RingCentral V.9.0 Crashing With Incontact Pairing

  • 1
  • Problem
  • Updated 6 months ago
Hello RingCentral,

We currently have our Sales/CS agents running RingCentral v.9 & 8.4 with INContact integrated to track performance and SLAs.

I've noticed we have been experiencing issues that include but not limited to the following since the update on v.9:

* Sales/CS agents RingCentral leg crashes when receiving incoming calls
* Ringcentral application goes in crash loop of death when attempting to opening.


Here is a copy of the crash report for reference:

Problem: Halt on unexpected exception at location WinHook
Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x68E92471; read 0x00000000;
 * stack trace *
DisableSubmitThread
DisableSubmitThread
DisableSubmitThread
XopOpenLinkedAdapter
XopOpenLinkedAdapter
SetThunkProxyBypassMode
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
getEGLInterface
DrvDescribePixelFormat
wglCopyContext
wglGetPixelFormat
wglSetPixelFormat
SetPixelFormat
<undef>
QOpenGLContext::makeCurrent
QCoreApplication::processEvents
QSGRenderLoop::setInstance

Details: Exception
>>>
Halt on unexpected exception at location WinHook
Windows Exception EXCEPTION_ACCESS_VIOLATION (0xc0000005) at 0x68E92471; read 0x00000000;
 * stack trace *
DisableSubmitThread
DisableSubmitThread
DisableSubmitThread
XopOpenLinkedAdapter
XopOpenLinkedAdapter
SetThunkProxyBypassMode
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
DrvPresentBuffers
getEGLInterface
DrvDescribePixelFormat
wglCopyContext
wglGetPixelFormat
wglSetPixelFormat
SetPixelFormat
<undef>
QOpenGLContext::makeCurrent
QCoreApplication::processEvents
QSGRenderLoop::setInstance

<<<
ESS::Assertion in thread 3460 @ ..\..\..\src\Utils\ErrorsSubsystem.cpp:383 in void __cdecl ESS::HaltOnUnexpected(const struct Utils::ExceptionInfo &,const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)
* Stack trace *
ESS::BaseException::GetStack
ESS::BaseException::BaseException
ESS::HaltOnUnexpected
`anonymous namespace'::ExceptionFilter::UnhandledExceptionFilterProc
UnhandledExceptionFilter
RtlCaptureStackContext
RtlGetAppContainerNamedObjectPath



In the interim we have had to roll back our users affected by this issue to a legacy version of RingCentral. Let me know what solutions you we may have on this.

Thanks
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Kolawole Anderson

  • 70 Points
  • disappointed

Posted 1 year ago

  • 1
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AK, Official Rep

  • 4,382 Points 4k badge 2x thumb
Hi Kolawole Anderson,

What version of the RingCentral for Windows are you on? 

Per our RingCentral Softphone team, this issue should be not be seen with the latest version of RC for Windows. Could you try installing the latest release ( v9.1.6 ) on our app gallery and see if the crash is reproducible.
https://apps1.ringcentral.com/app/312709020-4817910207gufiGT3T3CCuCP37hMDaQ~cClyYiqISQG0fiDVL1nA-w-...

If the app is still crashing, you would need to open a support case with our General Support Team with the appropriate details and the case would be immediately directed to the concerned team. 

Note : Since this is a General Community question, you might need to post the question on our General community for speedy answers from the team:
https://community.ringcentral.com/ringcentral
(Edited)
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Sandeep Pandey

  • 60 Points
Is it possible that the above issue could be a result of insufficient memory (RAM)? I'm getting the same issue.