Firewalla goes offline
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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@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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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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@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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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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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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It went offline about 6am from the notification. Did a hard reset, still not online. From memory, last week it sat offline for a few hours and eventually reconnected. Historically this used to happen, which is why I had boxed this up for a while. Was hoping this issue was resolved, but seems to have come back.
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Possible to attach it back and once the problem happens, just send us the logs? It is fairly easy to see what's going on.
A few things we ran into before, double-check these
1. Check the physical connections, make sure they are good.
2. Check the power side as well, make sure you are using our adapter or one with 2AMP current.
3. The network will send notifications if firewalla is down, and that down may be caused by ISP or your router caused the internet to break.
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Firewalla Offline most of the time happens when your internet connection is lost ... The box does check for firmware updates, but those won't break things.
When the connection is lost try this
1. Ping your router IP
2. Ping firewalla IP
3. ping 1.1.1.1
4. nslookup firewalla.com
These should detect which network element is down.
As for logs, tap on the top right gears button, tap on help & support, tap on open support ticket, and when asked, say yes to send logs.
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Guess what, its Sunday, device is offline!
1. Ping router. This works fine, Internet is up, can log into router admin page.
2. Ping Firewalla. I get connection error 1005, Socket error disconnected
3. Ping 1.1.1.1 - works fine
4. Not sure what nslookup means?I can see the Firewalla device in my Netgear Orbi router admin page. But app just says device offline. Will open a ticket when it comes back online.
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