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Stuck at "exchanging keys for app access"

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Sjih86

I did a reset and reflash, verified MD5 of the flash as well beforehand. Now setup is stuck at "exchanging keys for app access". I have the logs too, if someone from the Firewalla team wants to take a look.

Please help!

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    Firewalla

    Do you happen to notice the status LED color? I also created a ticket so we can follow up and get some logs

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    Firewalla

    Which firewalla unit were you pairing? there are many quick diagnostics you can look at https://firewalla.com/pages/install2 and you can find the corresponding diagnostics page in the installation guide

    The most common issues

    1. You need to reboot your modem before pairing

    2. Your phone need internet (you can go to LTE/WiFi)

     

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    Sjih86

    Hi, thanks!

    Pairing a purple.. I rebooted modem before pairing and phone had internet.

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    KW

    Hi,

    Can advise on how this issue got resolved? I'm having the same problem and the status LED color is blinking blue.

    Regards

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    Firewalla Team

    How does the status light change if you power cycle the unit?
    When does it blink blue? after power on or during flash? Blinking blue sometimes suggests a normal status for example, booting, app communication, or a flashing image. You can find light references in guides:

    Firewalla Purple/Purple SE Installation Guide

    Resetting Firewalla Purple/Purple SE

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    KW

    Hi,

    I've reset the box and re-initiated the install. It is still stuck in "Exchanging keys for app access". In fact, it has been stuck in this phase for more than 40 mins.

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    KW

    Hi,

    I've attempted again to re-init again. Still stuck in "Exchanging keys for app access..." for more than 3 hours.

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    Firewalla

    Check these two things

    1. Make sure your iphone has internet access.

    2. Make sure you have rebooted your modem/router before the firewalla. (WAN)

    (and make sure you pair with the unit within first 10 min after booting)

    If you did all of this, please let me know, I can create a case for you

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    KW
    Hi,
     
    I came across the below link and realized that my two Purple boxes could have the same issue
     
     
    One of the boxes I encountered "Internet Unavailable" while trying to setup as a new router and it wasn't able to obtain the DHCP address.
     
    The second box was stuck at "Exchanging keys with apps..." for the longest time.
     
    However, I noticed if I set both up in simple mode (as IDS) using the LAN port, the setup went through successfully.
     
    Does this mean the WAN port is suspect?
     
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    Firewalla

    I see your purple unit was made in 2023, so it is unlikely you have any WAN issues. But to be sure, I have created a ticket for you. 

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