Email comes through but Desktop program does not update

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Hello - I work for a small I.T. Company.  One of my customers uses RingCentral.  Recently they got a new router.  It seems like, since then, he still receives email notifications when faxes come in, however, when logging-in to RingCentral from the Desktop app/program, the last incoming is 6/12/18.  What am I missing???  Thanks!
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Blaine Shaffer

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Posted 4 months ago

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Shelly Roth, Champion

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I am having the same problem.  I don't have a new router, but I did get a new computer and for some reason the fax messages are no longer showing up on my RC Desktop app.  Only via email confirmation.  I am also not able to fax out either.  I have to log in under my RC website profile to fax (this is the only work around I found for this problem).  I have submitted tickets for multiple RC problems since I received my new computer, but one thing at a time and at least I have a work around for this problem.
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Saadet - Community Support, Official Rep

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Hey Blaine & Shelly,

Have you tried Deauthorizing the softphone via the online portal? And then log out/log back in to the softphone?
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Blaine Shaffer

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Hi Saadet - my apologies for not getting back to you sooner.  Rather busy!

Anyway... I logged-in to the RC Account, however, I'm not seeing the same screens as you showed?  
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Blaine Shaffer

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What am I missing?  Thank you!
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Shelly Roth, Champion

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maybe you are not an admin?  I think maybe you can only see that option as an admin.
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Saadet - Community Support, Official Rep

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Hey Blaine, no worries! Are you a Fax only account? I can't seem to locate your account based on your Community Profile - can you email me your main account number at community.support@ringcentral.com?

Hey Shelly, Users are able to deauthorize their softphones :) Not just Admins
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Blaine Shaffer

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Hmmmmm... OK... That makes sense, however, what would I need to do to become an Admin?  I'm logging-in to his RC Account with his I.D. and pw.  I would think he should be an Admin. on his own account?  
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Shelly Roth, Champion

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No i have not.  I am in the middle of having my computer profile revised due to problems with updating the RC computer app on my current profile.  After we get that fixed I will try this, if the new profile doesn't fix things altogether.  
Thanks!
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Saadet - Community Support, Official Rep

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Keep me posted!
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Shelly Roth, Champion

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We have created a new PC profile on my computer.  I deactivated my computer profile in RC.  We downloaded the RC Desktop app (located at ringcentral.com under support, apps & integration, desktop app).  I signed back into my profile on RC desktop app and all seems to be working correctly now.  I can fax and see the faxes in the RC app, I can connect to Outlook and view my contacts/calendar in the RC app, and it appears that I am on the most up to date version ... fingers crossed it stays that way when I reboot my machine.  I have to thank SHEILA from RC who was finally able to isolate my issue of the RC update not working on my current profile.  It did download on my computer under the admin log in so it seemed to be a profile problem and not a program problem.  My IT people did what needed to be done and now I'm golden! :) It feels good to be working correctly again!  It's been a couple of months now with the ongoing problems. 
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Ah! I've heard of that being an issue like once or twice for different non-RC applications. So glad Sheila was able to help you and that you're up and running!