Info RC Directory Update Fail in Specific Method

Forum|Forum|29 days ago
July 20, 2026
1 reply
34 views

andrewm
New Member

It looks like, in the RingCentral Desktop app or the backend of RingCentral, if a past user has the same initials as a new user of the same extension, RingCentral doesn't update the extension with the new user's name until a search is done for the past user's name.

User-A couldn’t find User-B in the RCDTapp, but a search for Past-User-B (whose recycled extension is now User-B’s) would come up and pretty quick AFTER Past-User-B RC info came up, it THEN updated to reflect current User-B! All the backend settings and details for User-B was correct, it seemed like the local cache for User-A just would not update in-depth due to Past-User-B and User-B having the same initials!

+3

Mary-Community_Moderator
Community Manager
Forum|Forum|27 days ago
July 22, 2026

It sounds like the app’s local directory cache got stuck and didn't trigger an automatic refresh for that recycled extension since the initials matched.

Since this looks like an indexing bug with how the app syncs updated contact profiles locally, the best next step is to have an affected user submit a ticket and system log directly through the RingCentral app when this happens. That way, our backend engineering team can review the local sync logs and look into why the app didn't automatically fetch the new name.

How to submit the log through the app:

In the RingCentral App, click the Help menu at the top.
Select Feedback & Support (or Report an Issue).
Briefly describe the issue (mentioning that a recycled extension only updated to the new user's name after searching for the past user).
Make sure Include logs is checked, and hit Submit.

Once submitted, please feel free to share the ticket number here and I can help make sure it gets routed over to our app development team!

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