Troubleshooting

Softphone known issues with Windows

Here is a list of known issues in the Windows Softphone releases. The issues reported here will be fixed in a future version.

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

RingCentral add-in for 64-bit Microsoft Outlook 2013 fails to display

"Could not load DLL Library" error occurs during installation

Under some circumstances, certain image and PDF files can’t be sent as fax

RingCentral add-on fails to display or work on Internet Explorer



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. To learn how to do this, click on the links below for more detailed instructions.

i. Export Your Outlook 2013 Contacts
ii. Import Your Contacts to Windows Mail
iii. 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 RingCentral Softphone.

Step 2:
Click Menu > Options > Address Book.

Step 3:
Check “Windows Mail” and uncheck “Microsoft Office Outlook”.

Step 4:
Click OK.






RingCentral add-in for 64-bit Microsoft Outlook 2013 fails to display

Symptom: RingCentral 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 RingCentral Softphone from your computer. To learn how to do this, click here.

NOTE: If this step failed, try the following:

Step 1:
Get Microsoft Fix it from http://support.microsoft.co/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 “RingCentral Softphone” or “RingCentral Call Controller”, click Next.

Step 6:
Click “Yes, try uninstall”. Proceed to Step 2.


Step 2:
Next, delete RingCentral Softphone related directories, including registry files.

Step 3:
Then, delete the RingCentral Softphone folders found on the following directories:

• C:\Program Files\RingCentral (for 64-bit Softphone)
or

• C:\Program Files (x86)\RingCentral (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:

  1. Microsoft Visual C++ 2005 Redistributable Package (x86)
  2. Microsoft Visual C++ 2005 SP1 Redistributable Package (x86) (for 32-bit Softphone)
  3. Microsoft Visual C++ 2005 Redistributable Package (x64)
  4. Microsoft Visual C++ 2005 SP1 Redistributable Package (x64) (for 64-bit Softphone)

Step 6:
Restart your computer and reinstall RingCentral 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.

Install 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 RingCentral 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 > RingCentral 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.




RingCentral add-on fails to display or work on Internet Explorer

Symptom: RingCentral add-on fails to display on 64-bit Internet Explorer 10, while sometimes the “Highlight” feature of RingCentral add-on can’t work with 32-bit Internet Explorer 10.

Workaround: Not available at the moment.

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