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regina asked ·

Softphone faxes did not go out on Friday, 4/18/15

None of the faxes from our legacy softphones went out on Friday.  They are all sitting in the outbox.  Also, you cannot resend them. They must be recreated from scratch.  I did not have this issue with my desktop app.
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mike answered ·
Hi Regina,  We'll be happy to look into this if  you are still having the problem. Please open a web case and let us know the account/fphone number involved. Then feel free to reply back here with the case number if you would like us to follow up for you..  Open a Case

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regina answered ·
Hello, We are still using the legacy softphone because we send hundreds of faxes per day and the new desktop app
1) does not have a print to fax option
2) requires users to go the the website to see the inbox, outbox, etc

This is VERY inconvenient, so until the desktop app has at least the print-to-fax feature, we will not be migrating to it.
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Hi Regina,   If it's still giving you a problem go ahead and open the case and let us know which phone number it is?  Also are there still faxes in the outbox? Is there a message that says they failed? If so it could be due to a number of reasons. 

Mike 
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Mike, I am so busy trying to recreate 100 or so faxes that were "lost" on Friday, I have not been able to track down what has happened.  This has happened before to a different softphone user, now it happened to 2 users in our office.  
Last time we had to correct by changing a name in the Program files.  But all faxes were lost.
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Regina,  Sorry for this issue. I'm unclear on the details or exactly what happened. Can you use this link to  Open a Case  and provide the number involved and other details. 
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Hi Mike,

Thanks, but since this has happened to us before, I decided to have our users migrate to the new desktop app.  It is a huge inconvenience in 2 ways:
1) having to save all docs to print- vs. print to fax and

2) having to look in 2 logins on the web for incoming and failed faxes.

But thanks for trying :-)
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kim answered ·
Regina,  is there a reason why you are still using the Legacy Softphone?  We have a new version (7.0.5) that is recommended that you uninstall the old Legacy and install the new RingCentral for Desktop App.  The new version can be downloaded by logging into your RC Interface ( service.ringcentral.com) select "tools" then "desktop app" and download.  I would recommend doing this first before opening a web case.  

Kim 
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