Problem with Softphone on Windows 10 when using High-Contrast Theme

  • 0
  • 1
  • Question
  • Updated 2 years ago
  • Acknowledged
I use the RingCentral softphone on Windows 10. Recently, I changed the Windows theme to one of the high-contrast options. This has caused RingCentral to appear as though it's not responding, even though it seems to actually be taking input.

To reproduce this issue on Windows 10:
  1. Open Settings > Personalization > Themes > Theme Settings
  2. Choose the High Contrast Black theme
  3. Start RingCentral Softphone
  4. Try dialing a number
  5. If the softphone doesn't appear to be responding, re-size the softphone window
For example, if I have the softphone open and click a few numbers on the dialpad, the numbers aren't displayed in the softphone as if I'm dialaing. However, I've noticed that if I then resize the window, the UI "refreshes" and suddenly I can see that it did in fact accept my input.

The same happens when trying to hang up a call - I click the button, nothing appears to happen, but if I resize the window, suddenly the UI refreshes again.

Is anyone else able to reproduce this problem? Does anyone have a solution? The high-contrast theme is much easier on the eyes IMO, but I use RingCentral throughout the day and this is quite an annoying bug!
Photo of Ian Melchior

Ian Melchior

  • 126 Points 100 badge 2x thumb
  • like I live in a futuristic dystopia

Posted 2 years ago

  • 0
  • 1
Photo of Mike

Mike, Official Rep

  • 89,840 Points 50k badge 2x thumb
Hi Ian, 

I haven't heard this before, but we'll look into it.  Can you confirm which version of the RingCentral Desktop app you are running? 

Mike 
Photo of Ian Melchior

Ian Melchior

  • 126 Points 100 badge 2x thumb
Mike, thanks for the quick response. Here is some more info:

RingCentral for Windows version 8.3.5.24028
Windows 10 version 10.0.14393 Build 14393

Let me know if I can provide any more info to help with this.
Photo of Mike

Mike, Official Rep

  • 89,840 Points 50k badge 2x thumb
I would only be curious if this started when you upgraded to 8.3.5, or did you notice on the previous version? 
Photo of Ian Melchior

Ian Melchior

  • 126 Points 100 badge 2x thumb
Yesterday is the first time I changed the Windows theme to High Contrast Black, and I noticed the problem immediately thereafter.

I'm afraid I never tried this using a previous release of RingCentral Desktop, so I couldn't say either way.
Photo of Nathan Malone

Nathan Malone, U.S. Tier 2 Support

  • 4,720 Points 4k badge 2x thumb
Hello Ian,

I have windows 10 and I was able to replicate the issue as you have described it. The best thing for us to do is probably have you open a tech support ticket so we can get debug logs with you and escalate the issue.
Photo of Mike

Mike, Official Rep

  • 89,840 Points 50k badge 2x thumb
To complicate things... I was able to test this on a Win10 Machine too, but could not reproduce it.  

Ian, We'd still like you to submit a case if you haven't.  If you haven't started yet, you can use the button below. 

Then if you don't mind, can you reply back here with the case number? 

  
Photo of Ian Melchior

Ian Melchior

  • 126 Points 100 badge 2x thumb
Thanks Nathan and Mike for testing this. I just opened case number 05194789. Let me know how else I can help.
Photo of Mike

Mike, Official Rep

  • 88,774 Points 50k badge 2x thumb
Thanks Ian.