Ringcentral WIndows won't respond in time to answer call

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My Ringcentral for Windows softphone rings when there is an incoming call but takes forever to launch. Typically by the time it responds the caller has already hung up. This is true even when I keep it always active and always on top. Is there any solution here?
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Phillip DeMuth

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Posted 2 years ago

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John

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Phillip, mine does that pretty often, too. When it hasn't actually been used in a while, as in either actually making or receiving a call, it seems like it kind of goes into a nap of sorts, and it has to have time to kind of wake up. This is especially true if it's the first incoming call of the day after the computer has set idling all night.

I think that it's probably not a problem with the software, but instead has more to do with the amount of RAM on the computer and the number and kinds of other software running concurrently on the computer, whether it is regular software running at the time, like Word or Excel or particularly Outlook (which is boggy), or software that is running in the background, like Carbonite doing a backup or Norton doing a scheduled search. I am running an engineer's workstation with a heavy-duty processor, but it only has 4 gigs of RAM and can run kind of slow sometimes.

I have found that it helps to wake it (softphone) up, as it were, first thing in the morning, or from time to time during the day, by calling my softphone number from my cell phone. In doing that, I don't have to actually answer the call, but only make it ring a few times to wake it up. Then after that, an incoming call pops right up immediately. I also have softphone set up so that it rings for an extended time before it goes to voice mail.
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John

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Here is a test on mine:

I called my main RC number from my cell phone. When auto-receptionist came on, I pressed 0 for the operator. A few seconds later, softphone started ringing on my computer. From the time that softphone started ringing on my computer, it took about 3 seconds for the softphone popup window to appear, but that was only the outer borders of it with a hollow center, and then another 3 seconds for the interior of the popup window to appear containing the red "To Voicemail" and green "Answer" buttons.

After that, I called a second time, and on this second call the softphone popup window appeared immediately.

I've tested this in the past, too, and sometimes that first call can take much longer than 6 seconds or so for the softphone popup window to appear and be totally populated.
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Kim, Alum

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John - This is a common question.  The time it takes to route a call is dependent on the local Network Configuration and ISP (speed, bandwidth, etc.).  I recommend starting there for troubleshooting this.  
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Phillip DeMuth

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John -- Yep, that's me.  Thank you for your very useful suggestions.  Best, Phil 
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Kim, Alum

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Phillip -
  • What Operating System do you have? 
  • What version of the RC Desktop App do you have? [check for an update]
  • Please clear the App Data folder and test. 
Then let me know.  :-) 

Kim 
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John

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A reading of my and Phillip's posts above reveals that we're not talking about the time it takes to route a call. Calls come in to softphone immediately, and softphone rings immediately.

What we are talking about is the amount of time it takes for the popup answer window to appear on the screen and populate when the call comes in.

As Phillip and I both wrote above, if softphone hasn't been used in a long while, like several hours, then when a call comes in, softphone rings immediately, but the popup answer window is slow to appear and to populate. But then after that first call or two, and softphone has been used just recently, as in the last few hours or so, the slowness disappears, and the popup answer window appears instantly when calls come in.

To keep the problem from occurring, during the business day I make a call from my cellphone to softphone every few hours or so.

I am running the lastest version of softphone on a Windows 7 Pro 64 bit engineer's workstation.

As I wrote above, I think it may have something to do with whatever other software is being used at the time. It may also have something to do with the video driver being used on the computer.
(Edited)
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Kim, Alum

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John - I understand.  Please see steps provided above to Phillip.  
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Phillip DeMuth

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Don't understand. My internet connection is lightning fast with tons of bandwidth. Every other program responds instantaneously. The only program that doesn't is the RingCentral Windows softphone, which seems to be on another planet. Although, exactly as John said, once coaxed back into life it, too, responds instantly...until it doesn't.  Something seems to allow it to go to sleep after a period when it is not actively being used, even when it is being kept onscreen the whole time.  Thanks.
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John

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This is exactly what is happening.
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John

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By the way, the way I know that it the calls come to softphone immediately and ring softphone immediately, and that the delay is not due to a delay in routing, is that I am making the test calls myself from my own cell phone to my own softphone.

I test using my cell phone with its regular carrier service and call my RC direct line, when the auto-receptionist comes on I press zero for the operator, and the call quickly comes to my direct line and softphone rings. If that is the first call to softphone in a long while, it takes the popup answer window several seconds to appear and to populate. If it is not the first call in a long while, then the popup answer window appears very quickly.

