FRITZ!Box 7590 Service - Knowledge Base

FRITZ!Box 7590 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."

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 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.
  5. If the message "An error occurred during fax reception. The document was not received or is incomplete" although you received the complete fax, then there is no problem. Some data packets were lost during fax transmission. In this case you can ignore the message.
    • If the message "E-mail delivery failed. [message]" is displayed, correct the e-mail account information for the push service. The fax was not forwarded by e-mail because the e-mail address or the account information for your e-mail account was not correctly entered for the push service.
    • If the message "Error while saving the message to the USB storage medium " is displayed, connect a different USB storage device - preferably a USB memory stick - to the FRITZ!Box for testing purposes. The fax was not copied to the USB storage device because it cannot be written to it.
    • If the message "Unsupported Media Type (415) is displayed, then your provider does not support the requested codec or generally does not allow fax transmission.
    • If the message "Not Acceptable Here (488 or 606)" is displayed, then your provider does not support the T.38 standard. Without T.38 (Fax over IP), fax transmission over the Internet is not reliable.

3 Checking whether T.38 was used for fax transmission

The following steps are only necessary if you would like to receive faxes using an Internet telephone number:

  1. Click "Telephony" in the FRITZ!Box user interface.
  2. Click "Telephone Numbers" in the "Telephony" menu.
  3. Click on the "Voice transmission" tab. If the tab is not displayed, enable the Advanced View first.
  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:
  5. If "T.38" is displayed, then T.38 was used for the fax transmission.
    • If "T.38" is not displayed, then T.38 was not used. 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. If your FRITZ!Box is connected with a landline (analog or ISDN), you can also use a landline number instead of the Internet number to send faxes.

If you are still not able to receive a fax using a landline number, there are no further settings in your FRITZ!Box that influence faxing.

If you want, you can tell us which remote faxes do not work and tell us the exact type of fax machine being used (which model, manufacturer, and possibly a fax protocol from the remote fax issued after failed transmission). If possible, we shall take this into consideration when optimizing future versions of FRITZ!OS in order to improve communication with these fax machines.