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A couple of our computers start showing a Crash Report today.
Version 7.1.13446.541
Version 7.1.13446.541
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14,130 Points
Posted 5 years ago
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112 Points
Mike, Official Rep
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94,188 Points
If this keeps happening, please open a case and provide the account details Open a Case
In a few days we'll be pushing out 7.2 and will likely be able to get you a download link. If it keeps crashing then definitely open a case.
In a few days we'll be pushing out 7.2 and will likely be able to get you a download link. If it keeps crashing then definitely open a case.
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14,130 Points
After the update keep crashing. We will open a case...
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422 Points
I followed those steps and deleted the folders. The app now works for me again BUT when I tried linking it to Outlook contacts it crashed again and I had to delete the folders to launch it again.
I am using Win 8.1 and app version 7.1.4.13446 and no one else in the office has had this issue thankfully.
I am using Win 8.1 and app version 7.1.4.13446 and no one else in the office has had this issue thankfully.
(Edited)
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422 Points
And it seems to be a specific Outlook Contacts folder that is the problem. If I connect to just the one smaller folder it doesn't seem to be an issue. As soon as I check off the larger folder the app crashes.
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422 Points
Version 7.1.4.13446
Kim, Alum
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43,934 Points
Service Engineering is currently working on the 7.1 crash , but try this in the mean time.
** if you have the old Legacy Softphone still installed on your computer - Please uninstall it completely! **
1) logout and close the app completely
--- Even close it from running in the background (see image 1)
2) Go to My Computer Local Disk (C:) > User > click on the PC user > App Data > Local > RingCentral > and delete both files for the Softphone & RingCentral for Windows files (See image 2).
3) Login to new version
4) If this doesn't work then please open a web case as Mike suggested.
** if you have the old Legacy Softphone still installed on your computer - Please uninstall it completely! **
1) logout and close the app completely
--- Even close it from running in the background (see image 1)
2) Go to My Computer Local Disk (C:) > User > click on the PC user > App Data > Local > RingCentral > and delete both files for the Softphone & RingCentral for Windows files (See image 2).
3) Login to new version
4) If this doesn't work then please open a web case as Mike suggested.
(Edited)
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112 Points
I am running Windows 7 and since the last update the desktop app crashes on startup everytime.
(Edited)
Kim, Alum
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43,914 Points
The engineering team is working on resolving this issue, in the mean time please download the prior version. Then create a web case and attach the crash report to the case notes for escalation.
Some customers are using compatibility mode for Windows 7 and it's working.
Some customers are using compatibility mode for Windows 7 and it's working.
(Edited)
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112 Points
Thank you!
There are some real good software testing platforms out there. I'd suggest using one. Some of them are free.
There are some real good software testing platforms out there. I'd suggest using one. Some of them are free.
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200 Points
This reply was created from a merged topic originally titled RC Version 7.4.1 crashes on Windows 10.
I am running version 7.4.1.17562 of the desktop app on Windows 10 (latest updates, including November update), and it consistently crashes right after startup.
I immediately get this message (if I click OK, the app closes):
This comes up fairly quickly after starting the app:
Here is my version info:
I am running version 7.4.1.17562 of the desktop app on Windows 10 (latest updates, including November update), and it consistently crashes right after startup.
I immediately get this message (if I click OK, the app closes):
This comes up fairly quickly after starting the app:
Here is my version info:
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200 Points
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200 Points
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234 Points
Updated my users to 7.5.2 and it consistently crashes on some machines - I did about 10 upgrades and 3 or 4 are continuing to crash on start up of the application. All Windows 7 machines with latest patches.
(Edited)
Kim, Alum
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43,914 Points
@Chris, Try to de-authorize it, completely uninstall it and re-install. Try this on 1 of the 4 machines and see if that fixes it. Let me know...
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234 Points
@Kim how do you de-authorize the computer? I went through the settings on the laptop and then logged into Ring Central as an admin and didn't see anything in there.
Kim, Alum
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43,914 Points
That option in the Admin portal is under Phones & Devices > Ext # > Select the Softphone > to the right "Deauthorize this Computer"
J.B. Ferguson, Champion
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37,358 Points
Chris,
On your RingCentral portal go to the "Phones & Devices" selection on the left of the screen. Then select the PC you have the Windows Desktop application assigned to. On the right of the screen click on "Deauthorize this Computer".
That will do it for you.
On your RingCentral portal go to the "Phones & Devices" selection on the left of the screen. Then select the PC you have the Windows Desktop application assigned to. On the right of the screen click on "Deauthorize this Computer".
That will do it for you.
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234 Points
Thanks guys I see the option to do so now.
