SoftPhone NOT Working in MAC OSX and Windows 7 64-Bit

[mdevji]

My apologies if this has been posted before however I was unable to carry out a search in the forums as it told me: 'The following words in your search query were ignored because they are too common words:'

I searched words like Mac OSX and Windows 7 64-Bit.

Anyhow the issues are twofold.

1. I registered and downloaded the Mac OSX version of the Softphone software. Upon completion of installation I went to launch it. The application opens up but then subsequently closes. I un-installed and re-installed and tried this several times but to no avail. I initially thought it might have been a Java issue but as those familiar with Macs know Apple does it own distribution of Java software through Software Update and my Software Update is well Up to date. I called FPL support for assistance and while the tech was very polite she proved quite unfamiliar with Mac OSX. I thought I would be transferred to a tech who was familiar with Mac but rather was put on hold and promptly told again that she was not familiar with Mac, I should check my Java (which I have done) and if that failed I should check the forums. Not impressed...

2. On the same aforementioned call when she told me she was unfamiliar with Mac OSX and tried to get to 'check the forums', I then informed her I had the same issue with Windows 7 64-Bit. I downloaded and installed the SoftPhone software and at the start of the installation it installed the necessary Java software after which it installed the SoftPhone. Upon completion of the installation wouldn't you know it, same result it appears to start but then does not (I see in the Task Manager the exe file starts but then promptly disappears). When I informed the tech of this she said well try uninstalling the SoftPhone and re-install as perhaps the Softphoen did not install correctly while the Java software was not installed. In other words go backwards (Java first Softphone second). I didn't have the heart to tell her that's how it happened anyways. Also I am an IT guy so I know where to get Java software from but a regular user would only see the Java software installed when they actually install the SoftPhone as it prompts the Java software installation.

I have to say as a new FPL customer (who also bought the config file today...). I was NOT at ALL impressed with my first encounter with Support. Very unprofessional and nothing personal against the tech but she clearly had NO clue of what she was doing. I at least thought I would be transferred to a tech familiar with Mac OSX before she tried to get me to check the forum. I don't want to get into a bashing session of the tech or anyone else for that matter as it is counter productive, I simply want to get the SoftPhone to work.

Anybody have any ideas? FPL Support if you read this do you have any ideas?

[FONGO_steve]

At present time the Mac release is new to us - we are still seeking support personnel who are familiar with the OS-X environment and it's necessary troubleshooting.
Let me ask the guy who wrote it - he'd be the most familiar here.

[mdevji]

Fair enough, what about the Windows issue? Any ideas on that?

[FONGO_steve]

In your Mac's home dir, there should be a hidden folder called '.FreePhoneLine'

If you are able to try running the program once, then zip up that folder after it crashes and send it to me that would be great. There are some logs in there he would like to take a look at.


As per the Windows issues - I find it incredibly weird that you're getting the same problem on two different OS's. Especially the fact that it's an uncommon issue - the few times I've seen this before the re-installation of java/the softphone has fixed it.

You mention being an IT guy, have you done any system tweaking that you can think of that may affect software or Java? Any other software running that may block/shut down a program if it finds it's suspicious or anything?

[mdevji]

Where in the home directory would I find it? I was able to unhide the folders and files but this folder does not show up in the root of the home directory.

I will try with the windows version to wipe all away, get Java files from Sun website and try a fresh SoftPhone install and see if that works.

[mdevji]

I have searched my Mac up and down activated viewing of invisible files/folders did a search through finder and manually and there is no such folder. Any other suggestions?

[mdevji]

Same problem with Windows. Got rid of SoftPhone, and ALL Java software. Did fresh installation of Java (32 adn 64 bit) and then SoftPhone and same thing.. Any ideas?

[swj]

I have the same problem
i am not an 'IT' person tho
i am using windows 7
i try to launch the softphone but it disappears
how do i make it open? (i recall that it opened originally)
thanks