If you run into issues at any stage, please open a support case using this link. We guarantee we'll respond in less than 24 hours.

Known issues 

• If you are setting up with a Google Wi-Fi mesh network, please see Google Wi-Fi Mesh with Gold.
• If you encounter any issues with Bluetooth codes and Android devices, please email us at help@firewalla.com. (e.g., Android S10, Samsung Galaxy Z Fold 4)
• If you have Eero and are doing Ethernet backhaul with Firewalla Gold, please see this article.

Quick Checklist

• Please make sure you have the latest Firewalla App installed, and stay close to the Gold box during the pairing process. 
   
• Reboot the modem/router before installing Gold in Router mode. Some service providers may require this when using a new router. 
   
• Make sure the Ethernet cable is securely plugged into Port 4, and the lights on Port 4 are on.
• Make sure your mobile phone has internet access during pairing. If you are setting up the Gold in router mode and the phone is still connected to Wi-Fi, switch to cellular mode. 
   
• If your Gold is connected to an upstream router, make sure to turn on the DHCP function on your router. Otherwise, Gold may not be able to get its IP Address from it. 
   
• Please make sure you use the right Ethernet Cable for the Gold.  If you have a gigabit connection, you will need a CAT 5E or better Ethernet cable. 
• If your Gold (Original, Rev B, Plus, or Pro) is beeping, and you are not flashing the unit or powering it on manually, double-check the power supply and make sure it is properly connected and supplying the necessary power needed.

Common Issues

1. Firewalla not Found

2. Can't scan the QR code

3. Setup Failed 

4. Can't get IPv6 Address

1. Firewalla not Found: 

Model: Gold Original, Gold Rev B, Gold Plus

Check Connections:

• Check if the Power Button LED light is ON (Blue). If not, press the power button to turn on the Box. 
• Make sure the power brick and AC cable are securely connected. 
• Make sure the Red Security Dongle is plugged into Gold's USB Port.

Check Bluetooth:

• Power cycle the unit and wait for a beep sound after booting. 
• Make sure the Firewalla App has Bluetooth permissions. Go to Settings -> find Firewalla App, then allow Firewalla to Access Bluetooth. 

Model: Gold SE

Check Connections:

• Check if the status light is blinking blue. If yes, it means the system is still booting up. If not, make sure the power cable is securely connected to the power port and the power adapter is securely plugged into an outlet.  
• Make sure the red Security Dongle is plugged into Gold's USB Port. 

Check Bluetooth:

• Make sure the Firewalla App has Bluetooth permissions. Go to Settings -> find Firewalla App, then allow Firewalla to Access Bluetooth. 

You can refer to the status light next to Ethernet Port #1 to understand the status of the box. 

Model: Gold Pro

Check Connections:

• Check the status light. The sequence of the lights when booting up is: 
  • Solid Red -> Solid Blue -> Blinking Blue, then the box should be ready for pairing.
• Make sure the power brick and AC cable are securely connected. 
• Make sure the Red Security Dongle is plugged into Gold Pro's USB Port.

Check Bluetooth:

• Power cycle the unit and wait for a beep sound after booting. 
• Make sure the Firewalla App has Bluetooth permissions. Go to Settings -> find Firewalla App, then allow Firewalla to Access Bluetooth. 

You can refer to the status light next to the HDMI port to understand the status of the box. 

Self-Diagnostic Page:

If you have done all the checks above but the Firewalla app still can’t find the box, open a browser on your phone or computer and type https://diag.firewalla.com/ in the address bar. Make sure the Firewalla box and the device used are on the same network.

If you don't see the box under "My Box", the box is not connected to the internet. Check if the Firewalla box can be found on your router.

If the box is shown under "My Box", and the pairing status is:

• Pairing Expired: Reboot your box to activate the Bluetooth pairing service.
• Ready for Pairing: Make sure the Firewalla App has access to "Bluetooth" and "Local Network" in system Settings. 

2. Can't scan the QR code

• Make sure the Firewalla App has permission to access the Camera. Go to Settings -> find Firewalla App, then allow Firewalla to access the camera. 
• If you've paired the Gold with another phone before, the QR code can also be found in the Firewalla App -> Settings -> About -> License. 
• Firewalla App may accidentally pick up the wrong code (serial code) next to the QR code; Use your finger to cover up the serial code before scanning. 

3. Setup Failed 

Check Connections:

• Make sure the Ethernet cable is securely connected on both ends.
• Make sure the Ethernet lights of Port 4 are ON. 
• Make sure your network cable is rated CAT 5E or better, and it is securely connected to the Ethernet ports.
• When working with a modem/router in bridge mode, remember to have Firewalla connected to the LAN port of your modem/router. When the modem is in bridge mode, only one device can connect to the ISP.
• Open the self-diagnostic page https://diag.firewalla.com/ in a browser on your phone or computer on the same network that your box is connected to. Make sure your local network can pass all tests in the "Services used by Firewalla" section. These services are required for the Firewalla box to function.  

If you are setting up Gold as your main Router:

Some ISPs may require additional setup: 

• Username/Password: Select PPPoE when asked to choose a connection type. 
• MTU/MRU (PPPoE), Server Name (PPPoE), Vendor Class Identifier(for DHCP), etc. Tap on Advanced Setup under the corresponding connection type, and fill in the info. 
• Triple-play Services: Please see this guide: Triple Play VLAN.
• If your ISP requires a login/authentication on their website to get internet access, please follow this guide.

If your ISP requires a Registered MAC address:

Solution 1: Use a pre-registered MAC address to bypass the “locking”.

1. Tap on Manual Setup -> Scroll down to locate MAC Address.
2. Type in a registered MAC address (for example, the WAN MAC address of your old router).
3. Tap Next to finish the setup process.  

Solution 2 (Beta): Register the MAC address of the WAN Port (Ethernet Port 4) with your ISP.

1. Before starting the setup process, tap the top-right icon (App settings) on the App main page.
2. Scroll down to locate Hardware Troubleshooting.
3. Make sure Bluetooth is enabled on your phone, and stay close to the Gold.
4. Tap the Box -> Scan the QR code on the bottom of your Gold.
5. Note down the Port 4 MAC -> Register the MAC address with your ISP to get internet access.

Both solutions work without pairing.

If you are adding Gold to the existing network (Simple Mode/DHCP Mode ): 

• Please note that support for Simple mode and DHCP mode may be reduced soon. We highly recommend using Bridge or Router mode.
• Make sure your phone is connected to the same Wi-Fi network as your Firewalla Gold.
• Log in to the admin portal of your router/modem and make sure the existing firewall doesn't block outside connections from Firewalla.  
• Double-check and see if you have any security software or anything like a VPN running on your mobile phone, such as Lookout, Airwatch, MobileIron...  Please temporarily turn them off.

4.  Can't get IPv6 Address

• If your network supports IPv6 and your Gold hasn't gotten an IPv6 address after setup, please reboot your modem/gateway. 

Reset Gold to Factory Default

If all steps above don't work, and the App still reports Setup Failed or Pairing Time out, the best way is to manually reset the box.

• Reset to factory default via the app: How to Reset Firewalla Box? - Reset Gold
• If the App can't find your Gold in the step above, the final option is to reflash the image. Please follow the right guide for your Gold model:
  • Gold Original, Gold Rev B, and Gold Plus: How to Flash Installer Image - Gold
  • Gold SE: How to Flash Installer Image - Gold SE
  • Gold Pro: How to Flash Installer Image 

In case the internet is down, you can also debug the problem by standing close to the Firewalla Gold: How to access the Box if internet connectivity is lost.