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michael-glovik5547 asked michael-glovik5547 answered

Plantronics wireless headset no longer beeps/alerts for incoming call.

My Plantronics wireless headset will no longer beep in my ear to alert me to an incoming call on my PC or Macbook Pro via headset OR built in computer speaker. This must be a setting somewhere. RingCentral phone support was not able to figure out this problem and no one in my office with the same systems are having this problem. It's not an issue with the headset.
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mike avatar image
mike answered
Can you reply back here and let us know what OS versions, PC and Mac you are running and the model of Plantronics device. 

Also what version of RingCentral Desktop app is giving you this problem? 

Did this problem start after upgrading the RC Desktop app? 

Mike 
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michael-glovik5547 answered michael-glovik5547 commented
Thank you Mike for your quick response.

This happens if I just use the ring central program on my Mac and on my PC. It will not ring through my speakers. Which I tried this to make sure it wasn't an issue with my Plantronics wireless headset. My PC is running Windows 10 and my Macbook Pro is running 10.11.6. I also notice the audio on the PC is choppy when I use it so I mainly use the laptop. Ring Central sent me a link to download 
 8.3.5.24028 as they think it was a new update that may have been causing the issue sense all of my co workers head sets and computers work fine. 

Thank you,

Michael G.
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mike avatar image mike commented ·
Did you already try the 8.3.5 version?  Is it now working?  Were you previously on 8.3.6? 
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michael-glovik5547 avatar image michael-glovik5547 commented ·
It does not work with either version.
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mike-f122 avatar image mike-f122 commented ·
What is the model of the Plantronics device?  Is it one of the recommended devices shown here?  Recommended Headsets for RingCentral for Desktop
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michael-glovik5547 avatar image michael-glovik5547 commented ·
Mike,

It doesn't ring even with out the headset connected. It has always worked great and now it doesn't work either way. Even with out the headset (Nothing connected) it will not ring. The headset sends all the proper audio out but there is no audio when it should make a ringing sound to alert me of an incoming call.  I CAN make and receive calls with no problem though. Just does not alert me with audio.

Thank you,

Michael
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mike avatar image mike commented ·
This really sounds like a configuration issue on the Desktop app or the computer, or maybe a combination of the two.  Can you reply back and supply the requested screenshots below. 



1. From the Desktop app, go to Settings > Sound and let us see what you have set for Ringer


2.  On the computer take a look at the default sound settings 


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mike answered mike commented
This is indeed an interesting one.  Normally I would agree that this sounds like an RC software issue, except that if it were, we'd have thousands of users reporting the problem.  What is the model of Plantronics device you were using?  And, did you install any Plantronics Hub software?  I'm starting to wonder if the Plantronics software is overriding the two settings we've checked above. 

If you've installed any Plantronics software let us know what version it is.

Mike 
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michael-glovik5547 avatar image michael-glovik5547 commented ·
I agree Mike, very odd! Ring Central works great on my co workers computers and they all have the same headset. We have around 15-20 computers in the office. Go figure I would be the only one with this problem! LOL. 


Yes, I do have Plantronics  "hub" installed. 
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mike avatar image mike commented ·
Thanks!  Next can you check the software version.  It looks like they've had several releases.   View here:  http://www.plantronics.com/us/support/software/archive/

Then can you compare your version to anyone else in the office who's is working normal and see if they are running a different version?

Mike 
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luke2909 avatar image
luke2909 answered
Hi Michael, I have some suggestions on things you can do to try and resolve this.

First, try going to the RingCentral for Mac app and toggle the Plantronics Headset option off and then back on. If that doesn't help, next try uninstalling the Plantronics Hub software, you can find instructions on Plantronics guide for uninstalling Hub software page. If you still experience the issue, try changing the setting in the RingCentral for Mac app to show "Ringer: Plantronics Savi 7xx". If the issue still continues try going to System Preference > Audio > Output/Input and change both of those settings to the Plantronics Savi 7xx.

If you still experience the issue after all this then please open a ticket with us through the Contact Support page. We may want to get some diagnostic logs from your Mac and look into the problem further. 
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michael-glovik5547 answered
I reset the hub and downloaded new firmware update. I also totally un-installed the software and re-installed it. It seems to be working fine now. Still not working on the PC but I'm sure I just need to re-install like I did on the Macbook Pro. Thank you guys so much for your help in regards to this issue.

Michael
A happy RingCentral customer =)
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