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eric-frankel asked ·

remember me desktop app

U.S. Account
The Desktop App does not "remember me" if I log out and log back in.  It does "remember me" when the computer does a warm boot or cold boot.  Note that this worked in older versions.  Don;'t release an update without making sure all functions are intact in the beta version.  Doing so, diminishes RingCentral credibility.
Windows 10
Desktop App Version 9.1.6.27106

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luke answered ·
Hi Eric, this feature is working properly in all versions of the RingCentral for Desktop app. Lets try some troubleshooting to see if some local files are giving you troubles. Here's the process to remove some support files for the app, try it out and let us know if you still have any issues. Pictures of some of this process can be seen on one of our previous posts.
  1. Open RingCentral for Windows
  2. Press the Ctrl and F1 keys
  3. Select "App data folder" in the context menu that appears, a new explorer window will open.
    • If you are unable to open the RingCentral for Windows app or this process does not work for you, then find these files by using Windows File Explorer by navigating through this path on your computer: C:\Users\[username]\AppData\Local\RingCentral\SoftPhone
  4. Log out of RingCentral for Windows before continuing. Also close the background process by clicking on the ^ icon in the taskbar at the bottom right of your screen, then right-click the RingCentral icon and select 'exit'.
  5. In the explorer window that was opened in step 3, you should see the contents of the SoftPhone folder, highlight all of these folders and delete them. If you see a message that the Logs are still in use you may skip deleting this item.
  6. Reopen and log into RingCentral for Windows
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eric-frankel answered ·
Luke,

I just followed your instructions implicitly.  If I log off the desktop app or exit it and restart it from the windows menu, I have to reenter my password in spite of having checked "remember me".

Eric
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luke answered ·
Thanks for the update Eric, sorry that process did not work for you. Then next thing to try would be a complete uninstall of the app and clearing of local data. If you are familiar with uninstalling apps in Windows 10 you can go straight for it, if not I have included some instructions below.
  1. Open RingCentral for Windows
  2. Press the Ctrl and F1 keys
  3. Select "App data folder" in the context menu that appears, a new explorer window will open.
  4. If you are unable to open the RingCentral for Windows app or this process does not work for you, then find these files in Windows File Explorer by navigating through this path on your computer: C:\Users[username]\AppData\Local\RingCentral\SoftPhone
  5. Log out of RingCentral for Windows before continuing, and close the application. Also close the application background process by clicking on the ^ icon in the taskbar at the bottom right of your screen, then right-click the RingCentral icon and select 'exit' (see link above for images).
  6. In the explorer window that is still open, you should see the contents of the RingCentral folder, highlight all of these items and delete them. If you see a message that the Logs are still in use you may skip deleting this item.
  7. Uninstall RingCentral using the Add or Remove software utility in the Windows control panel. Microsoft has instructions for doing this on Windows 10. Be sure to select the Remove in Settings option from the drop-down menu to see the correct instructions.
  8. Download the latest version of RingCentral for Desktop by logging into https://service.ringcentral.com and going to Tools > Desktop Apps in the top menu
  9. Install, open, and log into RingCentral for Windows.
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eric-frankel answered ·
Luke,

Before posting this question, I did exactly that using Settings - Apps and uninstalling Ring Central, deleting all folders labeled Ring Central on my C: Drive.  Downloading the latest version of the Desktop App (Softphone) from the web.  Rebooting my computer, installing the downloaded version.  Unfortunately, It does not retain my password if I exit and re-initiate the program via the menu, does not install the print driver and does not update the fax status of faxes I send or update to include faxes that I receive within SoftPhone.  The web-based app, which requires that I connect to it, does work and I do eventually get an email about incoming faxes.

Eric 
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luke answered ·
Sounds like you've done all you can Eric. I know this is frustrating, I don't like retyping my login information either, but I know we can help you with this. If possible, could you get some debug logs from the softphone and open a case with us so we can investigate? We have a guide for getting the debug logs from the RingCentral for Desktop app.

Once you enable the logs, sign in while checking the "remember me" option, then immediately retrieve the logs so that is the most recent thing that is recorded. Then you can open a case with us at https://success.ringcentral.com/RCContactSupp and attach these logs.
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eric-frankel answered ·
Done.

I am emailing the log to you as an attachment.


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