Desktop app won't open after latest update

  • 0
  • 1
  • Question
  • Updated 2 years ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

I updated to the 8.4.5.25218 version on 3/14. After updating, I can't open the desktop app without having to go to the website and trying to download it again. When clicking on the download link, a box appears and gives me the option to repair. While repairing it is great and all, it's really frustrating to have to do that daily or multiple times a day if I close out of the program.
Photo of Joel Johnson

Joel Johnson

  • 174 Points 100 badge 2x thumb
  • annoyed

Posted 2 years ago

  • 0
  • 1
Photo of Andrew

Andrew, Champion

  • 2,422 Points 2k badge 2x thumb
Hi Joel, what OS?  Is this on Windows?  If so, uninstall, then go to c:/user/appdata/local and delete the entire ringcentral folder.  Do the same under program filies x86 as well as c:/programdata

Then reboot and reinstall and hopefully that will clear things up for you.  
Photo of Joel Johnson

Joel Johnson

  • 174 Points 100 badge 2x thumb
Yes it's on Windows. I don't know what's more time consuming- having to uninstall before updating or having to go to the website to "repair" it.
Photo of Andrew

Andrew, Champion

  • 2,422 Points 2k badge 2x thumb
Uninstall won't take long and considering you have to repair it multiple times a day, I would say what you're doing now is going to cost you more time :)
Photo of Joel Johnson

Joel Johnson

  • 174 Points 100 badge 2x thumb
Tried it and it didn't work. :(
Photo of Andrew

Andrew, Champion

  • 2,422 Points 2k badge 2x thumb
Bummer.  Strange as we've never seen this behavior before.  I wonder if your system has something else going on with it that was coincidental to the upgrade.  You can test by installing the old 8.3.6 update again.  That would help you rule out whether it has anything to do with the release or maybe something going on with your system.  You may want to give support a call to as maybe they've seen this before. 
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 17,386 Points 10k badge 2x thumb
It is helpful when posting to this forum for help you include the details of what operating system you are using.  Also: did you fully remove the desktop app before adding the new one?  There may be a registry conflict somewhere preventing the new app from opening because a remnant of the old app is being "called" in part of the programming. Note: removing the app prior to installing the newer version will not "lost" you already setup HUD settings, these reside in the cloud associated to the phone number and extension you were running it with previously.
Photo of Andrew

Andrew, Champion

  • 2,422 Points 2k badge 2x thumb
That's exactly what I was coming on hear to ask too.  Sounds like either network services or software processes are being blocked.  
Photo of Joel Johnson

Joel Johnson

  • 174 Points 100 badge 2x thumb
The hidden icon wasn't letting us open it again. Have to make sure we exit out of it from now on. Thanks for all the advice!
 
Photo of Mike

Mike, Official Rep

  • 92,044 Points 50k badge 2x thumb
That was going to be my next suggestion. You could go to task manager and look for any RingCentral processes that are still running. 
Photo of Dana Case

Dana Case

  • 90 Points 75 badge 2x thumb
We have 1 machine running Windows 10 64 bit. After the update. Same as Joel Johnson, App works fine (opens) until we close out of the program, either for the day or by accident. When trying to open it again, it doesn't do anything. We have to restart the computer then it opens fine.
Photo of Dana Case

Dana Case

  • 90 Points 75 badge 2x thumb
The hidden icon works. Thanks
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 17,386 Points 10k badge 2x thumb
It is good to note that not every one uses the same set of "other" programs on their Windows 10 machines.

We run several thousand workstations on Win10 64bit OS and none of our 2000+  Polycom VVX500 phone users have this issue.

We have updated the whole organization to Ring Central For Windows 8.4.45 without any frozen startup or other issues.  

