Network Trouble Checker Support

Network Trouble Checker is an iOS app that helps explain 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, compare another time or another Wi-Fi network.

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 10 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 and build
• History-saving status, saved-history count, and ad-removal status
• 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

In Settings under App Information, use “Copy Support Information” to copy the app version and build, OS, device type, history-saving status, saved-history count, and ad-removal status. Copied support information does not include diagnosis results, report text, IP or MAC addresses, the estimated gateway, or LAN device names.

Check Targets in Tools

• Ping and DNS use app-default check targets. You do not need to enter a hostname, IP address, or URL.
• Ping uses five short TCP connections to measure response time, jitter, and loss. It does not download speed-test data.
• Internet Access uses three brief TCP connections and shows them as Measurement 1 through Measurement 3. It does not guarantee that any particular website or service is available.
• The Speed tool receives no more than about 8 MB or runs for no more than five seconds against https://nwchk.elevenback.co.jp/download-test-8mb.bin on ElevenBack's speed-test server, then displays download Mbps calculated from the bytes received and elapsed time.
• 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.

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 at report creation for support context.
• A version configured with a verified App Store destination may add a fixed app 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 public contact form on the ElevenBack website:

https://elevenback.co.jp/

Email: info@elevenback.co.jp

Phone: +81 80 1462 4346

Address: