Mobile App: Issues with 7.4.0 on Android app

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  • Updated 4 years ago
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When dialing from the Android app the app places + sign in front of the main number and the phone treats it as an invalid dialing code and the call is not connected. 

Version 7.4.0.1.108 
Android version 4.4.2 

Calling from USA. Also tried disabling international dialing on phone. Area code is correctly configured on phone. 

In RingCentral app the region is set to USA and the area code is set to 843.
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Kim, Alum

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Posted 4 years ago

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Kim, Alum

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Other users are also experiencing where the app is adding a 011 for international calling.  Issues specifically related to 7.4.0.
(Edited)
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Bryan, Champion

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Still having this issue.  Logging out will fix it for about 1 hour, then the problem comes back.
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Bryan, Champion

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7.4.0.1.108 - running on Android 5.0
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Bryan, Champion

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AT&T in the US.
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Kim, Alum

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Please open a webcase.  Include the logs from the mobile app. We also need to know what version of the RingCentral app (or Office at Hand) you are using, the operating system of the mobile app, and the type of phones (iPhone, Galaxy, Moto E, etc..)  

Step 1: Type *SENDLOG#  (*7363564#) then tap Call.

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Step 2:Tap on the log file at the top of the list.

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Step 3:Tap on Send via Email

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Step 4: Choose the email program that you would like to use for sending the RingCentral Mobile App Log.

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Pete

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Same thing here. App adds 011 in front of any ring out numbers called. Log off and back on fixes it for a short time, but then the issue returns. Very inconvenient; esp. using hands-free voice dialing while in motion when it isn't possible to reboot the app. Please fix the app.
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Kim, Alum

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Please post case number here after submitting and I'll follow up with it. 
(Edited)
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Pete

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Case # 04022326 It may be possibly just 01 in front of the *1* that may be there normally. E.G. 1-555-123-1234 may be dialing as 0115551231234
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Pete

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Uninstalled the App and re-installed from Play Store. I am running 7.4.1 and issue still exists. It now attaches 011011 in front of outbound number. Log off and log on no longer seems to fix issue, app is now useless for ring-out.
(Edited)
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Kim, Alum

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What kind of phone do you have?
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Pete

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It is a Motorola Droid Maxx. Android Version 4.4.4 on Verizon. Unfortunately, I am the only one using this App in the company so I can't cross platform test for you. I am on the road a lot and depend on the Ring Out feature. VoIP is too unreliable. Could rebuild the phone, but would like to avoid that due to time constraints.
(Edited)
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Pete

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Thanks guys, I think I am going to try to wipe and reload the phone. Issue just popped up a few of weeks ago.
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Pete

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I just spoke with our admin. His iPhone 5 is exhibiting the same behavior; adding "01" or "011". He is on RingCentral 7.3.0. I am having him update to the latest Rev. and will post back if results are the same.
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Mike, Official Rep

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Thanks for the update Pete. We haven't seen this on the iPhones yet so please let us know if updating the app does not work.  I do know our Product Team is working on another patch. 
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Pete

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Looks like our admin misinformed me. I just met with him and I could not duplicate the issue. He may have experienced fat fingers this morning. I told his iPhone to update from App Store, but it didn't find a newer version than 7.3.0.
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Pete

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Updated to new release on Play Store (7.4.1.1.6) on Motorola Droid Maxx (Android ver. 4.4.4) today and initial testing this morning is showing the issue is resolved. I will continue to test today and let you know how it is going.

(Edited)
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Mike, Official Rep

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Thanks for the update Pete!
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Pete

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So far so good today. Was on the road most of the day using RC with Voice dial with no issues. Thanks for patching the app!
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Kim, Alum

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Glad to hear Pete. Thank you for the update! :-) 
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Jason Hoffman

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We're really frustrated as well, same problem. Newest RC app, and a galaxy s6. Cant dial out!  Need a fix ASAP. Where can i download an older version of app?????
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Mike, Official Rep

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Jason, unfortunately there's not possible to roll back to an older version.  Do you have the same symptoms as above? Is it adding a "1" or, a "011"?    If you haven't opened a case please do so. If you have opened a case, reply here with the case number and we'll make sure it's routed correctly as our team is working on this already. 
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Jason Hoffman

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04015463 case #, we need to get a roll-back version ASAP. Every moment this is not working it's costing us a lot of $$. I hope we'll be refunded for the time we cannot use your service, and moreso, I hope we'll compensated for the time spent working on/with/through this issue.  I charge my customers $120/hr for our services and have so far spent a good 2 hours on this, not to mention the time spent trying to workaround the issue which is ongoing until this is resolved
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Bryan, Champion

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This is a major issue, one look at the recent reviews on the Android PlayStore will make that obvious.  It's happening to A LOT of users.  The app needs patched, plain and simple.
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Bryan, Champion

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Already updated and it seems that the issue is fixed.
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DixieBee

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My app is doing this as well -- adding the + before attempting to dial out -- even with logging out and logging in and with uninstalling the app and reinstalling. No app updates available in the Google store. 
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Ted, Product Manager

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Official Response
Hello. We released an update last night in Google Play to address the '+' issue for additional devices. Please upgrade your RingCentral app to the latest versions (v7.4.1.1.6) from Google Play. https://play.google.com/store/apps/details?id=com.ringcentral.android&hl=en 
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Mike, Official Rep

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We have just released another version of our Android mobile app.  7.4.3 is now available in the Google play store. 

Mike 

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