question

Dan avatar image
Dan asked saadetswift16514 commented

Message "Switch call to this device" keeps popping up in the desktop app

Account type: US

Desktop version: 9.4.3-29474


I started having this issue in the last week. After a call ends, I get a green button in the RingCentral for Windows desktop application asking if I want to switch call to this device.



There isn't another active call. If I click the "Switch" button, it tries to perform the action but I just encounter dead air. The phone number listed in the popup changes over time (often, it's the number from my last call).


If I do nothing, the green button will often disappear on it's own.


Anyone else encounter this? Suggested solutions?


P.S. Already rebooted, so that isn't a solution. ;-)

phone
11 comments
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

This has happened to me recently as well.  I think it's a bug with the 9.4.3 rollout.
1 Like 1 ·
Same here.  Started when I upgraded.  
1 Like 1 ·
Case created (06858341) and logs uploaded.
1 Like 1 ·
I was told by support that this was because of how we use the RC smartphone app (we had too many users). I tried to insist it was a bug, but got the brush off. GTK that it's not just us.
1 Like 1 ·
Sorry that happened, H20 :( It is definitely something we are looking into!
0 Likes 0 ·
This reply was created from a merged topic originally titled Always says I have an active call. Even when no call is active, RC says "Switch call to this device".  When clicked, neither "Cancel " or "Switch" have any affect and it still says I have an active call.
1 Like 1 ·
Show more comments
Peter van Diermen avatar image
Peter van Diermen answered saadetswift16514 commented
Not solved in 10.0 release.
1 comment
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hi Peter, please open a case so we can investigate

  

0 Likes 0 ·
dean-bolton10514 avatar image
dean-bolton10514 answered heather-lankford11811 commented
Still happening

3 comments
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hey Dean, 

What version of the app are you running?
0 Likes 0 ·
Still happening and we are running v10.1.2.31099 here is the error message link below:

https://api-rcapps.ringcentral.com/restapi/oauth/authorize?response_type=code&redirect_uri=https...
0 Likes 0 ·
I have over 200 employees and the ones using the most recent update 10.1.2.31099 are having this issue as well. Is this getting fixed?
0 Likes 0 ·
dean-bolton10514 avatar image
dean-bolton10514 answered dean-bolton10514 commented
How do I open a case?
2 comments
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

I have submitted a case it is Case # 07642689
1 Like 1 ·
You can click this button

0 Likes 0 ·
Dan avatar image
Dan answered dean-bolton10514 commented
This has recently started happening to me again. My original case # was 06858341
2 comments
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Please open a new case. Thanks!
0 Likes 0 ·
Hello,

I tried the purge with our agents that were affected. It did work for a few hours but for one came back.

We will attempt a purge again.

0 Likes 0 ·
carl-oldham11764 avatar image
carl-oldham11764 answered
I have a user who is having this same issue, it seems to be affecting their ability to receive calls / make transfers etc. I shall put a case in, with the logs
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

milehighwelch10741 avatar image
milehighwelch10741 answered
I fixed this on my ext...

So I had this start occurring on my ext today for the first time.  We are on 10.1.1.

When I saw the "Switch call to this device", being new to the system I thought I didn't properly hang up something or I did something wrong.  I was messing around with the RingCentral for Google Chrome Extension earlier today so I went back to that and it showed me having an active call using the RingOut function.

I went to the settings of the RingCentral for Google Chrome Extension and logged out.  I then logged out of the softphone.  When I fired everything backup up and logged in the "Switch call..." banner was gone.

This is the first time this has happened to me, hopefully this will provide some insight...
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

clay-parker11812 avatar image
clay-parker11812 answered
This is happening to me as well - started happening a couple of days ago (9/12).  I'm not able to get the green 'Switch call to this device' button to go away.  I don't have any active calls.  Can someone point me in the right direction to resolve this?   Any help appreciated.
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image
saadetswift16514 answered
Hey Everyone, please open a case so we can investigate what's going on and get logs! Thank you!


1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

sherri-rodriguez10861 avatar image
sherri-rodriguez10861 answered
I am on the phone with support now.  We have a user with this same problem.  He is saying it is a known issue.  Our user is experiencing static with the calls as well which he says has not been reported with this issue. 
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kja8726 avatar image
kja8726 answered
I had this message begin appearing last Thursday 9/13.  Mac desktop app, version 10.1.2.31099 and 10.2.0.31893.  Support chat didn't acknowledge it is a known issue, just asked me to delete and reinstall the app.  I was given case # 07647750.  In one case, this 'switch call to this device' pop-up would not go away, even after killing the app and restarting.  It blocked answering the next incoming call.  Most calls now, it just appears for a brief moment when the call ends.  Once today, it popped up and didn't clear for a minute or so.  
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Work together.
From anywhere.

Team messaging, video meetings
and phone - all in one app.


Get the new RingCentral app