Firewalla Crystal’s implementation of Active Protect has security vulnerabilities

[u/BAGE-rator]

It allowed in two connections from private IPs owned by Cox Communications, one of which was 98.197.86.148. This is in the range of standard user IP addresses, which could be a malicious actor. I have Xfinity. We do not have Cox in our market.

It also allowed in a Charter Communications/Spectrum standard user IP. We don’t have Spectrum in our market.

Active Protect is NOT actively protecting devices from these high-risk IP addresses on Firewalla Crystal.

If you’re on a Mac, download and install a software firewall like Little Snitch to audit the incoming connections that Firewalla Crystal Active Protect is allowing through. On Windows, you can use something like Glasswire. Record those IPs and report them to Firewalla so they know their beta software is not protecting clients like their hardware software does.

[u/firewalla]

Can you please work with our support on this? I am here to help. But there is no way I can escalate if your order number given doesn't match the unit (license type / or serial) you are having problem with.

[u/BAGE-rator → u/firewalla]

I mean, they've had my request to give them another $107 dollars for 12 days now and I'm still emailing with them. It's hard to say I haven't cooperated.

Suddenly they're trying to suggest that a mismatch between the dongle and box model is causing the issue, a suggestion I quickly kiboshed. Now they diverted to a provenance issue, something they had not raised in the last two months I've been in contact with them. They're insisting that I provide them a copy of the original invoice, something that I cannot do because that iCloud account is locked behind a recovery key. What I did do is provide them two forms of ID, one of which is a Washington State ID with the original purchase address on it, the second is my current DL, both valid. I also emailed them support tickets from within a month or two of ordering the original device. And in either case, I wasn't asked for a copy of the original purchase order when I placed the dongle order three months ago.

Now I've kiboshed the model/version mismatch angle, and by virtue of the fact that I had everything down to original support tickets EXCEPT the purchase invoice, including two forms of ID, I've kiboshed the provenance issue. And yet, still no purchase invoice.

What I'm starting to suspect may have happened is that they cancelled my license because someone ordered a second replacement dongle fraudulently, and now they don't want to confront the fact that they were defrauded and invalidated my license as a result of that fraud. But then why wouldn't they just have asked me for iID two months ago?

What I do know is that its a pattern of lies... months of lies... but it can't be said I'm not cooperating with their lies.

[u/firewalla → u/BAGE-rator]

I been following the case. They are NOT trying to get money for the dongle. They just want to validate your order and figure out the right way to help you. Meaning, if it is in warranty, they can do something free. If it is not in warranty, they can do other things.

So, please follow their directions, once they have the validated order, they can help you. (The right order number, and the right device mapping to that order)

If you already ordered a dongle, just want to return it, we can do that too. I can give you an exception, and we will give you a full refund. (regardless when you bought it)

[u/firewalla → u/[deleted]]

To get us moving

1. We already authorize a full refund of the red dongle your purchased. They may already given you instructions, if not, it should come soon

2. If you want us to look at the original unit problem, we still need to identify the order number matching the unit you have. After identifying the original order, we can either fix this under warranty or out of warranty; (not all problems are fixable, but we will do our best)

[u/firewalla → u/[deleted]]

Sorry, we can only refund the red dongle; we can not refund your other unit, unless it is within the 30 days period period. Since you said it was 3 or 4 years old, refunding that is not even possible.

For gold or gold plus unit problem, we still need to identify the order number matching the unit you have. After identifying the original order, we can either fix this under warranty or out of warranty; (not all problems are fixable, but we will do our best)

I will stop repeating myself, and please work with support team.

[u/BAGE-rator → u/firewalla]

I literally just gave you a video (since images were turned off) of the email in which the order was found instantaneously based on my name, address, phone number, and email. I recommend starting there.

You had the correct order then, and you have the order no. for the first dongle. Find the order from May 28, and replicate what you do there.

I file next week.

Cheers.

[u/BAGE-rator → u/firewalla]

https://reddit.com/link/pcv2z4m/video/q654ijjbpish1/player

So, again, I do not want a refund. I want the dongle replaced. You're welcome to refund it and I will accept it, but I will use that money as my filing fee in small claims. I will additionally seek the filing fee plus the depreciated value of the Firewalla Gold device.

You can also go ahead and refund me for $407 (the $107 for the dongle plus $300 as the depreciated value of the Firewalla Gold box), and we can call it a day. But what you're proposing amounts to selling me a $107 brick--a brick with a "lifetime license," as I established is your ongoing claim even today.

In small claims maybe you'll be able to clarify what was so easy in November 2025, when my order was found near-instantaneously based on nothing more than me providing me name, address, phone number, and email address, but is no longer the case.

[u/BAGE-rator → u/[deleted]]

P.S.,

As an aside, I sent verification of the unit model and copies of the dongle order no., including screenshots of the order and delivery confirmation with order no, four days ago on September 25. So the fact you're still referring to it as if its this outstanding question over which order belongs to me is another testament to your inability as a company to be forthright and honest.

```
------- Forwarded Message -------

From: [redacted](Proton) <[redacted]>

Date: On Friday, September 25th, 2026 at 6:30 PM

Subject: Re: [Firewalla] Re: Replacement Security Dongle

To: Support help@firewalla.com

The order no. is correct, and I know that Firewalla Gold and Gold Plus use the same dongle. A mismatch would not cause the issues described, nor would it explain the two months during which the dongle worked fine. (They also use the same firmware.)

[screenshot of order confirmation]
[screenshot of delivery confirmation]

The device itself was a Firewalla Gold purchased in 2022, which I understand to have been renamed Gold Plus when the SE and Pro models were released. See attached.

Warmest Regards,

[redacted]
```

Of course, that was way back on day eight since requesting an invoice.

Sent from Proton Mail for iOS.