Windows 10 and Ring Central Desktop App (BETA)

  • 1
  • 21
  • Question
  • Updated 3 years ago
  • Answered
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: : We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

Just upgraded to Windows 10 and am unable to get the ring central desktop app to start.  I have tried to uninstall/reinstall, run as admin, run compatibility mode for windows 7 & 8 but no luck.  If anyone has been able to get working please let me know your secret!  Thanks.
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb

Posted 4 years ago

  • 1
  • 21
Photo of Danno

Danno, Champion

  • 28,432 Points 20k badge 2x thumb
Did you fully uninstall RC4W and it's related files before the upgrade.  After a month of trying to fix the issues I had, once I did a clean sweep of the program, and re-install of 7.2.4 - things were normal or nearly normal again.
Photo of Paula S Pike

Paula S Pike

  • 92 Points 75 badge 2x thumb
Yay, yippee, I did what one of you suggested yesterday and my RingCentral seems to be working again with Windows 10. Thank you, thank you, thank you.

1. Install the App
2. Go to registry find all keys pointing to RingCentral
3. Reboot
4. Install fresh.

So far so good!  Thank you (whoever you are) for the suggestion.
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Appreciate the quick reply Danno!  I simply did an uninstall and then reinstalled.  I did not go through my file director or registry to verify everything removed.  Is that what you did?
Photo of Danno

Danno, Champion

  • 28,432 Points 20k badge 2x thumb
Yep.  I learned the hard way.  I actually kept notes so I could remember what to do when the next big version comes out, and shared below.

·         From the Control Panel, uninstall the program

·         Via Run Regedit, manually delete RC files in HHKEY/CURRENTUSER/SOFTWARE & HHKEY/LOCALMACHINE/SOFTWARE

·         Search PC, via Explorer, and manually delete RC files associated with this App.

·         Properly reboot PC

·         De-authorize softphone under your extension (via portal)

·         Install new App and treat as a new installation

Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Thank you. I'll give it a try!
Photo of Claudio (Customer)

Claudio (Customer)

  • 14,130 Points 10k badge 2x thumb
RC App 7.2.4 was running fine with Win 8.1. I made the upgrade to Win 10, and the app keeps running just okay.
In your case, what version of RC was running before the upgrade ?
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
I have deleted the program, scrubbed the registry and windows directory.  Reinstalled, again tried to run as admin, tried different compatability modes and nothing....  When I try to execute the program it's simply firing blanks...nothing happens.  No program, no crash, absolutely nothing.  Program is not running in the background.  I checked services and there is no ring central service listed...  Looks like my prior post is missing  so below is what I previously attempted to post from Ring Central:

"I understand that you are having issues with the RingCentral desktop app on your Windows 10 computer. The desktop app is not compatible yet with Windows 10. It is possible that this feature will be included in a future release. To help us prioritize the development of new features, you can submit a new feature request in our feature request community forum. Your input, including the submission of new feature requests as well as votes for existing requests, helps to drive development decisions."

Hopefully they are in fact making this a priority!!!!  I am not sure how many peeps out there have upgraded to Windows 10 but can not imagine this is an isolated incident.  I am sure we will see more and more raising same issue as more upgrade to Windows 10.....hopefully RR can resolve in future update....
Photo of Danno

Danno, Champion

  • 28,432 Points 20k badge 2x thumb
Thanks for the update.  I know one thing - I'm not upgrading to W10 this quarter.  It took me 2 months to get the RC4W to work on W8.1.  Remember us when tech support fixes yours and we'll keep out fingers crossed for you!.



Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Yeh, I upgraded late to 8/8.1 and glad I did.  Windows 10 has been very smooth....I usually wait until bugs worked out however this is first windows update in a very long time I actually look forwarded to!  When/if the issue gets resolved I will certainly provide an update.

