Plume Home app onboarding issue

Incident Report for US Production Cloud

Investigating

We have identified an issue that prevents end users from completing onboarding with the Plume Home app, and we are working on a solution.

During the “Name your network” step, the user will be presented with an “Illegal input” error when they submit any SSID and password combination and are unable to progress beyond this point. Closing and relaunching the app results in a “WiFi Network already exists for this location” error.

Although the network will be successfully created, the users will not be able to progress beyond this point unless onboarding is completed using Frontline.

This issue is limited to Plume Home users onboarding with devices on older firmware versions.

Posted Aug 27, 2025 - 23:18 UTC

This incident affects: Onboarding services network connectivity (Onboarding - Subscriber cloud controller).