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Knowledge document #620

Individual application cannot access internet

A particular application cannot access the internet, although other applications on the computer or device can access the internet. 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."

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

Note:All instructions on configuration and settings given in this guide refer to the latest FRITZ!OS for the FRITZ!Box.

1 Setting up internet telephony software in the FRITZ!Box

The following steps are only necessary if the problem occurs with internet telephony software (for example Skype):

  1. In the FRITZ!Box user interface, disable the option "Prevent use of internet telephony from the home network" under "Telephony > Telephone Numbers > Line Settings" in the "Security" section.
  2. If you have to share ports in the FRITZ!Box for the IP telephone or the internet telephony software, share these ports in the user Interface under "Internet > Permit Access > Port Sharing". The manufacturer of the telephone or the software and your internet telephony provider can tell you whether ports must be shared and if so, which ports.

    Important:Port 5060 can only be forwarded if no internet telephone numbers have been entered in the FRITZ!Box. Otherwise, the port is reserved for internet telephony with the FRITZ!Box.

  3. If your internet telephony provider has a STUN server, enter its name in the connection settings for the IP telephone or software.
  4. If you cannot make or receive calls after setup, contact the manufacturer. You may need to configure additional settings. Since the telephone or the software establishes the connection to the internet telephony provider itself and only uses the FRITZ!Box's internet connection, you cannot and do not have to make any settings in the FRITZ!Box. A solution on the part of the FRITZ!Box is therefore not possible.

2 Disabling the filter for network applications

The filter for network applications may be restricting internet access to surfing and mailing or the respective network application itself may have been blocked. For example, internet access for devices in the guest network is restricted to surfing and sending emails by default.

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Filter" in the "Internet" menu.
  3. Click on the "Access Profiles" tab.
  4. Click the (Edit) button for the access profile you want to configure.
  5. Click "Advanced Settings".
  6. In the section "Blocked Network Applications", click the (Delete) button next to all network applications.
  7. Click "Apply" to save the access profile.

3 Disabling filters for websites

The filter for websites in the parental controls may be blocking internet access. When the filter is active, applications also do not have direct access to IP addresses on the internet, for example.

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Filter" in the "Internet" menu.
  3. Click on the "Access Profiles" tab.
  4. Click the (Edit) button for the access profile you want to configure.
  5. Disable the option "Filter websites" in the section "Filters for Web Pages".
  6. Click "OK" to save the access profile.

If the application can access the internet now, either leave the filters disabled or adjust the filters as described in the guide FRITZ!Box reports "Access [...] was prevented by the website filter".

4 Setting up port sharing in the FRITZ!Box

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

Note: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, some online games (for example Call of Duty) and individual chat applications require computers and game consoles to be accessible to other users in the internet.

  1. If the application supports UPnP (Universal Plug and Play) or PCP (Port Control Protocol): 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.
  2. If the application does not support UPnP or PCP: Configure static port sharing for the application in the FRITZ!Box.

5 Configuring the device's firewall

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

  1. Configure the firewall on the device according to the manufacturer's instructions so that the application in question has unrestricted access to the internet.

Now the application is no longer blocked by the FRITZ!Box's internet filters or a firewall on the device. If the application still cannot access the internet, then the application is either not correctly configured or there is an error with the application. The manufacturer may be able to give you advice on how to solve the problem.

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