features.

In order to fix this issue, Trend micro launched the Signature Version 2.162 for ASUS Routers. In order to update the “Signature Version”, go to Asus Web Interface > Administration > Firmware Update, Check for Signature Version 2.162 or above.

I received an alert that my pods are placed too far apart

POD Connection Image1

If you have received a notification that your pods are placed too far apart, simply move them closer together to help improve your network’s performance! We recommend placing Pods 30-40 feet apart. Note that if you have particularly thick walls (brick, concrete, or large amounts of metal) or furniture blocking a pod, you may need to reduce these distances.

POD Connection Image2

After rearranging your pod[s], your network should begin to optimize and establish improved connections. Optimizations may take a few minutes to complete. Once finished, you can check your Plume app to see if your pod’s health has improved! You can also try running a speed test from your device to see the latest results.

If you received this notification, but haven’t noticed any issues with performance, you may not need to take any action. Many devices, especially IoT devices such as thermostats, smart plugs and lights don’t require much bandwidth to operate.

Why are my Pods offline?

There are many possible reasons why one or more of your pods would appear disconnected or offline.

Entire Premium WiFi Network is Offline

If you have received an alert stating your network is offline, follow these steps to bring it back up.

  • Unplug the modem from power for at least 30 seconds.
  • Unplug the Gateway pod from power and unplug anything connected to it by Ethernet.
  • Plug the Ethernet cables back into Gateway pod and into the modem. Plug the Gateway pod back into power.
  • Plug the modem back into power and wait until the modem is fully restarted and its LEDs indicate there is an internet connection.
  • Wait at least 2 minutes until Gateway pod’s LED stops blinking.
  • If the Gateway pod’s LED continues blinking and does not come back online, please contact support.

 Single or a few Pods are offline

  1. The Pod is unplugged or is not receiving any power.
    1. Check if the outlet has power by plugging in another Pod or any other appliance to confirm. When pods are first plugged in, the LED should always turn on solid briefly and then start to slowly pulse as it is trying to connect to the cloud. Once connected it will then turn off.
    2. If the outlet is switched, make sure no one else is turning it off by accident.
    3. If the outlet is okay and the pod’s LED does not come on at all when it is first plugged in, this indicates there is likely something wrong with the pod. Please contact Comporium Support.
  2. The pod is too far away from any other connected pod.
    1. When offline, the LED will be slowly pulsing as it tries to connect to the cloud, and will continue to do so if it cannot connect.
    2. Move the pod closer to another pod or in the same location as a known working pod. The pod should connect and the LED will turn off.
    3. Use the pod health indicator to check signal quality. Poor signal is often a reason for pods intermittently going offline.
    4. If it is a range issue add another pod to your Premium WiFi network.
  3. There may be an unusual issue preventing your pod from connecting to the rest of the network. Contact support for assistance.
  4. If there is no reason the pod cannot connect by wireless to another pod, the pod may defective. Please contact Comporium Support to confirm and if needed, process a replacement. The replacement is free of charge as long as the pod is still within the warranty period.

Will Premium WiFi powered by Plume continue to function when the Internet or Cloud is down?

Depending on your configuration, Premium WiFi services will continue to work in the event of an Internet or Cloud outage allowing you to continue accessing the local network.

Although the configuration is through the cloud, during the outage you will not be able to make any changes to the network.

Router Mode

  • While operating in Router Mode, your Premium WiFi network will continue to broadcast WiFi and your devices will continue to have local network access as long as the Gateway pod is still
  • Note: Avoid rebooting your Gateway Pod before confirming the Internet connection from your provider is restored. If the Gateway pod reboots and Internet has not been restored, it will not be able retrieve the network configuration from the cloud and will then not be able to configure the network and your devices will lose local network access.

Bridge Mode

  • While operating in Bridge Mode, your Premium WiFi network will continue to provide local network access for the next 10 minutes as long as your router’s DHCP server continues to function. After 10 minutes, your Gateway pod will reboot and if it cannot retrieve the configuration information from the cloud because the Internet is still down, it will not be able to configure the network and your devices will lose local network access.

