question

Brad Ummer avatar image
Brad Ummer asked ·

Desktop App: Contacts Download Error

I'm having the same problem described by Dan in this thread:
https://community.ringcentral.com/ringcentral/topics/desktop-app-contacts-download-error

Everything was working fine until today. I uploaded a new CSV file containing my personal contacts to the RC web portal. (Note this was under the Personal contact list.) I selected the "Overwrite existing contacts" option. The import went smoothly (no errors). However when I restarted the RC desktop app, it gave me two different errors. First (after starting is a yellow message at the bottom of the app that says:

An error occurred downloading Personal contacts

This message will slide up and down a few times, then eventually Ill get a pop up that says:

Server error
Cannot get the company contacts from the RingCentral service. Please restart the program to resolve the issue.

Note that the first error seems to be about my Personal contacts, whereas this second error says its my company contacts. Restarting the app does not resolve the problem. If I click on the Contacts tab in the desktop app, I can see my list of Personal contacts and Company contacts correctly. Note when I view the list on the web site, there is just one entry for each contact.

Im using RingCentral for Mac version 6.6.2.10219 (64-bit) on Mac OS 10.10.1
csv file
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Brad Ummer avatar image
Brad Ummer answered ·
Originally I had been seeing my contacts duplicated in the desktop app, but not duplicated on the RC web site. But I discovered that was happening because I had Contacts Sync checked in the desktop app. Once I unchecked Contacts Sync the duplicates disappeared in the desktop app. You can ignore that sentence in my previous ticket. However Im still having the main issue that I reported.
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

So, it sounds like the issue was triggered by the import of the CSV file, even though it appeared to go smoothly.  Have you tried to uninstall and re-install the desktop app yet? 
0 Likes 0 · ·
Brad Ummer avatar image
Brad Ummer answered ·
Just to be clear- my import of the CSV file was done on the RC web site, and you are correct- it appeared to go smoothly and I am able to view my list of Personal Contacts on the web site.
I had not uninstalled and reinstalled the app. I'm on a Mac. Based on your suggestion, I deleted the app and downloaded a new version. Side note: my previous version was 6.6.2 and when I ran the Check for Updates feature of the app, it said that there was no available update and I had the newest version. However when I went to the RC site and downloaded the newest version, it was version 7.0.2. So there seems to be a problem with the built in updating feature. 

After deleting the old version of the app and replacing it with the new version, Im still getting the exact same error message. 

I was thinking that I could try to delete all of the contacts in my Personal list (on the RC site) and then try reimporting the list, but there doesnt seem to be a way to bulk delete all of the contact entries (you need to delete them one at a time). 

Any other suggestions?
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

That would be my next suggestion.  I am wondering if there's something in the CSV file that is not quite right.  Here's a link to a CSV template file that you might use, or compare to see if you see any difference.  https://drive.google.com/file/d/0ByNPOXF2Db9DdG1xazBfTnpDZjQ/edit?usp=sharing


0 Likes 0 · ·
Brad Ummer avatar image
Brad Ummer answered ·
The problem is that reimporting the CSV file won't remove any previously-imported bad entries. Is there a way to bulk delete all of the current contacts in the site?
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

After you click Contacts > Personal, then click Edit Contacts and you'll see a "Delete All  Contacts" button. 
0 Likes 0 · ·
Brad Ummer avatar image
Brad Ummer answered ·
Thank you, that worked perfectly! For anyone else who has this issue, what I did was:

- Quit the RC desktop app
- Delete all my contacts on the RC web site
- Import into the RC web site my contact list in CSV format (that I had previously exported from my Mac's Contacts app)
- Start the RC desktop app

No more error messages. Thank again.
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Happy to help.  Thanks for the follow up!


Mike 
0 Likes 0 · ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces