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barry-elk asked ·

Desktop App for Mac - slow to display messages

OS X - 10.11.1
RingCentral for Mac
Release: 7.4.1.17562 (64-bit)

Mac users are experiencing two types of delays related to RC Desktop for Mac.

First - severe lag between desktop and mobile message delivery.  Quite often can read message on mobile RC app before desktop app will even display notification of new message.

Second - lag or sometime no display of message thread.  Clicking on a message thread (whether there is a new message or not) will display a blank screen with no message history.  Closing that thread and re-opening will usually restore.

Third - hitting SEND from from desktop app will often show a 5-10second delay with the green progress bar and the word SENDING at the top.

Is this a client or server-side problem?
softphonedesktop appmac
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new topic Please reference the new conversation here: Getting white screen when app not used for a while.
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kim answered ·
Barry-

1. Clear softphone library data to isolate any software issues with message threads loading properly.

2. Ensure that proper ports are setup on local network for the delay issues; ports 8000-8200 are utilized for softphone functionality.

3. Make sure that OS Xs integrated firewall is not blocking RingCentral for Mac, and allowing full access (System preferences/Security/Firewall). 

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#1 solved the slow display of thread history.  Time will tell if it improves the other delays.  Thanks Kim!
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For some clarity...Is "Clear softphone library data" in the preferences of the app? the "purge data" option?
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"Purge Data" is not exactly the same thing as clearing out the preferences folder. To clear that folder, you have to navigate to the library. Under "Application Support" you will find the RingCentral folder and can move it to the trash.
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