What should I do if my pod is part of another household?

A pod must be deleted before being moved from one network to another. If you purchased the pods brand new, please contact Comporium Support for help.

What happens when one of the pods loses power or is unplugged?

If one of the pods happens to lose connection or is unplugged, the system will reconfigure itself or self-heal so you don’t lose WiFi connection. Another path will be formed using your other pods to maintain coverage and network health. When the pod is restored, it is automatically placed back into the network, and optimization will take place.

What to do when receiving poor ISP Speed Test results

Premium WiFi’s built-in ISP Speed Test measures the speed of the link from your Gateway pod to your Internet connection using Ookla’s speed test servers. If those results are not close to your Internet Connection’s advertised speed, these tests will help you find the cause.

Checking the Ethernet connection

The Ethernet connection between the Gateway pod should always be checked first if the ISP Speed Test results in a lower speed than 100 Mbps and the expected ISP download speed is greater than 125 Mbps.

  1. Make sure the Ethernet connection on the Gateway pod is secure and run the ISP Speed Test in the Plume app to get a baseline. If securing the connection fixes the issue, you can stop here.
  2. If the Gateway pod is plugged into a router or modem/router combo, switch the ports being used for the pod and run the ISP Speed Test from the app. If the results have improved and now match your expected speed, there may be an issue with the router.
  3. If a SuperPod is used as the Gateway pod, swap the Ethernet port on the SuperPod. Perform the ISP Speed Test again using the Plume app. If the results have improved, the port on the pod may have an issue. Contact Comporium support for next steps.
  4. There may be an issue with the Ethernet cable itself. Swap the Ethernet cable with a known working cable and run the ISP Speed Test again.
    • If the results did not improve, the issue is not the Ethernet connection and you should continue troubleshooting based on your network setup:
      • SuperPod is connected directly to the modem or Optical Network Terminal (ONT)
      • SuperPod is connected to a separate router
      • SuperPod is connected to a Comporium provided modem/router combo (Residential Gateway)

Premium WiFi powered by Plume is connected directly to the modem or Optical Network Terminal (ONT)

  1. Power-cycle your modem for 30 seconds while keeping the Gateway pod still attached to it via Ethernet. Run the ISP Speed Test in the Plume app once again to get a baseline. If this result is fine, the issue may have been a temporary slow down of your IInternet connection.
  2. Unplug the pod from the modem or ONT and plug in a laptop/computer via Ethernet. Wait until Premium WiFi has come online. You will need to Power-cycle the modem again.
  3. Open a web browser on the computer and go to https://comporium.speedtestcustom.com/.
  4. Leave server at the chosen default and click on GO to perform a speed test. Compare this to the result from the Plume app, which should be very similar.

Premium WiFi powered by Plume is connected to a separate router

  1. Disconnect all other Ethernet connected devices from the router.
  2. Run the ISP Speed Test in the Plume app once again to get a baseline. If this result matches your expected speeds, the issue may be that the device(s) previously connected directly to the router was using bandwidth during the automatic Premium WiFi ISP Speed Tests.
  3. Disconnect the router and plug the pod directly into the modem or ONT. The modem will need to be Power-cycled.
  4. Run the ISP Speed Test in the Plume app. If the results are good, the issue may be with the router.
    • If the results are still poor, the issue may be with your modem or Internet connection. Contact Comporium Support.

Premium WiFi powered by Plume is connected to a Comporium provided modem/router combo (Residential Gateway)

  1. Disconnect all other Ethernet connected devices from the modem/router.
  2. Run the ISP Speed Test in the Plume app once again to get a baseline. If this result is fine and matches your expected speeds, the issue may have been the device(s) previously connected directly to the modem/router was using bandwidth during the automatic Speed Tests.
  3. Plug in a laptop or another computer to the router via Ethernet.
  4. Open a web browser on the computer and go to https://comporium.speedtestcustom.com/.
  5. Leave server at the chosen default and click on GO to perform a speed test. Compare this to the result from the Plume app, which should be very similar.