Thanks again for all who tried to help!
Photo of Danno

Danno, Champion

  • 28,432 Points 20k badge 2x thumb
I tend to wait too.  So how is W10?  You like it?
Photo of Claudio (Customer)

Claudio (Customer)

  • 14,130 Points 10k badge 2x thumb
I have some screen capture here https://community.ringcentral.com/rin...
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
So far so good, I like it.  Probably smoothest update ever as far as functionality.  I run quite a few programs and have quite a bit of hardware...only issue to date is with the RR desktop app.  For now I will have to stick with the web program... Would have been nice if Microsoft got it right the first time and we didn't have to deal with the messy Windows 8 interface...Windows 10 very much cleans things up....
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
The response came on Thursday 7/30 at 4:46pm from:

Jefferson Dela Cruz

Global Customer Care

RingCentral, Inc.

http://success.ringcentral.com


You can reference Case #03806770

Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
Thanks.  I'll see what I can find out and update this thread.

At this time, you may want to hold off on the Win10 update if you can.

 Thanks everyone!
(Edited)
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Appreciate it Mike.

Thanks,

Steve Doan
Photo of Claudio (Customer)

Claudio (Customer)

  • 14,130 Points 10k badge 2x thumb
This reply was created from a merged topic originally titled Call Flip does not work.

Any experience having issues to make a Call Flip?
I'm using the Softphone (last version) with Windows 10, I'm calling to other extension, then I press Flip to move the call to my desktop phone but the system asked me to enter the PIN.
Photo of Kim

Kim, Alum

  • 43,914 Points 20k badge 2x thumb
Official Response
RC 411 News Update No 1479
The RingCentral for Window's App is currently in BETA with Windows 10. 

If in "BETA", no major problems are known but it has not yet been fully vetted and we do not recommend installing, but you would like to, you can, but you may experience issues and we would like to hear about them so they can be fixed. Current issue that we are aware of at this time is the icon is not correct, screenshot below. If you experience this issue, no need to report it.

If you are using Window's 10 and have any issues, please go into your Desktop App Settings and Submit Feedback on what issues you are having.  Please be as detailed as possible as this will help the programmers. 


(Edited)
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Where can I find the beta version?
Photo of Mike

Mike, Official Rep

  • 94,128 Points 50k badge 2x thumb
There isn't a separate beta version per se.  The current version of RC Desktop in conjunction with Win10 is beta. Microsoft has only started pushing it out a few days ago so there's still testing that needs to be done. If you install RC Desktop on a Win 10 machine, and experience problems, you are welcome to leave details here on this thread. 
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
I see, thanks Mike.  As the current version wont do anything on my Windows 10 machine I will wait for an update.  Thanks.
Photo of Isobel

Isobel

  • 236 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Windows 10 & Softphone.

I've used the legacy softphone on windows 9 with no problems. Last week,I upgraded to windows 10, now there's something wrong with the sound in the softphone. I can hear callers, but they cannot hear me.

I've tried doing a fresh reinstall (removing all traces of RC from the registry) then adjusting the sound setting to - when windows detects communication activity to "do nothing"

This is really frustrating and I don't want to roll back to windows 9

Thanks in advance
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
Did you already try checking the settings as shown here?  What sort of headset are you using.  I've seen cases where USB headsets need to be unplugged and plugged back in to be properly recognized, and also reboot the PC. 


Photo of Isobel

Isobel

  • 236 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Windows 10 & Softphone - pls do not merge!.
Photo of Isobel

Isobel

  • 236 Points 100 badge 2x thumb
Yes, I have adjusted to the settings above.
I'm not using a headset - still doesn't work
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
Isobel, What sort of microphone are you using? 
Photo of Isobel

Isobel

  • 236 Points 100 badge 2x thumb
The built in computer microphone - it worked when I used ringcentral with Windows 8.1. Also tested it with windows sound record. The problem isn't my microphone.
(Edited)
Photo of Kim

Kim, Alum

  • 43,914 Points 20k badge 2x thumb
Isobel, please open a case with Support for further troubleshooting. 
Photo of Claudio (Customer)

Claudio (Customer)

  • 14,130 Points 10k badge 2x thumb
I'm wondering if big companies like RingCentral, can get "developer access" for previous releases (Beta) of Operating Systems like Windows, and make the appropriate adjustments on time?.
Windows 10 is officially on the streets, hope that RingCentral can make the update and fixes anytime soon.
Photo of Isobel

Isobel

  • 236 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Update for Windows 10?.

Has there been any word on an update for RC desktop that's compatible with Widows 10?

I've contacted technical support and they weren't able to help with my sound problem, they stated it's because RC isn't compatible with Win 10 and suggested I roll back the previous edition!
When I stated that I wasn't willing to do so, they suggested that I call Microsoft for assistance.

