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Paul McGarr avatar image
Paul McGarr asked ·

Mobile App: Does Not Ring

Installed app on my iPhone, then I call the number to test... no ring.
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Don't know what team viewer is but I can probably do that after I get my kids lunch.
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Remote control software.  This way I could login to your account and see the call flow.

This should be easy once I could see what is happening to the calls

Chuck

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Tried calling, got voicemail so just hung up. Send me a link and I'll install the client. Assuming you are talking about PC/MAC?
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larry-solheim answered ·
First thing I would do if you are trying to use the app on 3G or 4G need is to verify that option is turned on. It may be set to only allow calls on Wi-Fi. You will find the allow calls on 3G/4G me in the settings. Other than that I would call Support I'm sure they could fix it for you.
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Paul McGarr answered ·
I have 3G/4G enabled but am also on WiFi. Support may be able to help but wait time is so long I get angry and hang up. I've waited 40 minutes, only to get disconnected. Will not do that again.
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larry-solheim answered ·
I would also verify that your settings in the online control panel are set properly. I would check under call handling for the line you're trying to work with to see if there any options there. Otherwise I would delete the app and try and reinstall it then make sure you're signed in. I wouldn't get discouraged, lots of people use the app every day. Normally it is much easier to get into support, although it's frustrating they are your best source of help.
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Paul McGarr answered ·
I checked everything I read to check, both online and in the app. I also uninstalled and reinstalled the app. Just doesn't ring/vibrate/notify, etc. I can make a call without issue.
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Paul McGarr answered ·
Yes, and zero second wait.
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
What does your call log say?

Do you have the notify smart phone set to yes in call handeling?

Chuck
Certified Ring Central Installer
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Not forwarding, trying to use softphone app on cell phone, not cellular call with native phone app.
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larry-solheim answered ·
You sound pretty savvy so I am assuming that you checked the notifications option on your iPhone to make sure notifications for the RingCentral app are on. Also I would close all the apps on your phone shut your phone off and turn it back on. Then start RingCentral. I have found that cured many notification problems on many apps.
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Chuck Fuscone answered ·
Just google Teamviewer.  Latest version is 9 I think.  It is free.

Teamviewer.com

I am back now and should be here for a while at that number

Chuck
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tony-dye answered ·
I may be seeing a variant on this. When the iPhone is locked, there is no audible ring, just a screen notification. If the iPhone is unlocked, I get audible. Curious.
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1) Under Call Handling & Forwarding in your Settings online, make sure Desktop App & Smartphone is turned ON. 
2) Log into app on iPhone with your Digital Line (NOT the main number and extension). 
3) Make sure VoIP Calling & Accept Calls is turned ON inside the cell phone app. 
4) The cell phone cannot be on silent or vibrate if you want an audible tone. As long as the app is running in the background and it's not on silent, it should ring.  

Try and test.
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It gets even more interesting. If I tap the power button, so the phone is in the "slide to unlock" condition, but hasn't actually locked down requiring login, it still rings. But if it gets to the point of needing the passcode (or fingerprint, etc.) then it doesn't ring. So, seemingly I can have security, or a ringing phone, but not both.

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Hi Tony, Can you try to uninstall and reinstall the mobile app and test it again.  If it still does the same thing can you open a case and be sure to include what model of phone and which iOS version you have.  Open a Case
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In our brief testing today, it does seem to be working now! that's great progress. We have noticed that for a couple of our users who use Apple Watch that the notify via the watch is still a problem, but we have seen the answer to that.

Thanks Mike!

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lucas-shelton answered ·
This reply was created from a merged topic originally titled Doesn't always ring with iPhone. The app doesn't always ring on my iPhone.  I'd say one out of every five calls I'll miss because it doesn't ring my phone/app.  Just a bit ago I looked and it showed a missed call on Ring Central, but the phone didn't actually ring.  It was sitting right beside me with the ringer on. 
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I've seen this same behavior when I was using the iPhone app. As far as I could tell, it had nothing to do with my RC settings. If I hadn't used the app for a few hours, calls would stop coming through until I relaunched the app.  Maybe iOS is shutting down some service to save battery?  Since switching to android I've never had this issue.
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Lucas - Billy is correct, if all of your settings are correct (listed above) then it's an issue with the phone.  Please do a hard reboot on the iPhone and see if that helps. Also have you contacted support, what is the case number? 
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Ahh yes, the good ole "pass the buck."  I haven't opened a case yet, I'll do that when I have time.
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