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marshall avatar image
marshall asked ·

Unable to start Office@Hand softphone

One of my users cannot start the new Office@Hand softphone. When he tries, all he gets is a white panel - no info is shown. I've tried uninstalling it and reinstalling a new copy directly off of the his account web page for his extension, with no luck. 
He is running Win7 32bit. It did work in the past. We have RingCentral Voip Accounts for all users in my office.

I've tried everything my limited skill with this type of system allows. 

Please help. 
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mike avatar image
mike answered ·
Marshall,  Try to uninstall the existing version then try installing from this link. Please do not share this link externally as it's specific to your account type.

Windows:  https://ringcentral.box.com/s/0vb1rvbqpt60r0fllp39in3ym4apdu05


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marshall avatar image
marshall answered ·
I appreciate the download, and this morning I tried it. I got the same result. 
I uninstalled the current version yesterday and installed your version this morning. 
What I am having difficulty with is the fact that I have about 10 other users using the same version he was running. I think it worked until the beginning of the week. The more I think about it the suspicious I get about the problem possible being related to a system dependency.
We have a consultant that handles all of our network issues and our windows updates. But I don't remember any updates occurring over the last few weeks.

Anything else we can try or look at?
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marshall avatar image
marshall answered ·
I looked and found nothing in your steps that would work for me.

I did delete the folders. I'm not so much crashing as much as just hanging with this:


That is all I get and then it hangs. When I close it and go to the system tray and exit it, and error report gets generated. I did it twice, and since they were not identical, I included both for you:

=========================================

Problem: Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x5900000F; DEP 0x5900000f;

* stack trace *

<undef>

QOpenGLContextGroupPrivate::cleanup

QOpenGLContextGroupPrivate::removeContext

QOpenGLContext::destroy

QCoreApplication::sendPostedEvents

 

Details: Exception

>>> 

Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x5900000F; DEP 0x5900000f;

* stack trace *

<undef>

QOpenGLContextGroupPrivate::cleanup

QOpenGLContextGroupPrivate::removeContext

QOpenGLContext::destroy

QCoreApplication::sendPostedEvents

 

<<< 

ESS::Assertion in thread main (3368) @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:394 in void __cdecl ESS::HaltOnUnexpected(const struct Utils::ExceptionInfo &,const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)

* Stack trace *

ESS::BaseException::GetStack

ESS::BaseException::BaseException

ESS::HaltOnUnexpected

'anonymous namespace'::ExceptionFilter::UnhandledExceptionFilterProc

UnhandledExceptionFilter

EtwReplyNotification

RtlInitializeExceptionChain

=======================================================

Problem: Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x88148D88; DEP 0x88148d88;

* stack trace *

<undef>

QOpenGLContextGroupPrivate::cleanup

QOpenGLContextGroupPrivate::removeContext

QOpenGLContext::destroy

QCoreApplication::sendPostedEvents

 

Details: Exception

>>> 

Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x88148D88; DEP 0x88148d88;

* stack trace *

<undef>

QOpenGLContextGroupPrivate::cleanup

QOpenGLContextGroupPrivate::removeContext

QOpenGLContext::destroy

QCoreApplication::sendPostedEvents

 

<<< 

ESS::Assertion in thread main (6720) @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:394 in void __cdecl ESS::HaltOnUnexpected(const struct Utils::ExceptionInfo &,const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)

* Stack trace *

ESS::BaseException::GetStack

ESS::BaseException::BaseException

ESS::HaltOnUnexpected

'anonymous namespace'::ExceptionFilter::UnhandledExceptionFilterProc

UnhandledExceptionFilter

EtwReplyNotification

RtlInitializeExceptionChain

====================================

Thanks for the help.

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Sounds like there might be some old registry entries that need to be deleted. Can you use this link to open a case:  Open a Case
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kim avatar image
kim answered ·
Please see HERE: see troubleshooting steps:

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 the Softphone & RingCentral for Windows files (See image 2). 





3) Log back in (to new version) 

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