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bob-wenzlau393 avatar image
bob-wenzlau393 asked ·

Desktop App: getting a "limit reached" error

In the desktop application getting a "limit reached" error.  Using on a macbook pro with Yosemite OS.
softphoneringcentral for windowslimit reached
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Stephanie & Bob,

The error "  You have reached the maximum amount of simultaneous calls. Call from XXXXXX (xxx-xxx-xxxx) was sent to voicemail" is an error related to an older version.  Please Upgrade the softphone.

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If you are getting the " limit reached" error, it is usually because the Desktop App is registered to a different Computer. 
  1. Deauthorize the PC inside the website interface under Settings > Phones & Numbers. (Image 2)
  2. Always make sure your version is up-to-date!  (Image 1) 




Deauthorize the PC
 
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kim avatar image
kim answered ·
"Limit reached" error is usually related to the Desktop App being registered to a different PC. Here are the troubleshooting steps to start with for any desktop app error:
  • Log out of the Desktop App and close. (Close it from running in the background as well).
  • Deauthorize the PC online in the website interface under Settings > Phones & Numbers
  • Log back in.
  • Also - Make sure Desktop App version is updated. 

User Portal 


Admin Portal 
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jorie1311 answered ·
This reply was created from a merged topic originally titled limit reached. My boss received this error when attempting to login to his account on his laptop. He only has a laptop and a phone. Why would he receive this message? Additional information which may be helpful. He is the superuser on the account. I did login as the superuser from a different computer in order to update the company directory. I have done this before without any trouble. 
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Let us know if deauthorizing the PC works. 

Deauthorizing the PC is equivalent of rebooting your computer or cell phone.  It's basically a " reset" button for the softphone.  

This is a very good place to start when troubleshooting ANY softphone issue [deauthorize, logout, login].  :-)  When the users logs back in, the system will register their PC automatically.
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De-authorizing the PC worked! Thanks for this! 
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what if you don't have the computer(s) that need to be deauthorized? 
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Hi Lisa, you don't need the device in order to deauthorize it :) This KB article will walk you through how to deauthorize the computer as a User and also as an Admin
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jim-reynolds answered ·
I have the same message. Is the issue here the number of devices where the softphone is installed, or the number where it is logged in?

I have a PC desktop at my office, a PC desktop at home, a Mabook Pro laptop, and an iPhone. I'd like the softphone installed on each of them although fine to be logged in to only 1 at a time.  
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You can install the desktop app on as many computers as you wish. But, for a single users login, it can only be associated with one computer at a time.  So if want to log in as the same user on multiple computers you'll need to deauthorize as Kim explained above so that you can have all features including the ability to make outbound calls.  
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Something about this makes no sense. I may have logged in at my home computer, but why does it make sense that I could log in to my home PC, while I am at the airport, and press "Deauthorize this computer"? You do realize that I simply want the "other" computer do be logged out of RingCentral?? I happen to have VPN and RDP, so I can accomplish this, but why the gymnastics? Log in there, then log in here, get a message here telling that "you will be logged out at your other location". Not that hard RC.
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Oh, and is this an actual limit on the "maximum allowed softphone installations"? From some of the responses here, there is and should be no limit (what does RC care anyway?). Install it *everywhere*, use it *everywhere*! This does not feel very thought-through.
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Hi John,  You can indeed install the software on as many PCs as you wish. But, as far as deauthorizing before you log into a different machine, you may want to visit, and vote/comment on this feature request: 
Desktop App: Deauthorize Softphone on Exit (logout)

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I just voted for this idea, but seeing as how the post was created 3 years ago it doesn't seem that RC is going to implement this.  And what if I have old computers that were not deauthorized before they were wiped?  Is RC holding a Softphone Installation for them indefinitely?  What about the old laptop that is sitting in a closet?  Do I have to find it to deauthorize it?  Definitely tedious. 
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J.B. Ferguson avatar image
J.B. Ferguson answered ·
In addition to what Mike stated above, you can download the iPhone mobile app, which you can use without worrying about the "limit reached" error. With the mobile app you can just about do everything you can do with the desktop app with very few exceptions (i.e., HUD, and the ability to add a custom fax cover page are two off the top of my head).
https://www.ringcentral.com/office/features/rcmobile/app_iphone.html
 
Additionally, if you use Google and the Chrome browser you can download and install the RingCentral Chrome extension, which again has a few exceptions from the desktop app but is a close second. 
https://www.ringcentral.com/blog/2015/02/ringcentral-google-basics/

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I'm getting the same error on the app for the chrome browser as well. Its locks the app for 60 seconds at a time and wont allow me to call or text. Anyone know a fix for this?
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pete1 answered ·

We just had this annoying message on a desktop where the user changed, but the desktop didn't. After trying various things, we had to remove the softphone from the admin interface and have the new user log in.  Pretty irritating, as it was our front desk and we were missing calls via the softphone interface during this period.  Seems like a bug, since the very same soft phone was used between the old user and new.

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andre-garris5999 answered ·
I am having this issue on every computer I re-install the 8.0.6 version on. We are having a problem with the latest version of your app so we use 8.0.6 then copy a config file to the program's folder to keep it from updating. Once they log in, it advised Limit Reached. I have logged into the Admin Portal and removed a ton of workstations no longer in use but I am still receiving this error message when users log in. Please help.
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Hello Andre,

Re-installing doesn't remove the softphone from the account. I don't see any current cases open on your account regarding this issue. Please open up a web case so we can troubleshoot the issue. Thank you! :)


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Jesus Pena is our rep, I have tried all day to contact him with no reply. I spoke with some one last Friday and today calling your support line so if there is no case open at all then that is most definitely something that should have been done by the techs with which I spoke. I will open a case as I have no other option but, this will be quite a few attempts to just get someone to help me with this one problem that is affecting more and more users day by day within our company.
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Please post the case number here once it is open so I can track its progress. Thank you.
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RingCentral Case #05887296
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Hello Andre,

The case number you provided is from an old case that is not relevant to the "Limit Reached" error you are currently experiencing. Did you try following the steps to De-Authorize the Computer on the particular extension(s)?
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eva-tutic10132 answered ·
This reply was created from a merged topic originally titled Continued 'contact' error messages at login. Error message at login (iPad, desktop, and iPhone).  When I log into RingCentral via iPhone, iPad or desktop, I receive the following error message.  Does anyone have any ideas as to why this is happening?
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andre-garris5999 answered ·
Does re-installing the app on a machine remove the softphone under our account? I have spoken with two different Ring Central techs. One told me to de-authorize machines then have the user log out and back in but that did not work. The other tech took a look at one of the example extensions already set in RingCentral who is unable to reply to incoming texts or calls through the app and he advised it was because there was no direct line or phone associated w/ the extension THOUGH the user, and all others experiencing this problem currently, have not had any problems until recently. If I wasn't already bald I'd rip my hair out...I need some help on this pronto!
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