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Knowledge document #263

FRITZ!Box reports "The update failed" when adding a telephone book

You cannot add the address book from an email account (online contacts). One of the following error messages is displayed when updating the telephone book:

  • "The update failed. Please check the user data. (13, 14, 17)"
  • "The online telephone book could not be refreshed."

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

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

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

2 Email addresses from web hosting contracts cannot be used

Telephone books from 1&1 can only be imported if the email address belongs to a DSL or mobile contract. Addresses from web hosting contracts cannot be used.

3 Address book contains too many entries

The address book may contain a maximum of 1000 entries. If you use Google Contacts, the contact groups "My Contacts" and "Other Contacts" are synchronized. The total number of entries in both of these groups may therefore not exceed 1000 entries.

4 Address book does not contain any telephone numbers

The FRITZ!Box only imports contacts with telephone numbers. Since the FRITZ!Box does not import address books that only contain email addresses, at least one entry must contain a telephone number.

5 Deleting a telephone book in the FRITZ!Box and setting it up again

Deleting a telephone book

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephone Book" in the "Telephony" menu.
  3. Switch to the telephone book for your email account.
  4. Click the (Delete) button and then "OK".

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.

Setting up a telephone book again

  1. Set up the telephone book in the FRITZ!Box.

6 Contacting your provider

If you still cannot add the contacts, either your account information is not entered correctly or there is a problem with your provider:

  1. Contact your email provider.
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