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WeChat Troubleshooting Guidelines

We're happy to help our customers anytime they have a WeChat problem.

After years of experience, we've learned a few things about technical support. Here's one lesson we've learned that always helps our customers.

  • Some computer or display problems can be fixed with do-it-yourself solutions or a bit of patience.

Our troubleshooting guidelines

We've made a list of troubleshooting guidelines. These solutions can solve heaps of problems.

Before you open a support ticket, try these solutions on your computer or mobile device. If one of them works - great!

If these steps don't solve your problem, open a ticket. We'll be glad to help.

From the Knowledge Base

FYI, you might consider reviewing these Knowledge Base articles:

 

 

Troubleshooting Guidelines

Got a WeChat problem? Try these quick fixes.

 

1. Can't see a new or updated WeChat article on a mobile device. Can't see updates after opening content with a WeChat QR code.

  • Please wait. Any changes you make on the Sinorbis platform are immediate. However, Chinese platforms typically need 10-15 minutes to register new or updated content. 
  • Switch to data service and reload the page.
  • Open the content in a different browser (e.g. Safari).

 

2.  A video or image doesn't display on the computer monitor.

  • Insert a different video or image. If you can see the new content, the problem might be caused by the original video or image file.
  • Save the article as a template and recreate the content in a new post.

For more information, see:

 3.  Can't post a page or WeChat post

Occasionally, your efforts to publish a WChat post fail. There are many reasons why a post cannot be sent. Fortunately, all the effort you spent creating a WeChat post can be salvaged.

Working with a failed post, you can:

  • edit a WeChat post
  • create a clone and send the same (or similar) content under a different name
  • If you are still having trouble publishing a WeChat post after editing the failed post, try:
    • Cloning the article and then re-saving it under a different name.
    • Saving the article as a template and recreating the content in a new post.

For more information, see:

 

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