FRITZ!Box 5490 Service - Knowledge Base

FRITZ!Box 5490 Service

Cannot make outgoing calls

You cannot use a telephone or telephones connected to the FRITZ!Box to make calls over the internet. This may also only occur with certain numbers you attempt to call. The problem either occurs sporadically or continuously. When it occurs, the telephone number may not be currently registered and one of the following error messages or a different message referring to the telephone number may be displayed in the event log of the FRITZ!Box:

  • "Registration of internet telephone number [number] failed. Reason for error: DNS error"
  • "Registration of internet telephone number [number] failed. Reason for error: Remote site not responding. Timeout."
  • "Registration of internet telephone number [number] failed. Remote site reports reason for error: [40x, 50x, 500, 503]"
  • "Internet telephony registration failed [number] Reason for error: [401, 402, 403]"
  • "Internet telephony with [Number] failed. Reason for error: [404, 405, 406, 407, 408, 50x]"
  • "Internet telephony with [number] via [registrar] failed. Reason for error: Not Acceptable Here (488)"
  • "Internet telephony with [number] via [registrar] failed. Reason for error: Timeout: The call was not accepted. [Message]"
  • "Internet (telephony) connection cleared."

Note:The configuration procedure and notes on functions given in this guide refer to the latest FRITZ!OS for your FRITZ!Box.

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

1 Entering your location information

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephone Numbers" in the "Telephony" menu.
  3. Click on the "Line Settings" tab.
  4. Select your country from the drop-down list under "Location Information". If your country is not included in the list, select "Other country".
  5. For the "Country code", enter the leading zeros in the first field and the country code in the second field (for example for Germany "00" and "49", see fig.).
  6. For the "Area code", enter the leading zero in the first field and the area code in the second field (for example for Berlin "0" and "30", see fig.).

    Fig.: Entering the country code and area code (e.g. for Germany and Berlin)

  7. Click "Apply" to save the settings and confirm that the procedure may be executed on the FRITZ!Box, if asked to do so.

2 Restarting the FRITZ!Box

  1. Click "System" in the FRITZ!Box user interface.
  2. Click "Backup" in the "System" menu.
  3. Click on the "Restart" tab.
  4. Click the "Restart" button.

3 Deleting call blocks

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Call Handling" in the "Telephony" menu.
  3. Delete any call blocks configured for outgoing calls to individual numbers or ranges of numbers that you would like to call.

4 Deleting carrier prefixes

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Call Handling" in the "Telephony" menu.
  3. Click on the "Carrier prefixes" tab.
  4. Delete all entries under "Global Carrier Prefix" and "Additional Carrier Prefixes".
  5. Click "Apply" to save the settings.

5 Entering the correct internet telephone number and account information

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephone Numbers" in the "Telephony" menu.
  3. Make a call and check whether the status LED before the number is green or gray.
  4. If the LED is green, proceed with the following section. The account information for your telephone number is entered correctly.
    • If the LED is gray:
      1. Change the password for your telephone number saved with your internet telephony provider.

        Important:Use a password that you have not used before. Normally you can change your password in your personal customer area on your provider's website.

      2. Set up the telephone number in the user interface again.
      3. If the status LED is still gray, contact your internet telephony provider to have your telephone number and account information checked.

6 The provider rejects the call attempt

This section only applies if the message "Internet telephony [...] failed. Reason for error: Not Acceptable Here (488)" is displayed under "System > Event Log" in the FRITZ!Box user interface when the error occurs. This message from your provider indicates that it does not make a requested function available for your line. This may be due to the following reasons, for example:

  • The provider does not support the requested codec.
  • The provider does not permit calls to the destination telephone number, for example calls to premium numbers.
  • The provider does not allow you to make simultaneous calls.

Therefore, the FRITZ!Box cannot resolve this issue.

7 Connecting and configuring an analog telephone

The following steps are only necessary if the telephone is connected to an analog extension (for example "FON 1"):

Setting your analog telephone to touch-tone dialing

  • Set your device to "touch-tone dialing" (DTMF) and not "pulse dialing". If tone dialing is selected, you will hear a tone when you press a number key; with pulse dialing, you hear clicking sounds. Refer to the device's manufacturer for information on how to set it up, for example consult the manual.

Using only one connection option

"FON 1" and "FON 2" both have two options for connecting devices: You can either use the RJ11 socket on the back or the TAE socket on the side of the FRITZ!Box for the respective extension. You can only use one connection option at a time:

Example:
If you connected a telephone to the RJ11 socket for "FON 1", you cannot connect a device (for example a telephone, answering machine) to the TAE socket for "FON 1".