I guess the only feasible resolution to the problem is to wait until there's an RC update.
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
This is causing big problems in my office and we are looking to possibly switching carriers. RC development team should have been working on win 10 months ago, not when finally released to the public.
Photo of Isobel

Isobel

  • 236 Points 100 badge 2x thumb
I absolutely agree Doan. Are they even working on an upgrade?! It's very frustrating.
Photo of Brian H.

Brian H.

  • 556 Points 500 badge 2x thumb
Completely agree.
Photo of Dade

Dade

  • 92 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled RingCentral will not hang up.

I'm a RingCentral softphone user with RingCentral for Windows.  Whenever I'm talking for more than a few minutes I can not hang up from the call. I need to go into Task Manager and kill the application and then relogin to bring it back.  I have reinstalled the application several times and even tried upgrading to Windows 10, the problem still exists.  Does anyone know how to fix the problem?
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
RingCentral Desktop is still in beta for Win 10.  Do you have any machines with Win 7 or 8, that this is occurring on? 

Mike
Photo of Dade

Dade

  • 92 Points 75 badge 2x thumb
Yes, I had the same problem with windows 8.1. 
Photo of Eliyahu Leiba

Eliyahu Leiba

  • 92 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled Cannot make calls with softphone on Windows 10.

We have a Canadian account, and are using the softphone version 7.3.1.16173

No matter what number I call, local or overseas, after dialing it says in progress, then I get the following error:

Call status: cannot reach
Caller status: generic error
Callee status: success

Then the call terminates.

I just switched to windows 10 and am wondering whether this problem is the result of a compatability issue. I was previously on windows 7 and the softphone worked fine.

So two questions:

1. Anyone have any guidance on what the error means or possible causes?
2. I am told there is a windows 10 softphone beta available for download. Does anyone know where I can download it?
Photo of Boomer Creed

Boomer Creed

  • 82 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled Desktop App Keeps Crashing.

Updated my Windows Desktop App to 7.3.1.16173 (running Windows 10) and it keeps crashing upon opening the app.  I have tried UnInstalling and Re-Installing which seems to fix the issue, until I shut down my computer and start up again.  The crash report is as follows:

Problem: m_externalAppLauncher != 0



Details: Exception

>>>

m_externalAppLauncher != 0

<<<

ESS::Assertion in thread main (12276) @ x:\workspace\prev_bld_all_git\src\modanoapp\ModanoApplication.h:657 in class ModanoApp::ExternalAppLaunch::CmdLauncher &__thiscall ModanoApp::ModanoApplication::GetExternalAppLauncher(void)

* Stack trace *

ESS::BaseException::GetStack

ESS::BaseException::BaseException

ModanoApp::ModanoApplication::GetExternalAppLauncher

ModanoApp::QmlIntfObject::getExternalAppCMD

ModanoApp::QmlIntfObject::qt_static_metacall

ModanoApp::QmlIntfObject::qt_metacall

QMetaObject::metacall

QV4::Script::run

QV4::QObjectWrapper::setProperty

RtlAllocateHeap

RtlAllocateHeap

malloc

QV4::Script::run

QV4::QObjectWrapper::getProperty

QQmlPropertyCache::method

QV4::QObjectMethod::callInternal

QV4::QObjectMethod::call

QV4::Runtime::callProperty

QV4::QmlExtensions::markObjects

QV4::QmlExtensions::markObjects
Photo of TJ TJ

TJ TJ

  • 80 Points 75 badge 2x thumb
I was having the same problem. Finally, I ran the Win10 compatibility troubleshooter after a suggestion from someone, it helped. The troubleshooter asked a series of questions, made adjustments, then had me "test the program." The first try didn't work, so it asked me what the last version Windows was where RC did work. So I selected Wndows 7, it made another adjustment, and had me test again. Voila!  It finally opened completely without crashing.  I'll report back if it doesn't stick or if some new issue pops up.
Hope this helps! 
Keeping my fingers crossed!

