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Knowledge Base 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:

  • 'Cannot be accessed'
  • '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!:

  1. Create a MyFRITZ! account and set it up in the FRITZ!Box.

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 on the gear symbol on the top left.
  3. Enable the 'Use from on the go' option.
  4. Enter the FRITZ!Box password. If you enabled login with FRITZ!Box username and password, enter the username and password.
  5. Tap on the 'Enable' button to complete the configuration.

4 FRITZ!Box cannot be reached 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 reachable on the internet and the mobile device must be able to access this IP address.

You can find out whether the FRITZ!Box has an IP address that is reachable on the internet and whether the mobile device can reach this IP address from its present location by using the guide Checking accessibility of the FRITZ!Box in the internet.

Note:You can also check the IP address of your FRITZ!Box from on the go in the Device Overview of your MyFRITZ! account at myfritz.net in the 'Device Overview for Your MyFRITZ! Account' section.

5 VPN connection can only be used with public IPv4 addresses

If MyFRITZ!App is used with a FRITZ!Box with FRITZ!OS 7.50 or later, the app can establish VPN connections over IPv4 as well as IPv6.

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

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 on 'Internet' in the FRITZ!Box user interface.
  2. Click on 'Account Information' in the 'Internet' menu.
  3. Click on '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 on 'Apply' to save the settings.
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