Entire Plume Network is Offline

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

  1. Check the LED on the offline pod(s). When it is first plugged in it should come on and then start pulsing slowly as it looks to establish a connection to the network. Click here to view the Plume Pod LED guide.
    • If it does not, confirm the outlet has power. 
    • If it is blinking rapidly, there is an issue with the boot loader and needs to be replaced.
  2. Unplug the modem from power for at least 30 seconds (if applicable). If your home has a modem installed, it will be a thin black or white box that says "Zhone" somewhere on it.  
  3. Unplug the Gateway pod from power and unplug anything connected to it by Ethernet.
  4. Check the Ethernet cable for damage, including the RJ45 connectors at each end. If possible swap Ethernet cables with one that has been confirmed to be working.
    Note: CDELightband uses CAT5 Ethernet cables, and are unable to certify the connection using other types of Ethernet cables (CAT6, CAT8, etc.)
  5. Plug the Ethernet cables back into Gateway pod and into the modem. Plug the Gateway pod back into power.
  6. Plug the modem back into power and wait until the modem is fully restarted and its LEDs indicate there is an internet connection. 
  7. Wait at least 2 minutes until Gateway pod's LED stops blinking. If after 2 minutes, the LED continues to blink please contact Tech Support.

Single or a few Pods are offline

  1. The Pod is unplugged or is not receiving any power.
    • 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.  
    • If the outlet is switched, make sure no one else is turning it off by accident.
    • 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 Tech Support.

  2. The pod is too far away from any other connected pod.
    • 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. 
    • 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. 
    • Use the pod health indicator to check signal quality. Poor signal is often a reason for pods intermittently going offline.  
    • If it is a range issue add another pod to your Plume network.

  3. There may be an unusual issue preventing your pod from connecting to the rest of the network. Contact Tech Support for further assistance. 

  4. If there is no reason the pod cannot connect by wireless to another pod, the pod may defective. Please contact Tech Support to confirm and if needed, process a replacement. 

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Contact CDE Technical Support at 931-648-8151