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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 Home network connection (VPN) can only be used with public IPv4 addresses

In Android, you can use MyFRITZ!App's "Home Network Connection (VPN)" function in the "Home Network" menu to establish a secure VPN connection (Virtual Private Network) to the FRITZ!Box over the internet. This function can only be used if the FRITZ!Box obtains a public IPv4 address from the internet service provider.

When the FRITZ!Box is used on an internet connection with a DS-Lite tunnel, obtains a private IPv4 address, or only obtains an IPv6 address, you cannot establish VPN connections to 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 Public IP address required for access

You can only use MyFRITZ!App to access the FRITZ!Box over the internet if the FRITZ!Box obtains a public IPv4 address or an IPv6 address from your internet service provider when it connects to the internet.

Access via IPv4

For IPv4 internet access, the FRITZ!Box must obtain a public IPv4 address from the internet service provider. Access over IPv4 is not possible if the FRITZ!Box obtains a private IPv4 address.

You can find out whether the FRITZ!Box obtained a public or private IPv4 address by following the steps in our guide Identifying the address range of the IPv4 address for the internet connection.

Access via IPv6

For IPv6 internet access, both the FRITZ!Box and the mobile device that is to access the FRITZ!Box must be connected to the internet over IPv6. If only the FRITZ!Box obtains an IPv6 address but the mobile device is not connected to the internet via IPv6, IPv6 internet access is not possible.

You can call up the menu "Internet > Online Monitor" in the FRITZ!Box user interface to determine whether the FRITZ!Box is connected to the internet via IPv6.

You can test whether the mobile device that is to access the FRITZ!Box is connected to the internet over IPv6 by calling up www.test-ipv6.com or www.ipv6-test.com on the device.

5 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.