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


Since migrating 10% of our workstations to the updated RingCentral Phone 11.0 msi  (Desktop for Windows) app --- we are now experiencing the Polycom VVX500 deskphone ring anytime someone we monitored via the APP ---- even though in the settings we had them set NOT TO RING me anytime they receive make a call. 


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Some of our users are also getting this error when updating to 11.0.1, via the MSI package. Have tried reinstalling the 10.3.5 MSI, but some still cant open it. We are still migrating to RingCentral, so not a show stopper yet.

I would like to add my voice to this as well. I contacted technical support and they were able to provide a dll file that appears to have fixed the issue. How does something as major as this get publicly released? My understanding is it's happening with both Windows and Macs so it seems some major step in TESTING was completely missed by RingCentral! We're completing our migration to RingCentral in the coming week and this really makes me question our decision to move to RingCentral. The release of an actual functioning SoftPhone can't come soon enough. 

Hi, I tried to un-installed and re-installed the application but it does not work. I cannot received on my PC phone calls or make phone calls. Can you please help? and let me know when the issue will be fixed? Thanks, Aurelie.

This reply was created from a merged topic originally titled Just downloaded the newest version of softphone, now it won't open. So I was prompted to update to the newest version of the Ring Central softphone application for my desktop (workstation) and believing it would be better I did so. Now I'm getting Error Code 0xc0000018 "The application was unable to start correctly" and am given only the option to click ok to close the dialog box. This after an hour and half of installing, uninstalling, and troubleshooting the application directly from the Ring Central Support page. Any one else have this problem and if so how did you resolve it?

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

A few troubleshooting things  you might look at -

1. Making sure all recipients are on the same rev and Build of Windows 10 

You can also press the Windows logo  key + R, type winver in the Open box, and then select OK to find out which version of Windows your device is running.

2. Checking the event logs on the crashing ones
3. Checking your Windows Services logs to see if there are anything in a "stuck" status - or look for any disabled dependencies 


We have deployed the new version 11.0 RingCentral Phone Windows Desktop MSI version now to about 10% of our 2287 users without issue.  

You can also press the Windows logo  key + R, type winver in the Open box, and then select OK to find out which version of Windows your device is running.


Join our unofficial RingCentral Admins User Group 
http://ringcentraladminusersgroup.org/index.html

Hi all, we are aware of this issue and investigating it. Right now, you will have to downgrade to the prior version. So, do open a case and include JIRA NOC-125474 and support will tag it appropriately and get you the prior version.

Some more info, I downloaded an older version of the RingCentral Phone app, version 10.3.5.34099 and it works fine, the issues appear to be tied to the latest version of the app