Diagnostix360 Support
For a connection problem, a short comparable recheck is usually more useful than a long description. For an app problem, include the app version and what you were trying to do.
Connection problem
Run a full Check in the place where the issue happens. Follow the first recommended action, change one thing and retest.
Intermittent problem
Start Live Monitoring and watch delay, jitter, packet loss and network changes while the symptom is actually happening.
Need human help
Email support@diagnostix360.com. Share a report only if it is relevant and review sensitive Technical details first.
Review before you share.
The Customer report is the safer default for ordinary support. The Technical report can contain network names, IP addresses, ISP/ASN, configured DNS, approximate area and other detailed identifiers depending on report privacy settings.
Use your in-app Privacy ID for diagnostic-telemetry requests.
If you previously enabled Diagnostic Data Sharing and want us to check whether current pseudonymous telemetry can still be linked to your installation, open Settings → Diagnostic Data Sharing, copy the Privacy ID, and include it in your email to support@diagnostix360.com.
What the ID identifies
Only Diagnostix360 diagnostic telemetry linked to that random app-scoped ID. It is not an Android ID, advertising ID, account ID or Firebase Analytics identifier.
After you turn sharing off
Future diagnostic uploads stop immediately. The Privacy ID remains only on your device so you can still identify previously shared rows for a request.
Retention boundary
Rows linked to a Privacy ID may remain linked for up to 365 days. At the end of that period, they are deleted or irreversibly de-identified, so they may no longer be retrievable by that ID.
Privacy requests are handled in line with applicable law and the information we can reasonably identify from the Privacy ID you provide.
Common questions
The result changes between runs. Is that normal?
Yes. Wi-Fi signal, congestion, routing, mobile conditions and remote services change quickly. Compare runs from the same place and intended connection when possible.
Live Monitoring shows “Still measuring”. What should I do?
Let the first few monitoring cycles build enough evidence. Current metrics become more useful as samples arrive, while network changes are recorded in the session instead of blending unrelated connections.
Why is there no Local test on mobile?
Mobile and Wi-Fi expose different radio information. Live Monitoring shows the measurements Android can provide for the active transport and keeps the Internet-quality evidence comparable across the session.
Why can weak signal still say the connection is working?
Signal is radio margin, not the whole connection. If Internet latency, reply reliability and experience estimates remain healthy, weak radio can be reported as context without being promoted into a path fault.
Can Diagnostix360 prove my ISP is at fault?
No single phone-side run can prove every cause or contractual responsibility. Diagnostix360 provides point-in-time evidence to help decide what to investigate next.