Desktop App: getting a "limit reached" error

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In the desktop application getting a "limit reached" error.  Using on a macbook pro with Yosemite OS.
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Bob Wenzlau

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Posted 3 years ago

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Kim, Alum

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"Limit reached" error is usually related to the Desktop App being registered to a different PC. Here are the troubleshooting steps to start with for any desktop app error:
  • Log out of the Desktop App and close. (Close it from running in the background as well).
  • Deauthorize the PC online in the website interface under Settings > Phones & Numbers
  • Log back in.
  • Also - Make sure Desktop App version is updated. 

User Portal 


Admin Portal 
(Edited)
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jorie

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This reply was created from a merged topic originally titled limit reached.

My boss received this error when attempting to login to his account on his laptop. He only has a laptop and a phone. Why would he receive this message? Additional information which may be helpful. He is the superuser on the account. I did login as the superuser from a different computer in order to update the company directory. I have done this before without any trouble. 
(Edited)
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Kim, Alum

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Let us know if deauthorizing the PC works. 

Deauthorizing the PC is equivalent of rebooting your computer or cell phone.  It's basically a "reset" button for the softphone.  

This is a very good place to start when troubleshooting ANY softphone issue [deauthorize, logout, login].  :-)  When the users logs back in, the system will register their PC automatically.
(Edited)
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Liz Soliven

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De-authorizing the PC worked! Thanks for this! 
(Edited)
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JIM Reynolds

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I have the same message. Is the issue here the number of devices where the softphone is installed, or the number where it is logged in?

I have a PC desktop at my office, a PC desktop at home, a Mabook Pro laptop, and an iPhone. I'd like the softphone installed on each of them although fine to be logged in to only 1 at a time.  
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Mike, Official Rep

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You can install the desktop app on as many computers as you wish. But, for a single users login, it can only be associated with one computer at a time.  So if want to log in as the same user on multiple computers you'll need to deauthorize as Kim explained above so that you can have all features including the ability to make outbound calls.  
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John DiNapoli

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Something about this makes no sense. I may have logged in at my home computer, but why does it make sense that I could log in to my home PC, while I am at the airport, and press "Deauthorize this computer"? You do realize that I simply want the "other" computer do be logged out of RingCentral?? I happen to have VPN and RDP, so I can accomplish this, but why the gymnastics? Log in there, then log in here, get a message here telling that "you will be logged out at your other location". Not that hard RC.
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John DiNapoli

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Oh, and is this an actual limit on the "maximum allowed softphone installations"? From some of the responses here, there is and should be no limit (what does RC care anyway?). Install it *everywhere*, use it *everywhere*! This does not feel very thought-through.
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Mike, Official Rep

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Hi John,  You can indeed install the software on as many PCs as you wish. But, as far as deauthorizing before you log into a different machine, you may want to visit, and vote/comment on this feature request: 
Desktop App: Deauthorize Softphone on Exit (logout)
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Jan Ferguson, Champion

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In addition to what Mike stated above, you can download the iPhone mobile app, which you can use without worrying about the "limit reached" error. With the mobile app you can just about do everything you can do with the desktop app with very few exceptions (i.e., HUD, and the ability to add a custom fax cover page are two off the top of my head).
https://www.ringcentral.com/office/features/rcmobile/app_iphone.html
 
Additionally, if you use Google and the Chrome browser you can download and install the RingCentral Chrome extension, which again has a few exceptions from the desktop app but is a close second. 
https://www.ringcentral.com/blog/2015/02/ringcentral-google-basics/
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Andre Garris

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I am having this issue on every computer I re-install the 8.0.6 version on. We are having a problem with the latest version of your app so we use 8.0.6 then copy a config file to the program's folder to keep it from updating. Once they log in, it advised Limit Reached. I have logged into the Admin Portal and removed a ton of workstations no longer in use but I am still receiving this error message when users log in. Please help.
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Pete

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We just had this annoying message on a desktop where the user changed, but the desktop didn't. After trying various things, we had to remove the softphone from the admin interface and have the new user log in.  Pretty irritating, as it was our front desk and we were missing calls via the softphone interface during this period.  Seems like a bug, since the very same soft phone was used between the old user and new.

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Andre Garris

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Does re-installing the app on a machine remove the softphone under our account? I have spoken with two different Ring Central techs. One told me to de-authorize machines then have the user log out and back in but that did not work. The other tech took a look at one of the example extensions already set in RingCentral who is unable to reply to incoming texts or calls through the app and he advised it was because there was no direct line or phone associated w/ the extension THOUGH the user, and all others experiencing this problem currently, have not had any problems until recently. If I wasn't already bald I'd rip my hair out...I need some help on this pronto!
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Andre Garris

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...

The first technician had me do that it did not resolve the issue. I de-authorized a handful of machines not even being used anymore, had multiple users receiving this error log out and back in.

The second tech said that it was not that but the fact that the example user I had him look at did not have a direct line set up, though when I look at her co-worker's extension/account it looks the same and she is having no problems at all.

I have received two different answers that have yet to help. I need to speak with a manager or someone specifically and soon. This is costing us money and progress and we are paying for this service. The person supposedly assigned to us (Jesus Pena) has yet to return my phone calls, voice mails or emails. This is highly unprofessional at a time where we are in our most need of your help. I do not want to speak with another technician, I want to speak with a manager or higher tech that can look at our Ring Central and tell us what is wrong. This is happening in more and more stores every day and I still do not have a fix.   
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Andre Garris

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CASE # 05913473
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Saadet - Community Support, Official Rep

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Andre, I created a case for you already (05913454) and have escalated it. You should be hearing from a team member as soon as they are available.
(Edited)
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Andre Garris

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Where does it say my name is Andrea?
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Saadet - Community Support, Official Rep

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Apologies, it was a simple typo
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Eva Tutic

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This reply was created from a merged topic originally titled Continued 'contact' error messages at login.

Error message at login (iPad, desktop, and iPhone).  When I log into RingCentral via iPhone, iPad or desktop, I receive the following error message.  Does anyone have any ideas as to why this is happening?