favorites are removed after Softphone update

  • 0
  • 5
  • Idea
  • Updated 9 months ago
Everytime there is a soft phone updates the Favorites are gone and we have to recreate them. Please keep Favorites contacts on soft phone udates.
Photo of Gabriel Soto

Gabriel Soto

  • 484 Points 250 badge 2x thumb
  • Frustrated

Posted 1 year ago

  • 0
  • 5
Photo of Cecile Glassy

Cecile Glassy

  • 14,346 Points 10k badge 2x thumb
07-12-2017 US based account 2060 users. Yes - please fix this issue - it is a complaint we get from all our Android users.
Photo of Mike

Mike, Official Rep

  • 89,850 Points 50k badge 2x thumb
Can both of you clarify what you are experiencing.  Gabriel, it sounds like you are referring to the Desktop app, and Cecile, you seem to be referring to the Android/mobile app.  I have the latest versions of each and my favorites still appear on both.  What exactly is happening on your end?

Mike
Photo of Cecile Glassy

Cecile Glassy

  • 14,346 Points 10k badge 2x thumb
The last two Mbile RC apps for Android updates have removed the Favorites in several of our users, I have tried to force a duplication of the error to see if it happened every update - but mine in my own S7 Galaxy did not delete.  I  have an all-users bulletin out for anyone else who has yet to update theirs on our internal network, and requested they have us (th eIT Dept) do it for them so we can turn on device logging prior to doing the update to see what is going on under the hood.
Photo of Mike

Mike, Official Rep

  • 89,850 Points 50k badge 2x thumb
Thanks for the info Cecile. Feel free to open a support case if/when you can duplicate this again.

Mike
Photo of Cecile Glassy

Cecile Glassy

  • 14,346 Points 10k badge 2x thumb
Thanks Mike, will do - typically we don't open a support case for this type of thing until a substantial # of users are reporting it to us on tickets, if we cannot duplicate it reliably - we chalk it up to anecdotal instances, but we do track reports of it. when I saw the original post in this thread, I was wondering where it would go --- will stay tuned.
Photo of Gabriel Soto

Gabriel Soto

  • 484 Points 250 badge 2x thumb

Mike. I called support to report and open a case and they toll me to create this trend. When the users mark the favorites from contact list they appear on the Favorites right. Well in the last updates the Favorites list clears up then the users need to re-select their favorites. This images are just samples. But I guess you got the idea.

Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 31,676 Points 20k badge 2x thumb
Hello Gabriel,

I do apologize that you were directed to submit a feature request. We have verified that this is abnormal behavior for the softphone. Please do resubmit a case and you can refer the technician to this thread as well. I have coached the technician you spoke with earlier regarding the issue. 
Photo of Paul Waldon

Paul Waldon

  • 186 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Why did my favorites disappear on my softphone?.

Why did my favorites disappear on my softphone?
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 27,898 Points 20k badge 2x thumb
Hello Waldon,

If you haven't done so yet, open up a case with us. I would suggest getting the debug logs from your softphone and including them in your case as well.
(Edited)
Photo of Paul Waldon

Paul Waldon

  • 186 Points 100 badge 2x thumb
My favorites just disappeared again after the newest update!
Photo of Paul Waldon

Paul Waldon

  • 186 Points 100 badge 2x thumb
I don't where and how to find the debug logs.
Photo of Gabriel Soto

Gabriel Soto

  • 464 Points 250 badge 2x thumb

Well Paul. I reported this time ago. I opened a support but the tech support did not found anything. so far it happened in just one user and we notice that the favorites got remove it after windows updates on that user.

Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 27,754 Points 20k badge 2x thumb
Hey Paul,

I linked the debug log instructions on a post above.
Photo of Paul Waldon

Paul Waldon

  • 186 Points 100 badge 2x thumb
I am not an IT specialist.  I am a user and the debug logs are over my pay grade!
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 27,754 Points 20k badge 2x thumb
If you're not comfortable that is completely fine. If you open up a case the agent can share a screen with you and collect the debug logs.
Photo of Gabriel Soto

Gabriel Soto

  • 484 Points 250 badge 2x thumb
  Hi RC. I called to follow up on this. This only user is still having the Favorites issue on the Softphone for the PC.

  Time ago one of the agents on the call suggested to get a new, clean windows installation. We installed a new computer to the user with W7 pro. yesterday. Installed the RC app on the PC. The user added his favorites and by the end of the day instructed the user to restart his computer to let the computer to install and finish the windows updates and see if next morning (today) what will be the situation on his Favorites.

  Well. A little surprise to see that just ONE favorite stayed and all the rest were removed from the app.
I called this morning to support and the agent could not figured out what was going on and he suggested to add the logs in this trend.

 So by the previous response i am adding the logs in here. HAHA! Can someone tell me how to add the logs in here?
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 31,676 Points 20k badge 2x thumb
Hello Gabriel,

I don't see a recent case open regarding this. I'm very sorry that you were re-directed here. The debug logs for the softphone need to be collected and added to a case (not this discussion thread) so we can investigate. Please email community.support@ringcentral.com with details of who you spoke with and when so we can investigate.

Please see my post above and open up a case. If you feel comfortable collecting the debug logs yourself, great! If not, ask the agent for assistance and they can do a screen share and collect them.
Photo of Gabriel Soto

Gabriel Soto

  • 484 Points 250 badge 2x thumb
Hi. I don't remember the name of the agent and I asked to open the case to send the logs and he said to do it here. Anyway, I will send the logs to the mail you provide me.

Thanks!
Photo of Gabriel Soto

Gabriel Soto

  • 484 Points 250 badge 2x thumb
Hi. I have a case 06304168 open already.

The issue is with the Outlook contacts added to a Favorites on the PC app after windows update and computer restarted.

The issue does not happens with the contacts added manually.

I just wanted to let you know that the issue is happening to all the users not just with one user. 
I tested in two more users and the Outlook contacts added into favorites got remove after a windows update happens.
Steps on the PC app:
Enabled View Outlook Contacts on settings.
Marked some Outlook contacts as Favorites.
Run a optional windows update and restart the computer.
 
After the computer restarted the outlook contacts were removed.