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epalombizio6132 avatar image
epalombizio6132 asked saadetswift16514 commented

Line Key Appearance

US account Recently in testing, some changes were made to my VVX600 that rendered the phone unusable. I ultimately factory reset the device, removed it from RingCentral, then re added it to the system. I found that the faulty configuration was saved up to RC servers and made its way back down to my phone... Once I got the phone working again, I only see one line button with my name instead of 4 as I originally saw.. A few questions below 1. How do I get the 4 line keys corresponding to my name to show back up? 2. Is there a guide as to what configuration information is saved up to the RC cloud and what the process is when I'd like to reset my configuration saved on my phone, as well as in the RC cloud? Thanks
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epalombizio6132 avatar image
epalombizio6132 answered saadetswift16514 commented
Thanks for the reply Mike - I just got off the phone with support and they are escalating it.

Regarding my statement about settings being saved up to RingCentral, in the logs of the phone after I set it to be provisioned from RingCentral, I see log file references to background files that only existed on my old configuration. The phone was reset to factory defaults so the data shouldn't have been retained locally. The log file also shows the source of the background files being the provisioning server, so I feel confident information is being stored up there.

In my case, I'm only seeing a single key corresponding to my name, as opposed to the default of 4 I saw when I originally setup my phone.
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mike avatar image mike commented ·
I agree something strange is going on. Every phone is a little different so it's good that they are escalating. Normally you'll see two lines for yourself, not one.
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saadetswift16514 avatar image saadetswift16514 commented ·
Hello Elvis,

Was this resolved for you? Let me know!
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epalombizio6132 avatar image epalombizio6132 commented ·
Hi Saadet,
    Yes, we resolved the issue with custom config file that we upload to the web configuration interface on the device. All is well.

Thanks
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saadetswift16514 avatar image saadetswift16514 commented ·
Perfect! I wanted to follow up and make sure :)
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mike avatar image
mike answered
We'll need to discuss some specifics to see exactly what's not working.  It would be normal for a phone to download our latest firmware from our provisioning servers but, it wouldn't save any faulty configuration and send it back to your phone.  There's not a guide that shows any such configuration so it's probably best to give us a call. 

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