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rachel-brooks avatar image
rachel-brooks asked ·

"Display incoming call in standalone window" setting stopped working - incoming calls do not open in new window.

Hello

I am in the US.

Related case number is:  Case # 06523754 [ ref:_00D80aRUX._50034zzFxN:ref ]

I use the RingCentral Desktop app and a couple of months ago, the app stopped displaying incoming calls in a separate window.

I really liked that feature of the Desktop app, and when it stopped working, I had to click on the app and click again at the top to see who was calling.  

I have asked support for help, and they have made several attempts to fix it, including reinstalling the app.  It seems like every fix works for about an hour, then the app goes back to not opening in standalone window.

So, I basically gave up on a fix, but now I notice that when a call comes in, not only do I not see the incoming call in a separate window but it *also* interrupts whatever I am typing.  (I found several other posts about this issue.  I did not notice it before, I guess, because I liked seeing the standalone window).

So, now I have turned off the "display incoming calls in standalone window" altogether.  But I still wish there were a solution.

This computer is running on Windows 7 if that makes a difference.

Has anyone else experienced this?  Thank you in advance, Rachel
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andrew2014 answered ·
Hi there,  the incoming calls should still popup in a standalone window so I'm wondering if something is up with the application.  Can you do a complete uninstall and reinstall to see if that helps?
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niki-martschinske avatar image
niki-martschinske answered ·
Hi Rachel, you're definitely on the right track working with our tech support team! From the sounds of the issue and all the troubleshooting that's been done, it could be a network issue.
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dierdre answered ·
Since you have already uninstalled/reinstalled the app several times, you may need to rename the app's installation folders before reinstalling it again. That might help. But you may need to get in touch with support, I'm not sure what the installation folder's exact name is. I hope that helps.
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