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If you find that you are experiencing issues with the RingCentral Phone application on your desktop computer, you may have to perform some troubleshooting to resolve the issue. Most issues with the RingCentral Phone app can be resolved by logging out of your account and back in, rebooting your computer, or deauthorizing your softphone on the RingCentral service site. If you continue to experience issues after completing those steps, it may be necessary to purge the data associated with the softphone. Follow these steps to purge the local data for the RingCentral Phone app.

Note: You will have to log back into your user once you have completed these steps.

Automatically Purge Data

Built into the RingCentral Phone app is a way to automatically purge data. This is the easiest way to reset the local data for the softphone and the process is the same on all recent versions of the app on Windows and Mac.

1. Open the RingCentral Phone app.

2. Navigate to settings by clicking the gear icon , then the " Support" section.

3. Click the "Purge data" button.

4. Restart your computer and reopen the RingCentral Phone app.

5. Login to your user extension and test to see if the issue has been resolved.

If the issue has not been resolved, the data for the app may need to be purged manually. Find the section below for your operating system type (Windows or Mac) and follow the steps to manually purge the data for the softphone.

Manually Purge Data


Windows

1. Open the RingCentral Phone app.

2. Press the Ctrl and F1 keys.

3. Select "App data folder" in the context menu that appears, a new File Explorer window will open to the SoftPhone folder. If this window opens successfully, proceed to step 4.

   

   • If you are unable to open the RingCentral Phone app or this process does not work for you, manually open the folder in Windows File Explorer by navigating to this path: C:\Users[username]\AppData\Local\RingCentral\SoftPhone ([username] is the name of the current user).

   1. Open a new File Explorer window.

   2. Navigate to "My Computer" in the left bar, then open the "Users" folder.

   3. Find the folder that corresponds to your user, it will not be "Public" or "Default".

   4. Once you open your user folder, you can either click in an empty part of the location bar and add "\AppData\Local\RingCentral" to the location (image A), or you can show hidden files in order to see and select the "AppData" folder (image B). Once you are inside the AppData folder, navigate to AppData\Local\RingCentral.
      

      

4. Log out of the RingCentral Phone and close the application. You will also need to close the application's background process by clicking on the ^ icon in the taskbar at the bottom right of your screen, then right-click the RingCentral Phone icon and click "Exit".

   

5. Delete the SoftPhone folder contents.

   • In the explorer window that is still open from step 2 and 3, you should see the SoftPhone folder, or the contents of the SoftPhone folder, highlight all of these items and delete them. You can also delete the entire SoftPhone folder if that is easier. If you see a message that says the "Logs folder still in use" you may skip deleting this item.

6. Open the RingCentral Phone app, login to your user extension, and test to see if the issue has been resolved. If the issue persists, please contact RingCentral support.

Mac

1. Open the RingCentral Phone app.

2. Press the (Command) + fn + F1 keys, or + F1 (only one will work depending on your macOS settings).

3. Select "App data folder" in the context menu that appears, a new Finder window will open to the SoftPhone folder. If this window opens successfully, proceed to step 4.

   

   • If you are unable to open the RingCentral Phone app or this process does not work for you, manually open the folder in Finder by navigating to this path: Macintosh HD/Users/~/Library/Application Support/RingCentral (~ is the name of the current user).

   1. The easiest way to get to this directory is to open the Finder, then in the toolbar on the top of the display and select "Go". You must then hold the "option" key (alt on PC keyboard) to reveal the "Library" option; select the Library option. From here navigate to /Application Support/RingCentral.

      

   2. You can also navigate to the directory by opening the Finder, then in the toolbar at the top of the display select Go > Go to Folder..., then input "~/Library/Application Support/RingCentral" (without quotes) into the field that appears.

      

4. Log out of the RingCentral Phone app before continuing, and quit the application by going to File > Quit RingCentral Phone.

5. Delete the SoftPhone folder or contents.

   • In the explorer window that is still open from step 2 and 3, you should see the SoftPhone folder, or the contents of the SoftPhone folder, highlight all of these items and delete them. You can also delete the entire SoftPhone folder if that is easier.

6. Open the RingCentral Phone app, login to your user extension, and test to see if the issue has been resolved. If the issue persists, please contact RingCentral support.