Diagnostix360 Support
Start with the user guide, then send a privacy-conscious report if you need help interpreting a completed run.
Use the guide
Learn the Simple/Technical workflow, how to read a result, how to retest and how to choose the right report.
Send a report
For most support conversations, start with the Customer report. Send a Technical report only when detailed measurements are actually needed.
Email support
Describe what you expected, what happened, and whether the issue is repeatable. You may attach a report after reviewing it.
A short, comparable recheck is usually more useful than a long description.
- Run the check while the problem is happening.
- Follow the first suggested action, if one is shown.
- Run the check again from the same place and connection.
- Open History to see whether the score or measured path changed.
- Generate a Customer report or, when necessary, a Technical report.
Review before you share.
Prefer the Customer report first
It is designed to communicate the main result and next steps without the full set of technical identifiers. If the support team needs more evidence, you can then decide whether to share the Technical report.
Technical reports need more care
The Technical report is the full evidence package and can contain network identity, addresses, route information, timestamps and other diagnostic details when available. Preview the PDF before sending it to a trusted recipient.
Quick troubleshooting
The result changes between runs. Is that normal?
It can. Wi-Fi signal, congestion, routing, mobile conditions and remote response times can change quickly. Compare runs from the same place and active connection when possible.
The app says to check again. What should I do?
Keep the same connection active and repeat the test. If a specific action is shown, change only that one thing first, then compare the new result with the previous run.
Why does Technical mode show more than Simple mode?
Simple mode puts the conclusion and next action first. Technical mode exposes the underlying measurements, path evidence, score contribution, readiness estimates and monitoring tools.
Can Diagnostix360 prove my ISP is at fault?
No single app measurement can prove every cause or contractual responsibility. Diagnostix360 provides point-in-time diagnostic evidence that can help you and a support team decide where to investigate next.