Problems displaying bitmap font in Japanese characters

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Some users ( < 1%) are not able to view kanji, they just come up blank, any possible reasons for this? I use bmGlyph, export with cocos2d / BMfont format and my bitmap file is 1400 x 1400 on android wrapped with cordova crosswalk. Strangely they can see hiragana and katakana, which is in the same bitmap file.

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