FRITZ!Box 7272 Serwis - Baza wiedzy

FRITZ!Box 7272 Serwis

Making a packet trace and generating support data

We need a packet trace of the error and the support data for your FRITZ!Box in order to process your support request.

1 Making a packet trace

Important:Packet traces may contain settings of your FRITZ!Box and data on Internet communication. They do not contain passwords for Internet telephony, Internet access or your wireless password. The information in the support data, which may contain personal data, will only be used for solving this issue and will not be passed on to third parties. The traces will be deleted after analysis or after the case has been closed at the latest.

  1. Turn off all network devices (for example computers, smartphones) except for the computer you are going to make the packet trace with and the relevant playback device or software.
  2. Enter the address http://fritz.box/support.lua in a web browser,
  3. Click on the "Packet traces" link in the "Packet Trace" section.
  4. In the "Network Interfaces" section, click on "Start" next to "lan" and save the file with the trace on your computer.
  5. Reproduce the error. Make sure to start the trace before the error occurs and do not end the trace until the error has been fully recorded.
  6. Click the "Stop" button for the selected interface.
  7. If possible, create a ZIP file containing the trace.

    Note:ZIP files allow you to compress any files. In Windows, you can create ZIP files as follows: Right-click a file or folder, then select "Send to" and "Compressed (zipped) Folder" from the context menu.

2 Generating support data

Generate the FRITZ!Box support data immediately after completing the trace:

  1. Call up http://fritz.box/support.lua in a web browser,
  2. Click the "Generate Support Data" button.
  3. Select the option "Save" and save the support data as a TXT file on your computer. Do not change the file name or format.

    Note:The support data contains the FRITZ!Box settings and the event log. The information in the support data will only be used for solving this issue and will not be passed on to third parties. The support data will be deleted after the case has been closed at the latest.

  4. If possible, create a ZIP file containing the support data.

    Note:ZIP files allow you to compress any files.In Windows, you can create ZIP files as follows: Right-click a file or folder, then select "Send to" and "Compressed (zipped) Folder" from the context menu.