 Router or modem/router issues that affect speed 

  • QoS settings – If you have QoS enabled, make sure that all pods or the ports they are using are set to the highest priority. This will also ensure that devices connected to Premium WiFi are properly prioritized too.
  • Firmware – Firmware on routers need to be updated on a regular basis. Check with Comporium for updates.
  • Security, other settings or defective equipment – Check with Comporium Support if there are any other settings that could be potentially slow down your pods or to confirm if the unit is no longer working properly.

Upstream devices using bandwidth

Premium WiFi will automatically run an ISP Speed every three hours if the network is idle. However, the activity of devices connected upstream from the Premium WiFi network like the devices directly connected to the router are not monitored. This means that the automatic ISP Speed Tests will run even while those upstream devices are using the internet and the speed test results will reflect this.

How can I fix poor pod connection issues?

If a pod displays “Poor health” and you are noticing an impact, there are a few steps you can take to improve its health:

Move pods closer to each other

  1. Remember that pods work as a team, so they want to be close enough to communicate with one another. Consider distances around 30′-40′ for SuperPods, which can still vary largely depending on the building materials used in your home.
  2. Homes with dense walls need pods closer together than those with lighter construction.
  3. Even moving a pod to an opposite wall in the same room can sometimes help create a stronger and more reliable connection for that pod.
  4. Place the pods on the inside walls of the home, to build a strong core network to improve performance.

Hardwire pods to your router or switch

If your home is wired and you have available ports that connect back to a switch or router,  hardwiring pods to those ports to other areas in your home will improve performance.

Keep Pods in the open and away from metallic objects

  1. Avoid metal or other reflective objects in between your pods.
  2. Avoid obstacles in the way of connecting pods (such as kitchen and laundry appliances, metallic piping, metallic waste bins, or large mirrors).
  3. No large furniture right in front of the pod.

Eliminate sources of interference

  1. Find sources of interference and eliminate them. Consumer electronics like baby monitors, cordless phones, video senders, microwaves, etc. will cause interference on the same channels used by your WiFi
  2. Ensure your old WiFi is turned off.
  3. Move your pods further away from sources of interference.

If an issue arises with the connection health of one of your pods, you will be notified through the App. Otherwise, you can view the connection health of a pod at any time by selecting any blank space of the App’s landing screen, followed by the pod you’d like to check.

My WiFi connection is slow.

Here’s what could be slowing you down:

  1. One or more pods are too far away from another pod.
    1. SuperPods should be no more than 30-feet from each other while.
    2. Ensure that you have a strong core network in your home, keeping pods in the center and not on exterior walls.
  2. Not enough pods are connected in your home.
    1. If your signal is constantly weak, this is an indicator.
    2. Contact Comporium to lease additional pods.
  3. One of your pods may be offline.
    1. Check if any of the LED of the pods is slowly pulsing, which means it is disconnected.
    2. You can go to the Plume App, select Settings on the menu and check the status of each Pod.
    3. If one or more Pods are offline, follow the steps described here to resolve the issue.
  4. Modem issues: Restart your modem to fix certain connection issues.
    1. Disconnect your modem’s power supply
    2. Wait 30 seconds
    3. Reconnect your modem to power
  5. Internet slowdown: Your Internet may be experiencing a service slowdown.
    1. These are usually temporary. You can contact Comporium to get more information.
  6. Make sure your old WiFi is disabled on your router.
  7. Multiple WiFi networks are running in your area.
    1. Try moving your Pods away from the outside walls to avoid the additional interference and promote a stronger core network.
  8. Look for interference from other sources such as: cordless phones, baby monitors, video senders, microwave ovens and other electronics.
    1. Many of these devices use the same bands as your WiFi and cause interference.