question

leafvee3835 avatar image
leafvee3835 asked ·

Softphone Crash on Maximize

Computer:
Win 7 64 bit  - up-to-date

Account type (U.S., Canada, UK,  AT&T, Telus, BT)U.S.
Related case number (if applicable)

Detailed description of problem
Softphone crashes when trying to Maximize the application from a minimized state.

Goal
Fix crashing

Previous troubleshooting steps taken
Uninstalled / Reinstalled - No dice
Uninstalled, Deleted C:\Users\UUNAME\AppData\Local\RingCentral, Verified program files directory was gone, Deauthorized computer via website, reinstalled. - No Dice

Software version
8.3.4

Error Msg:
Problem: Halt on unexpected exception at location WinHook
Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1458ED2D; read 0x000000d0; 
* stack trace * 
<undef>
<undef>
<undef>
<undef>
<undef>
QOpenGLContext::currentContext
QSGBindable::clear
QSGBatchRenderer::Renderer::renderBatches
QSGBatchRenderer::Renderer::render
QSGRenderer::renderScene
QQuickWindowPrivate::renderSceneGraph
QSGRenderLoop::setInstance
QSGRenderLoop::setInstance
QCoreApplication::processEvents
QSGRenderLoop::setInstance

Details: Exception 
>>>
Halt on unexpected exception at location WinHook
Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1458ED2D; read 0x000000d0; 
* stack trace * 
<undef>
<undef>
<undef>
<undef>
<undef>
QOpenGLContext::currentContext
QSGBindable::clear
QSGBatchRenderer::Renderer::renderBatches
QSGBatchRenderer::Renderer::render
QSGRenderer::renderScene
QQuickWindowPrivate::renderSceneGraph
QSGRenderLoop::setInstance
QSGRenderLoop::setInstance
QCoreApplication::processEvents
QSGRenderLoop::setInstance

<<<
ESS::Assertion in thread 8824 @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:383 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
GetProfileStringW
RtlKnownExceptionFilter
RtlInitializeExceptionChain
topic-default
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Andrew Brockhaus avatar image
Andrew Brockhaus answered ·
Any time we have issues with softphone for us our our clients on Windows systems, the following steps usually resolve.

  1. Uninstall RC for Desktop
  2. Go to C:\Users\andre\AppData\Local\ and Delete the RingCentral Folder
  3. Reboot
  4. Reinstall RC for Desktop
Hope that helps!
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leafvee3835 avatar image
leafvee3835 answered ·
Thanks for the reply Andrew - I saw the procedure you mentioned in other similar threads and did try that.

Previous troubleshooting steps taken
Uninstalled / Reinstalled - No dice
Uninstalled, Deleted C:\Users\UUNAME\AppData\Local\RingCentral, Verified program files directory was gone, Deauthorized computer via website, reinstalled. - No Dice
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I should have read your whole post first.  Whoops.
0 Likes 0 · ·
No worries  - thanks for the suggestion. :)
0 Likes 0 · ·
mike avatar image
mike answered ·
Hi LeafVee, 

Did this just start when you moved ti 8.3.4?   

I'm emailing you a download link for 8.3.3 if you want to try that, then let me know if it still crashes with maximizing. 

Mike 
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Hi Mike,

We are just getting started with RingCentral so I believe this user started with 8.3.4.

I tried the version linked and had the same result but the error message is slightly different.

Problem: Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1563ED2D; read 0x000000d0;

* stack trace *

<undef>

<undef>

<undef>

<undef>

<undef>

QOpenGLContext::currentContext

QSGBindable::clear

QSGBatchRenderer::Renderer::renderBatches

QSGBatchRenderer::Renderer::render

QSGRenderer::renderScene

QQuickWindowPrivate::renderSceneGraph

QSGRenderLoop::setInstance

QSGRenderLoop::setInstance

QCoreApplication::processEvents

QSGRenderLoop::setInstance

 

Details: Exception

>>> 

Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1563ED2D; read 0x000000d0;

* stack trace *

<undef>

<undef>

<undef>

<undef>

<undef>

QOpenGLContext::currentContext

QSGBindable::clear

QSGBatchRenderer::Renderer::renderBatches

QSGBatchRenderer::Renderer::render

QSGRenderer::renderScene

QQuickWindowPrivate::renderSceneGraph

QSGRenderLoop::setInstance

QSGRenderLoop::setInstance

QCoreApplication::processEvents

QSGRenderLoop::setInstance

 

<<< 

ESS::Assertion in thread 11012 @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:383 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

GetProfileStringW

RtlKnownExceptionFilter

RtlInitializeExceptionChain

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Thanks Mike!

Do you happen to know of any dependencies I can verify are installed properly? (Java, Visual C Runtimes, .NET, etc)
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For PCs the only think I'm aware of is the following (as of this date) : 

1 GHz (32-bit) or 2 GHz (64-bit) processor
Minimum of 512 MB of memory
200 MB of hard drive space
 Microsoft Outlook 2010 or higher
0 Likes 0 · ·
Thanks for the info Mike. 

The case doesn't seem to be showing up for me. Did it get created successfully?
0 Likes 0 · ·
Yes.. I double checked. It has a support agent assigned to it. When you log in to view the case, what exactly are you seeing? Do other cases show up, but not this one?  Or is there any issue logging in? 

Mike
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amber-noelle4238 avatar image
amber-noelle4238 answered ·
We are having the same issue with Ring Central.  We have tried to
  1. Uninstall RC for Desktop
  2. Go to C:\Users\andre\AppData\Local\ and Delete the RingCentral Folder
  3. Reboot
  4. Reinstall RC for Desktop

But that did not work.  Is there any other solution?

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Amber, please open also open a case if you are having this issue.  Be sure you've updated to the latest version and let them know your OS etc. 

Mike



0 Likes 0 · ·
Thank you...I will do.
0 Likes 0 · ·
I have the same issue on a new Lenovo T550. Currently have an open case without resolution. We've tried everything mentioned. Case# 05437473 
 Any update??
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Please let me know if you find one. I ended up just giving up and buying hardware phones for the two users in question.
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Still no solution for my issues. I've only had two users so far and they aren't call queue members so buying them desk phones has worked.
1 Like 1 · ·
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mike avatar image
mike answered ·
For anyone still having this problem, I"m going to merge this thread into a topic that has instructions for rolling back to a previous version while this being worked on.

Mike
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mike avatar image
mike answered ·
LeafVee,  Just letting you know that I've created case # 05145474 for this issue so that it can be escalated.  You can use the link below to check the status of this case or add additional information. 


  
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