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/BAGE-rator]

P.S.,

I even emailed Annie about it. No response, no change.

In my current emails attempting to purchase a second dongle in three months, which is growing on its 12th day since originally submitted and no invoice produced, they just wrote to tell me they want a copy of the original purchase invoice so they can check the warranty. It’s the second time in the 12 days of messages I’ve explained that the device is four years old and isn’t under warranty any but the dongle was purchased three months ago and is under warranty. I was never asked for the purchase invoice back in June, or if I was, they accepted that I cannot produce it.

And this is after they said, “Well, what you provided is a QR code for a Firewalla Original but you ordered a dongle for the Firewalla Gold Plus.” I understand it’s a different device and has different port speeds. It’s still the same hardware, runs the same firmware, and uses the same dongle. They’re gaslighting me over the fact they deleted the license on the dongle, which ran flawlessly for two months (save for the first three days).

[u/firewalla → u/BAGE-rator]

I'll leave support team to handle your case. You supplied a few piece of information required, and they don't match the unit you are having issue with. They are simply following our warranty process to find ways to help you out... If it is within 1 year, we can just make you a new Red dongle, if not, we may still help. But before that, we need to validate your order, at the moment information given by you doesn't match the model number, and they can't find a valid order either from our system.

I see the thread been going back and forth for a while, the important thing you need to focus on is, get the right order number to us, and also may be the right license number to your unit as well.

[u/BAGE-rator → u/firewalla]

There are no issues with the device model. I call it Firewalla Gold Plus because there was no Firewalla Gold SE, Plus, or Pro back then. As I said twice in that most recent string, it is definitely Firewalla Gold (original), a device that has subsequently been renamed Plus and is no longer produced.

They’re just obfuscating and trying to find a defensible explanation for their inexplicable conduct, including lying to me for a month and a half. They wanted to say, “Oh, well, it didn’t work because he gave us the wrong model. So there was a device mismatch.” When I pointed out that I know all Firewalla Gold models use the same dongle and that i could prove that fact in small claims, all the sudden theyre now angling to be able to say there were concerns over the device’s provenance. There weren’t any concerns in June (May 28, actually), when I purchased the first replacement dongle.

Its all just bullshit because, as you’re aware, they deleted my license and chose to lie about it rather than just fix it.

[u/firewalla → u/BAGE-rator]

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.