Problem with Softphone on Windows 10 when using High-Contrast Theme

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ian-melchior2237 asked Nov 17, '16 mike commented Nov 17, '16

Problem with Softphone on Windows 10 when using High-Contrast Theme

I use the RingCentral softphone on Windows 10. Recently, I changed the Windows theme to one of the high-contrast options. This has caused RingCentral to appear as though it's not responding, even though it seems to actually be taking input.

To reproduce this issue on Windows 10:

Open Settings > Personalization > Themes > Theme Settings
Choose the High Contrast Black theme
Start RingCentral Softphone
Try dialing a number
If the softphone doesn't appear to be responding, re-size the softphone window

For example, if I have the softphone open and click a few numbers on the dialpad, the numbers aren't displayed in the softphone as if I'm dialaing. However, I've noticed that if I then resize the window, the UI "refreshes" and suddenly I can see that it did in fact accept my input.

The same happens when trying to hang up a call - I click the button, nothing appears to happen, but if I resize the window, suddenly the UI refreshes again.

Is anyone else able to reproduce this problem? Does anyone have a solution? The high-contrast theme is much easier on the eyes IMO, but I use RingCentral throughout the day and this is quite an annoying bug!

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Answer 1 · 2016-11-17T19:12:47Z

mike answered Nov 17, '16 nathan-malone1532 commented Nov 27, '17

Hi Ian,

I haven't heard this before, but we'll look into it. Can you confirm which version of the RingCentral Desktop app you are running?

Mike

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ian-melchior2237 commented · Nov 17, 2016 at 07:28 PM

Mike, thanks for the quick response. Here is some more info:

RingCentral for Windows version 8.3.5.24028
Windows 10 version 10.0.14393 Build 14393

Let me know if I can provide any more info to help with this.

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mike commented · Nov 17, 2016 at 07:41 PM

I would only be curious if this started when you upgraded to 8.3.5, or did you notice on the previous version?

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ian-melchior2237 commented · Nov 17, 2016 at 07:46 PM

Yesterday is the first time I changed the Windows theme to High Contrast Black, and I noticed the problem immediately thereafter.

I'm afraid I never tried this using a previous release of RingCentral Desktop, so I couldn't say either way.

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nathan-malone1532 commented · Nov 17, 2016 at 08:07 PM

Hello Ian,

I have windows 10 and I was able to replicate the issue as you have described it. The best thing for us to do is probably have you open a tech support ticket so we can get debug logs with you and escalate the issue.

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Answer 2 · 2016-11-17T20:23:41Z

mike answered Nov 17, '16

To complicate things... I was able to test this on a Win10 Machine too, but could not reproduce it.

Ian, We'd still like you to submit a case if you haven't. If you haven't started yet, you can use the button below.

Then if you don't mind, can you reply back here with the case number?

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Answer 3 · 2016-11-17T20:40:40Z

ian-melchior2237 answered Nov 17, '16 mike commented Nov 27, '17

Thanks Nathan and Mike for testing this. I just opened case number 05194789. Let me know how else I can help.

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mike commented · Nov 17, 2016 at 08:47 PM

Thanks Ian.

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