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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 FRITZ!Box 6820 LTE v2 and v3 with the latest FRITZ!OS, the FRITZ!Box 6820 LTE v1 may vary.

1 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.

2 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".

3 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.

4 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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