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chris avatar image
chris asked ·

Mobile App not ringing

I have one Nexus 9 with the RingCentral App that operates as expected. However, I have tried to setup 2 others that refuse to ring. They are currently running Android 5.0 ( they have been tested with 5.0.1, 5.0.2, and 5.1.1) and RingCentral Ver. 7.2.0 .  Has anyone else had this issue? I have been wanting to use these as replacement desk phones for my company's owners.
mobile appnot ringing
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Thanks for the follow up. Glad you have it working!  Let us know if you need anything else. 
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Hi Mike, I have the same issue Chris below has: I am not able to swipe/accept a call because the button doesn't work. The sane is true for mainly all buttons within the app. To get into 'call lock' or messages takes me about 2 minutes. This is unacceptable. Please advise
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Johanna - cal you please provide more details? What kind of phone do you have? What version of the app do you have? Have you tested after a hard reboot? 
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Android, v 8.1.2.1.8. Of course I have done several hard reboots. Basically no button within the app, especially when I wish to pick up a call is responsive fast enough. The caller hangs up by the time the app recognizes me picking up or it take me literally 2.5 minutes to open the call log or a text. 
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What kind of android do you have? Version? 
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chris answered ·
The two that we have are getting around 10 calls a day. The only complaint is that the answer button on Bluetooth headsets will not actually answer a call.
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mike answered ·
HI Chris,  I haven't heard of any problems with any of the Nexus devices.  Double check the setting shown here: 

The first thing to check is:  Log into that extension and go to  Call Handling & Forwarding > Desktop & Smartphone and make sure it's set to the "On" position. 



On the mobile device, make sure you have the "VoIP Calls" and "Incoming VoIP Calls" turned on.  For cell phones, turn on 3G/4G. 


Also, make sure that the DND setting is not turned on. 


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Hi Mike, I can't find the DND setting on my Iphone app. The video tutorial says you can swipe left or right to get to the above screen where DND should be located, but swiping left or right doesn't do anything on my app.  Do you have any suggestions?

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If you don't see the image above, then you may be on the newest version. We just pushed out an update. This page shows screenshots from the newest release. Changing the DND Status on your Mobile App

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Tudor Codreanu avatar image
Tudor Codreanu answered ·
This reply was created from a merged topic originally titled android app not ringing. No matter what I do, I cannot get the ring central android app to ring on my cell phone, even though the setting specifically request for the incoming call to be routed first to the smartphone. All the setting are correct, tried uninstalling and logging in/out a few times. DND is not on, VOIP calling is on, the actual feature is turned on. Very disappointed.
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chris answered ·
For what it's worth, I don't think Tudor issue is the same as what i had. My tablet would  "ring" but it wouldn't emit any noise. 

Tudor's issue seems that the call isn't even being routed to the RingCentral app on his phone.

I admit, the title of my topic is a little confusing.
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Hi Chris,   if the mobile app rings, but you just don't hear anything, then it sounds like a volume/audio setting on the phone. What model of table are you using?  Maybe there are some custom settings somewhere on the tablet we can look for? 
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J.B. Ferguson answered ·
Chris,

I agree. There was an entire thread towards assisting Tudor but that didn't get merged over. I don't know why this was merged. One would have to click on the original title shown above to see the rest of his thread.

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Tudor Codreanu answered ·
It works now; of note you must log in with your direct line and not the main number for the app to work, I would make a note of that somewhere on the website as the whole experience was very frustrating. You also need to have VOIP on and all its options for the incoming calls to work on the app. Just out of curiosity, how come you can't have the app work over the cellular network and you must leave VOIP on? 
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RingCentral is a VoIP based phone system, which means it requires an IP based network to send packets of information over. Therefor in order for it to work, the mobile app always needs access to the internet ie. the phones 3g/4g signal, or a wifi network the phone is connected to. 

Mike 
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Randy Hilyard answered ·
This reply was created from a merged topic originally titled Call Handling and Forwarding to other user's phones. When selecting "Forward to other user's phones" you are only forwarding to their softphone or desk phone, not their mobile app.  I was hoping to select a user off the list that opens and have it ring their softphone and mobile app.  We don't use desk phones.  I can add someone's mobile number under "Then forward calls to" but then they answer the call in the native phone app, not the Ring Central mobile app.  That disables any call handling options after they because they are not in the mobile app.
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This is not the same issue I am having.  I may not have explained the setup correctly.  I am trying to add another user under my Call Handling and Forwarding.  I can add a user by clicking Forward to other user's phones.  After adding someone from my company list they appear and forwarding to their softphone works, see images.  What doesn't work is that a call doesn't go to their mobile app. I called Support and they said that the "Froward to other user's phones" only goes to softphones and desktops. Support acknowledged that it doesn't forward to the mobile app. I was hoping that other had this same issue and it would be added as a feature request.

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If their softphone is ringing, but the mobile app is not, then it's likely a configuration issue on the mobile app.  Be sure they are logged in with the same phone number and that the mobile app settings are turned on like shown in the images above. If you still have problems, give us a call. 

Mike 
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I just had this issue today and I think Randy is correct. Incoming calls are routed to my receptionist's extension (and it rings on her desktop app and mobile apps simultaneously). If she misses the call, it is then forwarded to my extension. However, it only rings on my desktop app and will not ring on my mobile app. We are not using physical desk phones. 

I realize I could set up another level of forwarding directly to my cell phone, but I would not be able to answer the call in the mobile app, which means I lose certain features. 

Tech support confirmed they do not have a fix. This seems like a basic feature that should be addressed. 

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