How to uninstall

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My colleague needs to uninstall new version and install 9.1.4. But it doesn't remove the old install completely and error is we have too many install. Our IT support is on vacation. Please help in how to uninstall all/properly
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Jesper Johansen

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Posted 1 year ago

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Saadet - Community Support, Official Rep

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Jesper Johansen

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Hi, We already did that. The program is off the list now and only the version we want is on/visible (in Windows Programs). But the old install still conflicts. It says that we have 2 versions installed. The old install is therefore not completely removed. I think it is in the registry your uninstall doesn't remove things properly. Please help (urgent)!
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Saadet - Community Support, Official Rep

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Hello Jesper, 

Please provide screen shots of the error message and the folder that is visible.
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Jesper Johansen

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Hello

Im not sure about what you mean by "folder that is visible". But please find attached two screen dumps.
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Saadet - Community Support, Official Rep

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Hello Jesper,

That particular error message simply means that your softphone has registered with more than one computer. It does not require an uninstall/reinstall. Have you followed the directions in the error message?
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Jesper Johansen

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Let me go back:
The problem initiated when a new Ring Central version was installed.
Then the program crashed (I think it was with a new Windows update).
This happened to 2 persons in here. 
I IT-guy called RingCentral. We were informed to go back to older version (9.1.4)
Our IT-guy unstalled but then this problem occurred. He then had to delete some in computer registry (because your Uninstall doesn't work as supposed)
Then he installed the old version and it works
The problem is now that our IT guy did not do this on the PC of the manager of the department
He is back now from vacation and needs the software to work. BUT IT guy is on vacation (with no access)
As the problem arises first from software release that crashes and second from insufficient uninstall you (someone with RingCentral) must be able to guide us in proper solution
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Mike, Official Rep

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Can you provide some clarity so we can assist.

1. Is the PC/RingCentral app now working on the machine from which you supplied the screenshot above.  According to that error, it should be fine, except that a user previously logged in on a different machine which needs to be de-authorized.

2.  In your last post you mentioned installation problems with two other people.  If they are still having issues can you please provide specifics, ie. screenshots, error messages, etc?

It's very uncommon for the uninstall program to not work so if you can provide details steps and errors we'll be able to help you out.

Mike
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Sam - U.S. Support, Employee

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Hello,

Login to your account, go to settings, then to phones and numbers. Select your softphone, click deauthorize. Now try and login and everything will work :)
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Jesper Johansen

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Thanks this solved the issue. We were afraid (didn't understand the implications) of clicking on this. 

Thanks for the help

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