Can't hear caller on Desktop App

  • 2
  • 3
  • Question
  • Updated 2 years ago
  • Answered
I have been trying to get the Windows Desktop application to work for several weeks. Here is what I know:
  • I can use the Chrome extension and everything works
  • I can use the android app and everything works
  • When using the Desktop SoftPhone (latest version that came out today) the other person can hear me, but I can't hear them
  • It is not my bluetooth headset (I tried built in speakers and mic)
  • The Sound settings in the app playback just fine
  • My firewall is turned off on my PC
  • My network firewall is recognizing uPNP requests and opening that port
  • Using a friend's PC on my local network, I was able to get the Softphone working just fine
I know there are differences in the desktop Softphone app and the chrome extension, but they all seem to be network related. I am not sure what else to try.
Photo of Jason Robinson

Jason Robinson

  • 182 Points 100 badge 2x thumb

Posted 2 years ago

  • 2
  • 3
Photo of Monte4eqis


  • 412 Points 250 badge 2x thumb
For whatever it's worth to others experiencing  the same symptoms  of no audio while using the RC smartphone in Windows 10, we think the issue has been resolved for us.

It was most likely caused by a feature in Cisco Umbrella OpenDNS called IP Layer Enforcement that checks traffic against a list of suspect IP addresses in realtime. If traffic from an endpoint matches an IP on the list, the client injects a route to OpenDNS servers and blocks the connection. Something in there must have been causing a conflict with some component of the RingCentral softphone. We've disabled the feature and aren't seeing the audio issue anymore. 

If you're seeing the same symptom, I would look at your network environment for any traffic shaping or IP layer scanning that might causing a conflict with RingCentral.