NO SOUND

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  • Updated 3 months ago
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I can receive sound when I visit youtube or skype but I can't get any sound on my ringcentral desktop app.  I've purchased a new mic and new headset and I still can't hear voicemail and no sound for calls. 

i've called tech support and they refuse to help. 
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Z

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Posted 4 months ago

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Heather Goldberg, Champion

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Have you changed the settings in the sound tab under settings?  It may be defaulting to a different sound source.

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Z

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Yes.  I've checked 5 times.  Uninstall/Install RC software twice.  It doesn't work. 
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Saadet - Community Support, Official Rep

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Hey Z,

What kind of headset/mic are you using? Does a different headset/mic work just fine with the softphone? Have you tried using your headset/mic on a different computer that is also running the softphone? 
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Z

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it's not my headphone/mic ... my ringcentral was working fine last Friday and I just bought a new mic/headset after a Tech support guy told me it's my headset/mic which is not the case. 
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Z

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this doesn't work.  I've spent over 4 hours with your tech support team we've done everything we possibly could and not to mention I've talked to two level-two specialist and I still cannot use my ringcentral properly. 

I have a business to run and I need reliability when it comes to phone systems. 
(Edited)
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Saadet - Community Support, Official Rep

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Hey Z,

I see that you still have an open case with us and that this started happening after a Microsoft OS update. We'll continue to do our best to figure out what's going on. Sounds like the focus should be on that update and what occurred.
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Z

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I still can't use my ringcentral desk top app due to window 10 update...
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Saadet - Community Support, Official Rep

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Hey Z,

I completely understand the frustration! Our Product Team is still working on fixing this bug and a few others that have popped up with the 10.0/10.1 update. Your case was escalated so that once a fix has been pushed out, you will receive an update.
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IIV

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How Product Team is going to resolve this issue if it's Microsoft bug?
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Saadet - Community Support, Official Rep

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Hey Everyone,

Since this is an issue with Microsoft there is only so much that we can do. Our Product Team has, however, put together some instructions that should help until a new Windows Update is released:

How to solve this issue in the interim

If users experience a problem with the softphone audio after latest Windows update ver. 1803,please follow these steps:

1.1. Windows Key+I > Privacy > Microphone

1.2. Set “Allow access to the Microphone on this device” to ON

1.3. Allow apps to access your microphone - Switch to ON

1.4. Choose which apps can access your Microphone - If needed make required toON.

1.5. Restart system


If this was not helpful, please try the system recovery as explained in this article

2.1. Go to start>Type CMD

2.2. Right click and run as Administrator (called an elevated command prompt)

2.3. Type sfc /scannow (note the space between sfc and "/")

2.4. Wait until completion

2.5. MS article states that in some cases this procedure needs to be repeated up to 3times in order to resolve all of the issues.

2.6. Restart system
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Z

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*** I would be very careful with System Recovery for this particular situation because system recovery would not fix the actual problem.  Window 10 update helps Users to have the most security for their computer and you NEED the updates.  MS failed to inform the users that Recent Updates could have an impact on some of the softwares.  
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Z

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06/20/2018 11:37AM

To those who has Window 10 and no longer getting sound on your RingCentral DeskTop App after the most recent Window Update EX: Cannot hear sound from voicemail or sound of someone's voice.  This is the solution for you!!! YES!!! This has been an EXTREMELY brutal, painful, frustrated, and COSTLY experience and yet Microsoft failed to inform its customers.  

I've follow the first instructions and it has fixed the problem. 

1.1. Windows Key+I > Privacy > Microphone
- For quicker and less confusing process just search  "microphone privacy settings" in WIndow 10 and the setting menu will appear. 

1.2. Set “Allow access to the Microphone on this device” to ON

1.3. Allow apps to access your microphone - Switch to ON
 - Very important -  You may not see RingCentral app on the list so just make sure you Switch to ON (1.2).  You would still be able to turn off the apps you don't need. 

1.4. Choose which apps can access your Microphone - If needed make required toON.
 - You may not see ring central app under the list but as long has you've completed Step 1.2 then you would be able to hear the sound again.  

1.5. Restart system

To Ring Central IT management team, I highly recommend you to inform all front line IT Support Team and make sure they are aware of the situation and solution as well to ensure all Customers have the best experience.  Please note, if your IT staff is not inform then they would follow the standard procedure to solve the problem...1) your IT person could spend over a hour for each call and still not sure what the problem is 2) Customers would become EVEN MORE frustrated. 3) Just inform the entire IT team and help the customers for the sake of the customers by putting ego aside... you don't know what the problem is just admit it and work on the solutions.  

It's been a long painful process but I am glad this is working now.  Good luck to you all and have an awesome rest of your year and I hope I won't have to come back to this "community" any time soon.  

Best Regards, 
(Edited)
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Saadet - Community Support, Official Rep

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Thanks for the additional advice, Z!
(Edited)