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Knowledge document #3271

MyFRITZ!App cannot connect to the FRITZ!Box

MyFRITZ!App displays one of the following error messages when you start MyFRITZ!App or try to access the FRITZ!Box when you are away from home, establish a VPN connection to your home network, switch smart home devices, the answering machine, or call diversions:

  • "No connection to the FRITZ!Box active"
  • "Use from on the go not possible. Not connected via IPv6."

1 Installing the latest FRITZ!OS for the FRITZ!Box

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

2 Configuring MyFRITZ! Internet Access

It is only possible to use MyFRITZ!App to access the FRITZ!Box user interface over the internet if the FRITZ!Box is configured for internet access via MyFRITZ!:

3 Enabling use from on the go

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

  1. Start MyFRITZ!App 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 "Enable" button to complete the configuration.

4 FRITZ!Box is not accessible on the internet

So that MyFRITZ!App can access the FRITZ!Box over the internet, the FRITZ!Box must have an IPv6 or IPv4 address that is accessible 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 as described in the guide Checking accessibility of the FRITZ!Box in the internet.

5 VPN connection can only be used with public IPv4 addresses

When using a FRITZ!Box with FRITZ!OS earlier than 7.50, MyFRITZ!App can only establish VPN connections if the FRITZ!Box obtains a public IPv4 address from the internet service provider. If the FRITZ!Box obtains a private IPv4 address, it is not possible to establish VPN connections to the FRITZ!Box.

Note:When used with a FRITZ!Box with FRITZ!OS 7.50 or later, MyFRITZ!App can also establish VPN connections over IPv6.

6 Maintaining a permanent internet connection

You can only use MyFRITZ!App 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.