Inbound Call to Contact Center Opens Windows Explorer

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Symptom

When receiving an inbound call in 8x8 Contact Center, a Windows Explorer window opens for users on Windows 10 and 11. The expected behavior is that the 8x8 Work for Desktop app should be open instead.

Applies To

8x8 Contact Center
8x8 Work for Desktop
Windows 10
Windows 11

Resolution

Make sure the Windows operating system is up to date, and the virus scan is completed. Then follow the procedure below.

Remove the 8x8 Work for Desktop app from the control panel.
Reboot your device.
Download the 8x8 Work for Desktop app and reinstall it.
Make a few test calls to confirm the problem is resolved.

Cause

Windows 10 and 11 registry app data somehow identifies the file explorer window or application as the 8x8 Work for Desktop app, and opens the file explorer instead of the 8x8 Work for Desktop app when a call is received in 8x8 Contact Center.