question

kolawole-anderson3843 avatar image
kolawole-anderson3843 asked sandeep-pandey9693 answered

RingCentral V.9.0 Crashing With Incontact Pairing

Hello RingCentral,


We currently have our Sales/CS agents running RingCentral v.9 & 8.4 with INContact integrated to track performance and SLAs.


I've noticed we have been experiencing issues that include but not limited to the following since the update on v.9:


* Sales/CS agents RingCentral leg crashes when receiving incoming calls

* Ringcentral application goes in crash loop of death when attempting to opening.



Here is a copy of the crash report for reference:


Problem: Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x68E92471; read 0x00000000;

* stack trace *

DisableSubmitThread

DisableSubmitThread

DisableSubmitThread

XopOpenLinkedAdapter

XopOpenLinkedAdapter

SetThunkProxyBypassMode

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

getEGLInterface

DrvDescribePixelFormat

wglCopyContext

wglGetPixelFormat

wglSetPixelFormat

SetPixelFormat

<undef>

QOpenGLContext::makeCurrent

QCoreApplication::processEvents

QSGRenderLoop::setInstance


Details: Exception

>>>

Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x68E92471; read 0x00000000;

* stack trace *

DisableSubmitThread

DisableSubmitThread

DisableSubmitThread

XopOpenLinkedAdapter

XopOpenLinkedAdapter

SetThunkProxyBypassMode

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

DrvPresentBuffers

getEGLInterface

DrvDescribePixelFormat

wglCopyContext

wglGetPixelFormat

wglSetPixelFormat

SetPixelFormat

<undef>

QOpenGLContext::makeCurrent

QCoreApplication::processEvents

QSGRenderLoop::setInstance


<<<

ESS::Assertion in thread 3460 @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:383 in void __cdecl ESS::HaltOnUnexpected(const struct Utils::ExceptionInfo &,const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)

* Stack trace *

ESS::BaseException::GetStack

ESS::BaseException::BaseException

ESS::HaltOnUnexpected

'anonymous namespace'::ExceptionFilter::UnhandledExceptionFilterProc

UnhandledExceptionFilter

RtlCaptureStackContext

RtlGetAppContainerNamedObjectPath




In the interim we have had to roll back our users affected by this issue to a legacy version of RingCentral. Let me know what solutions you we may have on this.


Thanks


app administration
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ak avatar image
ak answered
Hi  Kolawole Anderson,

What version of the RingCentral for Windows are you on? 

Per our RingCentral Softphone team, this issue should be not be seen with the latest version of RC for Windows. Could you try installing the latest release ( v9.1.6 ) on our app gallery and see if the crash is reproducible.
https://apps1.ringcentral.com/app/312709020-4817910207gufiGT3T3CCuCP37hMDaQ~cClyYiqISQG0fiDVL1nA-w-...

If the app is still crashing, you would need to open a support case with our General Support Team with the appropriate details and the case would be immediately directed to the concerned team. 

Note : Since this is a General Community question, you might need to post the question on our General community for speedy answers from the team:
https://community.ringcentral.com/ringcentral
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sandeep-pandey9693 avatar image
sandeep-pandey9693 answered
Is it possible that the above issue could be a result of insufficient memory (RAM)? I'm getting the same issue.
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Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

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  • On Windows: press "Ctrl + F2" keys