diff --git a/web/app/assets/javascripts/networkTestHelper.js b/web/app/assets/javascripts/networkTestHelper.js
index 2db8ed655..b61773924 100644
--- a/web/app/assets/javascripts/networkTestHelper.js
+++ b/web/app/assets/javascripts/networkTestHelper.js
@@ -137,7 +137,7 @@
         context.jamClient.SetNetworkTestScore(0);
         renderStopTest('', "We're sorry, but your router and Internet service will not effectively support JamKazam sessions. Please click the HELP button for more information.")
       }
-      else if(reason == "unreachable") {
+      else if(reason == "unreachable" || reason == "no-transmit") {
         context.jamClient.SetNetworkTestScore(0);
         renderStopTest('', "We're sorry, but your router will not support JamKazam in its current configuration. Please click the HELP button for more information.");
       }
@@ -149,12 +149,16 @@
         context.JK.alertSupportedNeeded("The JamKazam service is experiencing technical difficulties.");
         renderStopTest('', '');
       }
+      else if(reason == "server_comm_timeout") {
+        context.JK.alertSupportedNeeded("Communication with the JamKazam network service has timed out." + appendContextualStatement());
+        renderStopTest('', '');
+      }
       else if(reason == 'backend_gone') {
         context.JK.alertSupportedNeeded("The JamKazam client is experiencing technical difficulties.");
         renderStopTest('', '');
       }
       else if(reason == "invalid_response") {
-        context.JK.alertSupportedNeeded("The JamKazam client software had an unexpected problem while scoring your Internet connection. Reason=" + attempt.backend_data.reason + '.');
+        context.JK.alertSupportedNeeded("The JamKazam client software had an unexpected problem while scoring your Internet connection.<br/><br/>Reason:  " + attempt.backend_data.reason + '.');
         renderStopTest('', '');
       }
       else if(reason == 'no_servers') {
@@ -172,7 +176,7 @@
         renderStopTest('', '');
       }
       else if(reason == "timeout") {
-        context.JK.alertSupportedNeeded("Communication with a network test servers timed out." + appendContextualStatement());
+        context.JK.alertSupportedNeeded("Communication with the JamKazam network service timed out." + appendContextualStatement());
         testedSuccessfully = true;
         renderStopTest('', '');
       }
@@ -204,8 +208,9 @@
     }
 
     function cancel() {
-      clearBackendGuard();
+
     }
+
     function clearBackendGuard() {
       if(backendGuardTimeout) {
         clearTimeout(backendGuardTimeout);
@@ -213,6 +218,11 @@
       }
     }
 
+    function setBackendGuard() {
+      clearBackendGuard();
+      backendGuardTimeout = setTimeout(function(){backendTimedOut()}, (gon.ftue_network_test_duration + 1) * 1000);
+    }
+
     function attemptTestPass() {
 
       var attempt = {};
@@ -230,7 +240,7 @@
 
       updateProgress(0, false);
 
-      backendGuardTimeout = setTimeout(function(){backendTimedOut()}, (gon.ftue_network_test_duration + 1) * 1000);
+      setBackendGuard();
 
       context.jamClient.TestNetworkPktBwRate(serverClientId, createSuccessCallbackName(), createTimeoutCallbackName(),
         NETWORK_TEST_TYPES.PktTest400LowLatency,
@@ -323,8 +333,6 @@
     }
 
     function networkTestComplete(data) {
-      clearBackendGuard();
-
       var attempt = getCurrentAttempt();
 
       function refineTest(up) {
@@ -364,6 +372,8 @@
 
       if(data.progress === true) {
 
+        setBackendGuard();
+
         var animate = true;
         if(data.downthroughput && data.upthroughput) {
 
@@ -381,7 +391,7 @@
         }
       }
       else {
-
+        clearBackendGuard();
         logger.debug("network test pass success.  data: ", data);
 
         if(data.reason == "unreachable") {
@@ -391,7 +401,9 @@
           testFinished();
         }
         else if(data.reason == "no-transmit") {
-          
+          logger.debug("network test: no-transmit (STUN issue or similar)");
+          attempt.reason = data.reason;
+          testFinished();
         }
         else if(data.reason == "internal_error") {
           // oops
@@ -405,6 +417,11 @@
           attempt.reason = data.reason;
           testFinished();
         }
+        else if(data.reason == "server_comm_timeout") {
+          logger.debug("network test: server_comm_timeout (communication with server problem)")
+          attempt.reason = data.reason;
+          testFinished();
+        }
         else {
           if(!data.downthroughput || !data.upthroughput) {
             // we have to assume this is bad.  just not a reason we know about in code
@@ -470,7 +487,7 @@
     }
 
     function beforeHide() {
-      clearBackendGuard();
+
     }
 
     function initialize(_$step, _inGearWizard) {
diff --git a/web/app/assets/javascripts/utils.js b/web/app/assets/javascripts/utils.js
index 309547003..393ba7202 100644
--- a/web/app/assets/javascripts/utils.js
+++ b/web/app/assets/javascripts/utils.js
@@ -540,8 +540,8 @@
     return ret;
   }
 
-  context.JK.alertSupportedNeeded = function(additionalContext) {
-    var $item = context.JK.Banner.showAlert(additionalContext + '  Please <a href="http://jamkazam.desk.com" rel="external">contact support</a>');
+    context.JK.alertSupportedNeeded = function(additionalContext) {
+    var $item = context.JK.Banner.showAlert(additionalContext + '<br/><br/>Please <a href="http://jamkazam.desk.com" rel="external">contact support</a>.');
     context.JK.popExternalLinks($item);
     return $item;
   }