Previous devices no longer can access the Internet

Comments

8 comments

  • Avatar
    Firewalla

    George, it is a bug.  We will fix in the next version.  As a work around, go to settings (the top gear), "Advanced mode", then reboot.    It will fix the problem. 

  • Avatar
    George Wilhelm

    That was my guess based on what I’d observed. Thanks for the prompt reply!

  • Avatar
    George Wilhelm

    Now that I think of it...  Reboot, or reset?  I unplugged the firewalla to try and troubleshoot and Internet access was restored to the two devices with issues.  When I plugged it back in (and the problem returned) wasn't that the equivalent of a reboot?

  • Avatar
    Firewalla

    George depends on what you have unplugged.  If it is ethernet cable, then it is not a reset.  But if it is power, then yes, it will be more than a reboot would do.  If you still have troubles, I would go into the app and tap on devices, and see if you get the devices there, and if they have 'Internet blocked" or "monitor mode".   Let us know.  If still not working, we will open a case and have our engineers look at the box after you give us support permission.

  • Avatar
    George Wilhelm

    I actually pulled both the Ethernet and the power (when you hear hoofbeats, think reset), so it must have gotten a reset as well.  I had also previously looked in the devices 'tab'.  The Roku was still there in the devices list but the laptop was gone. For now, I have the firewalla disconnected because my gf has some work to do.  I'll try to put it back on line later and see if the problem goes away or recurs again.  If so, I will happily grant access.

    To repeat, I'm pretty sure the firewalla device got reset but did not resolve the issue.

  • Avatar
    Firewalla

    George, I have created a ticket for this issue.  If you still have problems when you try next time, you can tap into devices and tap on "Monitoring" change it to "Monitoring Off".  Firewalla will not touch those devices.   If the problem persists,  follow https://help.firewalla.com/hc/en-us/articles/115004705654-Tutorial-Support  and send the requested information via the ticket.

    If you can let us know what router/ brand/model you are using would be helpful as well.

  • Avatar
    George Wilhelm

    So here's the update.  The firewalla was disconnected for quite some time.  When I got the chance to power it back up, both the Roku and the laptop that previously had problems came back with Internet access and were also again then shown in the Devices tab, with Monitoring On.  

    I know I had tried this previously.  Maybe I didn't wait long enough?  I am using an Apple Airport Express.  To date, this is the only real issue I've had with the firewalla.

  • Avatar
    Firewalla

    George, not sure at the moment.  But glad you are working!  Happy new year!

    We can look at the device if you want, for that need you to send the information in that ticket.   We can't access anything on the box without those keys. 

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