  • If you connected devices to both of the sockets for the same extension, remove one of the devices from the FRITZ!Box.

8 Connecting and configuring an ISDN telephone

The following steps are only necessary if the telephone is connected to the "FON S0" port:

Preparations

  • Configure the telephone so that you can send keypad sequences (sequences of symbols and numbers, such as *121#) and enter special characters such as * and # with it. On many telephones, you can configure this function in the menu "Operation at a PBX > Dialing options > Dial * and #".

Disabling the transmission of text information for ISDN telephones

The FRITZ!Box transmits various text information to ISDN telephones during call setup. This way your telephone display shows you which number is currently being used to make a call, for example. However, some ISDN telephones do not process this text information correctly. Therefore, disable the function in the FRITZ!Box for testing purposes:

  1. Enter #960*0* on your telephone and press the call key (lift the receiver).
  2. Hang up again after about 3 seconds.

    Note:You can re-enable this function by entering #960*2*.

Disabling the energy-saving mode for ISDN telephones

The FRITZ!Box is equipped with a number of energy-saving mechanisms. For example, communication between the internal S0 bus and ISDN device is cleared when there is no active connection. Some ISDN devices have problems with this function. Therefore, disable this function in the FRITZ!Box if ISDN devices are having problems with establishing connections:

  1. Enter #966*1* on your telephone and press the call key (lift the receiver).
  2. Hang up again after about 3 seconds.

    Note:You can re-enable this function by entering #966*0*.

Resetting the ISDN telephone

  • On the telephone, delete all numbers (MSNs), call-by-call prefixes, and dialing rules.

Connecting only an ISDN telephone

  1. Disconnect all devices (such as telephones, PBXs, faxes) and cables from the "FON S0" port.
  2. Connect a telephone to the "FON S0" port. Do not use a PBX or an ISDN hub to connect the telephone to the FRITZ!Box.
  3. If you cannot make calls, proceed with the following section. Do not connect any further ISDN devices yet.
    • If you can make calls, then another device or its cable is defective, or a device is incorrectly configured, for example incorrect telephone numbers, dialing rules.
      1. Reconnect the other ISDN devices to find out which device causes the problem. Do not connect more than one ISDN device without its own power supply.
      2. If the error occurs again after you connect a particular ISDN telephone, then that telephone or its cable is defective.
        • If the error occurs again after you connect a PBX, then the PBX is either defective or incorrectly configured, for example incorrect telephone numbers, incorrect dialing rules, or call-by-call prefixes.

9 Setting up FRITZ!App Fon

The following steps are only necessary if the problem occurs when using FRITZ!App Fon:

Defining telephone numbers for FRITZ!App Fon

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephony Devices" in the "Telephony" menu.
  3. Click the button (Edit) for FRITZ!App Fon. When it was installed, FRITZ!App Fon was automatically configured with the telephone's device name on the "LAN/WLAN" port in the FRITZ!Box.
  4. From the drop-down list "Outgoing calls", select the number that FRITZ!App Fon should use for making calls.
  5. Select the numbers that FRITZ!App Fon should react to when you receive calls.
  6. Click "OK" to save the settings.

Disabling HD telephony

  1. Start FRITZ!App Fon.
  2. Tap "More" and then "Settings".
  3. Disable the option "HD telephony".

Enabling alternative microphone

The following steps are only necessary if the problem occurs when using FRITZ!App Fon on an Android device:

  1. Start FRITZ!App Fon.
  2. Tap "More" and then "Settings".
  3. Tap the menu key on the telephone and then tap "Advanced".
  4. Enable the option "Alternative microphone".

10 Reconfiguring your telephone

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephony Devices" in the "Telephony" menu.
  3. Delete the telephone that you cannot make calls with. To do so, click the corresponding (Delete) button.
  4. Use the wizard to reconfigure the telephone: To do so, click the "Configure New Device" button and follow the instructions.

    Important:Do not use the wizard configure FRITZ!App Fon. FRITZ!App Fon is automatically reconfigured when you close FRITZ!App Fon completely and then restart the app.

11 Disabling HD telephony

The following steps are only necessary if the problem occurs with a cordless telephone:

  1. Click "DECT" in the FRITZ!Box user interface.
  2. Click "Cordless Telephones" in the "DECT" menu.
  3. Click the button (Edit) for the respective telephone.
  4. Click on the "Telephony Device Features" tab.
  5. Select the option "HD disabled" from the drop-down list in the "HD Telephony" section. If the section is not displayed, enable the Advanced View first.
  6. Click "OK" to save the settings.

The FRITZ!Box is now completely configured for making calls over the internet. If the issue persists, your internet telephony provider may be experiencing technical difficulties.