FRITZ!Box 7490 Serwis - Baza wiedzy

FRITZ!Box 7490 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, or in the case of telephony, information required for establishing a connection. 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. Call up http://fritz.box/support.lua in a web browser,
  2. Click on the "Packet traces" link in the "Packet Trace" section.
  3. Click on "Start" for "1. Internet connection" in the "Internet" section.
    • Only if "1. Internet connection" is not displayed:
      • Click on "Start" next to "Routing interface".
  4. Click on "Start" in the "DTrace" section.
  5. Reproduce the issue in question.

    Important:You must start the trace before the issue occurs. Do not end the trace until you have recorded the complete error.

  6. Click the "Stop" button for the selected interfaces. Do not click the button "Stop All"!
  7. At some point you will be asked if you would like to save the Internet trace. Save the file on your computer and do not change the name of the file.
  8. Click the button "dtrace.txt" in the "New result" row in the "DTrace" section. Select the option "Save" and save the file on your computer. Do not change the name of the file.
  9. If possible, create a ZIP file containing the traces.

    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.