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Knowledge document #3591

FRITZ!App Smart Home cannot connect to the FRITZ!Box when away from home

You cannot access the FRITZ!Box over the internet with FRITZ!App Smart Home. This means that radiator controls and smart plugs, for example FRITZ!DECT 301 and FRITZ!DECT 200, and LED lights FRITZ!DECT 500 cannot be switched when you are away from home. FRITZ!App Smart Home displays one of the following error messages:

  • "The FRITZ!Box blocked access from on the go for your app. Connect with the Wi-Fi network of your FRITZ!Box for more information."
  • "Your FRITZ!Box's internet connection seems to be disrupted. Try again later, or connect with the Wi-Fi network of your FRITZ!Box."

1 Enabling use from on the go

You can only access the FRITZ!Box over the internet with FRITZ!App Smart Home if the use from on the go is enabled in FRITZ!App Smart Home:

  1. Start FRITZ!App Smart Home if the mobile device is connected to the FRITZ!Box via Wi-Fi.
  2. Tap the symbol in FRITZ!App Smart Home.
  3. Tap "Settings".
  4. Enable the option "Use from on the go".
  5. Enter the FRITZ!Box password. If you enabled login with FRITZ!Box username and password, enter the username and password.
  6. Tap the "Log In" button to complete the configuration.

2 Public IP address required for access

You can only access the FRITZ!Box over the internet with FRITZ!App Smart Home if the FRITZ!Box obtains a public IPv4 address or an IPv6 address from your internet service provider when it connects to the internet.

Access via IPv4

For IPv4 internet access, the FRITZ!Box must obtain a public IPv4 address from the internet service provider. Access over IPv4 is not possible if the FRITZ!Box obtains a private IPv4 address.

You can find out whether the FRITZ!Box obtained a public or private IPv4 address by following the steps in our guide Identifying the address range of the IPv4 address for the internet connection.

Access via IPv6

For IPv6 internet access, both the FRITZ!Box and the mobile device that is to access the FRITZ!Box must be connected to the internet over IPv6. If only the FRITZ!Box obtains an IPv6 address but the mobile device is not connected to the internet via IPv6, IPv6 internet access is not possible.

You can call up the menu "Internet > Online Monitor" in the FRITZ!Box user interface to determine whether the FRITZ!Box is connected to the internet via IPv6.

You can test whether the mobile device that is to access the FRITZ!Box is connected to the internet over IPv6 by calling up www.test-ipv6.com or www.ipv6-test.com on the device.

3 Maintaining a permanent internet connection

You can only use FRITZ!App Smart Home to access the FRITZ!Box over the internet if an internet connection is active. Some FRITZ!Box models must be configured to permanently maintain the internet connection:

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Account Information" in the "Internet" menu.
  3. Click "Change Connection Settings".
  4. Enable the option "Maintain permanently (recommended for flat rates)". If the option is not shown, the FRITZ!Box is already permanently connected to the internet.
  5. Click "Apply" to save the settings.