Impossible to scan QR code to add box to Firewalla MSP

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Prodport

• June 03, 2026 21:00

To start, the help address that you get when you hover over support shows as help@firewalla.com. That got returned by Gmail with "address not found".

Here's my issue. When you point your phone on https://dn-kdq4pj.firewalla.net/welcome at the QR code, the scanner starts too soon and returns an error. I've tried resizing the QR code. I have tried close to 20 times. I get an error message saying something about not resolving. It doesn't stay on screen long enough for me to get full message.

There was a support page that also suggested using the Open in Desktop Browser feature but that page now redirects to the new site.

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  Firewalla CM

  • June 03, 2026 23:16

  Hi there, just to clarify, is this using MSP Professional? If so, please help double-check that you:

  1. Have at least 1 seat available
  2. Are scanning with the Firewalla App (open the Firewalla App > on the box selection screen, tap [--] in the top left corner)

  For detailed instructions on adding/removing boxes on MSP, see: https://help.firewalla.com/hc/en-us/articles/15452591428627-Firewalla-MSP-Adding-and-Removing-Boxes-from-your-Inventory

  Let me know if this helps. I can also open a case for you directly if you're unable to email Support. (help@firewalla.com is the correct email address for our official Firewalla Support.)

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  Prodport

  • June 04, 2026 15:54

  I think the issue was caused by a recent Firewalla update. I also noticed I was getting DNS errors on many sites. I cleared the cache and rebooted the phone. Upon returning to the site, it linked me up to the free plan. I then logged out and back in and tried again. I then was able to link to the paid plan. 

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