# Support Robotics — network diagnostics

Source: https://urbanx.co.za/support-robotics

Support Robotics is the UrbanX diagnostic stack. It exists so that a fault is identified from measurements rather than from a phone conversation.

## Self-service checks

Automated health checks verify browse, stream and call quality, and return plain-English recommendations when a specific capability fails.

## Agent-assisted diagnostics

Through the UrbanX app, a support agent can, with your consent:

- Run quick tests, Wi-Fi tests and full internet tests, with results timestamped and compared across runs.
- Generate a PDF report suitable for escalation to the Fibre Network Operator.
- Check website reachability (Google, Facebook, Netflix and others) and verify firewall ports for VoIP, gaming and streaming.
- Run a full traceroute with per-hop latency analysis, and scan the local network for connected devices.
- Access the router remotely to view and adjust settings.
- Run a Wi-Fi walking survey that maps coverage room by room.
- Request photos of the physical setup, and share ONT, router and network diagrams.

Typical timings: speed test and Wi-Fi signal check in about 5 seconds; a full connection quality audit in about a minute.

### How a remote session starts

1. The agent sends an SMS with a download link to the app.
2. You install it and open the **Assist Support** function.
3. The app generates a unique connection code; giving that code to the agent grants temporary access to your network diagnostics.
4. Keep the app open while the agent runs tests from their side.

## Network Analysis Tool (Windows)

A free, lightweight diagnostic application for Windows desktops, downloadable from the page.

1. Download and extract the ZIP from your Downloads folder.
2. Run `Network Analysis.exe`. Windows SmartScreen may warn — choose "More info → Run anyway".
3. Click start and let it finish; it takes up to about 5 minutes.
4. It writes `UrbanXConnect-Results.html` to your Desktop. Attach that file to a support ticket.

The tool tests connectivity at each hop — device → router → modem → internet — and identifies the breakpoint. It classifies the result as healthy (connection stable), degraded (minor latency or packet loss that could affect gaming or video calls), or critical (a failure or drop in the connection path).

**Privacy:** it collects network routing data only — local IP addresses, ping and traceroute results to public servers such as Google, Cloudflare and AWS, and to UrbanX. It does not scan personal files, passwords or browsing history. Results are compiled into a local HTML file on your own machine.

It is a diagnostic utility, not a repair tool: it tells you and the support team whether the problem is the local network, the computer or the ISP path, which is what makes a ticket resolve quickly.