Please let us know your router model, and if you are using iOS/Android.
Firewalla has a built-in support function. This function helps us to remotely get into your box and help to diagnose the problem. We call this the 'remote support feature'.
This feature is default off, so without you give us a key, we can not look at what's going on.
During support, we may ask you to turn on this feature and send us the key.
Follow steps below:
1. Tap on the gear
2. Then tap on Help & Support
3. Tap on Remote Support
4. Turn Remote Support on and send the two numbers (Connection ID & Password) in the black circle to us. ( A screenshot may be easier)
After the support is over, please turn the button off. The password will be reset.