We have a few users who use headsets exclusively and would love to use the headset control function from the app, however when that is turned on, their headset controls work, but their Topaz signature pads do not initialize and clients cannot sign documents. Once they turn off the headset control button in the app and restart the computer it works. Weird interaction/interference between the RC software and the Topaz driver.
I've not heard of an issue like this. I might recommend that you reach out to Support directly and see if they can assist with troubleshooting.
Let the Community team know if we can assist further!
Alrighty! Got a response from Support
TLDR: it is a known issue with ring central app that it 'reserves' nearly all usb devices because it thinks they are HID devices, no true fix, workaround may or may not work (doesn't in our case), its on the list.
Here is the copy/paste of the email sent to me
The issue that you have reported in this ticket is related to a Feature Request that we currently have in our system. We have confirmed our developers that this is a technical limitation of the app. Unfortunately RingCentral app can detect almost any USB device as HID and the behavior is not correct: when the HID is detected, the RingCentral app "reserves" it so other apps cannot use it. They are going to try and file for an improvement but this is currently a limitation.
Workarounds:
- End the RingCentral app from the task manager.
How to end an app from the task manager? https://www.hellotech.com/guide/for/how-to-force-quit-on-windows-10-pc
- Reinstall the signature pad software and driver.
If any of the workarounds don't work, the final action to take is to completely disable Headset controls by going to Settings> Notifications and audio> Headset support.
At this point, we will be placing this case into a PKI Hold status. PKI stands for Product Known Issue. This means that we are having discussion on how we can implement this feature for future RingCentral app updates.
Hope this helps anyone that has odd behavior with USB devices after installing the RC app.
Cheers!
Huge help, @Sadie Christoferson! Thanks for sharing all of this!
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