Don't panic, send an email to email@example.com, we will help you. But when you are waiting for a response from us, you can follow these self-help steps to see if the problem can be solved. Also, don't forget to send us what do you see when performing these steps, and it can provide us useful clues on what might be the root cause.
STEP0: Verify Firewalla is blocking
In simple mode, tap on devices, tap on the device you are having the problem, scroll down and turn monitor off. This essentially will tell firewalla to stop gather traffic for that device.
- Try to access the website again. If you still can't access it, the problem unlikely is with Firewalla. Feel free to send us an email firstname.lastname@example.org, we can help you to verify
- If you have access again, proceed to STEP 1
(In DHCP mode, you can do the same thing. The only difference is, you will have to rejoin the device to the network after monitoring is off)
STEP1: Turn off "Ad Block" and check if you can access the website or not
STEP2: Turn off "Family Protect" and check if you can access the website or not
STEP3: Check rule name, delete or pause any rule that may be the problem one, and check if you can access the website or not.
Firewalla blocks data at the IP layer, this is a very secure way of blocking, but ... due to how domains are mapped to IP addresses, it creates an ugly side effect. For example, It is fully possible when you block a website, it may also block all other domains using the same IP address. For example, shopping sites like Firewalla.com which is hosted on shoppify.com, when you block firewalla.com site, it will block likely 100k more shopping sites. This is the same for many google services.
(We are working on a newer solution to help this ... )
So please be careful with blocks, they are extremely dangerous if you don't know what you are doing. (and at the same time, very powerful to lock out bad things)
STEP4: Turn off "Active Protect" and check if you can access the website or not
As of last resort, you can always reset the policies in the system to remove all blocks. (this also reset VPN profile)
Settings->Advanced->Reset->Reset Policy Rules
Warning, this is last resort solution.