Desktop App: not refreshing

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  • Updated 2 months ago
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The desk top application previously used to refresh so that you could see your messages. With the current update you have to do that manually. Not a very good customer experience.
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Stuart Greenley

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Posted 3 years ago

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Kim, Alum

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Stuart - what is not updating? Faxes? Test/SMS? Voicemails?

The last user we had report this issue just needed to have some Network Configurations updated on their router to resolve the issue.  
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Benito

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Kim, I'm having this same issue with only one user. I've followed the instructions to add the IP's to our router/firewall but this user is still experiencing this issue, but others aren't having this issue after testing and comparing.

Basically, when a call comes in and a voicemail is left, it may not automatically "push" the messages or the call log until hours later. However, if we right click and select "Refresh", it will update the call log and messages.

We're using Windows 10, RC Desktop 8.4.3. I've tried doing a clean install of the app making sure to clean the registry and all folders in the C drive, but no luck. Also, as mentioned before, I've configured our firewall/router as instructed in the latest RINGCENTRAL NETWORK REQUIREMENTS AND RECOMMENDATIONS - Extended Version PDF

I'm running out of ideas and am getting to the point of providing him a new PC, but hoping you might a more direct fix since providing another PC will take me much time and effort.
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Mike, Official Rep

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Benito,  Can you try checking for updates in the app.  Nearly all accounts are now updated to 9.0   Let me know if you don't get the prompt for 9.0

Mike
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Benito

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Hello Mike, I just tried on mine and the user PC mentioned and it says the app is up to date. I checked the website also and it's still wanting to download 8.3.6.
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Mike, Official Rep

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Benito, If it updates for all other users and not this one person, then it's probably something on that PC.  I don't think I'd rush out to buy another PC, but I would check daily for the update to get pushed to your account as the remaining people should get it very soon.  

Does this pc have any different security software running that is different than the others.  You might try to temporarily disable it, just long enough to test and see if you can find the culprit.  If you get 9.0 and still can't figure it out then I recommend opening a support case so we can dig deeper. 
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Benito

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Thanks, Mike. I'm reaching out to our entire user roster to see if they are experiencing this issue at all. The only reported issue PC has the Windows 10 security software Windows Defender, configured with the same settings as mine.

Looking forward to receiving 9.0! So far I can't find it anywhere. Once we receive 9.0, I'll test again to see if that fixes the issue.
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Cecile Glassy, Champion

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Benito - we run Defender on our Win10 machines as well. We will keep an eye on this issue as we have LOTS of users.  
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Benito

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Update: Updating the app to 8.4.5 didn't help and there's no sign of 9.0, yet, so I continued testing and I've isolated this to our SonicWall's Content Filtering Service. RingCentral's Network Config documents did not cover this before, even the one specific for SonicWall.

However, I took a look at the updated Expanded Version: RingCentral Network Requirements and Recommendations article which added an IP address and Access Control List (ACL) rules with recommended White-List websites. Once I added this updated info to our SonicWall's Content Filtering Service, our Desktop Apps are updating/pushing call log and voicemail notifications.

Thank you RingCentral Team for updating this document.
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Mike, Official Rep

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Thanks for the update Benito!

For anyone else, we encourage you to click this link, and click the "Follow" button on the page.  When there's a change to the QoS/Network requirements document, I'll update the Community page and it will trigger an email to the followers.

Network requirements, and troubleshooting call quality (QOS) issues.

Mike
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Ayman Khafagi

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I have this issue now. The desktop app is not refreshing and the link provided above is broken.
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Jessica - Community Moderator, Official Rep

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Sorry about that Ayman, check out an updated article here
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Marc Napoleon

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my ringcentral app doesnt want to open 
when i try to open it. it says;: a problem caused the program to stop working correctly. windows will close the program and notify you if a solution is avaible. what i should i do in that case?
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Mike, Official Rep

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not related to parent topic

Please reference the new conversation here: App won't open