FRITZ!Box 7560 Service - Knowledge Base

FRITZ!Box 7560 Service

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 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".

2 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".

3 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.