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Network Down Notifications

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Ian Gallagher
Hello. Question - I purchased two Firewalla blue plus, one for my network, and one that I manage remotely for my parents network (different physical location). I see my parent’s network went down the other day according to the ‘events’ log on the Firewalla app. But I wasn’t notified by a push notification. When I am off site and not on my parent’s network, should I be receiving a notification if their network goes down? I wasn’t sure how those notifications are pushed (via Bluetooth or LAN). I know that alarms are pushed regardless. But why not network down notifications, if that’s the case? Thank you!
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    Support Team

    It looks like there are some data sync issue that some cloud instances handling app notifications had incorrect state.

    We've fixed the issue. Should be good now.

     

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    Firewalla

    You should receive a "no longer contact or connect to xxx firewalla" alert. Check your push notifications. 

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    MetrologyGeek
    • Edited

    I have the same issue.  I have push notifications on.  I also have internet connectivity update set in alarms with "Send Both Alarm & Notification" in the alarm settings.  However, the way I found out my ISP/WAN was down yesterday was when I lost internet connection through my VPN.  I get that if the ISP is down, the box cannot send me a message that it is down.  However, it should be able to send me a notification when the app on my phone cannot connect to the box.  Either way, when the connection comes back, it should at least be able to send me a notification that it has been restored.  I got no notifications.  However, it IS shown in the events log that the outage occurred.  I had no log entries in the alarms area.  This tells me there may be a bug in the internet connectivity update alarm if the intended purpose is to notify on WAN/ISP connects/disconnects.

     

    Gold Plus

    Box Version 1.977

    App Version 1.56.81

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    Firewalla

    The firewalla cloud sends a alarm to your phone if it can't see your firewalla for a short duration (5 to 10 min). So, was your ISP down more than 5 min?

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    MetrologyGeek

    Yes, almost 30 minutes.  However, since I never received a notification it was back online, I was not able to use my VPN until I received a notification from the ISP almost two hours after they had fixed their issue.

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    Firewalla

    Do you know if your system was fully down? or just part of the network is down?

    Meaning, some sites may be up? or completely down?

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    MetrologyGeek
    • Edited

    Per the ISP, it was completely down.  I went to their outage site once I realized the issue was ISP related to put in a ticket.  They were already aware.

     

    Edited to add - I was not able to check in to the box through the app.  That was the first thing I tried when I lost my VPN.

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    Firewalla

    When the network was down, was your phone up and can receive notifications?

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    MetrologyGeek
    • Edited

    Yes, it was up and I was getting notifications from other apps and able to open the ISP's website through the browser to verify the ISP knew the internet was down.  Also, I do regularly get other notifications from Firewalla.  I also already checked the phones OS notification settings for the app and all are toggled on.  I already stated the internal Firewalla app settings in my original comment.  I know that I had received the notifications on previous box/app versions.  But it has been a while.  I thought I might have turned the notifications off inadvertently.  So, I was searching the help documents looking for how to turn on the internet connection notifications when I ran across this thread.

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    Firewalla

    We are looking now, likely something with the notification token on some devices. I will get back to you after we find anything. 

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    MetrologyGeek

    Thank you for the speedy feedback and fix!!

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