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Knowledge document #3240

CAPTCHA (image puzzle) is not displayed

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

Cause

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

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

1 Clearing browsing data (cache)

Clear the cache of the web browser on computers with Windows or macOS:

  1. Press "CTRL + Shift + Del" on the keyboard at the same time, or press "CMD + Alt + E" for Safari.
  2. In the new window, click "Clear" or press Enter.

2 Enabling JavaScript in the web browser

  • Google Chrome
    1. Click the (Customize and control Google Chrome) button on the top right of Chrome.
    2. Click "Settings" and then "Privacy and security".
    3. Click "Site settings" and then "JavaScript".
    4. Enable the option "Sites can use JavaScript".
  • Microsoft Edge
    1. Click the (Settings and more) button in the top right corner of Edge.
    2. Click "Settings" and then "Cookies and site permissions".
    3. Click "JavaScript" and enable JavaScript.
  • Apple Safari (iOS)
    1. Open the iOS settings.
    2. Tap "Safari" and then "Advanced" at the bottom.
    3. Enable JavaScript.
  • Apple Safari (macOS)
    1. Click "Safari" in Safari's menu bar and then click "Preferences".
    2. In the preferences, click "Security" and enable JavaScript.

3 Disabling extensions in the web browser

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

  • Google Chrome
    1. Click the (Customize and control Google Chrome) button on the top right of Chrome.
    2. Click "More tools" and then "Extensions".
    3. Disable the installed extensions.
  • Microsoft Edge
    1. Click the (Settings and more) button in the top right corner of Edge.
    2. Click "Extensions".
    3. Disable 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 the installed extensions.

If MyFRITZ!Net is now displayed correctly, you can determine which extension was preventing the CAPTCHA from being displayed by selectively enabling and disabling individual extensions. Configure an exception for myfritz.net in that extension or leave it disabled.



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