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blaine-shaffer avatar image
blaine-shaffer asked ·

Email comes through but Desktop program does not update

Hello - I work for a small I.T. Company.  One of my customers uses RingCentral.  Recently they got a new router.  It seems like, since then, he still receives email notifications when faxes come in, however, when logging-in to RingCentral from the Desktop app/program, the last incoming is 6/12/18.  What am I missing???  Thanks!

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shelly-roth5155 avatar image
shelly-roth5155 answered ·
I am having the same problem.  I don't have a new router, but I did get a new computer and for some reason the fax messages are no longer showing up on my RC Desktop app.  Only via email confirmation.  I am also not able to fax out either.  I have to log in under my RC website profile to fax (this is the only work around I found for this problem).  I have submitted tickets for multiple RC problems since I received my new computer, but one thing at a time and at least I have a work around for this problem.
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey Blaine & Shelly,

Have you tried Deauthorizing the softphone via the online portal? And then log out/log back in to the softphone?
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I'll see if I can try that tomorrow.  I'll let you know.  THANKS!
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OK.  I'm going to embarrass myself... I thought I might be able to figure out how to do the deauthorizing process you mention, but, I'm at a loss!  Can you please clarify how to do the procedure you mention?  THANKS!!!
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No worries, Blaine!

As a User you will do the following:

1) Log into your online portal

2) Go to the Settings Tab

3) Expand Phones & Numbers

4) Select the Phones Section

5) Click the Edit button next to your softphone



6) Then click Deauthorize this Computer


Let me know if that fixes the issue!
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Will this remove all call logs, faxes, etc once it's reactivated?
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Hey Blaine, no worries! Are you a Fax only account? I can't seem to locate your account based on your Community Profile - can you email me your main account number at community.support@ringcentral.com?

Hey Shelly, Users are able to deauthorize their softphones :) Not just Admins
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shelly-roth5155 answered ·
No i have not.  I am in the middle of having my computer profile revised due to problems with updating the RC computer app on my current profile.  After we get that fixed I will try this, if the new profile doesn't fix things altogether.  
Thanks!
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Keep me posted!
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We have created a new PC profile on my computer.  I deactivated my computer profile in RC.  We downloaded the RC Desktop app (located at ringcentral.com under support, apps & integration, desktop app).  I signed back into my profile on RC desktop app and all seems to be working correctly now.  I can fax and see the faxes in the RC app, I can connect to Outlook and view my contacts/calendar in the RC app, and it appears that I am on the most up to date version ... fingers crossed it stays that way when I reboot my machine.  I have to thank SHEILA from RC who was finally able to isolate my issue of the RC update not working on my current profile.  It did download on my computer under the admin log in so it seemed to be a profile problem and not a program problem.  My IT people did what needed to be done and now I'm golden! :) It feels good to be working correctly again!  It's been a couple of months now with the ongoing problems. 
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Ah! I've heard of that being an issue like once or twice for different non-RC applications. So glad Sheila was able to help you and that you're up and running! 
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