Ring Central for Windows 8.4.5 is running well for us without any problems. 
Photo of Gwen

Gwen

  • 80 Points 75 badge 2x thumb
I have a problem with the Windows Desktop App that sounds like the same thing.  I am a brand new install of 8.4.5.25218 loaded on 4/7/17.  My computer is running Windows 7 - 32 bit.  The app opens sometimes but not always.  I can pretty much rely on it failing the 3rd time I try to open it.  Sometimes I think logging onto my account using Google Chrome causes issues.  I have, on occasion been unsuccessful at getting it to start up after logging off/on.

I have been testing this out trying to find a pattern.  I make sure I logoff before exiting the app and before closing a web session.  I can't find a pattern as to when the desktop app is going to fail.  

I have tried logging on with the desktop app icon, the icon pinned to my taskbar and the icon in my system tray.  I have tried both double-clicking and right-clicking and selecting from the resultant menu.  Sometimes it works, sometimes not.

Any advice for me?
Photo of Mike

Mike, Official Rep

  • 91,622 Points 50k badge 2x thumb
Hi Gwen,  If your app opens some of the time, then you have a different issue.  The issue in this thread won't allow the app to open at all and is usually a hardware  dependency issue.   You'll probably want to open a support case so our support team can assist.


Mike
Photo of Michelle Stewart

Michelle Stewart

  • 100 Points 100 badge 2x thumb
I've been having this same issue since I updated to 8.4.5.25218 on March 17th. I'm running Windows 10 Pro. I can not open the desktop app unless I click on the hidden icon in the system tray. Additionally, when I have the app open and a call comes in I can't answer the call from the screen that is open. Instead a new, very large screen opens with the new incoming call. Sometimes that screen is so large that the button to answer the call is off screen. Needless to say this isn't very workable when the softphone is my only way to make calls. What is the best fix for this?
Photo of Michelle Stewart

Michelle Stewart

  • 100 Points 100 badge 2x thumb
Yes. The icon is in my task bar but when I close the window via the "X" and even when I exit the app properly by right clicking on the icon in the task bar I still have the same problem of not being able to re-open the app. When I close the app and attempt to reopen it by clicking on the icon in the task bar instead of opening the app window I receive a message that asks me if I want to allow this app to make changes to my device. Whether I click yes or no button nothing happens other than the notification window goes away. I just ran through this again to make sure I wasn't leaving a step out and now I can't even open the app from the hidden icon menu. I use this nearly every day and never had this problem until I updated the app.
Photo of Mike

Mike, Official Rep

  • 91,622 Points 50k badge 2x thumb
Hi Michelle, right clicking the icon in the task bar is = to clicking the X on the window. It won't shut down the app.  To shut down the application, you'll need to click the Settings (gear wheel icon) and then click "Logout". 

For the latter part of your question, it does sound odd that the task bar icon prompts you with "I receive a message that asks me if I want to allow this app to make changes to my device" .   Try logging out of the app, uninstalling the app, and then reinstalling it again.  Be sure to accept/allow any permissions that you might be prompted for. It's not uncommon for your virus scan/security software to prompt you with such questions. Please allow/give all permissions it asks for.  If you continue to have trouble.  Please go ahead and open a support case. It would be helpful if you can record your screen so our support team can see exactly what you are experiencing, then attached that recording file to the support case.

If you do open a case please reply here with the case number so we can follow it with you. In the case notes please include any other details; ie. your OS, version of RC Desktop, virus/security software etc.

Mike
(Edited)
Photo of Michelle Stewart

Michelle Stewart

  • 100 Points 100 badge 2x thumb
Ticket #05767867 
Photo of Mike

Mike, Official Rep

  • 91,622 Points 50k badge 2x thumb
HI Michelle,  I'm not sure if you saw the notes on the case, but the support agent would like you to give them a call at:  Phone: 888 898 4591

Mike
Photo of Michelle Stewart

Michelle Stewart

  • 100 Points 100 badge 2x thumb
Yeah. I spoke with him yesterday during our failed attempt at resolving the issue remotely and we have a followup scheduled for tomorrow.

This conversation is no longer open for comments or replies.