Purple Upload very slow problem

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147 comments

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    Eldon Li

    The problem is the actual usage is slow (not just the speedtest.net test, the test is just an indication)

    already opened a ticket over weekend, pending initial respond yet

     

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    Eldon Li

    Just report back and share. After a RMA replacement, I didn't experience the same problem in the last 2 weeks

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    Eldon Li

    I have my case opened for 3 days, but no one response #51113

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    Firewalla

    Sorry about the delay. Our weekend support staffing is much lighter than on weekdays. And our Monday is pretty much catching up with everything. Please be patient 

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    Charles W

    I first filed the ticket as a suspected H/W issue because I saw that the 100Mbit/s(4-wire cable) seemed to work. 

    I did send in my unit and they returned it saying they reset everything and couldn't find any issues. It was okay for ~3-4weeks and now has the same issues. 

    I'm not sure if it's a hardware issue or software issue at this point, but it's definitely frustrating.

     

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    Hon Yu Tam

    Small update, running "sudo ethtool -S eth0 speed 100 duplex full autoneg on", auto negotiate on instead of off improved performance. However this limits the bandwidth to 100 mbps.

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    Steve Wright

    Support got back with me today and requested I ship mine to them so I did. they are sending a replacement. thanks for great customer service. 

     

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    Firewalla

    @RDZ, please check your email. We replied to you about 5 min after your initial ticket. Our support staff was asking for remote access so we could diagnose the problem. You have not responded

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    DigitalEU

    Mine is from the indiegogo campaign

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    Xellaz

    @Rich T.

    I funded for two Firewalla Purples in Indiegogo back in July 20, 2021 and got them on January 27, 2022. One was for me and the other for my parent's house. I'm a heavy power user and I first started having the slow download issue around 6 months ago.

    Firewalla team suggested me to do some stuff first such as switching to beta release. This didn't fix it. They asked me to enable remote help and give them the code so they can remotely fix it. They were indeed able to fix it for a while (about 3 months) but then I started having the same issue again and none I did fix it including firewalla tech trying to remote fix it again. They finally asked to send it back to them for a replacement. They were nice enough to cross-ship a brand new one to me and got it in about a week.

    The new firewalla purple they sent me worked flawlessly right away after installing it to my network and transferring my settings. I'm using a firewalla gold plus now and have the purple they sent me as back-up.  The firewalla purple on my parent's house is not having any issues up to the present (hopefully none in the future). I'm not sure if this is just bad luck on my side or if it's because of how much more network traffic goes through my firewalla purple compared to the other one. Seeing how many other firewalla purple owners having this same issue concerns me though. The two firewalla purples I got from Indiegogo came together so I'm assuming they're from the same batch. I ordered two and they came packaged together.

    Hope this helps~ 🍻

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    Stefan Nobbe

    This is certainly frustrating.  Took me forever to nail down the firewalla as the culprit because I've been so confident in its performance thus far.  Opened a support ticket now and waiting for a response, hoping I don't have to replace the unit.

    Was anyone else getting results from the app itself showing high upload throughput, but using the CLI or any connected device speeds between 1-10Mbps?

     

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    Plagrange

    @Stefan Nobbe,

    Yes, it was happening to me: great internet speeds using the Firewalla app, but no upload speed using any other device.

    Even stranger, I have an older wireless router that is capable of performing internet speed tests as well. I have this unit now set up as an AP on the LAN behind the Firewalla. When I was doing internet speed testing from the AP, it was also showing great performance. Very weird.

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    Crowbarstrong

    i had a indiegogo campain preorder and my wifi and bluetooth upload went in the first 2 months, made resetup a complete nightmare. i was one of the first with this issue, they newone that was send in May last year has had 0 hardware issues. :)

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    Dave N

    I just found this thread after struggling with a 0.2 Mbps upload for days. I WFH, so this was awful.

    Anyhow, mine is #60841. Also, the command is listed wrong with a capital-S flag at the top of this thread - here's the correct command to drop the port speed and resolve the issue:

    • sudo ethtool -s eth0 speed 100 duplex full autoneg on

    If you want to re-enable the issue (for testing), same command but with the speed set to 1000.

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    Talha Shah

    Yep. It was my comment and I see it sitting in "Pending Approval" state for the past week. Honestly, this is not helping with my confidence in Firewalla.

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    dagenius evil

    same upload problem on my Purple, it started 4 days ago, my isp connection is fiber 1G download and 500M upload.

    whille connecting directly to my isp router a speedtest is always 1Gdown 500up. but through the Purple its 1Gdown but only 40M up and all the wifi devices get 0.7M upload is there an update coming tha will correct the problem or a workaround? 

