Ring Central Meetings: crashing

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  • Question
  • Updated 3 years ago
  • Answered
  • (Edited)
When attempting to launch or join a RingCentral Meeting the application crashes once the video is initialized. Earlier last week, the application was working just fine and without any issues. Late last week and this week however, nothing but problems. I can join and host meetings with others using video, but once I initialize my own video the application crashes.

I've tried
  1. unplugging the webcam (Logitech v-u0022) and plugging it back in.
  2. sfc /scannow
  3. Disabling Anti-Virus
  4. All Windows Updates Done
  5. Latest nVidia driver installed
  6. Uninstalling and reinstalling the latest RingCentral Meetings application (are there older versions I can download and try?)
  7. Also installing RingCentral Desktop application
  8. Anti-Virus full scan
  9. msconfig > disabled all unnecessary startup applications and services
Notes
  1. Video works fine in the "settings" window.
  2. Skype works without any problems.
  3. Google+ Hangouts works without any problems.
  4. The problem was noticed around last Wednesday.
  5. All user accounts on this PC are affected by this problem

Windows Error Reporting
Fault bucket , type 0Event Name: APPCRASH
Response: Not available
Cab Id: 0
Problem signature:
P1: RingCentralMeetings.exe
P2: 2.5.2014.429
P3: 555a02aa
P4: zlt.dll
P5: 1.34335.2013.1205
P6: 555a0235
P7: c000001d
P8: 00085a79
P9: 
P10: 
Attached files:
C:\Users\dtacker\AppData\Local\Temp\WERB32B.tmp.WERInternalMetadata.xml
These files may be available here:
C:\Users\dtacker\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_RingCentralMeeti_baa82d86ba92e3c0ba8447e97e210c45816d5ce_0be2bf4c
Analysis symbol: 
Rechecking for solution: 0
Report Id: 0496f403-1466-11e5-b9ac-bcaec5920da7
Report Status: 65
Application Error

Faulting application name: RingCentralMeetings.exe, version: 2.5.2014.429, time stamp: 0x555a02aaFaulting module name: zlt.dll, version: 1.34335.2013.1205, time stamp: 0x555a0235
Exception code: 0xc000001d
Fault offset: 0x00085a79
Faulting process id: 0x1604
Faulting application start time: 0x01d0a8728be67c2a
Faulting application path: C:\Users\dtacker\AppData\Roaming\RingCentralMeetings\bin\RingCentralMeetings.exe
Faulting module path: C:\Users\dtacker\AppData\Roaming\RingCentralMeetings\bin\zlt.dll
Report Id: 0496f403-1466-11e5-b9ac-bcaec5920da7
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Dave Tacker, Champion

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Posted 3 years ago

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Mike, Official Rep

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Thanks for posting all the details. It looks like the problem may be that your version is too old, so I would not recommend rolling back.  Try uninstalling your current version.  You can download the most recent version by logging into your account, clicking tools and then "Meetings App"
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Dave Tacker, Champion

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Hi Mike,

I am already using the latest version of the application. As far as I know, the older version was working fine and we were not experiencing any issues until we upgraded. Could you provide a link to the last version before the latest?
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Ari Ioannides

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Yes please. I can't do any video conferencing at all from my desktop.
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Mike, Official Rep

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Ari,  Uninstall your current version, then try this link: https://ringcentral.app.box.com/s/1gf3nlcb3fkqa9kkc85r3yo7ok1xfjhw  (Windows) 

Let us know if you still have the problem.
(Edited)
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Ari Ioannides

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Thanks for the link. I'm running a Mac that looks like a Windows version. 
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Mike, Official Rep

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Hi Ari,  I'll should be able to find the Mac version and I'll send you an email with a link.
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Warren Campbell

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Mike I was having the exact same problem. Went thru all types of camera, audio driver and windows updates. Disabled my AV and firewall as troubleshooting test.

I uninstalled the current version (3.5.16444.0518) and installed v2.7 per your link and this has fixed my problem. For giggles I attempted to update to current version again and my problem immediately came back., I will stay on v2.7 until a newer update comes out and I will try again. oddly enough this was only a problem on 1 out of the 15 desktops I rolled this out on.

I wasted about 2 hours troubleshooting before finally trying your suggestion even though I came across this post early in the process.

Thanks

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Dave Tacker, Champion

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Mike,

Any word as to when this will be fixed in a future release? Since having the most up to date release is normally the best practice, I'm afraid we'd be missing out on future bug-fixes and performance improvements being suck on this old version.
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Mike, Official Rep

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Sorry Dave,  I just checked and still don't have a date.  You are welcome to post here periodically if you don't hear anything. 

Mike 
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Dave Tacker, Champion

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Ok, thank you Mike. I'll check back periodically.
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George Ackerman

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3 weeks and nothing yet? I'm having the same issue.
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Mike, Official Rep

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The latest version at this time is 3.5.1.  If you've tried this version and it's crashing, the best thing to do is open a case to make sure we capture more data from the users having the problem. 
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a

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My crashing began about the same time on my WIn7 PC.  Any troubleshooting tips?
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Deshawn Jones

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Windows 7 Professional. Operating system has been updated with most current patches.
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Mike, Official Rep

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I'm referring to the RC Desktop version.  It's almost always best to use the most recent release. If the most recent release is not working, then you'll want to open a support case. 
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Deshawn Jones

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Ring Central Meetings application Version 3.5.16444.0518.  Opening support case now.
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Deshawn Jones

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Any update? 
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Kim, Alum

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Deshawn, are you still having issues with RingCentral Meetings Crashing? As Mike stated this is usually due to a older version.  If it is still occurring please open a web case to have this issue further troubleshooted. Paste Case number here or e-mail it to community.support@ringcentral.com and I'll follow up with it.  
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James O'Donnell

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This reply was created from a merged topic originally titled Latest Version of Ringcentral Meetings Crashing on join?.

Downloaded the latest version of RC Meetings, the application crashes on joining meetings any ideas?
(Edited)
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Mike, Official Rep

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Hello James, This could be for a number of reasons. Can you tell us what version you are running?  And, did you try to uninstall and reinstall the latest version? 

Also, can you tell us what OS  your computer is running?   If you are getting any error messages let us know. 
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James O'Donnell

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Hi I'm using the latest version 3.6.28033.0928. OS is Windows 7 Enterprise 64Bit / Windows 7 Ultimate 64Bit.

What happens it that I set up a meeting, everything appears to work find until someone connects or I connect to someone else at this point the application just stops responding crashes then there is sometimes a loop of attempted reconnects. 

The web cam is a Creative Live! Cam Sync HD, we have used these cameras before and everything works excellent with Skype and alternative meetings software. 

Regards 

James 
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Mike, Official Rep

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Hi James,  The  3.6 version seemed to have fixed this for other users. You mentioned the model of your web cam. Have you tried it with different models, which did work?  Also did you try uninstalling the software or just upgrading from 3.5?   Please use this link to open a support case: Open a Case
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Warren Campbell

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3.6 has fixed this issue for me as well.
I had downgraded to 2.7 as 3.5 was problematic.
I performed a clean Uninstall of 2.7 and installed 3.6 and all seems well now.
Thanks.
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Mike, Official Rep

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Great. thanks for the followup.