Firewalla goes offline

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Fred Axmacher

• June 17, 2018 21:04

Firewalla has recently dropped offline twice.  Only way to regain access is by unplugging the power, waiting 1 plus minutes and then replugging. 

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  Firewalla

  • June 17, 2018 23:02

  Fred, the reboot may happen in case of network stability.  Please double check the ethernet wires make sure they are securely connected. We can also go into the box and take a look.  I will create a case and you can give us access there.  

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  Topher

  • July 01, 2018 23:43

  Mine does the same every 7 to 10 days, i have to disconnect power for 10 seconds to fix

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  Firewalla

  • July 01, 2018 23:58

  @topher, send us help@firewalla.com a note if it happens again.  We can look at it.  In your case, does the box hang there? or it reboots itself?

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  Topher

  • July 02, 2018 01:22

  It hangs... i had to perform this morning, SSH console says current uptime only 10 hours. I will begin to document occurances and I'll ping you via  help@firewalla.com  as it it happens. Thank you

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  Firewalla

  • July 03, 2018 04:50

  Thanks @Topher

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  Colin A Rice

  • July 31, 2018 09:08

  I also have similar issues. I just pull the power to restart and refresh. 

   

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  Ron Brugger

  • July 31, 2018 20:08

  I have these same issues. I often have to pull the power to restart. It then works for a week or so and repeat.

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  Firewalla

  • July 31, 2018 20:12

  @Ron @Colin, just created cases for you guys.  We may need to access your box and see what's going on inside.   When you see the case, please follow these instructions to give us support access.

  https://help.firewalla.com/hc/en-us/articles/115004705654-Tutorial-Remote-support

  Likely a memory related problem that caused a reboot that didn't finish.  

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  Ron Brugger

  • July 31, 2018 20:21

  I will turn on access tonight when I get home to reset the power and gain access.

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  Firewalla

  • July 31, 2018 20:30

  @ron, no problem, sorry about the issue.  We will get our engineers look at.

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  Ron Brugger

  • August 01, 2018 02:13

  Ok,I sent the remote access screenshot to help@firewalla.com. Your instructions said to turn it off when done. I’m not sure if that means done sending the info to you or done allowing remote access. 

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  Topher

  • August 01, 2018 09:18
  • Edited

  I have been documenting mine and seems Firewalla goes unresponsive every Sunday morning, between 6 to 8am EST. This past Sunday I had to unplug power 3 times to get it back online so am curious if your engineers discover the cause when remoting into the other devices reporting similar issue

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  Firewalla

  • August 01, 2018 22:01

  Topher, it is a mystery as well.  Will open a ticket and see we can remote into your system and take a look.  thanks for letting us know.  

   

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