Stuck at “Exchanging keys for app access…”

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Ckolstad

• January 21, 2025 01:03

I bought my firewalla puple a while ago and had some issues, so I put it away and worked around it. I recently added an ADU to my house and want to use it for fair sharing of the internet connection. Unfortunately, I and even get the firewalla up and running. I have factory reset it several times and none have worked. It takes forever to perform the various steps, but just hangs at the key exchange. It seems like I have a failed firewalla. How do I get this looked at?

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  Firewalla

  • January 21, 2025 01:49

  The most common solutions

  1. reboot your modem before attaching the purple

  2. make sure your phone has internet access during pairing

  3. If you run PPPoE, make sure you have the right user name and password

  If you tried these, let us know the color of the status light while pairing

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  Ckolstad

  • January 21, 2025 21:00

  I reset the Firewalla back to factory defaults by holding the reset while applying power and waiting for the LED to flash blue, then red, then blue again, then I removed power.  I reset my entire network.  Then I applied power and went through the adding of the Firewalla via the iPhone app.  Here is the rundown of the process:

  Firewalla LED upon power up double flashing blue.

  Only the yellow LED was flashing on the WAN connection.

  11:45-11:51.                      Preparing....

  11:51-1:51 (30 seconds).  applying network settings...

  11:51-11:52                       verifying network settings....

  11:52-11:58                       checking for updates

  11:58-12:00                        upgrading firewalla service

  12:00-12:06                        starting firewalla service

  12:06- forever (4 hours).    exchanging keys for app access...

  All are clock times.  It took a huge amount of time at every step.  Seems it should have been MUCH faster.  I literally placed my phone on top of the Firewalla Purple to ensure good transfer.

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  Firewalla

  • January 21, 2025 21:20

  I just created you a ticket, easier to follow up and look up your order 

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  Firewalla

  • January 21, 2025 21:20

  May I know how long ago you purchased the firewalla? was it before Aug 2022?

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  Ckolstad

  • January 21, 2025 21:29

  Yes, it was before August 2022.  I wanted to use it then, but ended up not using it.  It has sat in a drawer until now.  Probably only powered on for a total of 20 hours total.  Most of which is the stuck setup.

  Thanks,

  Chris

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  Firewalla

  • January 21, 2025 22:17

  Please reply via the case, and see if our support can help you out. 

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  Ckolstad

  • January 21, 2025 23:42

  I don't see a ticket number and didn't receive any email indicating anything.

   

  Thanks,

  Chris

   

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  Firewalla

  • January 21, 2025 23:43

  check your SPAM or email now, I have replied to you via the ticket. It will be from help@firewalla.com, if you can't see it, just send a new email to help@firewalla.com 

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