Glip desktop app opens and closes itself

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My Glip desktop app started opening and closing as soon as I turned on my computer this morning. I have uninstalled and reinstalled but no change. Help please, I cannot use my computer without uninstalling it completely, it takes over my monitor intermittently.
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Mike

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Posted 7 months ago

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Brandon, Champion

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Can you describe in more detail what is happening?  And are you using Mac or Windows?

When it fills the screen can't you change the size of the window or just minimize it?
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Erik Vlach

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I have a user with the same problem. Glip will open and is trying to load the profile with the spinning icon in the middle of the  conversation space. It will crash after an amount of time and reopen. I am unable to get to the menu to Clear Site Data. I have uninstalled and reinstalled and cleaned the registry with CC with no avail. Is there any profile info that needs to be deleted manually somewhere?   This is on Windows 10 Pro 1709, RingCentral version 9.12.1
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Erik Vlach

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After an uninstall I pushed RC 19.9.1 to my troubled user(s), that seems okay. Maybe their upgrade to 9.12.1 grabbed some corrupt data and I have circumvented that data by using an earlier version? Anywho I will let RC upgrade at will and hope they dont run into the same issue.
(Edited)
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Mike

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Where do you find alternate versions of the app?
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Erik Vlach

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Basically I am paranoid and a bit of a digital hoarder. I take the older versions of the .exe and .msi and put them into a folder just incase.
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Erik Vlach

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After installing 19.9.1 on my users pc it did upgrade to 19.12.1.7 and is stuck in the same loop. I took out the 19.12 executable and copied in the 19.9 - same result. So I removed all the executables, squirrels and app-19.12.1 files/directories and copied back in the 19.9.1 equivalents and its fine. I wonder if the RingCentral.exe (the 280kb one) is the issue - I will have my user try and start RingCentral from the app-19.12.1 directory when it upgrades. 
(Edited)
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Mike

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It opens and closes too fast to do anything with it. Ryan, the tech I chatted with tried several times. He has details and there is a video attached (in email). I am using Win 10 Pro. I saw an update on 12/16 (yesterday) in the programs folder. The app was fine yesterday (Monday), but this started as soon as I turned on my computer this morning (Tuesday).
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Jared Grover

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Has anyone had any luck getting around this issue? My Ringcentral App on version 9.12.1 started doing the same thing this morning. Uninstall and fresh install does no good. Having to use the app.glip.com web page currently. 
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Mike

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I have not. I logged a ticket with RC support and they are "working on it". Not sure why it's taking so long to get the fix completed.
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Mike

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I logged the ticket 12/18
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Mike

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This is from the tech that has my case.

Hello Mike, My name is Theresa of RingCentral App Glip Support. We apologize for the inconvenience of the loading and crashing of the desktop app. This is a known issue. Our RingCentral App Development Team is working-in-progress to fix this issue. Please bear with us. I will be escalating this case to our higher tier of RingCentral App Glip Specialist Team. They will tag and monitor this. Once the system declared a fix, you will be automatically updated about this. You can create a RingCentral App (Glip) web case anytime through https://success.ringcentral.com/appnewcase For other RingCentral assistance and articles, please visit support.ringcentral.com Thank you for using RingCentral as your communications provider. Have a nice day. Warm regards, Theresa Binalla RingCentral App Glip Support RingCentral, Inc
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Jared Grover

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Thanks for the info. I will track this issue through RC Support.

Unfortunate. I have multiple users that are now seeing this behavior and it started after the office had a power outage. 

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Mike

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No problem.

Only 2 in my office so far, but it happened after an update from RC. Not sure why it only affects limited users, but hopefully the fix will come soon and have an explanation.
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Erik Vlach

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FYI when I started the RingCentral app from c:\users\username\appdata\local\Glip it started without error - if anyone wants to give that a try. 
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Mike

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Thanks for the tip. I tried the executable and the shortcut from users, but still not working for me.
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Jared Grover

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Thought this was helpful and wanted to share. To get archived versions like 19.9.1, just change the path.

https://community.ringcentral.com/ringcentral/topics/version-archive-for-downloads-portal

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Jared Grover

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I was able to download 19.9.1 and my GLIP now functions. Question is how long before Ringcentral tries to update to the broken version.
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Mike

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Thanks for the info. I am just not using the desktop app for now. I am using app.glip.com in a Chrome browser until the app is fixed.
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Jared Grover

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So Update 20.1.3 still hasn't fixed the auto closing issue... or is this just me?
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Mike

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I have not tried the update and RC has not updated my open case for the issue, so I'm guessing no if it's not working for you, it's probably not fixed yet.
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Daniel Holliday

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I'm having the exact same issue with the latest version as of today
(Edited)
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Julian Smith

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I never post on forums, but RingCentral support was not able to assist with this at all. After seeing this happen to countless users in my environment I figured out what the issue is. Comcast's DNS servers are the problem, they chew apart traffic from the Glip authentication portal for whatever reason. The authentication request starts then almost immediately fails, and the Glip app isn't programmed well enough to know what to do about it--so it just opens and closes endlessly.

If you change the affected user's DNS servers on their primary network adapter to anything OTHER than 75.75.75.75 / 75.75.76.76 (or their DHCP server that has Comcast DNS servers set to default) Glip works perfectly. This has fixed every single case I have seen to date. Also as a side note, some of them needed a reboot after the change, despite my attempts to flush DNS. Some of them also took 3-4 minutes to start processing requests after the DNS change.

I let RingCentral know, so hopefully they can do something about it since half of the nation is forced to use Comcast (and because most folks rightfully shouldn't need to know their way around changing network adapter settings).
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Mike

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 I do not have Comcast in my area, but may try the change anyways as there is still no help from RC.
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Julian Smith

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There may be other ISP's that outsource their network device's default DNS servers to Comcast, I had one user on a different ISP but using those same DNS servers.

I really hope this helps! This issue is the worst.

Edit: there could be other public DNS providers that exhibit the same issues too. Forgot to add that. So far all I have seen is Comcast but I have no doubt that there could be others.
(Edited)