Desktop app won't open after latest update

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joel-johnson4729 asked Mar 16, '17 michelle-stewart1 commented May 18, '17

Desktop app won't open after latest update

I updated to the 8.4.5.25218 version on 3/14. After updating, I can't open the desktop app without having to go to the website and trying to download it again. When clicking on the download link, a box appears and gives me the option to repair. While repairing it is great and all, it's really frustrating to have to do that daily or multiple times a day if I close out of the program.

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Answer 1 · 2017-03-16T15:32:03Z

andrew2014 answered Mar 16, '17 andrew2014 commented Mar 16, '17

Hi Joel, what OS? Is this on Windows? If so, uninstall, then go to c:/user/appdata/local and delete the entire ringcentral folder. Do the same under program filies x86 as well as c:/programdata

Then reboot and reinstall and hopefully that will clear things up for you.

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joel-johnson4729 commented · Mar 16, 2017 at 03:43 PM

Yes it's on Windows. I don't know what's more time consuming- having to uninstall before updating or having to go to the website to "repair" it.

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andrew2014 commented · Mar 16, 2017 at 03:47 PM

Uninstall won't take long and considering you have to repair it multiple times a day, I would say what you're doing now is going to cost you more time :)

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andrew2014 commented · Mar 16, 2017 at 05:32 PM

Bummer. Strange as we've never seen this behavior before. I wonder if your system has something else going on with it that was coincidental to the upgrade. You can test by installing the old 8.3.6 update again. That would help you rule out whether it has anything to do with the release or maybe something going on with your system. You may want to give support a call to as maybe they've seen this before.

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joel-johnson4729 commented · Mar 16, 2017 at 05:22 PM

Tried it and it didn't work. :(

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Answer 2 · 2017-03-16T15:32:04Z

cglassy3135 answered Mar 16, '17 dana-case4919 commented Dec 21, '19

It is helpful when posting to this forum for help you include the details of what operating system you are using. Also: did you fully remove the desktop app before adding the new one? There may be a registry conflict somewhere preventing the new app from opening because a remnant of the old app is being "called" in part of the programming. Note: removing the app prior to installing the newer version will not "lost" you already setup HUD settings, these reside in the cloud associated to the phone number and extension you were running it with previously.

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joel-johnson4729 commented · Mar 16, 2017 at 03:40 PM

first time posting... can you tell?

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cglassy3135 commented · Mar 16, 2017 at 03:44 PM

That's ok - we are all here to help you go forward! :)

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dana-case4919 commented · Mar 31, 2017 at 08:54 PM

The hidden icon works. Thanks

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joel-johnson4729 commented · Mar 16, 2017 at 05:23 PM

unistalled and reinstalled, restarted my computer, deleted files and reinstalled; nothing is working.

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mike commented · Mar 16, 2017 at 07:25 PM

Joel, Will the app not open at all, or is it opening and crashing?

Are you downloading the app from the web portal? or using another download link? Can you tell us what version you are trying to install?

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Answer 3 · 2017-03-31T21:40:20Z

cglassy3135 answered Mar 31, '17

It is good to note that not every one uses the same set of "other" programs on their Windows 10 machines.

We run several thousand workstations on Win10 64bit OS and none of our 2000+ Polycom VVX500 phone users have this issue.

We have updated the whole organization to Ring Central For Windows 8.4.45 without any frozen startup or other issues.

Ring Central for Windows 8.4.5 is running well for us without any problems.

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Answer 4 · 2017-04-10T14:13:15Z

gwen5005 answered Apr 10, '17 mike commented Nov 27, '17

I have a problem with the Windows Desktop App that sounds like the same thing. I am a brand new install of 8.4.5.25218 loaded on 4/7/17. My computer is running Windows 7 - 32 bit. The app opens sometimes but not always. I can pretty much rely on it failing the 3rd time I try to open it. Sometimes I think logging onto my account using Google Chrome causes issues. I have, on occasion been unsuccessful at getting it to start up after logging off/on.

I have been testing this out trying to find a pattern. I make sure I logoff before exiting the app and before closing a web session. I can't find a pattern as to when the desktop app is going to fail.

