Ring Central Meetings: crashing

Question

question

dave-tacker asked Jun 16, '15 mike commented Oct 20, '15

Ring Central Meetings: crashing

When attempting to launch or join a RingCentral Meeting the application crashes once the video is initialized. Earlier last week, the application was working just fine and without any issues. Late last week and this week however, nothing but problems. I can join and host meetings with others using video, but once I initialize my own video the application crashes.

I've tried

unplugging the webcam (Logitech v-u0022) and plugging it back in.
sfc /scannow
Disabling Anti-Virus
All Windows Updates Done
Latest nVidia driver installed
Uninstalling and reinstalling the latest RingCentral Meetings application (are there older versions I can download and try?)
Also installing RingCentral Desktop application
Anti-Virus full scan
msconfig > disabled all unnecessary startup applications and services

Notes

Video works fine in the "settings" window.
Skype works without any problems.
Google+ Hangouts works without any problems.
The problem was noticed around last Wednesday.
All user accounts on this PC are affected by this problem

Windows Error Reporting

Fault bucket , type 0Event Name: APPCRASH
Response: Not available
Cab Id: 0
Problem signature:
P1: RingCentralMeetings.exe
P2: 2.5.2014.429
P3: 555a02aa
P4: zlt.dll
P5: 1.34335.2013.1205
P6: 555a0235
P7: c000001d
P8: 00085a79
P9: 
P10: 
Attached files:
C:\Users\dtacker\AppData\Local\Temp\WERB32B.tmp.WERInternalMetadata.xml
These files may be available here:
C:\Users\dtacker\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_RingCentralMeeti_baa82d86ba92e3c0ba8447e97e210c45816d5ce_0be2bf4c
Analysis symbol: 
Rechecking for solution: 0
Report Id: 0496f403-1466-11e5-b9ac-bcaec5920da7
Report Status: 65

Application Error

Faulting application name: RingCentralMeetings.exe, version: 2.5.2014.429, time stamp: 0x555a02aaFaulting module name: zlt.dll, version: 1.34335.2013.1205, time stamp: 0x555a0235
Exception code: 0xc000001d
Fault offset: 0x00085a79
Faulting process id: 0x1604
Faulting application start time: 0x01d0a8728be67c2a
Faulting application path: C:\Users\dtacker\AppData\Roaming\RingCentralMeetings\bin\RingCentralMeetings.exe
Faulting module path: C:\Users\dtacker\AppData\Roaming\RingCentralMeetings\bin\zlt.dll
Report Id: 0496f403-1466-11e5-b9ac-bcaec5920da7

ringcentral meetings crash

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Answer 1 · 2015-06-17T15:39:21Z

mike answered Jun 17, '15

Thanks for posting all the details. It looks like the problem may be that your version is too old, so I would not recommend rolling back. Try uninstalling your current version. You can download the most recent version by logging into your account, clicking tools and then "Meetings App"

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Answer 2 · 2015-06-17T15:49:48Z

dave-tacker answered Jun 17, '15 Warren Campbell commented Nov 27, '17

Hi Mike,

I am already using the latest version of the application. As far as I know, the older version was working fine and we were not experiencing any issues until we upgraded. Could you provide a link to the last version before the latest?

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mike commented · Jun 24, 2015 at 03:51 PM

Ari, Uninstall your current version, then try this link: https://ringcentral.app.box.com/s/1gf3nlcb3fkqa9kkc85r3yo7ok1xfjhw (Windows)

Let us know if you still have the problem.

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mike commented · Jun 17, 2015 at 07:30 PM

Your error report shows v 2.5. the most recent is 3.5. I don't have an older link available.

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dave-tacker commented · Jun 17, 2015 at 07:38 PM

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mike commented · Jun 17, 2015 at 07:57 PM

I am wondering if there are remnants of the old version interfering. What operating system are you using?

Can you try to uninstall the program, then search the computer for any files or folders named "RingCentral Meetings" and delete them. Then reinstall the software again.

Be sure to check all 3 of these folders. The Program Data folder might be hidden by default, so you may have to "unhide" this folder from within the Control Panel.

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dave-tacker commented · Jun 17, 2015 at 10:25 PM

Currently running Windows 7 PRO. I considered the same thing, I deleted all "RingCentral" folders in Program Files and Program Files (x86), as well as %APPDATA% Local and Roaming, downloaded a fresh .exe and installed again. The problem persisted.

