Firewalla Offline

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    Saurabh Shah

    Rebooted the router to get the internet back. Seeing if this was purely a router issue.

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    Saurabh Shah

    Firewalla came back online after the router reboot

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    Firewalla

    Saurabh, what kind of router do you have?  would like to make a note of it.  When this happens, it is likely to be firewalla is triggering a bug in the router.  So far we only aware of one of the old 2-wire routers that ATT uses has this 'feature'.   If this happens, DHCP mode is probably the only solution. 

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    Saurabh Shah

    Netgear Nighthawk X4 R7500

    When I signed up for early view/beta, it looked like you already knew that simple Mode would not be supported in this router (at first?).  So I somewhat knew that I would need to set it to DHCP mode.  The odd thing is that Monitoring was set to disabled so I don't know what you make of that.  

    I'm switching to DHCP mode today.  We'll see if I run into any more issues.

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    Firewalla

    The installation should detect the X4 will not work Simple mode and automatically recommend DHCP mode.  If not, let us know.  The issue with X4 is the ASIC inside was set into some strange mode that doesn't like the way we do things. 

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    Saurabh Shah

    It did recommend DHCP Mode.  Last night I did not have time to turn DHCP off on the router so I set monitoring to ON but monitoring mode to disabled.  It's working for the moment.

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    Saurabh Shah

    So it looks like it went offline due to some weird interaction with the router.  I came back this evening and the 2.4G networks had been knocked out.  Rebooting the router got everything working again but my router has never been this flakey.  Let me know if there is any more info I can provide.  Will check to see if everything is ok in the morning.

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    Firewalla

    Please make sure you are using DHCP mode.  The Simple mode will knock out the connection between your ethernet and wireless side. The X4 is a pretty good router, it is more powerful than many of the later generation ones.  Only the compatibility is an issue, but DHCP mode should work like a charm.  (Our reference DHCP mode platform is that router). 

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    Saurabh Shah

    It was definitely in dhcp mode, not simple mode. I can see the dhcp devices moving over to the new network. What version if the X4 are you using?  I have the first generation (unofficial v1 as its not marked that way). The later versions used slightly different chipsets. 

    Things look stable this morning except for one fixed it device. It won't connect any longer.  I have port forwarding rules in place on the X4. Do you manage those now?  The old VPN no longer works as well. 

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    Firewalla

    If you port forward, I'd suggest leaving that device outside of DHCP mode.    It won't work too well in DHCP mode.    Is your old vpn runs inside the router?

    The X4 we use is a Qualcomm chip one.   And only that particular chip has the problem.  (I think the same chip is used by Synology router as well)

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    Saurabh Shah

    Ok, so I was present when it happened.

    At around 2pm EST, Firewalla went offline.  In reality the router was knocked off the internet. 

    Here is my current setup:

    Router: Nighthawk X4 R7500
    Firmware:  V1.0.0.110  just updated it to V1.0.0.118
    Firwalla is plugged into the USB port of the router for power
    Firewalla is in DHCP mode

    When it went Offline (meaning it kicked the router off the internet) the night before last, it was in Disabled Mode (not Simple or DHCP). It was also plugged in to its own power.

    When it went Offline today, it is in DHCP mode and is plugged into the router power USB port.

    In both cases Firewalla is not offline, but simply can't connect to the internet.  When this happens it seems to also stop issuing DHCP addresses because the networks are visible and I can connect to them, I just don't get an address to completed to connection.  I don't know if this is part of the bug or the default behavior.  If its default, you may want to change that so devices can continue to get on the network even if they can't get to the internet. It would make accessing the routers easier.

    Also, the router is able to connect to the internet because I ran a speed test from the router firmware without any issues.  It seems devices connected to the router cannot connect.  I tried connecting my Mac to the router via ethernet with a fixed IP and DNS.  I could get to the router just not to the outside world.

    I've updated the router firmware to the latest.  Let me know if I'm testing with the same version you are.   Hopefully it addresses some of the issues. 

    I'll move the port issue to another thread

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    Saurabh Shah

    Port issues mosty resolved.  All but maybe one not firewalla related.

     

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    Firewalla

    Will let you know my version once I am out from the Orbi tests.   Try connecting the power of Firewalla to its own adapter.  One problem I see that may be happening is the X4 may not have enough juice for Firewalla, which cause it to go bye bye.  Normally, when in DHCP mode, Firewalla is just like a PC ... which won't kill a router.  

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    Saurabh Shah

    Things seem stable today.  No issues since the firmware upgrade.

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    Firewalla

    Great!  enjoy the service

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    Saurabh Shah

    Happened again this morning. Internet was down as was Firewalla. Had reboot both the router and Firewalla.

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    Saurabh Shah

    Checked the logs and it was tracking request through to the point of reboot this morning. So i don’t know when it actually went down.

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    Firewalla

    Saurabh, created a ticket, for this.  We may need to come in and take a look

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    Saurabh Shah

    Ok, thanks. Let me know when is good for you to coordinate.

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    Saurabh Shah

    Guys, just following up on this.  I've sent you email providing the access key for remote access.  Sent a few followup emails to see if you had everything you needed, and update/reboot of the firewalla software turned off access.  

    1. I'm not seeing any responses to the emails I've sent.  There is nothing is spam.  You're main domain certificate comes up as insecure and i'm wondering if my domain is rejecting emails due to that issue.
    2. I'm not seeing firewalla offline in the mornings but I'm still seeing weirdness.  Devices can connect to the wireless network or when they do can't connect to the internet via firewalla.  I usually have to reboot the router to get things going again.
    3. The weirdness is sometimes device specific.  My laptops works fine while my iphone cant access the internet on the 2.4G network but can access the internet fine on the 5G network.
    4. Just want to clarify that these issues popup on all wireless routers and networks, the difference is I usually have to reboot my router about once every 3 to 6 months when one of these issues crops up.

    Just checking to see if you have any updates on this.

    Thanks,

    Saurabh

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    Firewalla

    Saurabh, we have not received anything on the ticket that was originally created.  Can you let us know where you send the email?  the email should be help@firewalla.com, and it is really a ticket system from Zendesk.    If you can, please send again.

    As the problems need to take a look.  Routers are software as well, it is likely with Firewalla, the bug in the router get triggered more.  Send us a note at help@firewalla.com, we will help you to work out.  

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    Saurabh Shah

    Thanks for the response.  I used the Settings>Help & Support>Send us email feature in the app since it prefills a bunch of useful info.  Not sure why that's not working.  Will try again.

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