Network Trouble Checker Support

The following describes version 1.1.3 and later. You can check your installed version in the app’s Settings.

Network Trouble Checker is an iOS app that checks Wi-Fi, cellular data, download speed, DNS, internet access, response time, and devices on the local network.

Privacy Policy: https://elevenback.co.jp/network-checker/privacy/en/

Before Contacting Support

• Make sure the iPhone or iPad is connected to the Wi-Fi network you want to check.
• If the result says the app could not access the local network, respond to any visible iOS permission prompt. If no prompt appears, review Local Network permission for Network Trouble Checker in iOS Settings.
• VPNs, iCloud Private Relay, Personal Hotspot, and Wi-Fi networks that require sign-in can affect how results should be interpreted.
• For a printer, NAS, or router, confirm that the device is powered on and connected to the same Wi-Fi network.
• If only an external website will not open, try again at a different time or on another Wi-Fi network and compare the results.

Troubleshooting by Symptom

• For slow internet, run the diagnosis at the same location at different times and compare download speed, response time, and internet access. The speed measurement stops after about 8 MB or five seconds, and results below 30 Mbps are marked as needing attention.
• If a printer or NAS is not found, check whether both devices use the same Wi-Fi and whether guest Wi-Fi or a VPN isolates them.
• If only DNS is unstable, review VPN, filtering-app, workplace, or school profile settings.
• If a problem appears once, try again after a few minutes and check whether the same pattern continues in History.

Information to Include

• Device model and iOS version
• App version
• Selected symptom and the time of any related saved diagnosis
• Local Network permission status
• Whether a VPN, iCloud Private Relay, Personal Hotspot, or sign-in Wi-Fi is in use
• What happened and what you expected

How the Tools Work

• Ping and DNS use destinations selected by the app. You do not need to enter a hostname, IP address, or URL.
• Ping starts measuring response time, jitter, and loss immediately and shows results from the first response. While its screen is in the foreground, the latest 20 measurements update the chart, summary, and assessment. Measurements stop when you leave the screen or background the app and resume when you return. Shared reports include the current summary. Ping does not download speed-test data.
• Internet Access checks the connection between this device and the internet. Individual sites and services may perform differently.
• The Speed tool downloads up to about 8 MB, for at most five seconds, from https://nwchk.elevenback.co.jp/download-test-8mb.bin on ElevenBack's speed-test server. It calculates the download speed in Mbps from the amount of data received and the time taken.
• Do not draw a conclusion from one result. Compare separate runs by location, time of day, and connection type such as Wi-Fi or cellular data.

Public Wi-Fi Checks and Purchase

Manual checks from Public Wi-Fi in Tools and rechecks after you close a login page are free. You complete any login or acceptance of network terms yourself.

The existing ad-removal purchase also includes Wi-Fi automatic checks while the app is in the foreground. Previous purchasers pay nothing more. Use Restore Purchases under “Ad Removal and Automatic Wi-Fi Checks” in Settings with the Apple Account used for purchase.

Your purchase must be verified and automatic checks must be turned on in Settings. They pause during other diagnostics or tools and while the app is in the background. The app does not open a login page or change connection settings automatically. Location permission for reading the Wi-Fi name is separate and optional; skipping or denying it still allows manual connectivity checks.

Sending a Diagnosis Report

• Use Share Report from a result to send the checked items, likely causes, and suggested next steps.
• A shared report includes the app version used to create it, so support can check which version you were using.
• If an app version has a verified App Store link configured, the report may include that fixed link. The link contains no user, device, diagnosis, history, or network identifier.
• The shared report redacts IP and MAC addresses, the estimated gateway, hostnames/DNS names, and LAN device names.
• Do not add names, company names, SSIDs, room numbers, or administrator passwords to your message.

A shared report goes only to the destination the user selects. Diagnosis results and history are not automatically sent to the developer's server. Send no more network information than support explicitly requests.

Contact

Use the contact form on the ElevenBack website:

https://elevenback.co.jp/

Email: info@elevenback.co.jp

Phone: +81 80 1462 4346

Address: