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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 Installing the latest FRITZ!OS for the FRITZ!Box

  1. Install the latest FRITZ!OS on the FRITZ!Box.

2 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 menu symbol on the top left and then "Settings" (Android) or the gear icon and then the "i" next to your FRITZ!Box (iOS).
  3. Enable the option "Use from on the go".
  4. Enter the FRITZ!Box password. If you enabled login with FRITZ!Box username and password, enter the username and password.
  5. Tap the "Log In" button to complete the configuration.

3 FRITZ!Box cannot be reached in the internet

So that FRITZ!App Smart Home can access the FRITZ!Box over the internet, the FRITZ!Box must have an IPv6 or IPv4 address that is reachable on the internet and the mobile device must be able to access this IP address.

You can determine whether the FRITZ!Box has an IP address that is accessible on the internet and whether the mobile device can access this IP address by using the guide Checking accessibility of the FRITZ!Box in the internet.

4 Maintaining a permanent 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.
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