Softphone Crash on Maximize

Question

question

leafvee3835 asked Nov 2, '16 mike answered Apr 19, '17

Softphone Crash on Maximize

Computer:
Win 7 64 bit - up-to-date

Account type (U.S., Canada, UK, AT&T, Telus, BT)U.S.
Related case number (if applicable)

Detailed description of problem
Softphone crashes when trying to Maximize the application from a minimized state.

Goal
Fix crashing

Previous troubleshooting steps taken
Uninstalled / Reinstalled - No dice
Uninstalled, Deleted C:\Users\UUNAME\AppData\Local\RingCentral, Verified program files directory was gone, Deauthorized computer via website, reinstalled. - No Dice

Software version
8.3.4

Error Msg:
Problem: Halt on unexpected exception at location WinHook
Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1458ED2D; read 0x000000d0;
* stack trace *
<undef>
<undef>
<undef>
<undef>
<undef>
QOpenGLContext::currentContext
QSGBindable::clear
QSGBatchRenderer::Renderer::renderBatches
QSGBatchRenderer::Renderer::render
QSGRenderer::renderScene
QQuickWindowPrivate::renderSceneGraph
QSGRenderLoop::setInstance
QSGRenderLoop::setInstance
QCoreApplication::processEvents
QSGRenderLoop::setInstance

Details: Exception
>>>
Halt on unexpected exception at location WinHook
Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1458ED2D; read 0x000000d0;
* stack trace *
<undef>
<undef>
<undef>
<undef>
<undef>
QOpenGLContext::currentContext
QSGBindable::clear
QSGBatchRenderer::Renderer::renderBatches
QSGBatchRenderer::Renderer::render
QSGRenderer::renderScene
QQuickWindowPrivate::renderSceneGraph
QSGRenderLoop::setInstance
QSGRenderLoop::setInstance
QCoreApplication::processEvents
QSGRenderLoop::setInstance

<<<
ESS::Assertion in thread 8824 @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:383 in void __cdecl ESS::HaltOnUnexpected(const struct Utils::ExceptionInfo &,const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)
* Stack trace *
ESS::BaseException::GetStack
ESS::BaseException::BaseException
ESS::HaltOnUnexpected
'anonymous namespace'::ExceptionFilter::UnhandledExceptionFilterProc
GetProfileStringW
RtlKnownExceptionFilter
RtlInitializeExceptionChain

topic-default

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Answer 1 · 2016-11-02T19:39:04Z

Andrew Brockhaus answered Nov 2, '16

Any time we have issues with softphone for us our our clients on Windows systems, the following steps usually resolve.

Uninstall RC for Desktop
Go to C:\Users\andre\AppData\Local\ and Delete the RingCentral Folder
Reboot
Reinstall RC for Desktop

Hope that helps!

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Answer 2 · 2016-11-02T19:40:54Z

leafvee3835 answered Nov 2, '16 leafvee3835 commented Dec 16, '16

Thanks for the reply Andrew - I saw the procedure you mentioned in other similar threads and did try that.

Previous troubleshooting steps taken
Uninstalled / Reinstalled - No dice
Uninstalled, Deleted C:\Users\UUNAME\AppData\Local\RingCentral, Verified program files directory was gone, Deauthorized computer via website, reinstalled. - No Dice

2

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Andrew Brockhaus commented · Nov 02, 2016 at 07:43 PM

I should have read your whole post first. Whoops.

0 ·

leafvee3835 commented · Nov 02, 2016 at 07:44 PM

No worries - thanks for the suggestion. :)

0 ·

Answer 3 · 2016-11-02T20:41:01Z

mike answered Nov 2, '16 leafvee3835 commented Nov 27, '17

Hi LeafVee,

Did this just start when you moved ti 8.3.4?

I'm emailing you a download link for 8.3.3 if you want to try that, then let me know if it still crashes with maximizing.

Mike

6

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leafvee3835 commented · Nov 02, 2016 at 08:24 PM

Hi Mike,

We are just getting started with RingCentral so I believe this user started with 8.3.4.

I tried the version linked and had the same result but the error message is slightly different.

