Firewalla box suddenly Unreachable - green/yellow lights on solid, even when cycling power

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22 comments

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    Firewalla

    Hi, there are a few possibilities.  

    1. somehow the file system on the sd card got corrupted.   This can do the rescue:

    https://help.firewalla.com/hc/en-us/articles/115004796633-Flashing-Image  

    2. a faulty sd card, 

    3. a bad unit. 

    I'll open a case, since we may need some private info

     

     

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    Domenico Tanzarella

    It happened to me too: had to replace the sd card...

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    Firewalla

    @Domenico, will open a case and send you a new card.   Please put the old card in the prepaid envelope inside, we'd like to see if it is a software or just a bad card. 

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    Domenico Tanzarella

    Thanks!

    I have the card with me and I will happily send it back to you.

    This happened almost 2 months ago. As I have been very busy, i forgot to take care of it, until today.

     

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    Amie Huie

    I'm having the same issue with my unit as well. I've been trying to fit it since the beginning of April, but have not had any success

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    FutureLux Inc

    New flash card from Firewalla worked - thanks, Firewalla.  I’ll return my bad card to you for analysis.

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    Firewalla

    @Amie, a simple fix is to reflash the latest image.  If that doesn't work or you can't flash, send us a note help@firewalla.com, we will send you a new card.  To flash  https://help.firewalla.com/hc/en-us/articles/115004796633-Flashing-Image  

    We will ask you to send back the old card, we will do failure analysis and see if it is software or hardware problem.  And then improve our code or manufacturing test ... or scream at our SD card vendors. 

     

     

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    Fernando Limon

    this happens to me too a few weeks ago I believe it was a update that did that, solution was disconnect (power) a few hours/min what ever works for you reconnect power to let update finish if power is solid just repeat until is fix at least it works for me 

     

    First it disconnect and app fail then after first try I got the solid lights a few times after that the last time I let it alone and it seem the update was done or palatially done (if the OS is within the Firewalla is like Linux) it will update partially I may need to refresh image in the future but for now it works  

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    Firewalla

    The system is actually not that magical @Fernando.  The updates run pretty fast, there may be a tiny bit of risk if you pull power off during updates right at where the code writes a flag.   But with even that, the later boot should clear the problem.  

    Next time this happens, double check the ethernet cable and ensure the SD card is seated correctly.  

    And yes, the OS is linux, we run Ubuntu. 

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    Fernando Limon

    I notice the day after so I imagine the update was done if it is fast and I was using internet while waiting for Firewalla to respond and only did those steps next day after let it there all night so internet I had so maybe it just froze on me after a update or something ether way mine was fix for now and the anomaly was gone

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    Helena Choo

    Hi There! It happened to me as well I'm now flashing a new sd card to see if it works out fingers crossed.

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    Helena Choo

    I have tried the new card and instead of solid lights I now get a blinky green light only, no yellow light :-( Could this be a faulty box? It worked well thus far though.. any suggestion? Thank you!

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    Firewalla

    Helena, when you flash a new sd card, you will need to repair the box just as if got it the first time.  The right lights to look is the inside light, when that's steady blue/green (if you look from the vents), then you can bind to it. 

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    Helena Choo

    ah ha!! I reinstalled the app and started fresh. It worked! Thank you!! pls let me know if you want me to send the faulty sd card! cheers!! 

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    Firewalla

    Helena, will open a case for that

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    Wim Wijkmans

    Hi, 

    Same issue here. Firewalla suddenly unreachable, green and yellow leds steadily on and no internal lights visible.

    Power cycled several times, no change.

    Flashed another (fresh) SD-card, and rebooted with it, again no joy.

    I also tried different power supplies, no change.

    So I am starting to think the box might have a defect...

    Many thanks in advance for assisting in resolving the issue.

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    Helena Choo

    Hey Wim! 

    did you etched the new SD-Card before inserting in the box?

    H

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    Wim Wijkmans

    Hey Helena, thanks for your response.

    Not sure what you mean with "etched" but I suppose you mean if I used etcher to write the image to the SD card as suggested in the instructions, right? If that was what you meant then the answer is yes :-)

    Thanks again!

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    Helena Choo

    Hi  Wim!

    Yes, that's what I meant! It looks like something more is going on with your firewalla.. The tech team will take care of you! They are great! :-)

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    Firewalla

    @wim, we will take care of you for sure.  Will open a case to do some diagnostics

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    Helena Choo

    FIrewalla is back! I tried unplugging the ethernet cable from the router and plugged it back and the green light started to blink! I then unpaired the firewalla from my phone repaired using the QR scan and it worked! I'm not so sure what made it work again.. but the important thing is that it's back on! Thank you!

     

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    Firewalla

    @helena very likely the connection to the router port is not in perfect contact.  do glad your box is up and running

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