Skip to main content
To homepage To homepage
Question

Desktop App: Messages & HUD are not refreshing

A

I am having issues with software not refreshing. 

  • Message notificationstake ages to arrive if at all 
  • HUD claims that either other phones are available,but they are not or they are active and they are not.  
I do not believe its a firewall issue or anissue with my router. I have turned SIP ALG off on my router which made nodifference. We have 6 seats on Windows 10 and 7 and both behave the same. I havecalled the help desk to be only advises to uninstall and reinstall.   

14 replies

K
Employee
  • kim
  • Employee
  • 36 replies
  • September 14, 2016
The new versions of the softphone use a new set of IP subnets to signal presence for the HUD. In order for the HUD to work correctly you need to make sure that your router or firewall will allow traffic both inbound and outbound from the below noted IP addresses over the ports listed on our network requirements page.

This list of ranges is specifically for the Desktop App:
    Check for Network Requirement updates here: Network requirements

54.249.82.128/26 
54.236.3.128/26 
54.241.191.192/26 
54.246.196.128/26 
54.207.127.192/27 
37.58.79.160/27 
198.11.216.98/27 
5.153.35.160/27 
50.22.5.112/28 
54.175.63.64/26 
54.93.127.192/26 
54.209.255.64/26 
54.241.191.64/26 
54.219.189.192/26 
52.4.63.128/26 
54.233.127.192/27 
54.219.189.64/26 
54.175.191.192/26 
54.250.252.0/26 
54.171.191.192/26 
54.93.254.192/26

Other things to try: 
  1. (MAC) Clear Softphone library data to isolate any software issues with message threads loading properly.
  2. (MAC/PC) Ensure that proper ports are setup on local network; For example, ports 8000-8200 are utilized for softphone functionality.
  3. (MAC) Make sure that OS Xs integrated firewall is not blocking RingCentral for Mac, and allowing full access (System preferences/Security/Firewall). 
Note: Windows 10 is still in beta at this time. 

I hope this helps.
B
  • barry-elk
  • New Participant
  • 4 replies
  • September 14, 2016
This reply was created from a merged topic originally titled Desktop App for Mac - slow to display messages. OS X - 10.11.1
RingCentral for Mac
Release: 7.4.1.17562 (64-bit)

Mac users are experiencing two types of delays related to RC Desktop for Mac.

First - severe lag between desktop and mobile message delivery.  Quite often can read message on mobile RC app before desktop app will even display notification of new message.

Second - lag or sometime no display of message thread.  Clicking on a message thread (whether there is a new message or not) will display a blank screen with no message history.  Closing that thread and re-opening will usually restore.

Third - hitting SEND from from desktop app will often show a 5-10second delay with the green progress bar and the word SENDING at the top.

Is this a client or server-side problem?
M
I also am having issues with the desktop app not refreshing.  Today is February 13, 2018 and the last message showing was February 9, 2018.  I had to go to my mobile app to even retrieve my faxes.  The app does refresh if I remove the program and reinstall but what a hassle.

A
  • adam-robinson
  • Author
  • New Participant
  • 1 reply
  • February 14, 2018

You will find that it still will not refresh even after a reload, waste of time. It will also certainly be your router not compatible with RingCentral, I know mad for the number 1 software. I had a Draytec router which is not that uncommon to finally be told it will not work finally after many painful calls to Manila. I change ISP to Virgin, used their hub and it works 100%

Very poor, wish I would have signed up to a different VOIP provider now.  

B
  • bob-robinson
  • Participating Frequently
  • 31 replies
  • February 19, 2018
We intermittently get this problem.  Our network settings are up-to-date but we still have users that receive an e-mail notification that they got a text, only the desktop app shows nothing.  They have to scroll to the bottom of the list of text messages to click the three dots (show more) and then the new text will appear, but the same happens again for future texts.  Similar issue for faxes.

I'm sure I'll be told to go to the idea center for a product suggestion, but could they at least move the refresh option (show more) to the top of the RingCentral Desktop app window?
S
  • saadet.swift
  • Known Participant
  • 554 replies
  • February 20, 2018
Hello Everyone, 

If you are having these issue, please open a case so we can get the debug logs from the softphone and investigate what's going on.
  

M
  • merillat
  • New Participant
  • 3 replies
  • March 29, 2018
Same issue.  Started a month or so ago. Intermittent.  Sent the Debug files along with screen shots etc.  Get the standard reply to verify router settings, etc.  Have looked at the debug files and clearly see that the api calls to pubnub are coming through so it's not a router issue (Cisco ASA 5512). Works perfectly for x amount of time, then fails.  Guessing server side issue.
R
  • ryan-wessel
  • New Participant
  • 1 reply
  • April 9, 2018
Mac Client Ver. 9.4.3 I have the same issue -- call history fails to update and texts will come 10 seconds after I get them on my mobile device.  This happens at both my office and home.  My computer is in the DMZ on my router and the Mac firewall is shut off.  So I know it's not a firewall issue.  What do you expect.. we just got picture text messages ... I feel like Ring Central tech side is old and antiquated.... like a bank for 486's with power stackers ...lol
C
  • cj-patracone
  • Participating Frequently
  • 6 replies
  • May 18, 2018
I have the issue where it is always a day behind, will they be improving this app anytime soon? I really just use it like a old phone that has no features. I have run into all sorts of issues since the implementation of ring central.
C
  • cglassy
  • Participating Frequently
  • 61 replies
  • May 18, 2018

USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets


2018-05-18 You can download the updated version of the RingCentral for Windows HUD (now renamed RingCentralPhone) here and it did resolve the same issue for us.....


https://support.ringcentral.com/download.html

C
  • cj-patracone
  • Participating Frequently
  • 6 replies
  • May 18, 2018
I was specifically told by my IT not to download the new update as it is breaking many things here at our office, has this been released in the last few days?
C
  • cglassy
  • Participating Frequently
  • 61 replies
  • May 18, 2018
No I think it came out last month around April 15 or so...     We have been using the new version without problems and we have 2287 users  - as I said, it did resolve the message indicator back to current real time display instead of lagging.      If you choose not to update to the current version, the workaround is unfortunately to Log out of the app and re-login   this clears its message cache and displays the correct info.  Not a great solution, but what will work if you do not do the version update.    Check your version# using the Gear Icon and then , are you still on  version 9.43?
C
  • cj-patracone
  • Participating Frequently
  • 6 replies
  • May 18, 2018
That explains the day behind since i login every morning, I am currently on 10.0.0
C
  • cglassy
  • Participating Frequently
  • 61 replies
  • May 18, 2018
It may have something to do with it, but it could be other things on your network as well. I would  suggest that you open a RingCentral support case and ask them to review your configuration to rule out other possibilities.    Also


Saadet posted this earlier in this same thread above a few months ago ----

 Saadet - Community Support, Official Rep

  • 28,820 Points 20k badge 2x thumb

Official Response

Hello Everyone, 

If you are having these issue, please open a case so we can get the debug logs from the softphone and investigate what's going on.
  

Like  Comment

Reply


Most helpful members this week

Terms & ConditionsCookie settings

Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings
PRODUCTS
RingEX
Message
Video
Phone
OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility
QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Privacy Notice