How to troubleshoot when Firewalla Box is unreachable

Authored by: Support.com Tech Pro Team

1. Introduction

There are several things you can try to get the Firewalla box back:

1. Check your physical connections.

Is your internet still up?
Make sure your phone has internet; if possible try LTE/4G as well.
Make sure the SD Card is securely pushed in.
Use the enclosed USB adapter for power. If you use your own, make sure it supports 5V/2A. Firewalla will reboot randomly if it is 'underpowered.
Make sure the Ethernet cable is securely connected on both ends, you may need to try a different Ethernet port to get it to work.

2. Power Cycle the Box

While booting please check the status lights.

When booting is done (maximum 5 min), please kill the app and relaunch it.

Old Version of Firewalla Red (Firewalla Red purchased before May 2018, likely is the with a blue light inside.)

New Version of Firewalla Red (Red light inside)

Firewalla Blue (Red light inside)

3. Check your router

Check your router and see if it sees firewalla (has an IP address for it)
If your router does not see firewalla, reboot the unit.
If after reboot, the router still doesn't see firewalla, you will likely need to reset the box
Launch How to Reset Firewalla Box
Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically

If your router has Firewalla

Power down Firewalla
Wait 1 min
Power on Firewalla
Wait 5 min
visit https://diag.firewalla.com
If you see a web page come up
tap on the IP address and see if you have any output, if you do, send it to help@firewalla.comhttps://help.firewalla.com/hc/en-us/requests/new
If you do not see a web page come up
Try to reset the unit
Launch How to Reset Firewalla Box
Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically

4. Reset App Data, and repair Firewalla Box.

If you are using iOS and the Firewalla icon vanished, please try the beta iOS app. (This applies to version 1.29 and below)
Follow the instruction below to reset your App Data.
Launch How to Reset Firewalla APP data
Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically
Power Cycle Firewalla Box, and wait for 3 minutes.
Launch the Firewalla App, and Pair the Box as new.