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

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Dan asked Oct 28, '21 joe-weber172 answered Jun 22, '23

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

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andrew2014 commented · Mar 01, 2018 at 08:36 PM

This has happened to me recently as well. I think it's a bug with the 9.4.3 rollout.

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shannon-maggs2239 commented · Mar 01, 2018 at 09:47 PM

Same here. Started when I upgraded.

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Dan commented · Mar 02, 2018 at 02:54 PM

Case created (06858341) and logs uploaded.

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h20 commented · Mar 02, 2018 at 03:24 PM

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.

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saadetswift16514 h20 commented · Mar 02, 2018 at 06:42 PM

Sorry that happened, H20 :( It is definitely something we are looking into!

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reinkemeyer commented · Mar 02, 2018 at 06:49 PM

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.

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Answer 1 · 2018-05-04T13:34:25Z

Peter van Diermen answered May 4, '18 saadetswift16514 commented Nov 18, '19

Not solved in 10.0 release.

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saadetswift16514 commented · May 04, 2018 at 01:36 PM

Hi Peter, please open a case so we can investigate

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Answer 2 · 2018-06-07T18:39:01Z

dean-bolton10514 answered Jun 7, '18 heather-lankford11811 commented Nov 18, '19

Still happening

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saadetswift16514 commented · Jun 07, 2018 at 08:36 PM

Hey Dean,

What version of the app are you running?

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dean-bolton10514 commented · Sep 12, 2018 at 05:11 PM

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...

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heather-lankford11811 commented · Sep 14, 2018 at 03:23 PM

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?

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Answer 3 · 2018-09-12T18:04:12Z

dean-bolton10514 answered Sep 12, '18 dean-bolton10514 commented Nov 18, '19

How do I open a case?

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dean-bolton10514 commented · Sep 12, 2018 at 06:33 PM

I have submitted a case it is Case # 07642689

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saadetswift16514 commented · Sep 12, 2018 at 06:05 PM

You can click this button

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Answer 4 · 2018-09-12T18:44:53Z

Dan answered Sep 12, '18 dean-bolton10514 commented Nov 18, '19

This has recently started happening to me again. My original case # was 06858341

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saadetswift16514 commented · Sep 12, 2018 at 06:45 PM

Please open a new case. Thanks!

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dean-bolton10514 commented · Sep 12, 2018 at 10:28 PM

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.

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Answer 5 · 2018-09-12T20:19:44Z

carl-oldham11764 answered Sep 12, '18

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

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Answer 6 · 2018-09-12T22:21:19Z

milehighwelch10741 answered Sep 12, '18

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...

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Answer 7 · 2018-09-14T15:28:26Z

clay-parker11812 answered Sep 14, '18

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.

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Answer 8 · 2018-09-14T15:30:24Z

saadetswift16514 answered Sep 14, '18

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

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Answer 9 · 2018-09-17T19:56:00Z

sherri-rodriguez10861 answered Sep 17, '18

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.

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Answer 10 · 2018-09-17T21:41:07Z

kja8726 answered Sep 17, '18

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.

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

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

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