Troubleshooting & advanced topics
The questions enterprise customers keep coming back to during evaluation, deployment, and day-to-day use: how to diagnose problems, what platforms we do and don't cover, where we draw our compliance lines, how to reach us, and how upgrades work. For anything not covered here, write to support@tinqiao.com.
01 · Quick triage checklist
When something breaks, work through these in order:
| Symptom | What to check |
|---|---|
| Client won't start, or hangs on launch | Read %USERPROFILE%\.clawtouch\webui.log. The usual suspects are a USB port already in use, or corrupted dependency files. |
| HID device not recognized | Check Device Manager for the USB HID device. Try a different USB port. Confirm the hardware serial number matches the bound license. |
| Task execution stuck | Open the mini-program and check the heartbeat. Confirm your LLM API quota isn't exhausted. Look at the last step in the task log. |
| Quota alert | Open the usage panel in the desktop client's top bar. If you're over the limit, contact us at support@tinqiao.com. |
| Mini-program shows device offline | Confirm the desktop client is running and your phone has network. Check whether the device pairing has been unlinked in the mini-program. |
| Perception errors / misrecognition | Look at the perception-layer output in the task log. For platforms that have undergone major UI redesigns, we ship platform-specific adapters. |
02 · Platform support
| Question | Answer |
|---|---|
| Do you support macOS or desktop Linux? | Right now, Windows 10 / 11 (x64) only. We don't have a public roadmap for other desktop platforms. |
| Can it operate mobile devices? | No. ClawTouch drives keyboard and mouse events through a physical HID device — there's no equivalent input path on phones. Phones come in via the mini-program, which manages and monitors desktop clients remotely. |
| Does it work in cloud desktops or VDI? | The HID device needs to be physically plugged into a USB port, so virtualized environments — cloud desktops, remote desktops — need to be evaluated case by case. |
| Do you need admin privileges? | No. The client runs as a standard user. It doesn't inject into other processes and doesn't require disabling antivirus. |
| Is it compatible with AD-joined machines and group policy? | Yes. The client doesn't modify any system-wide settings. |
| Multi-language UI? | The product UI is in Simplified Chinese today. Other languages can be scoped as a custom request. |
03 · Single-device desktop task capability
ClawTouch is designed as one device per authorized principal — one HID device corresponds to one Windows terminal that the customer owns and operates personally. Within that terminal, you can configure task templates, pacing, and style filters, and review run history. Concretely:
- Reusable task templates — the same template applies to different desktop tasks for the same principal
- Cross-browser compatibility — Chrome, Edge, Firefox, and other mainstream browsers all work
- Pacing, message length, tone, and content-type filtering are all configurable from the admin UI
Operational strategies for the customer's own accounts and adherence to each platform's rules are the customer's responsibility. See the boundary statement below.
04 · Compliance boundaries
ClawTouch is an operational efficiency tool for the customer's own use. We proactively state the following boundaries and write them into the Master Service Agreement:
- We do not provide features for falsified identities, false information, or fake credentials
- We do not provide features for bypassing platform account verification or security checks
- We are not for mass messaging, automated friend requests, harassment marketing, or other scenarios platforms prohibit
- We are not for use in violation of China's Anti-Unfair Competition Law, Advertising Law, Consumer Protection Law, or any other applicable law
- The content customers produce, the operational strategies they apply to their own accounts, and compliance with each platform's rules are all the customer's responsibility
These boundaries are written into the contract alongside the customer's own compliance obligations. We reserve the right to terminate service for customers who violate them.
05 · Support channels
| Channel | Use for | Response target |
|---|---|---|
Emailsupport@tinqiao.com |
Commercial inquiries, technical support, contract changes | Within 4 hours on business days |
| Mini-program ticket | Day-to-day product questions, configuration help | Within 30 minutes on business days |
| WeChat Work customer service | Urgent issues (custom-tier customers) | Real-time |
| 24/7 dedicated operations (custom add-on) |
Round-the-clock monitoring, incident response, upgrade assistance | Per SLA |
06 · Versioning & upgrades
- Client OTA. The client checks for new versions on launch; users can update now or defer.
- Mini-program version. Pushed from the server — no user action required.
- Major terms changes. Version bumps to the terms of service or privacy policy trigger a re-consent flow in the admin UI.
- Compatibility matrix. Every new client release publishes its minimum compatible server version. We don't force-deprecate older customers.
- Offline-deployment upgrades. Delivered as offline upgrade packages, rolled out by your IT with hands-on support from our side.