question

ringcentral35 avatar image
ringcentral35 asked mike commented

Desktop App: crash or blank screen

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

Version 7.1.13446.541
softphonedesktop appcrashblankbug
19 comments
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John Gallucci avatar image John Gallucci commented ·
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 avatar image John Gallucci commented ·
I ran it in compatibility mode for Windows 7; seems to work now for some reason. 
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mike avatar image mike commented ·
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 avatar image mike commented ·
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 avatar image mike commented ·
Amanda, did you by any chance previously have the RingCentrals old Legacy phone installed prior to this?
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bwenzlau avatar image
bwenzlau answered
Same crashing happening on Mac platform - version 7.1.4.13446.  
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mike avatar image
mike answered kim commented
If this keeps happening, please open a case and provide the account details  Open a Case

In a few days we'll be pushing out 7.2 and will likely be able to get you a download link.  If it keeps crashing then definitely open a case. 


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ringcentral35 avatar image ringcentral35 commented ·
After the update keep crashing. We will open a case...
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Reuben Helder avatar image Reuben Helder commented ·
I followed those steps and deleted the folders. The app now works for me again BUT when I tried linking it to Outlook contacts it crashed again and I had to delete the folders to launch it again.

I am using Win 8.1 and app version 7.1.4.13446 and no one else in the office has had this issue thankfully.
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Reuben Helder avatar image Reuben Helder commented ·
And it seems to be a specific Outlook Contacts folder that is the problem. If I connect to just the one smaller folder it doesn't seem to be an issue. As soon as I check off the larger folder the app crashes.
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Reuben Helder avatar image Reuben Helder commented ·
 Version 7.1.4.13446
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kim avatar image kim commented ·
Service Engineering is currently working on the 7.1 crash , but try this in the mean time.  

** if you have the old Legacy Softphone still installed on your computer - Please uninstall it completely! **

1)  logout and close the app completely
 --- Even close it from running in the background (see image 1) 





2) Go to My Computer Local Disk (C:) > User > click on the PC user > App Data > Local > RingCentral > and delete both files for the Softphone & RingCentral for Windows files (See image 2). 





3) Login to new version

4) If this doesn't work then please open a web case as Mike suggested.
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Ken Flott avatar image
Ken Flott answered Ken Flott commented
I am running Windows 7 and since the last update the desktop app crashes on startup everytime. 
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Ken Flott avatar image Ken Flott commented ·
Thank you!

There are some real good software testing platforms out there. I'd suggest using one. Some of them are free.
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kim avatar image kim commented ·
The engineering team is working on resolving this issue, in the mean time please download the prior version.  Then create a web case and attach the crash report to the case notes for escalation.    

Some customers are using compatibility mode for Windows 7 and it's working. 
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doug-catiller854 avatar image
doug-catiller854 answered
This reply was created from a merged topic originally titled RC Version 7.4.1 crashes on Windows 10. I am running version 7.4.1.17562 of the desktop app on Windows 10 (latest updates, including November update), and it consistently crashes right after startup. 

I immediately get this message (if I click OK, the app closes):



This comes up fairly quickly after starting the app:


Here is my version info:
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doug-catiller854 avatar image
doug-catiller854 answered
Does anyone from RC have any feedback on the info I've posted? Is there more that you need from me? I would like to use the desktop app more, but it is really not very stable for me right now. I am removing and reinstalling now, and will post my results.

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doug-catiller854 avatar image
doug-catiller854 answered
I have re-installed, but I am still getting the message "The operating system is not presently configured to run this application.". I was able to close the dialog with the red X and keep the application running, and it seems to be OK for the moment. If I hit OK to close the dialog, the app will close. 
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chris-taschner460 avatar image
chris-taschner460 answered kim commented
Updated my users to 7.5.2 and it consistently crashes on some machines - I did about 10 upgrades and 3 or 4 are continuing to crash on start up of the application.  All Windows 7 machines with latest patches.
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jb-ferguson avatar image jb-ferguson commented ·
Chris,

On your RingCentral portal go to the "Phones & Devices" selection on the left of the screen. Then select the PC you have the Windows Desktop application assigned to. On the right of the screen click on "Deauthorize this Computer".

That will do it for you.
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chris-taschner460 avatar image chris-taschner460 commented ·
Thanks guys I see the option to do so now.
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kim avatar image kim commented ·
@Chris, Try to de-authorize it, completely uninstall it and re-install.  Try this on 1 of the 4 machines and see if that fixes it. Let me know... 
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chris-taschner460 avatar image chris-taschner460 commented ·
@Kim how do you de-authorize the computer? I went through the settings on the laptop and then logged into Ring Central as an admin and didn't see anything in there.
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kim avatar image kim commented ·
That option in the Admin portal is under Phones & Devices > Ext # > Select the Softphone > to the right "Deauthorize this Computer"
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tran-duong924 avatar image
tran-duong924 answered
This reply was created from a merged topic originally titled Ringcentral desktop 7.5.4. Hi,
How can I solve it?

Thanks.
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kim avatar image
kim answered
This is the troubleshooting any Desktop App error/issues. 


Troubleshooting Desktop App crashing or blank screen:  

1) Uninstall the old Legacy: If you still have it installed onto your PC.

2) Make sure you have the most current version

3)  Logout & Close the new one ... also close it from running in the background.
 

4) Deauthorize the PC (see Image 2)

5) Go to Computer > Local Disk (C:) > Users > pick user > Appdata > Local > RingCentral >  Delete the two files.  (see Image 1) 
    [If you don't see "App Data" at the top above Contacts just click on the bar above and enter in /appdata then hit enter]

6) Log back in and test.


(Image 1) 



(Image 2)


** If that doesn't work, please open a web case. **
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chris-taschner460 avatar image
chris-taschner460 answered
This reply was created from a merged topic originally titled Upgrade user - Debug error. I've recently been upgrading users to the latest RC;  many get a Debug Close program error when trying to run RC.   I've tried resolving it by uninstalling the newest version and rolling them back to a version that's worked for them before.

Any tips or advice would be great.
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