Did Ringcentral cut off the old Softphone?

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I have been using the old RingCentral Softphone because the new RingCentral for Windows is really inferior in a lot of ways. Anyway, since this morning no one in my office can synchronize their Softphones. Tried everything; turned off and on, signed out and back in, etc. I'm wondering if perhaps the company stopped allowing connections from the older program. 
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Naftali Braun

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Posted 4 years ago

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Mike, Official Rep

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RingCentral is not cutting anyone off per se, but, the Legacy phone is pretty outdated so there are not any new development resources being allocated to it. The best resolution is to install the newer RC Desktop to avoid ongoing issues. 

Mike
(Edited)
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Chris Mears

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Mike,

What solution do you propose to the users who are Version locked to Windows XP due to legacy applications. Your new RC client 7.1.1 does not work on Windows XP. How do they resolve the issue with the Softphone not synchronizing.

Legacy Faxes came in under a different protocol, and are visible in the application. However since your recent system changes the protocol that new faxes are received under currently prevent them from being displayed in older Softphone clients.
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Mike, Official Rep

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Sorry Chris, but we can't provide any advice or resolution for Windows XP users other than to update to a supported/secure OS. Windows XP is  considered obsolete and no longer supported by Microsoft.  Visit this page from Microsoft fo rmore details: Windows XP support has ended
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Dwayne NV

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Chris - I am with you 100%. Also, the response that "Mike" gave you is totally unacceptable and a bit unbelievable, in my humble opinion.

I too had the same problem you encountered Chris. On Friday the 24th, Softphone was fine; however, this morning (Monday 4/27/2015),  I have the same problem. I cannot receive or send a fax from Softphone.

What does "Mike" mean by "pretty outdated." The fact is Paying Customer are in fact using the "pretty outdated" program without any problems or issues. Why did RingCenter not take input from the Paying Customers before making this one sided move to not support/discontinue Softphone? Why were there no warning/advanced notice to Paying Customer that they would be unable to use the program on Monday. I doubt is it coincidence that everyone was unable to use it on the Same Day.

Furthermore, "Mike" response or "best resolution" to install the RC Desktop is a not applicable to all Paying Customers. As in the case of Chris, my business is still using XP! Did RingCentral forget or NOT realize that not everyone has Windows 7 or 8. This was Horrible execution on the part of RingCentral.

If RingCentral knew XP was "obsolete" then why NOT give us advanced notice.

I am very upset and frustrated with RingCentral. They unfortunately make it a habit of not notifying their paying customers of changes such as this. We lost a full day of business working on this issue.

ALSO: The RingCental for Windows does not allow users the option of directly faxing from the document. (In the Softphone, one could click RingCentral then Send as fax...Now they want us to attach the document and does such and such.) RingCentral needs better engineers and/or customer relations to get the word out on upcoming changes.
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Mike, Official Rep

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Dwayne, I can understand your frustration.  We are not denying that some of you are having problems faxing out. There is a bug being worked on, and we will be happy to help you resolve this issue.  If you are using the Legacy phone, we just need you to either open a case so that we can research your account, or if you upgrade to the latest version 7.1, that will also solve the problem.  By "pretty outdated" I mean that if you are using the Legacy phone, you are probably 2-3 versions behind our latest release. RingCentral pushes out updates approximately every 8 weeks.  As far as Windows XP being obsolete, it does not make sense for any company to develop software for an operating system that is no longer supported by Microsoft. Microsoft's decision to stop support for Windows XP has been made widely public by MS for a long time. If you review the page I linked above Microsoft states: 

Windows XP is 12 years old—that’s pretty old for an operating system

We did start posting our release updates to this Community so customers can see the changes. You can find those documents here: RingCentral Release Notes Archive

In addition the new RC Desktop app shows what features have been added in the current release. See screenshot below. Just click Settings > About to access the screen. 

I hope this helps.

