My desktop ringcentral app doesn't work well with my Plantronics Voyager Focus UC.

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My desktop voip ringcentral app (version 9.1.6.27106) doesn't work well with my Plantronics Voyager Focus UC. The headset works perfectly with the RingCentral for meetings, just not with the desktop app for the phone. I have tried with both the dongle and direct bluetooth connection to my Dell XPS laptop running Win 10 (latest version). The connection with direct bluetooth connection is all staticy or breaks up and my customers complain about it.  With the dongle, it is excellent, but the app crashes all the time, and does some crazy stuff.  The headset works perfectly with my cell phone and through the meetings app, but not with the voip phone app.  RingCentral can't seem to fix this issue and it is bad enough that I am considering changing systems (not headsets). Does anyone have a similar situation and perhaps a fix?
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Sinkoff

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Posted 1 year ago

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Saadet - Community Support, Official Rep

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Hello Sinkoff,

I'm curious, does this occur with another headset? Or is it just the Voyager?
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Saadet - Community Support, Official Rep

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Also, have you verified that your network is set up according to these parameters? The meetings application does use different ports compared to the desktop app which could explain why there is a difference between the two.
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Sinkoff

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I have been using RingCentral for almost 2 years and this has been an issue, but now it is unusable.  My headset works perfectly with RingCentral Meetings and directly to my cell phone, just the desktop app doesn't have the quality that is effective for use.  
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Sinkoff

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Just with the Voyager when connecting through the bluetooth of the laptop directly.  If I use the dongle from the Voyager, it sounds perfect, but for some reason, the dongle makes the RingCentral desktop app crash, so that doesn't work as a solution
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Saadet - Community Support, Official Rep

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Do you have the same issue if you log into the desktop app, but on another computer, and use the same headset? This sort of thing helps us to learn more and narrow down what might be the root cause.
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Sinkoff

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I will check this right now.  The other machine I have is also a Dell xps, configured the same way
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Saadet - Community Support, Official Rep

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Sounds good! Let me know how it goes.
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Sinkoff

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I tested it and it seems to have the same issue.  
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Saadet - Community Support, Official Rep

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Hmmm...I'm wondering if it is machine related then since you tried it on 2 that are the same...Do you have a different machine at home?
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Sinkoff

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I have a Mac as well but it wont authorize access to that many machines
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Saadet - Community Support, Official Rep

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You can always deauthorize it on one of the machines before logging into it on your Mac :) If you want I can post the instructions. It's super easy and takes a few moments.
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Sinkoff

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On the Mac, it seems better, but that is not my everyday work computer 
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Sam - U.S. Support, Employee

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Sinkoff, from the sound of it you may need to disable the plantronics headset enhanced feature in the softphone app. Could you try toggling this setting off and let me know if the issue persists?

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Dawn Stressman

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Sam-Support, 
I'm having the same issue and it seems like a crappy option to just turn off the headset features. One of the features that led me to buy this headset was the ability to answer a call on the headset and if you turn off the features that can't happen. The Voyager Focus UC is a recommended device by RingCentral. 
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Mike, Official Rep

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Dawn... what specific issue(s) are you having? Is it sound/voice quality? 
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Dawn Stressman

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The RingCentral app crashes when I connect my Plantronics Voyager Focus UC headset. 
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Mike, Official Rep

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Dawn,  Try checking the Plantronics Website and make sure you are running the latest version of their HUB software. If you still experience crashing then please open a support case. 
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Randy Marsden

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I am having the same issue. I purchased the Voyager UC because it is what you recommend. The app crashes and I can't use the headset with Ringcentral for Windows, only for conferences in Zoom or on Ringcentral calls on my phone. 

I found that if I directly connect my Voyager to the PC instead of using the dongle via bluetooth, it works with RingCentral, but the sound quality is poor and I don't have the ability to use the Plantronics features.
(Edited)
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Jim Blankenship

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I am having the same issue. Newly-purchased Voyager UC as recommended. All firmware is up-to-date on the Plantronics side. My desktop software says it's up-to-date (version 9.3.5.28675). Any time the Plantronics Hub software is running and connected, the RingCentral software crashes shortly after. Disabling the Hub software allows the RC software to run, but as mentioned by many, it takes away the features of the Plantronics headset. 

Please provide a solution!
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Saadet - Community Support, Official Rep

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Hi Jim, your issues should resolve with the 9.4 release of the desktop application. All accounts will be upgraded by the end of January, if not sooner. Sorry for the inconvenience. If you're still having issues once your desktop app has been upgraded, please open a case so we can collect more information.
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Jim Blankenship

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The end of January has come and gone, and yet I still have not gotten the 9.4 update. Any chance it can be specifically pushed out to my account?
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Mike, Official Rep

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9.4 is publicly available to all users.  You can download it here if your app hasn't prompted you:  Download RingCentral for Desktop.
(Edited)
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Jim Blankenship

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Thank you!
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Mike, Official Rep

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You're welcome!!! :) 
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Jeff Grillion

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I have the the same Voyager Focus headset ("pretty much the best money can buy" from what I was told when I bought it) and it worked pretty well with my iphone but when i switched to a droid it got really ugly! Every time i want to use the headset with the RC App on my new phone, the Note9 Samsung, i have to uninstall the RC App and reinstall to pair. It works for a day or so and then i get a call and find my headset is no longer paired. So i call RC Support and the girl tells me i need to uninstall and reinstall the app every time i want to use the headset. Are you kidding me? ? I am so fed up trying to figure this out on my own i need some help or need to find a new VOIP provider. Sounds like they have been having issues with the Best Plantronics headset that is recommended on their website and by their sales reps but its really a let down.  PLT support tells me to call RC and RC tells me to contact PLT. I am about done with both of them! Such a let down
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

2019-01-07 Please follow our progress as we track this issue for use of Bluetooth Headsets with RingCentral Desktop and Mobile Apps - they are aware this issue is hobbling many many users and are working towards a better solution

http://ringcentraladminusersgroup.org/faq/headsets.html