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ringcentral35 avatar image
ringcentral35 asked ·

Desktop App: crash or blank screen

A couple of our computers start showing a Crash Report today.

Version 7.1.13446.541
softphonedesktop appcrashblankbug
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Jake, the first thing I would suggest is upgrading to the most recent version of software.  7.2 is being pushed out now so you are several versions behind.  Is there by any chance a reason you have not upgraded at this point? 
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Sal Arias-Mendoza,   It looks like you are also using an pretty old version of software.  My first recommendation is to remove the old version you are using and add the new RC Desktop application, unless you have purposely not upgraded for some reason. 
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Amanda, did you by any chance previously have the RingCentrals old Legacy phone installed prior to this?
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I had the exact same problem in windows 7, so I don't think it's a Windows 10 issue. I'm sure if someone read the logs I posted there's a possibility of a solution? 
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I ran it in compatibility mode for Windows 7; seems to work now for some reason. 
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bwenzlau answered ·
Same crashing happening on Mac platform - version 7.1.4.13446.  
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mike answered ·
If this keeps happening, please open a case and provide the account details  Open a Case

In a few days we'll be pushing out 7.2 and will likely be able to get you a download link.  If it keeps crashing then definitely open a case. 


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After the update keep crashing. We will open a case...
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I followed those steps and deleted the folders. The app now works for me again BUT when I tried linking it to Outlook contacts it crashed again and I had to delete the folders to launch it again.

I am using Win 8.1 and app version 7.1.4.13446 and no one else in the office has had this issue thankfully.
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And it seems to be a specific Outlook Contacts folder that is the problem. If I connect to just the one smaller folder it doesn't seem to be an issue. As soon as I check off the larger folder the app crashes.
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 Version 7.1.4.13446
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Service Engineering is currently working on the 7.1 crash , but try this in the mean time.  

** if you have the old Legacy Softphone still installed on your computer - Please uninstall it completely! **

1)  logout and close the app completely
 --- Even close it from running in the background (see image 1) 





2) Go to My Computer Local Disk (C:) > User > click on the PC user > App Data > Local > RingCentral > and delete both files for the Softphone & RingCentral for Windows files (See image 2). 





3) Login to new version

4) If this doesn't work then please open a web case as Mike suggested.
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Ken Flott answered ·
I am running Windows 7 and since the last update the desktop app crashes on startup everytime. 
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The engineering team is working on resolving this issue, in the mean time please download the prior version.  Then create a web case and attach the crash report to the case notes for escalation.    

Some customers are using compatibility mode for Windows 7 and it's working. 
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Thank you!

There are some real good software testing platforms out there. I'd suggest using one. Some of them are free.
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doug-catiller854 answered ·
This reply was created from a merged topic originally titled RC Version 7.4.1 crashes on Windows 10. I am running version 7.4.1.17562 of the desktop app on Windows 10 (latest updates, including November update), and it consistently crashes right after startup. 

I immediately get this message (if I click OK, the app closes):



This comes up fairly quickly after starting the app:


Here is my version info:
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doug-catiller854 answered ·
Does anyone from RC have any feedback on the info I've posted? Is there more that you need from me? I would like to use the desktop app more, but it is really not very stable for me right now. I am removing and reinstalling now, and will post my results.

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doug-catiller854 answered ·
I have re-installed, but I am still getting the message "The operating system is not presently configured to run this application.". I was able to close the dialog with the red X and keep the application running, and it seems to be OK for the moment. If I hit OK to close the dialog, the app will close. 
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chris-taschner460 answered ·
Updated my users to 7.5.2 and it consistently crashes on some machines - I did about 10 upgrades and 3 or 4 are continuing to crash on start up of the application.  All Windows 7 machines with latest patches.
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@Chris, Try to de-authorize it, completely uninstall it and re-install.  Try this on 1 of the 4 machines and see if that fixes it. Let me know... 
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@Kim how do you de-authorize the computer? I went through the settings on the laptop and then logged into Ring Central as an admin and didn't see anything in there.
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That option in the Admin portal is under Phones & Devices > Ext # > Select the Softphone > to the right "Deauthorize this Computer"
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Chris,

On your RingCentral portal go to the "Phones & Devices" selection on the left of the screen. Then select the PC you have the Windows Desktop application assigned to. On the right of the screen click on "Deauthorize this Computer".

That will do it for you.
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Thanks guys I see the option to do so now.
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tran-duong924 answered ·
This reply was created from a merged topic originally titled Ringcentral desktop 7.5.4. Hi,
How can I solve it?

Thanks.
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chris-taschner460 answered ·
This reply was created from a merged topic originally titled Upgrade user - Debug error. I've recently been upgrading users to the latest RC;  many get a Debug Close program error when trying to run RC.   I've tried resolving it by uninstalling the newest version and rolling them back to a version that's worked for them before.

Any tips or advice would be great.
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usa-35141 answered ·
does this mean we can actually go back to the legacy softphone?  the one that actually worked and didn't need to be fixed?
i am still waiting for case # 
this is the last msg i received from tech support.
Synchronization of online call logs to your softphone is not support yet by the current version.I submitted your a feature request and For future reference, our internal product tracking number for this feature request is RC-46504 . If you have any further questions concerning this matter please do not hesitate to contact us. 


Company contacts are the internal Contacts from your RingCentral phone system while Personal contacts are external contacts you manually enter for your reference. Company contacts are Extensions contact details within the Ringcentral Phone system only. Personal contacts cannot be moved under the company contacts. 

Sincerely, 

 

RingCentral Tier 2 Support

i would like my legacy softphone back.  my motto is, if ain't broke don't fix it, and an upgrade that doesn't work with the options people were given to begin with isn't an upgrade, it is a downgrade.!



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