Kim, Alum
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43,914 Points
Chris - did that work?
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102 Points
Kim, Alum
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43,934 Points
This is the troubleshooting any Desktop App error/issues.
Troubleshooting Desktop App crashing or blank screen:
1) Uninstall the old Legacy: If you still have it installed onto your PC.
2) Make sure you have the most current version.
3) Logout & Close the new one ... also close it from running in the background.
4) Deauthorize the PC (see Image 2)
5) Go to Computer > Local Disk (C:) > Users > pick user > Appdata > Local > RingCentral > Delete the two files. (see Image 1)
[If you don't see "App Data" at the top above Contacts just click on the bar above and enter in /appdata then hit enter]
6) Log back in and test.
(Image 1)
(Image 2)
** If that doesn't work, please open a web case. **
Troubleshooting Desktop App crashing or blank screen:
1) Uninstall the old Legacy: If you still have it installed onto your PC.
2) Make sure you have the most current version.
3) Logout & Close the new one ... also close it from running in the background.
4) Deauthorize the PC (see Image 2)
5) Go to Computer > Local Disk (C:) > Users > pick user > Appdata > Local > RingCentral > Delete the two files. (see Image 1)
[If you don't see "App Data" at the top above Contacts just click on the bar above and enter in /appdata then hit enter]
6) Log back in and test.
(Image 1)
(Image 2)
** If that doesn't work, please open a web case. **
(Edited)
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234 Points
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316 Points
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102 Points
Hey RingCentral developers,
When are you guys going to fix this problem. I open a case # 04310625 and they closed it saying that this thread will help. Well, this thread has NOT help.
I started a thread: https://community.ringcentral.com/ringcentral/topics/ringcentral-desktop-7-5-4 and they merged it into this thread.
Well, I guessed that the developers and the tech support team are pointing the fingers at each other to form a "RING" to say that the problem has been solved. Can you guys get your act together and solve the problem please. And stop sending nag window in the app to upgrade when upgrading has caused this much headache.
RINGCENTRAL, GET YOUR ACT TOGETHER.
When are you guys going to fix this problem. I open a case # 04310625 and they closed it saying that this thread will help. Well, this thread has NOT help.
I started a thread: https://community.ringcentral.com/ringcentral/topics/ringcentral-desktop-7-5-4 and they merged it into this thread.
Well, I guessed that the developers and the tech support team are pointing the fingers at each other to form a "RING" to say that the problem has been solved. Can you guys get your act together and solve the problem please. And stop sending nag window in the app to upgrade when upgrading has caused this much headache.
RINGCENTRAL, GET YOUR ACT TOGETHER.
Mike, Official Rep
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94,148 Points
Sorry for the frustration. Can you tell us what version of Windows you are running and also, have you tried to to a complete clean re-install per the instructions in this thread?
Mike
Mike
(Edited)
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102 Points
I'm running win7 Home Premium 64-bit / 4GB RAM / Intel E6700 CPU. One of your tech people had already had my people uninstall / reinstall it 5 times today.
The app would start up ok, but then after the auto-login of the phone number and password, that is when it craps out.
The app would start up ok, but then after the auto-login of the phone number and password, that is when it craps out.
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82 Points
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212 Points
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212 Points
After deauthorized this computer, what's next? I can't even authorized back my computer. And I still have a blank screen. Nothing to show in my Ring Central App
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212 Points
I went through the steps of the "official response" posted above and the desktop app still shows up as a blank box. I'm running windows 7 Professional 64 bit. Any help is appreciated.
Kim, Alum
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43,914 Points
I sent you an email with an update.
(Edited)
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234 Points
We had no luck with this user mentioned above - posted the crash report as you can see. Ran the suggested fixes as noted in my post.
Kim, Alum
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43,914 Points
If that does not work, please open a web case.
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114 Points
This reply was created from a merged topic originally titled Desktop app freezes up and prevents from answering an inbound call.
My RC desktop app often freezes up and shows as "Not Responding" sometimes when an inbound call is ringing. When this happens, I have to answer the call on my mobile app. When I do this, the desktop app wakes up again. Even though my laptop is set to never sleep and never hibernate, this happens when I haven't been working on my computer for a few minutes. How can I fix this problem?
My RC desktop app often freezes up and shows as "Not Responding" sometimes when an inbound call is ringing. When this happens, I have to answer the call on my mobile app. When I do this, the desktop app wakes up again. Even though my laptop is set to never sleep and never hibernate, this happens when I haven't been working on my computer for a few minutes. How can I fix this problem?
Mike, Official Rep
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94,148 Points
This sounds like a memory issue perhaps. Try deleting the app data folder as shown above in this thread.
