FRITZ!Box 3490 Service - Knowledge Base

FRITZ!Box 3490 Service

Individual application cannot access Internet

A specific application cannot access the Internet, although you can access the Internet with different applications on the same computer or device. For example, a virus scanner cannot download updates, a browser game cannot connect to the game server, or Amazon Fire TV or Netflix cannot connect to a server.

The application may display one of the following error messages:

  • Server is not responding
  • Server not found.
  • Failed to connect to server
  • Online update has failed
  • Network error when downloading updates

Note:The configuration procedure and notes on functions given in this guide refer to the latest FRITZ!OS for your FRITZ!Box.

1 Adjusting filters for web pages

When the filter for web pages is enabled in the FRITZ!Box parental controls, direct IP access to websites is blocked as a rule. This means that an application that uses direct IP access cannot access the Internet until you permit access to the IP addresses being blocked by the FRITZ!Box:

Example:
A virus scanner cannot find any updates when it searches for them at the IP address 212.42.244.80 instead of at the corresponding domain name www.updateserver-of-virus-scanner-manufacturer.com.

Preparations

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Filters" in the "Internet" menu.
  3. Click on the "Lists" tab.
  4. Click on the "Edit" link next to the list "Permitted IP addresses".
  5. Click on the link "Delete all non-allowed IP addresses from the list".
  6. Confirm the question "Do you really want to delete all non-allowed IP addresses from the list?" with "OK".
  7. Click "OK" to save the list.

Reproducing the issue

  • To reproduce the issue, start the respective application and then attempt to access the Internet with it.

    Example:
    If your virus scanner automatically searches for updates each time Windows starts but cannot download them, restart the computer.

Allowing access to blocked IP addresses

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Filters" in the "Internet" menu.
  3. Click on the "Lists" tab.
  4. Click on the "Edit" link next to the list "Permitted IP addresses".
  5. Allow access to IP addresses accessed directly by the application.
  6. Click "OK" to save the list.

2 Disabling filters for web pages

If the FRITZ!Box parental controls are configured incorrectly, individual applications may not be able to access the Internet. Therefore, disable the filter for web pages in the FRITZ!Box for testing purposes:

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Filters" in the "Internet" menu.
  3. Select the access profile "Unrestricted" for the respective network device from the drop-down list.
  4. Click "Apply" to save the settings.

If the application is now able to access the Internet, then the filter for web pages in the parental controls was blocking it. You can either choose to not restrict Internet access for the respective device, or you can adjust the filter for web pages in the FRITZ!Box parental controls.

3 Setting up port sharing in the FRITZ!Box

By default, the FRITZ!Box's firewall protects all of the devices in the home network from incoming connections and unwanted data from the Internet. However, in order to use certain online games (for example Call of Duty) and individual chat applications, other users from the Internet must be able to access your computers and game consoles.

The following steps are only necessary if you are experiencing problems with joining online games or chats:

  • If the application supports UPnP (Universal Plug and Play), set up the FRITZ!Box for automatic port sharing. The application itself can then open all of the ports in the FRITZ!Box that it requires.
    • If the application does not support UPnP, configure static port sharing for the application in the FRITZ!Box.

4 Configuring the firewall

A firewall on the device may be preventing individual applications from accessing the Internet:

  • Configure the firewall on the device according to the manufacturer's instructions so that the application in question has unrestricted access to the Internet: