question

jellybelly avatar image
jellybelly asked ·

Screen sharing drops a lot!

We have been having a lot of problems with Meetings and screen sharing. Sometimes it works fine but very often the presenter's screen pops back to the sharing menu after screen sharing with others connected to the meeting.  RingCentral confirmed our network is setup correctly and we have ruled out our ISP as being the problem. Is this normal for the presenter to occasionally lose their screen sharing? We are using the Meetings app v. 6.0.59781.0124 (most current I believe).
topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image
saadetswift16514 answered ·
Hey JellyBelly,

That's super odd! I see you have a case already open - please continue to work with the Support Agent so we can get logs and get the case escalated if need be. 
2 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

yes, i opened the case a week ago and no answer to my last three questions that I asked a week ago. So... that's awesome.
0 Likes 0 · ·
I've followed up with the Support Agent's Manager on this. So sorry!
0 Likes 0 · ·
bjsvec avatar image
bjsvec answered ·
That is not normal in my experience.  Even though you stated your network and ISP have been ruled out, I would not be so certain.  It sounds like a network issue to me where there may be some short periods of packet loss or something causing this.  Does it only happen to users from within your office?  Do you have some way you could test this by connecting to a different internet for some meetings to see if it happens elsewhere too?

Do you have some internal or outsourced IT support that can investigate the network connectivity and uptime more closely for you?
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

cglassy3135 avatar image
cglassy3135 answered ·
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-05-01 I would second that what Brandon just suggested.    Get some switch performance metrics on your own network side, and perhaps firewall logs as well and review both carefully.  This does sound like dropped packets/packet loss  and it is more likely in your own network, secondarily likely that is a connectivity wobble with the ISP and last likely that it is the actual App or on the RingCentral server end of the tunnel.  If this were my case,

I would also try to recreate the problem on different workstations and see if you can also rule that out.    Do a comparison on more than two workstations. 

One of the first suspect things to always check is "what changed in the hardware or drivers on this machine?"  
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces