Troubleshooting
Tools - Softphone - Known Issues with Windows - Troubleshooting
Here is a list of known issues in the Windows Softphone releases. The issues reported here will be fixed in a future version.
User is unable to set Microsoft Outlook 2013 as Softphone's Address Book
Symptom: When trying to set Microsoft Outlook 2013 as Softphone’s Address Book (under Menu > Options > Address Book), Softphone prompt the error message “No profiles containing Contacts could be found.”
Workaround: Export your Outlook 2013 contacts as a CSV file and import the file to your Windows Mail, then set Windows Mail as your Softphone Address Book.
- Export Your Outlook 2013 Contacts
- Step 1:
Click File > Open & Export. - Step 2:
Click Import/Export. - Step 3:
Click Export to File and then click Next. - Step 4:
Click Comma Separated Value. - Step 5:
Click Contacts and then click Next. - Step 6:
Click Browse, choose the folder where you want export the CSV file and input the file name like “xxx.csv”. Click OK. - Step 7:
Check “Export ‘Contacts’ from folder: Contacts” and then click Finish.
- Step 1:
- Import Your Contacts to Windows Mail
- Step 1:
Open your Windows Contacts folder. Usually it is under “C: Users\Your User Name\Contacts”. - Step 2:
Click Import on the Toolbar. - Step 3:
Click “CSV (Comma Separated Value)”, click Import. - Step 4:
Click Browse, select the file you just exported from Outlook 2013, click Next. - Step 5:
Click Finish.
- Step 1:
- Set Windows Mail as your Softphone Address Book
- Step 1:
Open Business ConnectSoftphone. - Step 2:
Click Menu > Options > Address Book. - Step 3:
Check “Windows Mail” and uncheck “Microsoft Office Outlook”. - Step 4:
Click OK.
- Step 1:
Business Connect add-in for 64-bit Microsoft Outlook 2013 fails to display
Symptom: Business Connect add-in failed to display even it’s already enabled for Microsoft Outlook.
Workaround: Use Softphone to make call or send fax instead.
"Could not load the DLL Library" error occurs during installation
Symptom: Softphone fails to be installed due to the “side-by-side configuration” error.
Workaround: To fix this issue, follow the steps below:
IMPORTANT: The steps below must be followed exactly as listed below in order to resolve the issue.
- Step 1:
First, uninstall Business Connect Softphone from your computer.
NOTE: If this step failed, try the following:- Step 1
- Get Microsoft Fix it from http://support2.microsoft.com/mats/program_install_and_uninstall.
- Step 2:
- Run Microsoft Fix it, then click Accept.
- Step 3:
- Select “Detect problems and apply the fixes for me (Recommend)”.
- Step 4:
- Click Uninstalling.
- Step 5:
- Select “Business Connect Softphone” or "Business Connect Call Controller”, click Next.
- Step 6:
- Click “Yes, try uninstall”. Proceed to Step 2.
- Step 2:
Next, delete Business Connect Softphone related directories, including registry files. - Step 3:
Then, delete the Business Connect Softphone folders found on the following directories:• C:\Program Files\Business Connect (for 64-bit Softphone)
or
• C:\Program Files (x86)\Business Connect (for 32-bit Softphone) - Step 4:
Next, Uninstall Microsoft Visual C++ 2005 Redistributable and Microsoft Visual C++ 2005 Redistributable(x64) from the computer to remove pre-release or corrupt files. To learn how to do this, follow these steps:- Step 1:
From Control Panel, click Programs, and then Programs and Features. - Step 2:
In the list of installed programs, browse to entries starting with Microsoft Visual C++ and/or MSVCRT. - Step 3:
Select them one by one and click Uninstall/Change to remove the program.
NOTE: Remember to delete all entries, not just one. - Step 4:
Restart the computer. Proceed to Step 5.
- Step 1:
- Step 5:
Reinstall Microsoft Visual C++ in the order in which links are provided:
- Step 6:
Restart your computer and reinstall Business Connect Softphone downloaded from Service Web. - Step 7:
Run Windows Update again (up to 3 times at least) in order for the remaining Microsoft Visual C++ components to fully update. Click the link below for help with Windows Updates. - Step 8:
Restart your computer, if you're prompted to reboot after each update please do so, and launch the application(s) that you were getting the side-by-side error before to see if the issue is resolved.
NOTE: Most of the side-by-side error cases should be resolved if you follow the steps above. If the side-by-side error still occurs, please contact Business Connect technical support.
Under some circumstances, certain image and PDF files can’t be sent as fax
Symptom: Sometimes user fail to use “drag and drop” or “right click the file > Send to > Budiness Connect Internet Fax” to send an image or PDF format fax.
Workaround:
To resolve this issue, follow the steps below:
Step 1:
Install Adobe Acrobat Reader.
Step 2:
Open Softphone “Send Fax” window, attach this file, and then send the fax.
Business Connect add-on fails to display or work on Internet Explorer
Symptom: Business Connect add-on fails to display on 64-bit Internet Explorer 10, while sometimes the “Highlight” feature of Business Connect add-on can’t work with 32-bit Internet Explorer 10.
Workaround: Not available at the moment.
Need more support?
For billing and account queries, call us on 1-844-626-6638, 8am - 5pm local time (Monday to Friday). Key in your Business Connect number to reach our dedicated support team.
To add/change services, request a call back and we'll get back to you within 1 business day
For technical support (issues and repairs) call 1-844-626-6638 24/7