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. This will help us to find the cause of a problem quicker.

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.

ZIP files allow you to compress any files. In Windows, right-click a file or folder, then select Send to and Compressed (zipped) Folder from the context menu.

Generating support data

Learn how to generate support data on a FRITZ!Box.

 

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!

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. 

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.

After you gather all necessary data, provide it to edpnet helpdesk for further analysis:

• If you already have an open case running at edpnet helpdesk, attach the files to your ticket. 
• Send the files by e-mail to edpnet.