Mike 



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Dwayne NV

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Facts -

"There is a bug being worked on." I was on the telephone with customer service all throughout the day (NOT fun) and was advised there isn't anything they can do. I was told to uninstall then re-install Softphone. I did that and the same problem--can't send a fax, can get a fax. Additionally, I was told to download RC for Windows. I did this and I cannot get it to open due to getting an error. I was told there isn't anything they can do (Basically, I was told to pay up and get lost, in the nice RingCentral fashion.)

It's easy saying "upgrade to the latest version 7.1" but I Cannot. It's that simple. I can't download but can open the darn things due an error about a driver, OpenGL, etc.

Thanks for telling me that using Legacy phone I am 2-3 versions behind, but NO ONE informed me of this. Am I expect to check the "community?" This is my first day using the Legacy. I have a business to run Not blog and check other peoples technical issues.

How are we as paying customer to knew that Microsoft XP not supporting would affect SoftPhone?! Pardon me for not taking computer tech 101.

"You did "start posting our release updates to this Community so customers can see the changes." Again, any we as paying customers supposed to check the community for updates??!! Image an auto maker saying, hey you should have checked our forum to be advised of a safety recall on your automobile.
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katybaum

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We had the same problem today that Naftali had today.  Seems like something changed over the weekend and the company is not willing to admit it to their faithful customers.  I can understand not wanting to support old versions of your product, but as many have said, there are essential features that for whatever reason were left out of the new product.  The abililty to scan is my big issue.  Now, I must use scanning program to scan and save the document I wish to fax before using this software.  Clunky.  Please bring back the ability to scan directly into your program!
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Dwayne NV

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Yes, something did in fact change over the weekend, and you are correct in that RingCentral is arguably NOT willing to admit this fact. I spent the ENTIRE day with 3 or 4 different customer service reps, and I now realize that either there is a problem with internal communication OR they are full of nonsense.

Not supporting SoftPhone?! XP is "obsolete?!" This was/is a calculated measure on the part of RingCentral. Why is it that all customer suddenly had this problem? We were fine on Friday then on Monday, we experience this fax issue with NO warning, NO call, NO email, NO heads-up. That's not very professional RingCentral. Do you not realize we are running a business and we require all services be up and running.

The RingCentral bill has not decreased...quite the contrary, the bill goes up. However, the customer relations goes down.

I have noticed that they DO NOT listen to their paying customers. They in fact do what they want to, disregarding our online and telephonic concerns.

It is such a shame that with so many other companies and competitors they would not do their best to retain their current and paying customer with quality care.
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Mike, Official Rep

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As stated above, RingCentral is not cutting off the old Legacy Softphone. For anyone that is still using the Legacy phone and does not want to update to RC Desktop please Open a Case and we can still help troubleshoot any problems you are having sending faxes.   For anyone that has already upgraded from the Legacy phone to RC Desktop, if you just upgrade the software from 7.0 to the latest 7.1 this should also solve any faxing problems you have.   If anyone on 7.0 has problem updating to 7.1 please reply here and let me know. 

Thanks!

Mike 
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Becky Leon

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help! I installed the new RC Desktop, and now I can't print to RC like I was doing just fine all along with the Ringphone. I can fax from outlook. Was this eliminated in the desktop version? It was a lot more simpler to just print to ringcentral to send a fax. Is there a fix for this?
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Mike, Official Rep

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Hi Becky,  this feature should still exist.  What application are you trying to print from?  In most cases, you'll click File > Print and normally get a drop-down menu that allows you to select a printer, in which case you should see "RingCentral Internet Fax".  What is happening on your end? 

Mike 
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Becky Leon

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from MS Office application. I had to uninstall RC softphone, it was starting up at the same time as RC desktop.  RC internet fax is not showing up in the printer choices as before.
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Mike, Official Rep

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Official Response
For anyone that is not having trouble with the Print to Fax option and not seeing the "RingCentral Internet Fax" as an option in your available printers, you may have to manually install the printer. This page has detailed instructions: The "RingCentral Internet Fax" printer is not showing up in my list of printers
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Becky Leon

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thank you. am all set.
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Mike, Official Rep

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You're welcome!   Happy to help. 

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