Mobile App: Issues with 7.4.0 on Android app

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kim asked Oct 2, '15 mike answered Nov 5, '15

Mobile App: Issues with 7.4.0 on Android app

When dialing from the Android app the app places + sign in front of the main number and the phone treats it as an invalid dialing code and the call is not connected.

Version 7.4.0.1.108
Android version 4.4.2

Calling from USA. Also tried disabling international dialing on phone. Area code is correctly configured on phone.

In RingCentral app the region is set to USA and the area code is set to 843.

android android update

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mike commented · Oct 02, 2015 at 09:39 PM

Thanks TekNacion,

That worked for me too!

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kim commented · Oct 06, 2015 at 04:18 PM

Some users in Canada report it is removing the 1.

Resolution: Log out and log back in after the update. If this does not resolve the issue (or only does temporarily) please open a webcase. The Engineering Team are working on resolving this issue.

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Answer 1 · 2015-10-02T19:59:41Z

kim answered Oct 2, '15

Other users are also experiencing where the app is adding a 011 for international calling. Issues specifically related to 7.4.0.

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Answer 2 · 2015-10-07T17:25:06Z

bryan1234 answered Oct 7, '15 kim commented Sep 14, '16

Still having this issue. Logging out will fix it for about 1 hour, then the problem comes back.

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kim commented · Oct 07, 2015 at 07:20 PM

Please open a webcase. Include the logs from the mobile app. We also need to know what version of the RingCentral app (or Office at Hand) you are using, the operating system of the mobile app, and the type of phones (iPhone, Galaxy, Moto E, etc..)

Step 1: Type *SENDLOG# ( *7363564#) then tap Call.

User-added image

Step 2:Tap on the log file at the top of the list.

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Step 3:Tap on Send via Email.

User-added image

Step 4: Choose the email program that you would like to use for sending the RingCentral Mobile App Log.

User-added image

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bryan1234 commented · Oct 07, 2015 at 05:33 PM

7.4.0.1.108 - running on Android 5.0

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bryan1234 commented · Oct 07, 2015 at 06:50 PM

AT&T in the US.

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Answer 3 · 2015-10-08T18:00:09Z

Pete answered Oct 8, '15 kim commented Nov 11, '19

Same thing here. App adds 011 in front of any ring out numbers called. Log off and back on fixes it for a short time, but then the issue returns. Very inconvenient; esp. using hands-free voice dialing while in motion when it isn't possible to reboot the app. Please fix the app.

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Pete commented · Oct 20, 2015 at 11:11 PM

So far so good today. Was on the road most of the day using RC with Voice dial with no issues. Thanks for patching the app!

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kim commented · Oct 08, 2015 at 06:13 PM

Please post case number here after submitting and I'll follow up with it.

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Pete commented · Oct 12, 2015 at 04:44 PM

Case # 04022326 It may be possibly just 01 in front of the *1* that may be there normally. E.G. 1-555-123-1234 may be dialing as 0115551231234

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Pete commented · Oct 14, 2015 at 07:18 PM

Uninstalled the App and re-installed from Play Store. I am running 7.4.1 and issue still exists. It now attaches 011011 in front of outbound number. Log off and log on no longer seems to fix issue, app is now useless for ring-out.

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kim commented · Oct 14, 2015 at 08:37 PM

What kind of phone do you have?

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Answer 4 · 2015-10-08T20:54:13Z

Jason Hoffman answered Oct 8, '15 Jason Hoffman commented Nov 27, '17

We're really frustrated as well, same problem. Newest RC app, and a galaxy s6. Cant dial out! Need a fix ASAP. Where can i download an older version of app?????

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mike commented · Oct 08, 2015 at 09:06 PM

Jason, unfortunately there's not possible to roll back to an older version. Do you have the same symptoms as above? Is it adding a "1" or, a "011"? If you haven't opened a case please do so. If you have opened a case, reply here with the case number and we'll make sure it's routed correctly as our team is working on this already.

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Jason Hoffman commented · Oct 08, 2015 at 09:10 PM

04015463 case #, we need to get a roll-back version ASAP. Every moment this is not working it's costing us a lot of $$. I hope we'll be refunded for the time we cannot use your service, and moreso, I hope we'll compensated for the time spent working on/with/through this issue. I charge my customers $120/hr for our services and have so far spent a good 2 hours on this, not to mention the time spent trying to workaround the issue which is ongoing until this is resolved

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Answer 5 · 2015-10-08T21:07:33Z

bryan1234 answered Oct 8, '15

This is a major issue, one look at the recent reviews on the Android PlayStore will make that obvious. It's happening to A LOT of users. The app needs patched, plain and simple.

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Answer 6 · 2015-10-13T17:46:25Z

bryan1234 answered Oct 13, '15

Already updated and it seems that the issue is fixed.

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Answer 7 · 2015-10-16T17:07:47Z

dixiebee answered Oct 16, '15

My app is doing this as well -- adding the + before attempting to dial out -- even with logging out and logging in and with uninstalling the app and reinstalling. No app updates available in the Google store.

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Answer 8 · 2015-10-19T22:24:37Z

ted144 answered Oct 19, '15

Hello. We released an update last night in Google Play to address the '+' issue for additional devices. Please upgrade your RingCentral app to the latest versions (v7.4.1.1.6) from Google Play. https://play.google.com/store/apps/details?id=com.ringcentral.android&hl=en

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Answer 9 · 2015-11-05T18:00:30Z

mike answered Nov 5, '15

We have just released another version of our Android mobile app. 7.4.3 is now available in the Google play store.

Mike

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