I called RingCentral Support, they elevated my ticket to Level 2, and I got an email back which told me that they are aware of the problem, and to download an older version of the application, and gave me a link. The linked version fixed my issue.

Matthew Hunt replies:

This issue was also reported from another account and is being tracked under number RC-54204. You case will be escalated as part of this issue.
As a workaround, please install the following version of RingCentral meetings. If prompted to update to the new version you will need to select no. 
https://ringcentral.box.com/s/1gf3nlcb3fkqa9kkc85r3yo7ok1xfjhw

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Answer 3 · 2015-07-06T18:00:36Z

dave-tacker answered Jul 6, '15 mike commented Nov 27, '17

Mike,

Any word as to when this will be fixed in a future release? Since having the most up to date release is normally the best practice, I'm afraid we'd be missing out on future bug-fixes and performance improvements being suck on this old version.

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mike commented · Jul 29, 2015 at 04:36 AM

The latest version at this time is 3.5.1. If you've tried this version and it's crashing, the best thing to do is open a case to make sure we capture more data from the users having the problem.

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mike commented · Jul 06, 2015 at 07:58 PM

Sorry Dave, I just checked and still don't have a date. You are welcome to post here periodically if you don't hear anything.

Mike

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dave-tacker commented · Jul 06, 2015 at 08:48 PM

Ok, thank you Mike. I'll check back periodically.

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george-ackerman9839 commented · Jul 27, 2015 at 10:15 PM

3 weeks and nothing yet? I'm having the same issue.

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Answer 4 · 2015-07-30T22:40:30Z

a12 answered Jul 30, '15 kim commented Nov 27, '17

My crashing began about the same time on my WIn7 PC. Any troubleshooting tips?

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mike commented · Jul 31, 2015 at 05:42 PM

Go ahead and open a support case if you have not. If you want to try installing an older version, reply here and we'll send you a link. Let us know if you are on a Mac or PC.

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a12 commented · Jul 31, 2015 at 05:45 PM

Thank you I will.

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deshawn-jones commented · Aug 03, 2015 at 03:54 AM

I am having this same issue. If possible can you send a link with a Win7 PC version as well.

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mike commented · Aug 03, 2015 at 04:47 PM

Deshawn, what version are you using now? There are several Windows versions depending on your issue. It's almost always best to use the latest version and if you are having problems, open a support case instead of rolling back to an older version.

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deshawn-jones commented · Aug 03, 2015 at 10:52 PM

Windows 7 Professional. Operating system has been updated with most current patches.

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Answer 5 · 2015-10-15T17:29:14Z

jamesodonnell90 answered Oct 15, '15 mike commented Nov 27, '17

This reply was created from a merged topic originally titled Latest Version of Ringcentral Meetings Crashing on join?. Downloaded the latest version of RC Meetings, the application crashes on joining meetings any ideas?

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mike commented · Oct 15, 2015 at 05:31 PM

Hello James, This could be for a number of reasons. Can you tell us what version you are running? And, did you try to uninstall and reinstall the latest version?

Also, can you tell us what OS your computer is running? If you are getting any error messages let us know.

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jamesodonnell90 commented · Oct 19, 2015 at 09:29 AM

Hi I'm using the latest version 3.6.28033.0928. OS is Windows 7 Enterprise 64Bit / Windows 7 Ultimate 64Bit.

What happens it that I set up a meeting, everything appears to work find until someone connects or I connect to someone else at this point the application just stops responding crashes then there is sometimes a loop of attempted reconnects.

The web cam is a Creative Live! Cam Sync HD, we have used these cameras before and everything works excellent with Skype and alternative meetings software.

Regards

James

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mike commented · Oct 19, 2015 at 11:38 PM

Hi James, The 3.6 version seemed to have fixed this for other users. You mentioned the model of your web cam. Have you tried it with different models, which did work? Also did you try uninstalling the software or just upgrading from 3.5? Please use this link to open a support case: Open a Case

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Warren Campbell commented · Oct 20, 2015 at 02:35 PM

3.6 has fixed this issue for me as well. I had downgraded to 2.7 as 3.5 was problematic. I performed a clean Uninstall of 2.7 and installed 3.6 and all seems well now. Thanks.

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mike commented · Oct 20, 2015 at 10:37 PM

Great. thanks for the followup.

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