We're here when something breaks.
Real humans on the other end of the inbox. Product questions, install help, false-positive reports, feature requests — send them all to the addresses below and we'll get back to you.
Two inboxes, one team.
Use the address that matches what you're writing about. Either way, it reaches the same group of people at Van Dien io.
Product support
Installs that won't finish, crashes, false positives, MTR results that look wrong, feature requests — anything tied to the NetGlobe app itself.
support@vandien.ioWe aim to reply within one business day.
General & commercial
Licensing, partnerships, press, team or volume deployments, security disclosures, or anything else not tied to a specific NetGlobe install.
info@vandien.ioRouted to the Van Dien io team.
Common fixes
Most NetGlobe issues fall into one of these categories. If none apply, email support.
Install & first launch
NetGlobe won't open / Gatekeeper warning on macOS
If you installed a build outside the Mac App Store, macOS Gatekeeper may block the unsigned binary on first launch. Right-click the app in Finder and choose Open — the warning will now offer an "Open anyway" button.
If the quarantine flag persists, run xattr -dr com.apple.quarantine NetGlobe.app in Terminal against the app bundle.
The Mac App Store build is fully signed and notarized; no workaround needed.
SmartScreen warning on Windows
If you ran the standalone installer on Windows, SmartScreen may prompt on first launch. Click More info, then Run anyway.
The Microsoft Store build is fully signed; no warning will appear.
UI doesn't open in my browser
NetGlobe binds to http://127.0.0.1:4127. If another app already owns that port, NetGlobe will pick the next available port and open it in your default browser.
If the browser tab doesn't open automatically, visit http://127.0.0.1:4127 yourself.
If you have a strict local firewall, allow connections to 127.0.0.1 for the NetGlobe binary.
Map & connections
The map is empty / no connections show up
NetGlobe filters loopback and link-local traffic by default. Try opening a website in your browser, or any cloud-backed app, and the map should populate within a few seconds.
If it stays empty, check Settings → Permissions. On macOS, NetGlobe needs lsof to be runnable as your user — it is by default. On Windows, no admin privileges are required.
An IP shows up in the wrong country
NetGlobe uses a bundled GeoIP database. Like all GeoIP databases, it occasionally lags reality — anycast addresses, CDN nodes, and re-allocated ranges are the usual suspects.
You can update the database manually in Settings → GeoIP, or report the specific mis-location to support@vandien.io with the IP.
A connection is flagged but I know it's legitimate
Open the focus panel for that connection. The trust card shows which feed produced the hit (FireHOL L1, Spamhaus DROP, ThreatFox, etc.) and what severity it carries.
If you believe the feed itself is wrong, report it to the upstream feed maintainer. If the issue is how NetGlobe surfaces or weights the hit, send the details to support@vandien.io and we'll tune defaults.
Diagnostics
Traceroute or MTR returns no results
Many corporate networks and some home routers drop ICMP TTL-exceeded packets, which traceroute relies on. NetGlobe will fall back to UDP and TCP probes automatically.
If all three probe types fail, the target is likely filtering them — try a different host (e.g. 8.8.8.8) to confirm the issue is target-side.
Speed test results look wrong
Speed test accuracy is bounded by the test server's capacity, the path between you and it, and what else is using your link at that moment. Run two or three tests against different servers to triangulate.
For controlled, repeatable benchmarks, use the built-in iperf3 client against your own iperf3 server.
Help us fix it faster.
A short, structured report turns into a fix much faster than a vague one. Here's what to include.
What to send
Email it all to support@vandien.io.
-
What happened
One sentence on what you expected and what you got instead. -
Steps to reproduce
Minimum number of steps that trigger it. Numbered if more than two. -
NetGlobe version
From Settings → About. Both the build number and platform. -
OS & version
macOS 14.4, Windows 11 23H2, etc. -
Screenshot or video
Especially for UI bugs. A short screen recording is gold.
Other places to look.
Security disclosure
Found a vulnerability? Send the details to info@vandien.io with "Security" in the subject.
Disclose →