Frequently asked questions and troubleshooting

Identify the failing step before changing its configuration. Preserve tasks and files; deleting accounts, clearing data or reinstalling repeatedly should not be the first response.

Find the problem

Problem	First check	Read more
Installer will not open	Matching OS and processor, official file source	Install and update
Client cannot sign in	Original login window, identity, verification prompts and network	Account and usage
Insufficient balance before a task	Balance and top-up order status	Account and usage
Employee unavailable or unsuitable	Deployment, workspace and permissions	Digital employees
Knowledge search cannot find a file	Workspace, indexing, search scope and preview	Use a knowledge base
Channel connection error	The account's credentials, network and platform configuration	WeChat, WeCom, Feishu
Connected but nothing executes	Sender pairing, workspace and group mention	Connect and pair
Remote operation unavailable	Windows state, conversation authorization and explicit task	Remote computer control
Desktop completed but phone has no file	Delivery status and client attachment capability	Files and attachments

Check channels in order

1. Account: verify the intended account is connected, enabled and error-free.
2. Sender: check the source identity in pending or approved pairings. Each group member must pair.
3. Workspace: verify the directory exists, is available and belongs to the intended project.
4. Task: open the local conversation to inspect received messages, execution, approvals and errors.
5. Delivery: after completion, inspect platform acceptance or attachment status, then check the phone.

Common questions

Can phone tasks continue after the computer shuts down?

This computer executes channel tasks, so the client must be running and online. Shutdown, sleep or network loss affect reception and execution. Check status after recovery before sending duplicates.

Can one Feishu application connect to multiple computers?

Use a separate application for each independent account connection. Multiple long connections for one application may share events and send a task to another computer.

Why pair after connecting?

Connection makes the platform account available. Pairing determines who may send tasks to your workspace. Remote computer operation needs additional authorization. These are separate states.

Does Stop undo the last action?

Stopping ends further execution. It does not restore changed files, retract sent content or cancel incurred usage. Restore important files from backups.

Does deleting a pairing delete history?

Deleting a pairing removes member approval and remote authorization but preserves local conversation history. The next message requires pairing again. Deleting a channel account additionally stops its connection and removes credentials, so avoid deleting an entire account to solve one contact's problem.

Report a problem

Send these details through your existing support channel. Hide personal identities, file contents and secrets in screenshots:

客户端版本：
操作系统与芯片：
出问题的入口或消息渠道：
发生时间：
我执行的步骤：
预期结果：
实际结果与错误文字：
是否能稳定复现：

For order issues, also provide the order number, amount and payment time. Do not send passwords, App Secrets, bot Secrets, verification codes or complete chat histories.