We've noticed our users are having some trouble with Wi-Fi connection or opening the Test Stream function (and receiving Postcards).
Issues you might be experiencing:
- You might be able to pair the module via Wi-Fi, but the firmware update fails
- Your module is online, but you are unable to enter the live stream
- Birds are regularly visiting, and the Birdbuddy is “taking postcards” but not sending any postcards
What's the Problem?
There's a little hiccup with a particular feature in the Wi-Fi service. Although we're working hard to fix it, the main cause of the issue is with another company named Plume. We are in touch with them, and the more people report directly to them, the quicker they'll fix it.
How Do I Fix It?
On your phone or tablet, open the app that controls your Wi-Fi. This app is likely called Plume Home (former HomePass), but could also have another name given by your internet company (Known companies that use mobile apps developed by Plume are: Cogeco, GCI, Fidium, Breezline, and many others).
Step 1: Change a setting in your Wi-Fi app
OPTION 1:
Open the Plume Home app (formerly HomePass, name of the app varies between internet providers!), and follow these steps:
- Open the Settings page and tap on the Privacy tile.
- Turn the Data Access toggle OFF.
- Tap Confirm in the pop-up dialog box.
OPTION 2:
If your clone of the Plume Home app still has the Guard icon in the menu section, follow these steps:
- Click the Guard icon
-
Turn "Privacy mode" ON and press Done
OPTION 3:
If your internet service provider does not offer a mobile app or these features aren't accessible in their app, please ask them to turn off all Plume Guard/Security features (Advanced IoT protection, etc.). This does not disable your router's protection, just additional services Plume offers.
Step 2: Reconnect the Birdbuddy
Once the setting has been changed, reconnect your Birdbuddy by following these steps:
-
Perform a factory reset by pressing and holding the button on your device (video attached).
You’ll first see a solid red light, which will then start blinking. Keep holding the button until the blinking stops, and you see a solid red light again. When you do, release the button; otherwise, you'll turn the camera off. - Wait for the blinking blue light. If there is none, try the reset again.
- Open Bluetooth settings, and if you see BUDDY, remove it by pressing "Forget This Device."
Do not pair in your Bluetooth settings. Close them once you ensure BUDDY is not listed there.
→ Tips for Android users→ Tips for iOS users - Now you can connect your Birdbuddy!
Within the Birdbuddy app, go to Cameras, click on Add a Birdbuddy, and follow the in-app pairing steps.
Once you do so, the live stream should be working.
Still Having Trouble?
If turning on "Privacy Mode" doesn't help, start a chat on the bottom right of our website or from the Help & Support section on our app, and we'll guide you further. Please let us know as much about your network as you can (ISP, router brand/model, firewalls, VPN services), and we will do our best to assist.
Additional Information:
The issue might be affecting users who have newer models of Wi-Fi devices. Also, if you're using an app to control your Wi-Fi that's not named "HomePass", the steps above should still help. Some of these other apps might be named "Quantum Fiber 360 Wi-Fi", "AK-Fi Home from GCI", "WorkPass by Plume", depending on your internet service provider. Just look for the Privacy tile or the Guard section.
Some of the devices are experiencing issues:
- Plume Home (former HomePass) by Plume®
- Quantum Fiber 360 WiFi
- AK•FI Home from GCI
- WorkPass by Plume
- Fidium Attune@Work™ WiFi
- WiFi Your Way™ Home
- Liberty WoW-Fi
- Fidium Attune™ WiFi
- WiFi Your Way™ for Business
- Cogeco WiFi
- TIGO wifi+
- Liberty Business WOWfi
- Midco Wi-Fi
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