Troubleshooting Guide: Firewalla Box Is Unreachable via App

Firewalla App can communicate with box via 1) internet, 2) local network, and 3) bluetooth. 

When you see “Firewalla box is unreachable" error on Firewalla App, it means App can't talk to the box via internet/local network/bluetooth. If Firewalla App can talk to the box via any of the 3 ways, the “unreachable error” should go away. 

Before troubleshooting: 

• Turn off VPN/AD guard/ other 3rd party DNS service on your phone to keep environment clean.

Verify if box has internet

• Check box status via Status Lights Definitions (When Booting up/Running). Some box models will tell directly if the box has internet via status light.
• If status light doesn’t reveal the internet state, check if box’s downstream devices have internet.
• For remote user, if you have VPN server enabled, you can try to VPN back to Firewalla box. If VPN connection is unsuccessful, the box likely has no internet. If successful, the box has internet connection. 

Scenario 1: Firewalla Box has internet

• Open diag.firewalla.com on your phone to see if essential Firewalla sites are blocked under “Services Used by Firewalla -> Basic Functions”.
  • Open when your phone is connected to local network -> it tests whether Firewalla box has access to essential sites.
  • When phone is on LTE/public network -> it tests whether your phone’s own network has blocked Firewalla
• Connect your phone to Firewalla’s local network, see if App will connect
• Turn on bluetooth on your phone, stand close to Firewalla box to connect, see if App will connect
• Switch to LTE or public WiFis to see if any difference
• If exhausted above methods, share results from above while sending  App logs:
  • app home screen > '...' icon (top right) > app Settings > scroll down to "Show Logs" > send the log to help@firewalla.com 

Scenario 2: Firewalla Box doesn’t have internet

• Try to connect to the box via local network or bluetooth (can test simultaneously).
  • Connect your phone to Firewalla’s local network, see if App will connect
  • Turn on bluetooth on your phone, stand close to Firewalla box to connect, see if App will connect
• If both can’t connect, power cycle box, observe box status light to see if it boots up correctly: Status Lights Definitions (When Booting up/Running)

Scenario 2.1: If box boots up correctly and has internet

Follow Scenario 1: Firewalla Box has internet to continue.

Scenario 2.2: If box boots up correctly but doesn't internet

• Run Network Diagnostics via bluetooth or local network to understand if box can get an IP from upstream, or do ping tests failed cause network down
• Follow Physical Layer Checks to check hardware connection
• Use a different Firewalla port for WAN to eliminate bad port issue: Change the default Ethernet Port used for WAN connection
• Run App main page -> Scroll down to locate Hardware Troubleshooting -> Make sure the Bluetooth on your phone is turned on, stay close to Firewalla box -> Tap the Box -> Scan the QR code on the bottom of your box -> Share box log to help@firewalla.com with previous investigation results. 

Scenario 2.3 If box status is abnormal/ doesn't boot up

• Reach support via emailing help@firewalla.com with your observation and troubleshooting details.