Unfixable Problem Purple
Good day all, I'm very frustrated! For 3 days now I have been troubleshooting my Purple with someone from Firewalla that has been terrific and patient, but the method of help I'm getting is a bit rough. I'm only getting instructions back and forth by email.
My Purple's WAN port is defective. It won't install in Router mode on the WAN. The process hangs and fails every time because internet download won't pass through for some reason.
In tests for 3 days, we wound up switching to the LAN port as the incoming ISP and that works fine for setup. When adding in the WAN port as the output to my Alien router (in bridge mode) I get no download, but there is upload, sometimes.
Last night I setup a WIFI network on the Purple, using the internet incoming from the LAN port. No issues with a Purple Wifi talking to my Spectrum modem through the LAN port, but the WAN port still doesn't communicate. Sometimes in the Firewalla app event viewer, it shows up, then down, then up then down in the events, but never any data being downloaded. Speed tests fail only on the WAN port. every time.
The network looks stable on the app when you use the Purple's WIFI via LAN port. But the WAN port will still not work. I can't seem to get this point across to tech. (I'm a retired network engineer)
So, I'm now 3 days without a Purple router an no solution here. I really wanted to fix this, but it's just not happening, unless someone else out there has any ideas? The Purple so far has been restored, re-flashed, updated, you name it. Same results.
My evidence for a bad WAN port:
1. Modem proven ok (properly rebooted), In firewalla app, i'm unable to install router to WAN, setup resorts to bluetooth install that always fails.
2. Reverse setup the internet by use of LAN port. I can only first plug my wifi router into the LAN so that setup can see something to setup a simple or dhcp server. That works because the LAN port works.
Once setup on LAN, we changed the LAN to the ISP, then created a LAN network out and used the WAN port. Setup works, but no internet comes through download. Sometimes one of my devices blips a successful upload, but never a download.
3. I created a Wifi network on the purple to serve out the internet, and that works, but the WAN port remains offline from download. What ever the app or diagnostics say, there just is no internet through the WAN port.
4. 
I hate to have to replace it and then waiting for the package, so I was hoping it wasn't hardware, but that doesn't seem to be the case. In my 23 years tech experience, I've seen plenty of ethernet jacks blown out or stop working when the rest of the board still works fine.
***Not sure if this is any kind of issue, but my Purple is a 1000 in line kickstarter series beta test box.
Edit: I'm in trouble with the wife if this doesn't get fixed today. Ugh. I haven't heard back from tech support in many hours, so I'm stuck at the moment. (Should I just get a Gold)?
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I've either got either the same problem or a similar one... one day it just stopped uploading data... app became unresponsive... Rebooted it... and same thing except this time no download.
I've done a full reset and re-image and everything and still won't connect to my ISP. Trying to get it to get an IP address from my ISP's Router... also doesn't want to know.
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Hi,
I have a similar problem for 3 days. I use the router mode of the Purple. It worked seven months without problem.
Last week, it stopped uploading data. I tried to reset my Purple, but it's the same. When I use the WAN port to connect to the router, nothing happend. When I use the Wifi to connect to the router, it's ok.
I don't understand.
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Mat I noticed that my WAN port speed for some reason had changed to 10mb my LAN was Gb… i didn’t have anything plugged into the WAN port but it did make me think that would ruin a port if it was locked into a port speed that wasn’t the same as the device it was plugged into that was forced 1000mb/Full Duplex
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Seems I just stumbled over similar problem. After several months proper working WAN port now refuses to connect to modem. It started 2 days ago with some short interruptions. After a restart it connected again. Actually a reboot doesn't help anymore, it doesn't get an IP again on WAN port
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If you are getting really low upload speed on the Purple WAN side (<1megabits), please send an email to help@firewalla.com, we will fix or replace the unit. (even if your unit is out of warranty, we still will fix it)
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Thanks for answer. A support case already is opened (60440).
Actually it's working again after some back and forth changes:
Original setup working since months:
Modem <-> firewall (purple, router mode) <-> AP/switch
This setup stopped working last weekend. The firewall didn't get an IPv4 address anymore from modem (DHCP)
Today I changed setup to
Modem <-> AP (Routermode) <-> Firewall (WAN-Port)
The firewall got an IPv4 address from AP, so basically WAN port seems to be ok.
Then I reverted these changes back to original state and now it works. Firewall gets an IPv4 address. So problem seems to be solved by changing physical setup and switchi g back to original setup 🤔
I will check tomorrow if it still works... -
Put me in the mix. Just got my Purple a few months ago. Struggled for a few days but it would never connect to my Spectrum modem. I finally plugged my router back into the modem and plugged the Purple Wan I into a line coming out of my router. Completely defeats the purpose of having a firewall. I’m putting in a switch today for home and thought I’d try again. All I get is Internet Unavailable (10). And click here for manual setu.p. Takes me right back to scanning the Qcode and starting over.
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I just opened a case for you. (you can do this as well in the future by send an email to help@firewalla.com). The upload issue, as I understand, will slow down the transmit side, in most cases, it should connect.
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I had the same issue, started in November 16, 2022 and I gave up in January 2023 and put the purple on a shelf. I had such hi hopes for Firewalla, I was an early adopter of the Blue and got in on the purple early, even convinced my coworker to buy one. We are both having the same issue, the firewall is unusable. It brings my network to a complete stop! I struggled with this thing for weeks, gave up and shelved It, my wife has said she is done with me messing up the the network. I should mention I am former network administrator and now a Cyber security manager (27 year career currently)
Is an RMA possible, spending so much for a firewall that does nothing is a big waste, I am currently using another brand firewall to protect my home network with no issue? -
Sorry about the problem Ray; I don't see you have an active case with us; what I am going to do is get one going so someone can follow up with you. The usual step is us asking for remote access so we can ensure the issue is not a software or configuration issue, if it is indeed an issue with the hardware, we will get it replaced.
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So here's an update. I was able to get the Firewalla to pick up an IP and I got it set up. IP Spectrum - Firewalla Purple - Cisco switch. That's where the good news ends. I got most everything reconfigured for the new setup however XBox gives me 100% packet loss. Reading on Firewalla I tried turning on DMZ, didn't fix the issue, turned off DMZ and tried UPtP, didn't fix the issue. Smart routing, didn't fix. NAT rules, didn't fix. So after work today I take Firewalla out, reconfigure my Cisco switch to layer 3 routing, reconfigure my whole network again and plug Firewalla into the switch somewhere.
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I had the exact same problem with the purple. After some months i couldn't get an ip from my ISP. After days of troubleshooting i gave up. I need a reliable network at home, as i work from home. I went back to the original config woth my old router. Now i have the FW Purple just plugged in somewhere to monitor. I had already issues with the blue one and was looking forward to the purple. To replace the blue i would have to return the unit back and this would cost me a little fortune. I think i will buy the next time a product i can return or repair through a reseller in my country with customer friendly processes (for no US customers). Any advise for a good alternative?
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I had the same issue and opened a support ticket with firewalla after ripping it out of my LAN so I could use the Internet again. I was given generic troubleshooting advice and I'm very frustrated with the amount of time and effort sinkholed into what's apparently a known issue with Firewalla Purples. After hundreds of power cycles, hard resets, and "internet unavailable" errors on my firewalla, I'm glad I came across this thread so I can stop the useless troubleshooting. I've had my device nearly 2 years and got maybe 4-5 months of usage out of it that entire time.
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