Desktop App: crash or blank screen

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ringcentral35 asked Jun 1, '15 mike commented Oct 26, '16

Desktop App: crash or blank screen

A couple of our computers start showing a Crash Report today.

Version 7.1.13446.541

softphone desktop app crash blank bug

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John Gallucci commented · Aug 28, 2015 at 04:36 PM

I had the exact same problem in windows 7, so I don't think it's a Windows 10 issue. I'm sure if someone read the logs I posted there's a possibility of a solution?

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John Gallucci commented · Aug 31, 2015 at 02:27 AM

I ran it in compatibility mode for Windows 7; seems to work now for some reason.

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mike commented · Jun 16, 2015 at 07:15 PM

Jake, the first thing I would suggest is upgrading to the most recent version of software. 7.2 is being pushed out now so you are several versions behind. Is there by any chance a reason you have not upgraded at this point?

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mike commented · Jun 16, 2015 at 07:17 PM

Sal Arias-Mendoza, It looks like you are also using an pretty old version of software. My first recommendation is to remove the old version you are using and add the new RC Desktop application, unless you have purposely not upgraded for some reason.

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mike commented · Aug 18, 2015 at 04:29 PM

Amanda, did you by any chance previously have the RingCentrals old Legacy phone installed prior to this?

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Answer 1 · 2016-02-01T21:33:29Z

usa-35141 answered Feb 1, '16

does this mean we can actually go back to the legacy softphone? the one that actually worked and didn't need to be fixed?
i am still waiting for case #
this is the last msg i received from tech support.
Synchronization of online call logs to your softphone is not support yet by the current version.I submitted your a feature request and For future reference, our internal product tracking number for this feature request is RC-46504 . If you have any further questions concerning this matter please do not hesitate to contact us.

Company contacts are the internal Contacts from your RingCentral phone system while Personal contacts are external contacts you manually enter for your reference. Company contacts are Extensions contact details within the Ringcentral Phone system only. Personal contacts cannot be moved under the company contacts.

Sincerely,

RingCentral Tier 2 Support

i would like my legacy softphone back. my motto is, if ain't broke don't fix it, and an upgrade that doesn't work with the options people were given to begin with isn't an upgrade, it is a downgrade.!

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Answer 2 · 2016-02-12T00:03:58Z

tran-duong924 answered Feb 12, '16 tran-duong924 commented Nov 27, '17

Hey RingCentral developers,

When are you guys going to fix this problem. I open a case # 04310625 and they closed it saying that this thread will help. Well, this thread has NOT help.

I started a thread: https://community.ringcentral.com/ringcentral/topics/ringcentral-desktop-7-5-4 and they merged it into this thread.

Well, I guessed that the developers and the tech support team are pointing the fingers at each other to form a "RING" to say that the problem has been solved. Can you guys get your act together and solve the problem please. And stop sending nag window in the app to upgrade when upgrading has caused this much headache.

RINGCENTRAL, GET YOUR ACT TOGETHER.

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mike commented · Feb 12, 2016 at 12:25 AM

Sorry for the frustration. Can you tell us what version of Windows you are running and also, have you tried to to a complete clean re-install per the instructions in this thread?

Mike

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tran-duong924 commented · Feb 12, 2016 at 01:12 AM

I'm running win7 Home Premium 64-bit / 4GB RAM / Intel E6700 CPU. One of your tech people had already had my people uninstall / reinstall it 5 times today.

The app would start up ok, but then after the auto-login of the phone number and password, that is when it craps out.

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Answer 3 · 2016-02-12T13:15:52Z

hugh-hui1145 answered Feb 12, '16

This reply was created from a merged topic originally titled I am running win 10 and crash when I try to fax out.

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Answer 4 · 2016-02-18T19:47:31Z

febe-zabala answered Feb 18, '16

This reply was created from a merged topic originally titled Why my ring central desktop app is showing as ALL white? No option to click on th.... Why my ring central desktop app is showing as ALL white? No option to click on the incoming call. But I can see my app is blinking but no option to answer since I can't see any button to answer the call or even make any calls.

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Answer 5 · 2016-02-18T21:01:14Z

febe-zabala answered Feb 18, '16 kim commented Sep 14, '16

After deauthorized this computer, what's next? I can't even authorized back my computer. And I still have a blank screen. Nothing to show in my Ring Central App

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febe-zabala commented · Feb 18, 2016 at 10:38 PM

Thank you. Issue resolved.

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kim commented · Feb 18, 2016 at 09:38 PM

Once you log back into the softphone, it will automatically authorize that PC, so no action is required from you on that part.

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kim commented · Feb 18, 2016 at 10:57 PM

Glad to hear! Thank you Febe for the update!

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Answer 6 · 2016-02-19T13:16:00Z

febe-zabala answered Feb 19, '16

This reply was created from a merged topic originally titled After deauthorized this computer, what's next? I can't even authorized back my co.... After deauthorized this computer, what's next? I can't even authorized back my computer. And I still have a blank screen. Nothing to show in my Ring Central App

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Answer 7 · 2016-02-24T00:28:05Z

chris-werner answered Feb 24, '16 kim commented Sep 14, '16

I went through the steps of the "official response" posted above and the desktop app still shows up as a blank box. I'm running windows 7 Professional 64 bit. Any help is appreciated.

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kim commented · Feb 24, 2016 at 01:55 PM

I sent you an email with an update.

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Answer 8 · 2016-03-01T20:08:54Z

chris-taschner460 answered Mar 1, '16 kim commented Sep 14, '16

We had no luck with this user mentioned above - posted the crash report as you can see. Ran the suggested fixes as noted in my post.

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kim commented · Mar 01, 2016 at 09:24 PM

If that does not work, please open a web case.

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Answer 9 · 2016-10-26T18:23:06Z

shine3409 answered Oct 26, '16 mike commented Nov 27, '17

This reply was created from a merged topic originally titled Desktop app freezes up and prevents from answering an inbound call. My RC desktop app often freezes up and shows as "Not Responding" sometimes when an inbound call is ringing. When this happens, I have to answer the call on my mobile app. When I do this, the desktop app wakes up again. Even though my laptop is set to never sleep and never hibernate, this happens when I haven't been working on my computer for a few minutes. How can I fix this problem?

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mike commented · Oct 26, 2016 at 06:24 PM

This sounds like a memory issue perhaps. Try deleting the app data folder as shown above in this thread.

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