question

anne-meganck3443 avatar image
anne-meganck3443 asked ·

SoftPhone not synchronizing with on line account

A few days ago I started noticing that faxes were not going out.  I noticed a little red "x" when I looked in my outbox, which apparently means that SoftPhone is not synchronizing with on line account.  I then noticed that SoftPhone is not retaining the password I enter and save (I notice less digits).  Now, in order to send a fax I have to go into my online account, change the password in SoftPhone and re-save it, click the synchronize manually button, and then eventually the faxes go out.  I have version 6.05.001.50 (32-bit) of SoftPhone, which was re-installed remotely by tech support after I attempted to use the new RC desktop app which unfortunately does not have some of the SoftPhone features that I need.

Can anyone give me a solution to having SoftPhone retain the correct password so it synchronizes with my online account?  I am desperate!

topic-default
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.

danno147 avatar image
danno147 answered ·
I haven't been at the software level for a long time (currently on 7.2.4) .  You would be best served by opening a ticket from your on-line portal for support on that version. 
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.

anne-meganck3443 avatar image
anne-meganck3443 answered ·
Danno - this is the version that RC customer service remotely downloaded on my computer 3 days ago.  For some reason they didn't give me 7.2.4.  When I click on Update, it tells me I have the most current update!
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.

anne-meganck3443 avatar image
anne-meganck3443 answered ·
Danno - this is the version that RC customer service remotely downloaded on my computer 3 days ago.  For some reason they didn't give me 7.2.4.  When I click on Update, it tells me I have the most current update!
4 comments 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.

Yep, that's correct.  You said earlier you didn't want to use the RC4W softphone (since it operated differently than original softphone), so tech support reloaded the legacy softphone.  Therefore, that's why I suggested the ticket option since tech support is better prepared to address these issues. 
0 Likes 0 · ·
Just for kicks and giggles I tried to use the legacy softphone, that I have installed on an old PC, and it won't even allow me to log in with my current credentials.  You might want to ask tech support if they still support the legacy softphone after accounts are upgraded to their new platform - that they are doing all this month.

0 Likes 0 · ·
Anne, were you able to get your softphone to sync, or do you still need assistance? Make sure you are logged in with your Digital Line + Password, not the main number. 
0 Likes 0 · ·
Kim, I will let you know a bit later this AM.  Haven't used it today yet.  I think the main problem is that the password saved in SoftPhone isn't the same as my online account (not as many digits showing) but even though I keep updating it and resaving it, SP is not retaining the password correctly. 
1 Like 1 · ·
anne-meganck3443 avatar image
anne-meganck3443 answered ·

Kim, problem is still occurring.  Saved password in SP is incorrect.  I have to change it manually and re-save it, and synchronize manually every time I send a fax.  Thanks for any help you could provide!

3 comments 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.

Did you try to clear the cache & cookies? 
0 Likes 0 · ·

I hadn't but I will try that.  Thanks!

0 Likes 0 · ·
Just FYI, I'm not sure if you know this or not but it is my understanding RC has discontinued the use of Softphone for their new platform - RC Desktop for Windows or MAC. I find it interesting that I didn't receive any notice of this until after Softphone stopped sync'ing and I contacted support.

However, now the new Desktop software isn't sync'ing correctly. While speaking with support they had me logout of my account then log back in... which forced the Desktop to sync. This is NOT a valid solution going forward! Hope you're not experiencing the same thing!
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