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Robert Sabo avatar image
Robert Sabo asked kim commented

32 hours ago something changed with ring central.

Desktop apps not showing incoming faxes. Messages are trying to download going through the motion of downloading sending the sound that a new message arrives but there is no knew message. I currently have 52 accounts with ring central this is a major problem. I have called your support team they are idiots. I need someone to look at the server side and find out what changed, if a port for the firewall has changed, something changed. We are using different versions of the desktop/softphone app and this is affecting all of them!!! Fix it
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mike avatar image
mike answered
Robert, do you have a case number you can reply with? 
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Robert Sabo avatar image
Robert Sabo answered
03873910
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kim avatar image
kim answered
Robert,  is this happening for all users?  Are they signed in with their Digital Line + Password (not main number + Ext)? 

Is there a number I can test? You can just provide the case number as Mike suggested and I can test it.  Did you recently port in numbers?  - if so, make sure they are signed in with the number assigned to their DL (not the old temporary number). 

I have 7.3.1 and I just tested it on my end, and the fax is showing up in my Softphone. It's shouldn't be an issue with the Softphone, because I was able to produce the standard results.  



Kim 
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kim avatar image
kim answered
Robert, I look into that account.  Only 1 ext (Ext 0) has a digital line, and has 0 messages.  

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kim answered
Please have the user at Ext 0 logout and log back into Softphone.  I sent a test fax to the Digital Line number assigned to that ext. 
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Robert Sabo answered Robert Sabo commented
We have followed the guidelines for firewall ports from this page: http://success.ringcentral.com/knowledge/TOCArticleRendererPkb.apexp?id=kA280000000GnHS&pubstatus=o Additionally we have concluded that the desktop app is not being affected only the legacy softphone. This softphone is in production at various locations and everyone loves the softphone, they hate the new desktop app, please tell me that the softphone is not EOL. That would be very bad news.
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kim avatar image kim commented ·
Robert,

Thank you for the additional information.

1) For updated port ranges see here. 
2) The Legacy Softphone is being retired. They will need to update to the newest version.  That is why they are having problems receiving faxes...they need to update.  

Update to RingCentral for Desktop and this issue will be resolved. 
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Robert Sabo avatar image Robert Sabo commented ·
Bummer
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Robert Sabo answered kim commented
This is not related to my account This is related to a number of the accounts in my name that I manage.
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kim avatar image kim commented ·
Are all the accounts on Legacy? 
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Robert Sabo avatar image
Robert Sabo answered kim commented
You can close this conversation resolved
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kim avatar image kim commented ·
Thank you.  Hope that helps a little. Have a good week. 
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kim avatar image kim commented ·
Also, RingCentral sent an e-mail out regarding retiring the Legacy Softphone a while ago to notify customers. 
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