FRITZ!Box 3390 Service - Knowledge Base

FRITZ!Box 3390 Service

CAPTCHA (image puzzle) is not displayed

You cannot log in to After you enter your email address and password, the "Log In" button remains grayed out and the CAPTCHA (image puzzle) is not displayed.


  • The web browser does not load correctly, or a browser extension is preventing the execution of JavaScript on, or the display of iFrames with the CAPTCHA.

Simply proceed as described below. After each measure, check whether the problem persists.

1 Clearing browsing data (cache)

On computers with Windows or macOS, clear the cache of the web browser:

  1. On the keyboard, simultaneously press "CTRL + Shift + Del" or "CMD + Alt + E" for Safari.
  2. In the new window, click "Clear" or press Enter.

2 Disabling extensions in the web browser

For testing purposes, disable all of the extensions installed for your web browser (for example NoScript, ScriptSafe) that block active contents such as JavaScript or iFrames:

  • Google Chrome
    1. Click the button (Customize and control Google Chrome) on the top right of Chrome.
    2. Click "More tools" and then "Extensions".
    3. Disable all of the installed extensions.
  • Mozilla Firefox
    1. Click the (Open menu) button on the top right of Firefox.
    2. Click "Add-ons" and then "Extensions".
    3. Disable all of the installed extensions.
  • Microsoft Edge
  • No measures are required for Edge. Currently, Edge does not support extensions that block active contents.
  • Microsoft Internet Explorer
    1. Click the (Tools) button on the top right of the Internet Explorer.
    2. Click "Manage add-ons".
    3. Click on an enabled extension and then on "Disable".
    4. Repeat this procedure for all enabled extensions and then click "Close".

If is now displayed correctly, you can selectively enable and disable individual extensions to determine which extension prevents the CAPTCHA from being displayed. Configure an exception for in that extension or leave it disabled.