08/23/18 17:41 PM  

RingCentral Phone - Troubleshooting White Screen, Black Screen, Hollow Window, Win Hook Errors

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SummaryThe RingCentral Phone shows a blank white screen when launched on a monitor that is connected to a docking station. When launched on a single screen, it works properly.
Details


Troubleshooting White Screen, Black Screen, Hollow Window, Win Hook Errors


Problem

When the RingCentral Phone is launched on a laptop connected to a docking station with multiple monitors, the app only shows a white screen / black screen / hollow window / gets Winhook error / have rendering issues.

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Symptoms

• Laptop is connected to Dell dock for dual-monitor set-up. The app is launched, it shows a blank screen.

• Laptop is docked but extended monitor is off. The app opens without any issues.

• Laptop is disconnected from the dock. The app opens without any issues.

• Uninstalling/reinstalling the RingCentral Phone does not resolve the issue.


Environment

   Product   RingCentral Phone   9.1 (all versions)
   9.2 (all versions)
   9.3 (all versions)
   Operating System   Windows 10

 

Workaround

If your RingCentral Phone's version is 9.3.x, continue below. Click here for instructions if you are still using an older version of the app.

To get the app's version, you may go to Finding the version of your RingCentral Phone for instructions.


1. Log out of RingCentral for Windows. 


2. Go to the System tray, and exit out of RingCentral for Windows (right-click on the RingCentral Phone's Notification icon and select Exit). 


3. Download the config file and place it into the following folder: C:\Users\<LOGGED IN USER>\AppData\Local\RingCentral\SoftPhoneApp

NOTE: Click here to download the config.ini file.


4. Open the RingCentral Phone. The app should open without issues.

NOTE: The config.ini file from the download link contains the following line value: QtRenderMode="Angle". If the problem persists after placing this file into the specified path, you can create a new config.ini file with a different line value and place it into the path instead of the file from the download link. Go to How to Create a Config File for instructions. 
 


1. Uninstall all previous versions of the RingCentral Phone. 

To uninstall, go to Control Panel\All Control Panel Items\Programs and Features, select RingCentral for Windows, and then click Uninstall.


2. Go to the Program Files x86 Folder (C:\Program Files (x86), and delete the RingCentral folder if it is there.

NOTE: Ensure there are no Outlook or Meetings integrations within this folder. If there are, delete everything except those.


3. Go to C:\Users\<LOGGED IN USER>\AppData\Local\


4. Delete the RingCentral folder.


5. Download and install the RingCentral Phone version 9.3.3 from the following link: http://downloads.ringcentral.com/sp/RingCentralForWindows-9.3.3.msi 


6. Download the config file and place it into the following folder: C:\Users\<LOGGED IN USER>\AppData\Local\RingCentral\SoftPhoneApp. Click this link to download the config.ini file.

NOTE: The config.ini file from the download link contains the following line value: QtRenderMode="Angle". If the problem persists after placing this file into the specified path, you can create a new config.ini file with a different line value and place it into the path instead of the file from the download link. Scroll down to How to Create a Config File for instructions. 


How to Create a Config File


1. Open Notepad. 

2. Paste the following line: QtRenderMode="Angle"

NOTE: If ="Angle" does not resolve the issue, you can try changing it to ="OpenGL" or ="Software" as these may resolve the issue when ="Angle" does not.

Save with name config.ini, and then Save as type: All Files

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Finding the version of your RingCentral Phone

For instances where the RingCentral Phone's window is blank, you can still access the version information by following these steps.


1. With RingCentral for Windows open, press Ctrl+F1.

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2. From the menu that appears select App folder.

App folder


3. Scroll down, then right click on Softphone

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4. Click Properties

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5. In the Softphone Properties window, select the tab for Details. The number next to Product version indicates the version of the application that is currently installed.

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