Desktop App: Call log doesn't sync/update immediately

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Is there any way to fix/speed up the delayed sync/update of the call log in the desktop app?  There have been a few times today where somebody called our office, and we needed to call them back shortly after hanging up.  Unfortunately, it takes several minutes for the call log in the app to update and display the phone number we need.
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Eric L

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Posted 4 years ago

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Mike, Official Rep

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Sounds like it might be network related as the sync should be very quick. First try to clear the App Data folder on your PC. 

Go to Computer > Local Disk (C:) > Users > pick user > Appdata > Local > RingCentral > Delete the two files


Then, log back in and re-test. 

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Eric Frankel

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This is not what I currently see under C:/Users/MSI Eric/AppData/Local/RingCentral.  I see two folders (not files).  One is SoftPhone and the other is SoftPhoneApp.  Please advise if I should delete these folders or are there specific FILES that I need to delete in order for the Desktop App to stay in sync as I send or receive faxes.
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Luke, Training Specialist

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You can delete the SoftPhone folder or everything inside of it. It only holds settings and other temporary information for the RingCentral for Desktop app. Once it is deleted you will have to log into your RingCentral account in the app again. Let us know if that helps out the lag on the call history.

*edited to correct which folder to delete*

Having the same issue and applied correction as per instructions.  Just that the issue re-appears the following day.

Can't patch the system every day. Any other suggestions
Sorry I dropped off the face of the earth...Couls'nt find this thread anymore...

Version 9.4.3
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Saadet, Employee

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No worries! Hmmmm....I would suggest opening a case with us so we can get the debug logs and see what's going on!
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Saadet, Employee

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Hey Jean-François Durocher,

Did you open a case so we could investigate? I don't see any recent cases under your account.

Hello TKO,

Well don't feel bad, I did exactly the same as you and deleted the two "folders". Did this between calls because it seemed a quick fix. Ya, tell that to my customers...Lost 20 minutes to figure out what in h*** happened, re-installed the software, answer "welcome screen" and "Please fill out this information" (some field I couldn't fill, needed to write in Notepad, then copy & paste)

As for having the newest & best networking switches, routers and network, that's a check, check and check again. We are a software company with some great networking staff and I'm sitting at the support desk. If there are specific parameters, I haven't seen them anywhere.

And Yes, I`'ve had this issue for years, just that now it seems to be getting worst and worst,  I especially hate it when you HAVE to call a client back: Can't redial, so I have to go through the contact list to find it.  It's just a fricking waste of time.

I'm pretty sure that this ticket will take forever to be acted upon and probably will never get a definite answer. Hey, at least these guy's are not charging us an arm and a leg. (My therapist says I have to keep positive)

Regards all,