     

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    DC

    Class-Action Lawsuit anyone?

    This defective batch of Firewalla Purples needs to be recalled. Both of mine that I bought in June 2022 have now had this same issue. The box keeps crashing, requiring a reboot, constant packet loss and upload speeds reduced by 50%.

    I was able to get the first unit replaced with support ticket 57239. Now I can't get them to replace the 2nd defective unit in support ticket 64320. They are barely even replying to me.

    I can't keep using this defective unit while I wait for support to "look into it". It's extremely disruptive to my entire household. This is negligence to have this many people suffering with a very obvious bad batch of units.

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    DC

    @Firewalla These units should be replaced by support without question. You already know they are from a bad batch, so why keep making us suffer with them? I should've had a new unit shipped out as soon as I opened my support ticket last month, more than two weeks ago.

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    M7johnson

    Received a replacement device after putting in a support ticket and everything is now back to normal. Amazing customer support and service. 

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    mike

    I have a "me too" post also  - Support Ticket #72655. I have great download speeds, and virtually no upload speeds. I use my cellphones hotspot as a backup ISP using the Firewalla Purples integrated Wi-Fi card, and that seems to bring everything online and works very fast. The second I bring the WAN port back online the entire network stalls and the lost packet errors hit close to 90%.

    What are the steps for limiting the WAN to 100mbps? it seems like several people have used this trick as a temporary workaround, and I'd like to try it temporarily.

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    James Cruz

    Him having the same issue, I just open a ticket today #51470.

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    Hon Yu Tam

    Same issue here, opened ticket #51483.

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    Charles W

    I have the same issue...AGAIN. I spent weeks debugging it with support only to send in my unit. They reset it and sent it back. It was okay for a couple of weeks and now has the same issue AGAIN.

    The only thing I stumbled upon, is that if I use a 4-wire Ethernet cable, uploads seemed okay(at the rated speed I purchased) but of course limits d/l to 100Mbs.

    I've had to put the FWP behind an ASUS router as a backup workaround. That router has been perfectly fine the entire time.

    I'm reluctant to switch to Beta as others are reporting a reboot issue.

     

     

     

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    Kerr Glen

    I've just had a response from support to say it's a suspected H/W issue and it needs to be returned to the factory. I am not sure what this means, whether they expect me to send it in for a repair and be without a device for god knows how long, or they previoulsy suggested I purchase another device, but then if they don't know the issue will I buy another with the same issue?

    I specifically purchased the Purple for the higher throughput so limiting to 100Mb/s is not really an option for me.

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    Firewalla

    We are looking into these issues. Likely something with the timing is still not right. I will ask our team to look into your cases and get them replaced first. The 100mbit is strange, should be looked by the factory. 

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    Kerr Glen

    I have once again today had this issue. Based on what Charles W said in his previous comment I decided to try changing the speed/duplex on the switch port which my firewalla connects. By setting the switch to 100Mb/s Full Duplex, this forces the Firewalla port to the same speed and I see the throughput speeds improve again. I have tried setting both the Firewalla LAN and WAN ports to 100Mb/s Full Duplex and as long as one is set to this speed setting then it seems to resolve the issue. Setting both is better. Obvioulsy not ideal if like me you have a broadband connection faster than 100Mb/s, but it's better than the throughput you get when this issue occurs. If anyone has the ability to force the speed and duplex on your devices this is worth a try until support come up with a fix.

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    Hon Yu Tam

    The issue reappeared for me today as well.

    After reading Kerr's comment I did some testing as well, the only thing that worked for me was reducing the WAN port (eth0) to 100 Mb/s Full Duplex, changing the link speed of eth1 with or without the WAN link speed change made no difference at all for me.

    After the change to the WAN port, I will get 80 Mb/s instead of 100 down and 30 Mb/s up instead of 0.2.

    I ran this command via SSH to temporarily change the WAN link speed (name of WAN link might be different)

    "sudo ethtool -s eth0 speed 100 duplex full autoneg on"

    The configuration only lasts till reboot though. Edited to fix wrong capitalisation in the command.

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    Firewalla

    Thank you Kerr & Hon, I forwarded this piece of work around to our manufacturing facility 

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    Jeremy Peet

    I have recently started experiencing the same issue with my Firewalla Purple. Download speeds are fine but upload speeds have dropped from 20mps to ~0.1mbps. Upload speeds are fine if I use another router. Box Version is 1.974 (43950041).

    This happened once before about 3 months ago and the issue was resolved by resetting policy rules. Doing that again isn't working this time.

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    Firewalla

    I have created a ticket for you, will have someone look at this one and your previous ticket where they reset the policies.

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