This guide will walk through the basic Firewalla Switch troubleshooting. If this guide does not help, please don't hesitate to email us at help@firewalla.com or use this link to create a support case, and our engineers will help you directly. 

• Using Firewalla Switch
  1. Network Loop Detected
• Reset Switch to Factory Default
  1. Reset from the App
  2. Reset via the Reset Button

Using Firewalla Switch

1. Network Loop Detected

A network loop happens when two ports end up connected in a way that creates a circle. This can slow down or possibly take down your network. Firewalla's STP (Spanning Tree Protocol) will automatically detect loops and block affected ports, so you stay protected and your network keeps running.

If Firewalla detects a network loop, the app will mark the affected port(s) in yellow with an exclamation mark. 

If you recently added or moved a cable, Switch, or device, start by unplugging your most recent change and tapping Check Again in the app. Otherwise, try checking your full cable setup:

1. Look at the affected port number(s) in the Firewalla App. Check the same physical port(s) on your Switch. 
2. Trace the physical cable from the affected port(s) to the other end.
3. Check whether both cable ends land on:
   1. The same Switch, or
   2. Two devices that are already connected in another way. (For example, an AP7 connected to Switch A, but also connected to Switch B, and Switch A and B are connected.)
4. If so, unplug one end.
5. Tap Check Again in the app and see if the banner is cleared.

If the banner keeps returning after you've checked your cabling, try replacing the cable connected to the affected port and see if that solves the issue.

Reset Switch to Factory Default

1. Reset from the App

1. Make sure the Switch is powered on and connected to the Firewalla Box.
2. Open the Firewalla app, go to your Firewalla's main screen, and tap the Network button -> Topology.
3. Tap the Switch you want to reset.
4. Scroll down to the bottom and tap Delete This Switch.
5. The Switch will be deleted from the box and reset to factory default.

Note: If the Switch is not connected to the Box, deleting it from the app won't reset it to factory default. You'll need to manually reset the Switch following the steps below: 

2. Reset via the Reset Button

Switch X

Switch SE

1. Make sure the Switch is powered on.
2. On the front of the Switch, use a pin to press the reset button for at least 10 seconds.
3. Wait for the reset to complete. It will reboot automatically and become ready for pairing.
4. Check the light status during reset:

1. After resetting using the reset button, delete the Switch from the app: 
   1. Firewalla Box's main screen -> Network -> Topology.
   2. Tap the Switch that you manually reset.
   3. Scroll down and tap Delete This Switch.