FRITZ!Box 7560 Service - Knowledge Base

FRITZ!Box 7560 Service

Integrated fax reception fails occasionally or always fails

Although you configured the the integrated fax function according to our guide, fax reception fails occasionally or always fails. You either cannot receive faxes at all, or you only receive part of the faxes. One of the following error messages may be displayed in the event log of the FRITZ!Box:

  • "Not Acceptable Here (488)"
  • "Not Acceptable Here (606)"
  • "Unsupported Media Type (415)"
  • "E-mail delivery failed. [Message]"
  • "Error while saving the message on USB storage."
  • "An error occurred during fax reception. The document was not received or is incomplete."

Important:Some of the settings described here are only displayed if the advanced view is enabled in the user interface. The configuration procedure and notes on functions given in this guide refer to the latest FRITZ!OS

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

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

2 Checking the event log of the FRITZ!Box

Restarting the FRITZ!Box

Since some error messages are only displayed once in the event log, restart 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.

Checking the event log for error messages

As soon as fax reception fails for the first time after the restart, check whether an error message is given for the failed fax attempt. Then, follow the instructions given for that particular error message:

  1. Click "System" in the FRITZ!Box user interface.
  2. Click "Event Log" in the "System" menu.
  3. Select "Telephony" from the drop-down list.
  4. Check whether one of the following error messages is displayed:
    • "An error occurred during fax reception. The document was not received or is incomplete."
      • If this message is displayed although you received the complete fax, some data packets were lost during transmission:
        • In these cases, ignore the error message. This is not an error.
      • If this message is displayed when the message E-mail delivery failed" or "Error while saving the message on USB storage" is displayed:
        • Follow the instructions given for these messages.
    • "E-mail delivery failed. [Message]"
      • The fax document was not forwarded to the specified e-mail address because the e-mail address or account information for your e-mail account was not correctly entered for the push service:
    • "Error while saving the message on USB storage."
      • The fax document was not copied to the USB storage device because it cannot be written to it.
        • Connect a different USB storage device - preferably a USB memory stick - to the FRITZ!Box for testing purposes.
    • "Unsupported Media Type (415)"
      • Your Internet telephony provider does not support a requested codec or generally does not allow fax transmission. The FRITZ!Box cannot resolve this issue.
    • "Not Acceptable Here (488 or 606)"
      • Your Internet telephony provider does not support the T.38 standard. Without T.38 (Fax over IP), fax transmission over the Internet is not reliable.
        • Disable T.38 in the FRITZ!Box user interface. You may be able to send and receive faxes without using T.38.

          Note:If you cannot send and receive faxes without using T.38, then you can use an Internet number of an Internet telephony provider that does support T.38 to receive faxes.

3 Checking whether T.38 was used for fax transmission

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephone Numbers" in the "Telephony" menu.
  3. Click on the "Voice Transmission" tab.
  4. Look for aborted faxes under "Display table on completed telephone calls" and check whether "T.38" is displayed in the "Coding" column for these faxes:
    • If "T.38" is displayed:
      • The standard T.38 was used for this fax transmission.
    • If "T.38" is not displayed:
        The standard T.38 was not used for this fax transmission. Your Internet telephony provider must support the T.38 standard. Without T.38 (Fax over IP), fax transmission over the Internet is not reliable.

      Note:If your Internet telephony provider does not support T.38, then you can use an Internet number of an Internet telephony provider that does support T.38 to receive faxes.