I have tried logging on with the desktop app icon, the icon pinned to my taskbar and the icon in my system tray. I have tried both double-clicking and right-clicking and selecting from the resultant menu. Sometimes it works, sometimes not.

Any advice for me?

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mike commented · Apr 10, 2017 at 03:48 PM

Hi Gwen, If your app opens some of the time, then you have a different issue. The issue in this thread won't allow the app to open at all and is usually a hardware dependency issue. You'll probably want to open a support case so our support team can assist.

Mike

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Answer 5 · 2017-05-15T20:57:31Z

michelle-stewart1 answered May 15, '17 michelle-stewart1 commented Nov 27, '17

I've been having this same issue since I updated to 8.4.5.25218 on March 17th. I'm running Windows 10 Pro. I can not open the desktop app unless I click on the hidden icon in the system tray. Additionally, when I have the app open and a call comes in I can't answer the call from the screen that is open. Instead a new, very large screen opens with the new incoming call. Sometimes that screen is so large that the button to answer the call is off screen. Needless to say this isn't very workable when the softphone is my only way to make calls. What is the best fix for this?

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mike commented · May 15, 2017 at 10:37 PM

Michelle, it sounds a bit like a display setting on your PC needs adjusted. I've never heard from anyone that the window pop so large the button is off the screen. You'll probably want to contact live support or open a case and include some screenshots so they can see whats happening on your end.

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michelle-stewart1 commented · May 16, 2017 at 02:58 PM

For me Mike the bigger issue is that if I close the desktop app by clicking the "X" I then can't re-open the desktop app without having to restart my computer. In the middle of a busy workday this is disruptive to my workflow. This only started occurring after the last update in March. When I run RingCentral's built in troubleshooter I notice that in the selection menu for specifying what system I have Windows 10 isn't shown as an option. Is the Desktop App not compatible with Windows 10 Pro? Do I have to downgrade the app to the prior version or is RingCentral working on a fix for this issue?

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mike commented · May 16, 2017 at 05:21 PM

Hi Michelle, It is compatible with Windows 10, but the behavior you described causes some confusion. The X on the RingCentral Desktop app and many other windows applications is not a command to shut down the app. It's a command that simply closes the current window. This is why you can still access the app from the "hidden icons" menu. What I've found to be the most convenient is to just save the RC Desktop icon to the Task Bar. This way when you click the X to close the window, you can simply click the icon on the task bar to re-open the window.

This might seem odd at first but for example some times users will want to keep the undocked HUD display or other RC Desktop window open, but close down the other windows without completely shutting down the app. I hope this helps!

Mike

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michelle-stewart1 commented · May 16, 2017 at 06:47 PM

Yes. The icon is in my task bar but when I close the window via the "X" and even when I exit the app properly by right clicking on the icon in the task bar I still have the same problem of not being able to re-open the app. When I close the app and attempt to reopen it by clicking on the icon in the task bar instead of opening the app window I receive a message that asks me if I want to allow this app to make changes to my device. Whether I click yes or no button nothing happens other than the notification window goes away. I just ran through this again to make sure I wasn't leaving a step out and now I can't even open the app from the hidden icon menu. I use this nearly every day and never had this problem until I updated the app.

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mike commented · May 16, 2017 at 11:39 PM

Hi Michelle, right clicking the icon in the task bar is = to clicking the X on the window. It won't shut down the app. To shut down the application, you'll need to click the Settings (gear wheel icon) and then click "Logout".

For the latter part of your question, it does sound odd that the task bar icon prompts you with "I receive a message that asks me if I want to allow this app to make changes to my device" . Try logging out of the app, uninstalling the app, and then reinstalling it again. Be sure to accept/allow any permissions that you might be prompted for. It's not uncommon for your virus scan/security software to prompt you with such questions. Please allow/give all permissions it asks for. If you continue to have trouble. Please go ahead and open a support case. It would be helpful if you can record your screen so our support team can see exactly what you are experiencing, then attached that recording file to the support case.

If you do open a case please reply here with the case number so we can follow it with you. In the case notes please include any other details; ie. your OS, version of RC Desktop, virus/security software etc.

Mike

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