FRITZ!Box 7360 Service - Knowledge Base

FRITZ!Box 7360 Service

Generating DSL diagnostics data and support data

In order 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 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.

1 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.
  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.

2 Generating DSL diagnostics data

  1. Enter the address http://fritz.box/support.lua in a web browser.
  2. Click "Start DSL Diagnostics" to enable the DSL diagnostics function.
  3. Wait until the error occurs, or reproduce the error.
  4. 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.
  5. 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.
  6. Click "End DSL Diagnostics".
  7. Save the file with the DSL diagnostics data on your computer.
  8. If possible, create a ZIP file containing the DSL diagnostics 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.

3 Generating support data

  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. This process may take several minutes. Do not change the name or format of the file.
  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.

4 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. Enter the address http://fritz.box/support.lua in a web browser.
  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.