FRITZ!Box 7490 Serwis - Baza wiedzy

FRITZ!Box 7490 Serwis

Generating DSL diagnostics data and support data

To process your support request, we need the DSL diagnostics data for the error, the support data, and a screenshot of the DSL line test performed by your FRITZ!Box.

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

1 Installing a Lab version

It only makes sense to analyze the error when using a version that reflects the current state of FRITZ!OS development. Therefore, install the latest lab version for your FRITZ!Box:

  1. Download the lab version "Fresh from Development" for your FRITZ!Box model from FRITZ! Lab to your computer.
  2. Unzip the ZIP file to your computer, for example to the Desktop.
  3. Install the lab version (image file) for your FRITZ!Box as described in the infolab.txt file.

    Note:You can reinstall the regular FRITZ!OS for your FRITZ!Box at any time. See the file infolab.txt for information on the procedure.

2 Using the latest DSL version

The following steps are only necessary if you enabled the previous DSL version in the FRITZ!Box:

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "DSL Information" in the "Internet" menu.
  3. Click on the "Line Settings" tab. If the tab is not displayed, enable the Advanced View first.
  4. Disable the option "Use previous DSL version".
  5. Click "Apply" to save the settings.
    • Now the latest DSL version is enabled and the FRITZ!Box is restarted. The restart will take about two minutes.

3 Generating DSL diagnostics data

  1. In the FRITZ!Box user interface, click "Contents" on the bottom left of the page and then on "FRITZ!Box Support" at the bottom.

    Fig.: Links to "Contents" and "FRITZ!Box Support" in the user interface

  2. Click "Start DSL Diagnostics" to enable the DSL diagnostics function.
  3. Wait until the error occurs, or reproduce the error:
    1. If the DSL connection drops frequently, wait until the connection drops ten times after starting the diagnosis. Ideally, the FRITZ!Box should be connected to the DSL line for 24 hours.
    2. If the FRITZ!Box cannot establish a DSL connection at all, leave it connected with the DSL line for at least one hour after starting the diagnosis.
    3. If the FRITZ!Box displays many "Not Remediable Errors" (CRC), wait at least 15 minutes after starting the diagnosis and then reproduce the error (for example by downloading large files or watching IPTV).
  4. Click "End DSL Diagnostics".
  5. Save the file with the DSL diagnostics data on your computer.
  6. If possible, create a ZIP file containing the DSL diagnostics data.

    Note:In Windows, you can create ZIP files by right-clicking the file and then selecting "Send to" and "Compressed (zipped) Folder" from the context menu. In macOS, select the file and the select "Compress".

4 Generating support data

  1. In the FRITZ!Box user interface, click "Contents" on the bottom left of the page and then on "FRITZ!Box Support" at the bottom.

    Fig.: Links to "Contents" and "FRITZ!Box Support" in the user interface

  2. Click the "Generate Support Data" button.
  3. Select the option "Save" and save the support data as a TXT file. It may take a few minutes to save. Do not change the name or format of the file.
  4. If possible, create a ZIP file containing the support data.

    Note:In Windows, you can create ZIP files by right-clicking the file and then selecting "Send to" and "Compressed (zipped) Folder" from the context menu. In macOS, select the file and the select "Compress".

5 Making a screenshot of the DSL line test

The following step is only necessary if the FRITZ!Box cannot establish a DSL connection at all:

  1. In the FRITZ!Box user interface, click "Contents" on the bottom left of the page and then "FRITZ!Box Support".
  2. Click the link "DSL line test".
  3. Remove the DSL cable from the FRITZ!Box.
  4. Click the "Calibrate" button and click "OK" to start the calibration.
  5. Reconnect the DSL cable to the FRITZ!Box once calibration is completed.
  6. Click the "Measure" button and click "OK" to start the DSL line test.
  7. Once the measurement has been completed, take a screenshot of the "DSL line test" page.

    Important:If the line test shows that the problem may be caused by the cabling in your home, check it again. Tell us whether you were able to find any problems with the cabling at the indicated distance.