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.
  • 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.
  • 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.

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 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

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