Frequently Asked Questions

This page covers the most common issues with registration, installation, browser profile creation, and profile launches. Before troubleshooting, confirm whether you are using the desktop client or the web app because they support different operations.

Login or Registration Fails

• SMS verification code not received: Confirm that the phone number is correct, check blocked messages, and request another code after the countdown ends. If the code still does not arrive, contact support.
• Password rejected: The password must contain at least 8 characters, including both letters and numbers.
• WeChat login fails: Scan the QR code again, follow the official account as prompted, and complete account linking.
• Forgotten password: Click Forgot Password on the password login page and use an SMS verification code to set a new password.

The Desktop Client Cannot Be Installed or Launched

Confirm that the installer came from the Download page and matches your operating system. Keep your network connection available during the first launch and login. On a managed corporate network, allow the client to access ZYBrowser services.

A Browser Profile Cannot Be Launched

Check the following:

1. Make sure you are using the ZYBrowser desktop client rather than the web app.
2. Confirm that the profile is not already Starting or Running before launching it again.
3. Verify the proxy host, port, and protocol, then test the proxy again in the desktop client. For detailed checks, see Proxy Troubleshooting.
4. Confirm that the client is up to date and that the network connection and local disk space are sufficient.

A Created Profile Is Missing

Check the active team, search terms, and filters. For team profiles, follow Switch or Create a Team to confirm that the correct team is active and that you have permission to view its profiles. If the profile is still missing, refresh the list and check its name again.

Contact Support and Submit Feedback

If the issue persists, click the support icon in the lower-right corner of the desktop client to open the contact panel.

Support and feedback options

Contact method	How to use it
QR code	Scan the support QR code in WeChat
Phone	Call 400-1080-106
Live chat	Click Live Support to start a chat; agents are generally available from 08:00 to 24:00 China Standard Time

Support hours and phone numbers may change. Refer to the information currently displayed in the client.

Describe the Issue

Provide complete diagnostic information in one message whenever possible:

Information	Description
Software version	Provide the version shown at the top of the client window, such as v1.7.0
Operating system	Specify Windows or macOS
Time of occurrence	Record the date and approximate time so support can locate the relevant logs
Reproduction steps	Starting with the module you opened, list each action in order, including buttons clicked and values entered
Actual result	Include the complete error message, unexpected behavior, and relevant screenshots, and state whether the issue occurs every time
Related profile	For profile issues, provide the profile name and Profile ID; the row number in the list is not sufficient

Hide passwords, verification codes, proxy credentials, cookies, and other sensitive information in screenshots.

Provide the Frontend Log for the Same Day

Support may request the frontend log from the day the issue occurred.

1. Open Settings > Local Settings.
2. Under System Logs, open the client log directory.
3. Locate the frontend log for the relevant date and time.
4. Send it through the official channel specified by support and include the approximate time of the issue.

Log files may contain local paths or business information. Confirm that the recipient is an official ZYBrowser support representative and never upload logs to a public service. For the log directory location, see Configure Local Client Settings.

Submit Product Feedback

For product suggestions, usability feedback, or issues that do not block your current work, click Feedback in the support panel. Follow the prompts and include the software version, steps performed, actual result, and expected result described above. For faults that require prompt assistance, use Live Support or the phone number shown in the panel.

Tip

If your feedback helps improve the software and is adopted, you will receive coupons with a total value of RMB 55 as a thank-you.

Remote Assistance

If the troubleshooting steps above do not resolve the issue and support confirms that remote assistance is required, complete the following steps in advance:

Open the ToDesk download page, then download and install ToDesk.

Download Notice

The official ToDesk download URL may change. Before downloading, confirm that you are visiting the official ToDesk website and carefully verify the domain and installer source to avoid untrusted download channels.

After installation:

1. Launch ToDesk and enable Allow Control of This Device.
2. Send support the Device Code and Temporary Password for the current session, and keep ToDesk running.

ToDesk device control access

Security Notice

Only provide the Device Code and the current session's Temporary Password after an official ZYBrowser support representative confirms that remote assistance is required. Never disclose the Security Password or send any connection details to anyone else. When the session ends, disable Allow Control of This Device and immediately refresh the Temporary Password.