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Firewalla Gold Frequently Drops Internet

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ColoRock
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Within an hour of Firewalla updating to 1.973 it started logging ISP outages 1-3 times per hour, 1-3 minutes each outage. I then noticed while streaming/browsing that the outages it logged were real. I opened a ticket, and they blame the ISP. I’d normally agree, but: 1) I put my old router back online and no ISP issues for 3 days. Factory reset the Firewalla and put it back online, and the issue is back. 2) This started so quickly after the Firewalla update was installed, and never happened prior to this update. Seems an unlikely coincidence. Posting to see if there is anyone else experiencing this!
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    James Willhoite

    No issues here. I'm running 1.973 (19c4b67e) and have not had a single outage. I have a script that runs on a different computer to test my work's internet and will report any outage. It runs every 2 minutes and has not logged that my internet has been out.

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    ColoRock

    I’ve found that the outages are just 30 seconds. Typically 20 min apart. Almost clockwork.

    I’ve tried disabling all firewalla features except the most basic firewall rule. My ISP has “reset” my connection on their end. Numerous factory resets including a USB flash reset. I’ve set ethernet port 2 as the WAN port to change the WAN’s MAC address, forcing the ISP to issue a new IP for the device (I have gig fiber, DHCP). Disconnected all devices on my LAN. The issue continues.

    If I have my old router handle DHCP with the ISP and run firewalla in bridge mode, no issue.

    Researching online, the behavior might point to firewalla DHCP “forgetting” the IP address assigned by the ISP and requesting a new one. Are there logs where I could see if this is happening?

    Today I requested a temporary static IP from my ISP hoping to verify this hunch.

    Worth noting that my ISP allows the use of any router.

    Any thoughts or other things to try would be appreciated!

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    Firewalla

    I just started a support ticket with you; what you need to tell us is to see if you have any events alarms that shows the ISP is down ... If you do not see that, then we may need logs or even get into the system and check it out. 

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    ColoRock

    My ISP updated firmware on their device. Then set their port from auto-negotiate to full duplex 1g as they said this has sometimes fixed similar issues. But, didn’t fix.

    I tried an unmanaged switch between Firewalla and ISP as suggested in similar FWG issue.

    Also didn’t fix.

    I put my old router (no transparent bridge option) between the ISP and firewalla instead. Old router getting IP from ISP via DHCP. Firewalla WAN assigned it’s IP from old router’s subnet. Connection now very stable, but now I’m double NAT, so not ideal…but better.

    Requesting new or different service box from ISP as next step.

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    Firewalla

    What is the make and model of your current ISP router? or modem? 

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    ColoRock

    Calix GigaPoint 803G. Model 100-04255 10

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    Philip

    I had a very similar problem and noted that the firewalla gold was quite hot. I put a small usb computer fan blowing upwards over the gold and it fixed the problem. The first time this happened, I thought maybe I was unlucky and my unit was temperature sensitive. However, I bought another Gold for another office and it did exactly the same thing. 

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    Firewalla

    Where did you place the Firewalla? does it have good air circulation? the Gold should not overheat and cause issues unless it gets really really hot. Feel free to contact our support, we can help you 

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    ColoRock

    That’s interesting about the heat. I’ve had a 120mm fan running on mine for months just because…no real reason. I still have the issue described in the thread though unless I double NAT.

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    Firewalla

    Did you contact support or look at the network events to see why it is dropping? examples here https://help.firewalla.com/hc/en-us/articles/360053534593-How-to-debug-network-connectivity-issues-

     

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