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Marykay Michaels avatar image
Marykay Michaels asked ·

RingCentral Meetings: Not all participants can hear each other.

We have had instances where we'll have all participants dial in to the Ring Central Meeting but some end up in a separate meeting. For example, 6 participants were in the call and actively talking with each other, and 4 other participants were dialed in to the same number and could hear each other but not our group of 6. It's like two separate meetings are going on. This is a real problem for us.
ringcentral meetings
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Marykay Michaels avatar image
Marykay Michaels answered ·
In that instance there were 10 people total.  I've had it happen with 4 people total.  I could see all 4 logged into the online meeting.  I was talking with one other participant.  The other two could hear and talk to each other, but could not hear us and we couldn't hear them.  It's like they are in a separate call completely, but they dialed in with the same code.  It's happened to us numerous times and is causing us to consider going back to Gotomeeting.  It's not a matter of sound volume - it is like they are in a separate "room".
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That does sound strange. The best thing to do is have those users uninstall the software, then log back into their accounts and download it again. If they were on 7.2.3, it will revert them back to the previous version.  Then when the 7.2.3 patch is complete, it will allow the upgrade again.   If that does not fix the problem, then definitely  Open a Case and let us know the users involved, time & date the call took place and any other details you think are relevant. 

Mike
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It also happens (as it did this morning) when we were just using RingCentral meetings for the audio portion.  We were using something else for the online portion of the meeting.  I'll open a case with those details and see what happens.

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It's happening with RC meetings as well as regular conference calls?  Try uninstalling and reinstalling the RC Meetings app too.
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Thanks.  I'll do that.  
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OK and if there are any issues after reinstalling be sure to let us know. Thanks

Open a Case 

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pabst answered ·
My office has the same issue. If some people dial in vs some use the link to connect from their ios they end up in separate rooms. We can't figure this out either.
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It sounds like they are probably connecting to different rooms. (maybe like in Kim's example above).  For us to be sure, we'll need to know specific details.  If you are able to provide us the time/date of the meeting and specifics from the individuals that are trying to dial in and  connect to the meeting, (what method, numbers they are dialing etc. we should be able to figure it out. 

If you need to provide numbers and other personal details use this link to open a case:  Open a Case
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dirk-ochs avatar image
dirk-ochs answered ·
We are having this issue as well. Hate paying for something that doesn't work half the time.
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Hello Dirk,   This is almost always an issue with how the users are trying to join the conference.  Please see Kim's post above. Many people get the RC Meeting (video conference) confused with regular conferencing and try to dial in with the wrong number. 

If you are sure these users are dialing in correct, but still having issues, then please obtain the details, time, date, # they dialed, # calling from etc. and open a support case. 



Thanks!

Mike 
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They were trying to log in with the correct info so that's not the issue. Some of our people could get into the meeting and could hear other people but the others couldn't hear them. Others couldn't get into the meeting at all.
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stephanie-clairmont avatar image
stephanie-clairmont answered ·
We are having this issue as well. For the past two meetings.

EVERYONE is using the SAME MEETING ID, some simply click the link and others dial in. 

This is a real issue as I am using the conference line for a paid program, so if participants can't join the conference than my product is not very valuable and I need change providers.
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Since you have verified the correcting meeting info, please open a web case and let me know the case number please so I can follow up with it.  

The support agent will need a call sample (2-3 if possible) within 24 hours
  • Date of call
  • Time of call + time zone
  • TO: Called Number - meeting dial in number
  • From: Called Number 
  • Result: what occurred 
  • Meeting ID information. 
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pabst avatar image
pabst answered ·
The Dial in takes you the the "audio only" room & the link takes you to the "video" room. Should be one in the same, but is not for some reason. We delete the iPhone link now since it's confusing.
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PABST ,   Can you open a support case as Kim instructed above.  In your case please include the call samples and a screenshot  of the invitation showing the dial in numbers and links. 

Mike 
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mike avatar image
mike answered ·
So there were 10 people total?  Could you see all 10 people in the attendee list?   If so, it may have something to do with our most recent software release, and there are a couple things you can do. 

1. You can check/change the Windows sound control settings as shown on this thread:  After updating softphone to 7.2.3 - volume is low

2. If those who can't hear, on on v 7.2.3, you can uninstall the software, then log back into your account and re-download the RC Desktop application again.


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