FRITZ!Box 3490 Service - Knowledge Base

FRITZ!Box 3490 Service

Making a packet trace (LAN) and generating support data

To process your request, we need a packet trace of the error and the support data for your FRITZ!Box.

Note:The support data contains your FRITZ!Box settings and the event log. Packet traces may contain settings of your FRITZ!Box and data on internet communication, or in the case of telephony, information required for establishing a connection. They do not contain passwords for internet telephony, internet access, or your wireless password. The data will only be used for processing your request and will not be passed on to third parties. All data will be deleted after the case has been closed at the latest.

1 Making a packet trace

  1. Start the computer you are going to make the packet trace with and the respective playback device or software.
  2. Turn off all of the other computers, smartphones, and other network devices connected to the FRITZ!Box, or clear their connections to the FRITZ!Box.
  3. In the FRITZ!Box user interface, click on "Contents" on the bottom left of the page and then "FRITZ!Box Support".
  4. Click the "Packet traces" link in the "Packet Trace" section.
  5. In the "Network Interfaces" section, click on "Start" next to "lan" and save the file with the trace on your computer.
  6. Reproduce the error. Start the trace before the error occurs and do not end the trace until the error has been fully recorded.
  7. Click the "Stop" button for the selected interface.
  8. If possible, create a ZIP file containing the trace.

    Note:The ZIP format allows 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

Generate the FRITZ!Box support data immediately after completing the trace:

  1. In the FRITZ!Box user interface, click on "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 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:The ZIP format allows 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.