Message "Switch call to this advice" keeps popping up in the desktop app

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Account type: US
Desktop version: 9.4.3-29474

I started having this issue in the last week. After a call ends, I get a green button in the RingCentral for Windows desktop application asking if I want to switch call to this device.



There isn't another active call. If I click the "Switch" button, it tries to perform the action but I just encounter dead air. The phone number listed in the popup changes over time (often, it's the number from my last call).

If I do nothing, the green button will often disappear on it's own.

Anyone else encounter this? Suggested solutions?

P.S. Already rebooted, so that isn't a solution. ;-)
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Danp

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Posted 7 months ago

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Saadet - Community Support, Official Rep

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Hey Danp,

I've heard of a few cases of this occurring. It definitely needs to be investigated! Please open a case and include the debug logs (if you don't feel comfortable gathering them, your support agent can help).
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Andrew, Champion

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This has happened to me recently as well.  I think it's a bug with the 9.4.3 rollout.
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Shannon Maggs, Champion

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Same here.  Started when I upgraded.  
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Danp

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Case created (06858341) and logs uploaded.
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H20

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I was told by support that this was because of how we use the RC smartphone app (we had too many users). I tried to insist it was a bug, but got the brush off. GTK that it's not just us.
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Saadet - Community Support, Official Rep

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Sorry that happened, H20 :( It is definitely something we are looking into!
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Reinkemeyer

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This reply was created from a merged topic originally titled Always says I have an active call.

Even when no call is active, RC says "Switch call to this device".  When clicked, neither "Cancel " or "Switch" have any affect and it still says I have an active call.
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Darren Sydorko

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I am still experiencing this issue, version 9.4.3.19474
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Saadet - Community Support, Official Rep

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Hi Darren,

This should be resolved in our 10.0 release which is being rolled out now. 
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Peter van Diermen

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Not solved in 10.0 release.
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Saadet - Community Support, Official Rep

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Hi Peter, please open a case so we can investigate

  
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Dean Bolton

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Still happening
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Saadet - Community Support, Official Rep

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Hey Dean, 

What version of the app are you running?
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Dean Bolton

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Still happening and we are running v10.1.2.31099 here is the error message link below:

https://api-rcapps.ringcentral.com/restapi/oauth/authorize?response_type=code&redirect_uri=https...
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Heather Lankford

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I have over 200 employees and the ones using the most recent update 10.1.2.31099 are having this issue as well. Is this getting fixed?
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Brian Poague

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I am having this same problem. Why hasn't this been resolved?
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Saadet - Community Support, Official Rep

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Hmmm....This should have been fixed in the 10.0 roll out. Please open a case so we can gather logs and investigate!
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Dean Bolton

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How do I open a case?
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Saadet - Community Support, Official Rep

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You can click this button
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Dean Bolton

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I have submitted a case it is Case # 07642689
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Danp

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This has recently started happening to me again. My original case # was 06858341
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Saadet - Community Support, Official Rep

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Please open a new case. Thanks!
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Dean Bolton

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Hello,

I tried the purge with our agents that were affected. It did work for a few hours but for one came back.

We will attempt a purge again.
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Carl Oldham

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I have a user who is having this same issue, it seems to be affecting their ability to receive calls / make transfers etc. I shall put a case in, with the logs
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MileHighWelch

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I fixed this on my ext...

So I had this start occurring on my ext today for the first time.  We are on 10.1.1.

When I saw the "Switch call to this device", being new to the system I thought I didn't properly hang up something or I did something wrong.  I was messing around with the RingCentral for Google Chrome Extension earlier today so I went back to that and it showed me having an active call using the RingOut function.

I went to the settings of the RingCentral for Google Chrome Extension and logged out.  I then logged out of the softphone.  When I fired everything backup up and logged in the "Switch call..." banner was gone.

This is the first time this has happened to me, hopefully this will provide some insight...
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Clay Parker

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This is happening to me as well - started happening a couple of days ago (9/12).  I'm not able to get the green 'Switch call to this device' button to go away.  I don't have any active calls.  Can someone point me in the right direction to resolve this?   Any help appreciated.
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Saadet - Community Support, Official Rep

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Hey Everyone, please open a case so we can investigate what's going on and get logs! Thank you!

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Sherri Rodriguez

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I am on the phone with support now.  We have a user with this same problem.  He is saying it is a known issue.  Our user is experiencing static with the calls as well which he says has not been reported with this issue. 
(Edited)
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KJA

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I had this message begin appearing last Thursday 9/13.  Mac desktop app, version 10.1.2.31099 and 10.2.0.31893.  Support chat didn't acknowledge it is a known issue, just asked me to delete and reinstall the app.  I was given case # 07647750.  In one case, this 'switch call to this device' pop-up would not go away, even after killing the app and restarting.  It blocked answering the next incoming call.  Most calls now, it just appears for a brief moment when the call ends.  Once today, it popped up and didn't clear for a minute or so.  
(Edited)