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ian-melchior asked ·

Problem with Softphone on Windows 10 when using High-Contrast Theme

I use the RingCentral softphone on Windows 10. Recently, I changed the Windows theme to one of the high-contrast options. This has caused RingCentral to appear as though it's not responding, even though it seems to actually be taking input.

To reproduce this issue on Windows 10:
  1. Open Settings > Personalization > Themes > Theme Settings
  2. Choose the High Contrast Black theme
  3. Start RingCentral Softphone
  4. Try dialing a number
  5. If the softphone doesn't appear to be responding, re-size the softphone window
For example, if I have the softphone open and click a few numbers on the dialpad, the numbers aren't displayed in the softphone as if I'm dialaing. However, I've noticed that if I then resize the window, the UI "refreshes" and suddenly I can see that it did in fact accept my input.

The same happens when trying to hang up a call - I click the button, nothing appears to happen, but if I resize the window, suddenly the UI refreshes again.

Is anyone else able to reproduce this problem? Does anyone have a solution? The high-contrast theme is much easier on the eyes IMO, but I use RingCentral throughout the day and this is quite an annoying bug!
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mike answered ·
Hi Ian, 

I haven't heard this before, but we'll look into it.  Can you confirm which version of the RingCentral Desktop app you are running? 

Mike 
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Mike, thanks for the quick response. Here is some more info:

RingCentral for Windows version 8.3.5.24028
Windows 10 version 10.0.14393 Build 14393

Let me know if I can provide any more info to help with this.

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I would only be curious if this started when you upgraded to 8.3.5, or did you notice on the previous version? 
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Yesterday is the first time I changed the Windows theme to High Contrast Black, and I noticed the problem immediately thereafter.

I'm afraid I never tried this using a previous release of RingCentral Desktop, so I couldn't say either way.
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Hello Ian,

I have windows 10 and I was able to replicate the issue as you have described it. The best thing for us to do is probably have you open a tech support ticket so we can get debug logs with you and escalate the issue.
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mike answered ·
To complicate things... I was able to test this on a Win10 Machine too, but could not reproduce it.  

Ian, We'd still like you to submit a case if you haven't.  If you haven't started yet, you can use the button below. 

Then if you don't mind, can you reply back here with the case number? 

  
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ian-melchior answered ·
Thanks Nathan and Mike for testing this. I just opened case number 05194789. Let me know how else I can help.
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Thanks Ian.  
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