Desktop app does not open to Phone screen, opens to "Get Started!"

Hey Craig, can you post a screenshot of the "Get Started!" screen and I will follow up with the desktop team.

Hi Jessica.

Here 'tis

Cheers

Hi All
Web: 23.1.15.550 2023-02-07 18:43:06

Desktop: 22.1.31.2866 Windows (x64)

Having this issue again. Anyone else?

It was fine for a while, i.e. opened to the Phone screen, but now again opens to the "Get started!" screen which isn't useful at all.

I've noticed I now get a brief error message on starting the RC Desktop programme:
"Sorry, we aren't able to open the link. Check your link then try again."No idea what link won't open or how I'm supposed to check it.

RC starts automatically with Windows & this message might have displayed in the past but the RC window is covered by others so didn't see it.

Cheers

I have the same issue and agree it has to be the most useless launch screen.

Please fix.

Strangely enough, over the last few days it seems to have fixed itself again and currently does open into the Phone screen.

Newer Web version number but the same Desktop app version number

And it's now decided to open to "Conference calls" "My room" for who knows what obscure reason!

Anyone ever get a solution to this problem?

Hi, I had the same experience, and what I did was reset the app. Please try the instruction below, and let me know if it worked for you. 
 

This process wipes out corrupted layout files and forces the desktop wrapper to rebuild your fresh settings, fixing navigation errors like getting stuck on the "Get Started" page.

1.Open the troubleshooting menu: Inside the app.

Open the RingCentral desktop app. In the top Windows menu bar, click on Help, then select Troubleshooting.

2.Wipe cached app data: Confirm the reset.

Click on Reset App Data. A popup window will appear warning you that this clears local settings; click Reset to confirm.

3.Log back in: Verify landing screen.

The app will restart automatically and ask you to log back in. Once logged in, click to your Phone tab, close the app completely, and reopen it to make sure it remembers your place.

Thanks for the reply.  We have tried this in our environment and it doesn’t seem to resolve anything.  The only thing I have found so far is to log out completely each day and repeat the process the next day with logging back in and using Single Sign-On.  Doesn’t happen with everyone just a select few at the moment and it seems to be irrespective of whether you are using the app itself or a web browser at app.ringcentral.com.  Hitting the refresh button makes it go away.

Also interesting is the fact that at app.ringcentral.com if you haven’t completely logged out just hit quit and got back in you can’t even see the left toolbar with the Phone icon, fax icon, settings icon, until you hit the refresh option.

Thanks for testing those steps and providing that extra detail. Since this is tied to specific user account profiles, we’ll need our engineering team to look at the backend logs. Could you please have one of the affected users submit a ticket directly through the app? Doing it this way automatically bundles the system logs so the engineers can see exactly what is failing during that initial SSO handshake.

How to submit the ticket:

In the RingCentral App, click the Help menu at the top.

Select Feedback & Support (or Report an Issue).

Briefly describe the issue (mentioning the missing sidebar and that hitting refresh fixes it).

Make sure Include logs is checked, and hit Submit. 

I will look into doing that in the App here in the next couple of days.  I can also tell you that clearing the Internet Cache did not work, nor did clearing the Ring Central cache did not work.  I will also be trying complete uninstalls and reinstalls.  Thanks so much for the follow up.

Thanks ​@timjablonski, let me know how it goes after you reinstall it. 😊

Just got this from tech support.

Our engineering team has identified this specific behaviour as a software bug, which is scheduled to be resolved in the upcoming 26.3.10 desktop application release. Consequently, the previously suggested step of reinstalling the application is no longer recommended, as it will simply reinstall the version currently affected by this bug.

The deployment of the updated software version will commence with a phased roll-out on 24 July, followed by a full release on 30 July.

In the meantime, our developers have provided a temporary workaround to restore normal functionality. Please ask the affected users to complete the following steps:
1. Open the RingCentral desktop application and sign in to the account.
2. Upon reaching the "Get Started" page, click the visible Refresh button.
3. Once the icons populate on the left-hand navigational panel, click and drag them to slightly rearrange their order.
4. After rearranging the icons, completely close the application via the Windows system tray in the bottom-right corner of the screen (right-click the RingCentral icon and select Quit).
5. Relaunch the application to verify if the standard home page now loads correctly instead of the "Get Started" screen.

This is very helpful! Thanks for sharing it here, ​@timjablonski. 😊