02/20/18 23:41 PM  

Troubleshooting Desktop app Issues such as White screen / Black screen / Hollow Window / Win Hook errors

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SummaryRingCentral Desktop app 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


Problem

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

• Laptop is connected to Dell dock for dual-monitor set-up. The Desktop app is launched, it shows a blank screen.
• Laptop is docked but extended monitor is off. The Desktop app opens without any issues.
• Laptop is disconnected from the dock. The Desktop app opens without any issues.
• Uninstalling/reinstalling the RingCentral Desktop app does not resolve the issue.
 

Environment

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

Workaround

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

To get the Desktop app's version, you may go to Finding the version of your RingCentral Desktop app for instructions.
 
Step 1: 
Log out of RingCentral for Windows. 

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

Step 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.

Step 4: 
Open the RingCentral Desktop app. The RingCentral Desktop 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. 


For older versions of the RingCentral Desktop app, follow the steps below: 

Step 1: 
Uninstall all previous versions of the RingCentral Desktop app. 
To uninstall, go to Control Panel\All Control Panel Items\Programs and Features, select RingCentral for Windows, and then click Uninstall.

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

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

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

Step 4: 
Delete the RingCentral folder.

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

Step 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
 

Step 1:
Open notepad. 

Step 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.

Step 3:
Save with name config.ini, and then Save as type: All Files

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Finding the version of your RingCentral Desktop app 

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

Step 1:

With RingCentral for Windows open press Ctrl+F1.

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Step 2:

From the menu that appears select App folder.

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Step 3:

Scroll down, and then right click on Softphone

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Step 4: 

Select Properties

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Step 5:

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

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