FRITZ!Box 7390 Service - Knowledge Base

FRITZ!Box 7390 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.

1 Generating DSL diagnostics data

  1. Enter the address http://fritz.box/support.lua in a web browser.
  2. Click "Start DSL Diagnostics".
    • Now the FRITZ!Box enables the DSL diagnostics function.
  3. Either wait until the error occurs, or reproduce the error and then click "End DSL Diagnostics" to generate the DSL diagnostics data.

    Example:
    If the DSL connection is frequently interrupted, after starting the DSL diagnosis, wait for the connection to be interrupted ten times (ideally the FRITZ!Box should be connected to the DSL line for at least 24 hours). Afterwards, end the DSL diagnostics while the DSL connection is active.

  4. Save the file with the DSL diagnostics data on your computer.
  5. 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.

2 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. 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.

3 Making a screenshot of the DSL line test

Only perform the DSL line test if the FRITZ!Box cannot establish a DSL connection at all:

Note:In Windows, screenshots can be created as follows: Press the "Print" key. Start the Paint software (under "Start" > (All) Programs > Accessories"). Click "Edit" in the menu bar and select "Paste". The screenshot is inserted into Paint. Click "File > Save" and save the screenshot as a JPEG or GIF file.

  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 there is an issue with the cabling in your home, check the cabling again and tell us whether you were able to find any problems with the cable connection at the distance indicated.