If at any stage you have problems, please feel free to open a support case using this link. We guarantee to respond in less than 24 hours.
Known issues
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If you are setting up the box in a Google WiFi mesh network, please take a look at this article: Google WiFi Mesh with Firewalla Gold/Purple
- Android S10 may have issues discovering the Firewalla Gold/Purple due to an issue with the Bluetooth code. If you encounter this problem, please send an email to help@firewalla.com
- If you have eero and doing ethernet backhaul with Firewalla Gold/Purple, please see this article
- There is a Bluetooth issue with SAMSUNG Galaxy Z Fold 4 that may cause unstable connections during installation. Please find the solutions here: https://www.getdroidtips.com/bluetooth-problem-samsung-z-fold-4-z-flip-4/
If the tips above don't work, as a workaround, please follow our manual pairing guide to set up the box.
Quick Checklist
- Please make sure you have the latest Firewalla App installed, and stay close to the Firewalla box during the pairing process.
- Reboot the modem/router before installing the Firewalla box in Router mode. Some service providers may require you to do this when using a new router.
- Make sure the ethernet cable is securely plugged into the WAN Port, and the link light on the WAN port is On.
- Make sure your mobile phone has internet access during pairing. If you are setting up the Firewalla in router mode, and the phone is still connected to WiFi, switch to cellular mode.
Some of our users reported that they are setting up a Firewalla box when there is no extra Wi-Fi and no cellular data available for their phones. Here is a workaround.
- Turn on the DHCP function on your router if you have turned it off before. Otherwise, the Firewalla box may not be able to get its IP Address from it.
- Please make sure you use the right Ethernet Cable for the Purple. If you have a gigabit connection, you will need a CAT 5E or better ethernet cable.
- Make sure No SD card is inserted into the SD card slot.
Status Light
You can refer to the STATUS light next to the USB port to understand the status of the box.
| Status Light | Status (While Running) |
| Blinking Blue | Booting Up |
| Fast Blinking Blue | Underlying App Communication |
| Solid Blue | No Ethernet Cable Plugged |
| Blinking Red | Network Down |
| Solid Red | System Error |
If you are reflashing the box, the light will indicate the process as follows.
| Status Light | Status (While Re-flashing) |
| Blinking Blue | Installing |
| Blinking Red | Verifying |
| Solid Red | Fail |
| Solid Blue | Success |
Common Issues
1. Firewalla not Found:
Check Connections:
- Make sure the Type-C cable is securely connected to the PWR port on the Firewalla box.
- Check if the status light on Firewalla Purple is blinking Blue. If yes, it means the system is booting up, please wait for a while.
- If the above doesn't work, try power cycle Firewalla Box.
Check Bluetooth:
- Make sure Firewalla App has permission to use Bluetooth, go to Settings -> find Firewalla App, Allow Firewalla to Access Bluetooth. If you are Android, you may also need to turn on the Location access for the Firewalla app in order to connect to Bluetooth.
- Use a paperclip to press the RESET button on the box for a second, then release it. This will bring up the Bluetooth on the Firewalla box manually.
- If the above doesn't work, try power cycle Firewalla Box.
2. Setup Failed
Check Connections:
- Make sure the Ethernet cable is securely connected on both ends.
- Make sure the ethernet lights of the WAN Port is ON.
- Make sure your network cable is rated CAT 5E or better. And they are securely connected to the ethernet ports.
If you are setting up Firewalla Purple 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:
- Register the MAC address of the WAN Port with your ISP.
Before starting the setup process, tap the top-right icon (App settings) on the App main page -> Scroll down to locate Hardware Troubleshooting -> Make sure the Bluetooth on your phone is turned on, stay close to the Purple -> Tap the Box -> Scan the QR code on the bottom of your Purple -> Note down the WAN Port MAC -> Register the MAC address with your ISP to get internet access.
If you are adding Purple to the existing network (Simple mode/DHCP mode):
- Make sure your router's LAN Port is connected to Firewalla Purple's LAN Port.
- Make sure your phone is connected to the same Wi-Fi network as your Firewalla Purple connects to.
- Login 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 VPN running on your mobile phone, such as Lookout, Airwatch, MobileIron... Please temporarily turn them off.
3. Can't get IPv6 Address
- If your network supports IPv6, and Purple is not getting the IPv6 address after setting up, please reboot your modem/gateway.
4. Setting up with Wi-Fi(Purple only)
- Firewall Purple does NOT support using a wireless WAN connection for the initial setup. If you'd like to take purple with you for traveling, please set it up with an ethernet cable first.
Here is a more detailed guide on how to set up purple for traveling.
Reset Purple 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.
Here is a detailed tutorial: How to Reset/Re-flash Firewalla Box? - Reset Purple
Comments
6 comments
You mention
Is that still correct?
Thanks!
@Alex
Thanks for pointing out. PPPoE + IPv6 is already supported. I've updated the doc.
There is a Bluetooth issue with SAMSUNGGalaxy Z Fold 4 that may cause unstable connections during installation. Please find the solutions here: https://www.getdroidtips.com/bluetooth-problem-samsung-z-fold-4-z-flip-4/
If the tips above don't work, as a workaround, please follow our manual pairing guide to set up the box.
why does the purple not have a reflash option via usb like the gold does since it has a usb slot? And why is the microsd that is the slot on the purple referred to throughout the document as just sd card when a regular sd card is a larger, older technology that I would imagine most people no longer have sitting around while usb is ubiquitous.
Hi,
Which wi-fi mesh routers work best with the firewalla purple?
I have the Google Wi-Fi but it seems I need to add an additional device I would rather just replace them and not need an additional switch.
Any router that has AP mode will work with the purple. (eero, orbi, velop ...)
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