Problem: Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1563ED2D; read 0x000000d0;

* stack trace *

<undef>

QOpenGLContext::currentContext

QSGBindable::clear

QSGBatchRenderer::Renderer::renderBatches

QSGBatchRenderer::Renderer::render

QSGRenderer::renderScene

QQuickWindowPrivate::renderSceneGraph

QSGRenderLoop::setInstance

QCoreApplication::processEvents

QSGRenderLoop::setInstance

Details: Exception

>>>

Halt on unexpected exception at location WinHook

Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x1563ED2D; read 0x000000d0;

* stack trace *

<undef>

QOpenGLContext::currentContext

QSGBindable::clear

QSGBatchRenderer::Renderer::renderBatches

QSGBatchRenderer::Renderer::render

QSGRenderer::renderScene

QQuickWindowPrivate::renderSceneGraph

QSGRenderLoop::setInstance

QCoreApplication::processEvents

QSGRenderLoop::setInstance

<<<

ESS::Assertion in thread 11012 @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:383 in void __cdecl ESS::HaltOnUnexpected(const struct Utils::ExceptionInfo &,const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)

* Stack trace *

ESS::BaseException::GetStack

ESS::BaseException::BaseException

ESS::HaltOnUnexpected

'anonymous namespace'::ExceptionFilter::UnhandledExceptionFilterProc

GetProfileStringW

RtlKnownExceptionFilter

RtlInitializeExceptionChain

0 ·

leafvee3835 commented · Nov 02, 2016 at 08:43 PM

Thanks Mike!

Do you happen to know of any dependencies I can verify are installed properly? (Java, Visual C Runtimes, .NET, etc)

0 ·

mike commented · Nov 02, 2016 at 09:05 PM

For PCs the only think I'm aware of is the following (as of this date) :

1 GHz (32-bit) or 2 GHz (64-bit) processor
Minimum of 512 MB of memory
200 MB of hard drive space
Microsoft Outlook 2010 or higher

0 ·

leafvee3835 commented · Nov 03, 2016 at 02:21 PM

Thanks for the info Mike.

The case doesn't seem to be showing up for me. Did it get created successfully?

0 ·

mike commented · Nov 03, 2016 at 06:16 PM

Yes.. I double checked. It has a support agent assigned to it. When you log in to view the case, what exactly are you seeing? Do other cases show up, but not this one? Or is there any issue logging in?

Mike

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Answer 4 · 2017-01-26T18:50:51Z

amber-noelle4238 answered Jan 26, '17 leafvee3835 commented Nov 27, '17

We are having the same issue with Ring Central. We have tried to

Uninstall RC for Desktop
Go to C:\Users\andre\AppData\Local\ and Delete the RingCentral Folder
Reboot
Reinstall RC for Desktop

But that did not work. Is there any other solution?

10

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leafvee3835 commented · Apr 18, 2017 at 11:00 PM

Still no solution for my issues. I've only had two users so far and they aren't call queue members so buying them desk phones has worked.

1 ·

mike commented · Jan 27, 2017 at 10:34 PM

Amber, please open also open a case if you are having this issue. Be sure you've updated to the latest version and let them know your OS etc.

Mike

0 ·

amber-noelle4238 commented · Jan 30, 2017 at 04:56 PM

Thank you...I will do.

0 ·

shaun-eozzo4354 commented · Feb 07, 2017 at 10:40 PM

I have the same issue on a new Lenovo T550. Currently have an open case without resolution. We've tried everything mentioned. Case# 05437473
Any update??

0 ·

leafvee3835 commented · Feb 07, 2017 at 10:41 PM

Please let me know if you find one. I ended up just giving up and buying hardware phones for the two users in question.

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Answer 5 · 2017-04-19T21:45:28Z

mike answered Apr 19, '17

For anyone still having this problem, I"m going to merge this thread into a topic that has instructions for rolling back to a previous version while this being worked on.

Mike

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Answer 6 · 2020-07-28T14:00:59Z

mike answered Jul 28, '20

LeafVee, Just letting you know that I've created case # 05145474 for this issue so that it can be escalated. You can use the link below to check the status of this case or add additional information.

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