Photo of Kim

Kim, Alum

  • 43,914 Points 20k badge 2x thumb
Thank you TJ for the tip!! :-) 
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Hello RC Staff, Windows 10 has been around in beta for developers since 9/14.  We are now 9/15.....I was last told that RC may become compatible with Win 10 at some future date, especially if I posted in the forums....I have received lots of support and lots of people agreeing with me....do we have an eta?  Can only continue to use the iphone app for some much longer before forced to pull the plug...
Photo of Claudio (Customer)

Claudio (Customer)

  • 14,130 Points 10k badge 2x thumb
Doan, for now you can run the app in Compatibility mode...
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
I tried that, but unfortunately that is not a solution (see above).
Photo of Claudio (Customer)

Claudio (Customer)

  • 14,130 Points 10k badge 2x thumb
I have Win10 and RC app, without compatibility and runs fine. I know, RC should have resolved this problem before Ago 1 but there are some things can be done.
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Thanks for sharing Claudio.  Yes, it is hit miss.  Bottom line, RC openly admits RC is not compatible with Win 10.  Plenty of peeps having the same issue with a small minority with no issues or minor bugs.... 
Photo of Bear

Bear

  • 354 Points 250 badge 2x thumb
This reply was created from a merged topic originally titled mark as read does not work in the new ringcentral for windows..

Why display a feature and not have it working on the new Ringcentral for Windows.  There is no way for me to mark a fax as read.  I am using windows 10 and with the amount of faxes coming in I cannot mark faxes as read and if I delete them so as to keep track of the unread faxes, the deleted faxes are not saved and go to computer neverland never to be retrieved again.  Wow, someone certainly did not do their homework when introducing this new (but worse than the old) program.
Photo of Bear

Bear

  • 354 Points 250 badge 2x thumb
This reply was created from a merged topic originally titled if I leave my ring central for windows phone icon open, I have to right click and....

if I leave the ringcentral for windows open, I have to refresh to receive updated faxes.  Hey, this should be automatic not another function that I have to perform in order to receive the latest faxes, etc.   Please fix this one too.
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Hello Mike, you stated a few weeks ago that Ringcentral reopened my ticket.  Since then I have received NO contact and still am unable to run the app.  Please help.  Steve Doan
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
I'll follow up right now and get back to you as quick as we can. 
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Appreciate it sir.
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
 Your welcome. Is it still the same issue?  The application won't launch on your machine? 
Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Yes.  I have tried just about everything!
Photo of Bear

Bear

  • 354 Points 250 badge 2x thumb
So what is the solution? I need to have deleted faxes show somewhere. Is this being addressed?
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
off topic

Please reference the new conversation here: I need to have deleted faxes show somewhere.
Photo of Charlton

Charlton, Alum

  • 1,230 Points 1k badge 2x thumb
Official Response
Hello all,

There are some small fixes we did on windows 10 in every release.  We havent received major issue from the OS. If you are running Win 10 and experiencing issues which you feel are related to the OS, please go to feedbacks in RingCentral for Desktop settings and submit what you have experienced with details.  We will be sure to look into them.

thank you.
Photo of Daniel Philip Howe

Daniel Philip Howe

  • 100 Points 100 badge 2x thumb
Downloading from the site I get the installer as follows: RingCentralForWindows-7.3.2.msi
Upon opening I get a crash report, which I have sent, and after submitting it closes and tries to re-open.  The problem appears to have been a direct result of upgrading to windows 10, as it had been working great on 8
Photo of Daniel Philip Howe

Daniel Philip Howe

  • 100 Points 100 badge 2x thumb
Now it doesn't work at all.
Photo of Mike

Mike, Official Rep

  • 93,468 Points 50k badge 2x thumb
Go ahead and open a case and reply back here with the case number. Open a Case
Photo of Daniel Philip Howe

Daniel Philip Howe

  • 100 Points 100 badge 2x thumb
04007109 
Photo of Mike

Mike, Official Rep

  • 93,468 Points 50k badge 2x thumb
Thanks
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
Official Response
To access the Feedback feature referenced by Charlton Click the Gear Wheel, then Feedback, and fill in the fields on the right side of the window and click Send

Photo of Doan

Doan

  • 720 Points 500 badge 2x thumb
Would be a nice feature to use if the app would even load in windows 10!!!!
Photo of Mike

Mike, Official Rep

  • 94,148 Points 50k badge 2x thumb
Fill out the Feedback form as Charlton suggested.  There might be something specific to your machine. 

This conversation is no longer open for comments or replies.