Display adapter incompatibility when upgrading

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time-warp asked Aug 31, '15 James Arlen commented Nov 17, '15

Display adapter incompatibility when upgrading

When upgrading to the latest version of RC for Windows, after the install is finished and the program attempts to launch, I get the following error:

Can not start the application due to display adapter incompatibility. Please uninstall the application from your device and install the previous version by the link below:
http://downloads.ringcentral.com/sp/RingCentralForWindows-7.0.7.msi

Any ideas folks?

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Answer 1 · 2015-08-31T16:50:41Z

mike answered Aug 31, '15

Hi Time Warp, Can you tell us what Operating System you have? And, what version of RC Desktop are you trying to install, or where are you getting the download from?

Mike

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Answer 2 · 2015-09-02T23:37:29Z

Joseph Connors answered Sep 2, '15

I have the same problem on Windows XP SP3. Going from RC 7.0.7.11615 to RC 7.3.1.1673.

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Answer 3 · 2015-09-03T16:45:49Z

mike answered Sep 3, '15

Windows XP is no longer supported, but, generally that message posted by Time Warp indicates that the video card is not adequate. I'm guessing Time Warp is using an older machine also.

Mike

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Answer 4 · 2015-09-03T19:05:17Z

time-warp answered Sep 3, '15

Actually, I am running on Amazon's Workspace cloud service, It must be based on XP.

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Answer 5 · 2015-09-03T19:17:13Z

time-warp answered Sep 3, '15 mike commented Nov 27, '17

Mike, To answer your first question, I took the upgrade from the RC Windows client when it suggested it.

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mike commented · Sep 03, 2015 at 08:27 PM

Did you install the version 7.0.7 and is it now working?

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Answer 6 · 2015-09-03T20:41:22Z

time-warp answered Sep 3, '15

This reply was created from a merged topic originally titled Display adapter. I just realized that I am on RC for Windows 7.0.7 and the upgraded version has fixed the problem.

I'm stuck right now because when I upgrade to 7.3.1.x the program stops with an error message that says that my display adapter is incompatible and asks me to reinstall 7.0.7. So I am stuck for the moment. Why would my display adapter become incompatible from one version to the next you ask? I have no idea.

Here's the link to the new issue:
https://community.ringcentral.com/ringcentral/topics/display-adapter-incompatibility-when-upgrading

Thanks

Note: This conversation was created from a reply on: How do you put a carriage return or New Line in the notes field for fax cover she....

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Answer 7 · 2015-09-03T21:00:37Z

mike answered Sep 3, '15 time-warp commented Nov 27, '17

I have confirmed that there were changes in the software which are causing this. The first thing to check, is if there is an updated driver for your video card. If there's not a new driver, or updating the driver does not solve the problem, then it may be necessary to upgrade the actual video card.

Mike

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James Arlen commented · Oct 01, 2015 at 05:19 PM

That cannot possibly be an answer. What about situations where there is no video card (VMs, etc.) and honestly, does the app need anything other than VGA? Heck, it'd work in an 80x24 text mode if you simply had the desire to do so.

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mike commented · Oct 01, 2015 at 05:38 PM

James, this was confirmed with our developers. Are you having an issue? We've had several new releases since this thread was started and some changes have been made. If you are having any problems please describe and let us know.

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Brendan O'Connor commented · Oct 01, 2015 at 05:45 PM

Yes, we are having an issue. The RingCentral application doesn't work in VMWare, which, since you don't have a Linux client, we are running to support RingCentral. This is an issue with the up-to-date version, and is fairly outrageous. We cannot "just upgrade the video card," as it's a virtual machine, and there's no reason that RingCentral should *need* advanced video support. What, precisely, is it doing?

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time-warp commented · Oct 01, 2015 at 05:56 PM

Good point. It's running in a virtual machine on AWS. I think that it is citrix in my case, but I don't know for sure.

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Answer 8 · 2015-10-01T17:44:12Z

time-warp answered Oct 1, '15

I'm running on Amazon's Workspace solution. The display is a generic VGA set up. See screenshot below for driver info.

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Answer 9 · 2015-11-12T12:11:33Z

rs1 answered Nov 12, '15 James Arlen commented Nov 27, '17

We are having the exact same problem. The 7.3.x application does not run inside VirtualBox with the same error:

Can not start the application due to display adapter incompatibility. Please uninstall the application from your device and install the previous version by the link below:
http://downloads.ringcentral.com/sp/RingCentralForWindows-7.0.7.msi

Customer support is clueless and they don't even understand the problem.
We are very disappointed and are currently looking to move elsewhere for online faxing.

Ringcentral really dropped the ball on this one.

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mike commented · Nov 17, 2015 at 05:48 AM

Sorry for the frustration, The software wasn't designed to run through a VM so we don't support this even though it may work on some systems.

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James Arlen commented · Nov 17, 2015 at 01:06 PM

Again, the question that all of us are raising is: "In what way does a VoIP dialer / interface application require advanced GPU?"

Why is there suddenly a requirement for a GPU? What library or function did you start using that increases the system requirements in this way? Does it provide anything useful or is it for the convenience of development? Where is the minimum requirement (including a GPU) show up for users? (Can't find it on: http://success.ringcentral.com/articles/RC_Knowledge_Article/5126?retURL)

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