Same thing if I test using the RC app on my cell phone to make the call.
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Kim, Alum

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Please clear the App Data folder and test.  Let me know. 
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Phillip DeMuth

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It terrifies me to have to "deauthorize my computer"  Is this really the only way to clear the app data?  I will really be able to just click on Ringcentral for Windows and it will just pop up and work after that?  I don't have time to spend half a day with no phone dealing with customer support to try and get even the impaired service I now have up and running.Thanks.
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Kim, Alum

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Phillip - "deauthorizing" the PC is equivalent of rebooting your cell phone or restarting your PC.  When you log back in, it will re-register automatically. 
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Phillip DeMuth

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Thank you. But doesn't this happen automatically every time I install an update? 
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Kim, Alum

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The Desktop App does not Deauthorize when you install and update, it needs to be done manually.
(Edited)
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John

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The thread you referenced here App Data regards problems with the app crashing or going blank.

These are not the problems Phillip and I are having. We are not have problems with the app crashing or going blank.
(Edited)
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Phillip DeMuth

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John --

Thanks for this tip and detailed instructions on how to implement it. So far I am pleased with the results from your first tip -- just calling myself first thing every morning to wake up the softphone. Why didn't I think of that? You have been incredibly helpful.  Many thanks -- Phil
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John

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You're very welcome, sir.
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Mike, Official Rep

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Phillip,   I'm curious.  What operating system are you running?  Just wondering if you are on Windows 10 and this something we just haven't encountered yet.  I don't have an exact ETA, but the application is currently not supported for Win10 but likely will be within a few weeks. 

Mike
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Phillip DeMuth

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Hi Mike -- I'm using Windows 7. Thanks for taking an interest in this issue.
Best, Phil
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Mike, Official Rep

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This really sounds like a bug.  Feel free to open a case if you'd like. 

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John

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Phil, which are you running, a desktop computer or a laptop?

I'm running a Windows 7 Pro 64 bit laptop. This last year or so, unless I'm imagining it, my system has slowed some all the way around so far as goes the initial launch of anything. Anything I do, all the way for example from waiting for the list of Control Panels to populate under Start > Control Panels, to launching Firefox or Internet Explorer to opening WiFi configuration, all are several seconds slow, ten to 20 seconds or even longer, to launch on initial launch, but then thereafter launch immediately. It could be that it's always been that way, and I'm just this past year really noticing it.

I'm probably as sure as anyone can be that I don't have malware or other problems, because I'm religious about running Norton and anti-malware software.

Some months back, I had some instability problems with various options in the Power Options control panel. For example, for a while there, I had trouble with the computer going into sleep mode during the night, even though I had power plugged in and had selected a Power Option that never lets the computer go to sleep. And then sometimes when I would try to wake the computer from sleep, it would be totally unresponsive.

This afternoon I've selected a Power Option called "High performance." I'm going to try that for a day or two and see if that makes a difference with the RC softphone and other applications. Will let you know if that helps.
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John

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Phil, here's another tip for you: In order to "wake up" softphone from its nap by making a call to it, you don't have to make that call from an outside line or another phone such as your cell phone. You can instead just make that call from your own softphone, itself.

You can actually use your own softphone logged in on your own main number to call to your own softphone at your own main number, then press "0" for the operator, or press whatever other extension number that would make your own softphone ring, and that will make your own softphone ring and and wake up and bring up the standalone window, just as if you were calling from an outside line.

Or at least that is working for me as I test it. So far as I know, it should work for you, too.
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Phillip DeMuth

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Thanks -- even easier!
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John

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Phil, immediately after I changed the power plan on my laptop to high performance in the afternoon three days ago, I could see a big improvement in response time in launching applications and performance overall (and that with no apparent increase in heat or fan activity). But I wanted to see how it would do first thing earlier mornings after sitting idle all night. So now in the two or three mornings and days later since I made that change, I've not had a single problem. So, that has fixed it for me.

Consideration always has to be given to how well one knows his own computer. Especially for someone who is computer literate, a computer he uses all day, every single day, day in and day out for five years, gets to be like his spouse or his old vehicle. He can usually tell what is going on with it with just the slightest moans, groans and hiccups.

I'm positive that this laptop has no virus or malware. I'm religious about keep antivirus and malware definitions up to date and running Norton and malware protection software.

For the past year or so, seems like every system software update has required a resetting of or fiddling with the power plan. And sometimes the power plan selected, whether customized or not, wouldn't act exactly like it was set to act. So, I may have something going on with that.

This may or may not work for you, as you may or may not have the same situation or fix as I did.
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Phillip DeMuth

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Hi John,
Thanks for the tip. Obviously something is letter the program go into "sleep" mode from which the initial call has to awaken it. You have found the culprit with your laptop.  I am using a desktop.  However, for reasons unknown, for the past 10 days or so the problem as disappeared. When I call in the morning to "wake up" the program it pops up instantly,as it should. I wish I knew why, what is new and different, but I don't. Best, Phil
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John

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Good deal. Maybe it'll stay that way for you.