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john12345678910111213141516171819 avatar image
john12345678910111213141516171819 asked ·

Can't connect to meeting as user

I have a meeting link, I can connect on a remote computer, but I can't connect on my workstation. I have the latest updates on Windows 10, I use Google Chrome to launch the url, and I've uninstalled and reinstalled the RingCentral app.

I have done a speedtest and show 50 down, 9.5 up, I've disabled the firewall and turned off my AV, still doesn't connect.

I tried calling support, but since I don't have a ring central number they don't care about me. Any ideas why this doesn't work?
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john12345678910111213141516171819 avatar image
john12345678910111213141516171819 answered ·
So does anyone have any ideas as to why I can't get a connection to a meeting?
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey john, in order to help, we'll need more information about what's going on. Are you getting an error message? Is your remote computer on a different network than your workstation? If so, there might be something on the workstation network blocking your ability to connect to RC Meetings. Is this just one user who is having an issue, or are multiple people experiencing the same thing? The more details the better! :)
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No, I simply cannot connect

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J.B. Ferguson avatar image
J.B. Ferguson answered ·
John,

If you are trying to run meetings on a Mac, this thread (and several others like it) shows an issue that is occurring.

https://community.ringcentral.com/ringcentral/topics/unable-to-log-in-to-ringcentral-meetings-from-o...

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john12345678910111213141516171819 answered ·
Computer is set up the same as every other computer in our organization. the routers are exactly the same at all sites. Other users in the office can connect, and this one has previously connected, but usually it says trying to connect, then after about 5 minutes it times out, and then says the meeting is over.

Since I'm in IT and not the person who started the meeting, I'm not able to talk to support since they only talk to the account holder. We've confirmed this machine is fully patched.
We are using:
  • Windows 10,
  • Chrome,
  • Webroot AV (tried with it disabled as well)
  • Tried with the firewall off, no change
Don't know what else would be affecting it.

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saadetswift16514 avatar image
saadetswift16514 answered ·
Hmmmm....I'll need some more background info.

1) Does your office have a RingCentral account? Or are you using Meetings because someone outside of your organization would like you to?
2) Can you clarify when this started happening? 
3) Could you expand on "We've confirmed this machine is fully patched."?
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hmm...Have you tried simply copying and pasting the Meeting ID into the RC Meetings app, instead of clicking on the link?

What about switching your default browser to Firefox? I'm wondering if it is machine, internet, or browser related and this will help narrow it down.
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john12345678910111213141516171819 avatar image
john12345678910111213141516171819 answered ·
1. As I stated I don't own the Ring central account, if I had it, maybe support would talk to me, however as I don't own the account they don't care. I don't know who owns the account that this meeting is hosted with.

2. We have had 3 meetings that this user is trying to connect to, first one failed, second worked, third failed. All have happened in the past 2 weeks.

3. We use ConnectWise Automate to monitor and control patching in this environment. This computer has all updates that are provided by Windows. Also we are using Chrome. When checking for updates through our tools, or by going into the update tool on the machine, it says there are no other updates. Same for Chrome. There are no pending updates available, and we have rebooted in accordance with how Microsoft requires us to do so. (I have 20 years of experience in IT support roles, it's patched and rebooted)

No errors are presented, just says can't connect, then tries alternate, then says meeting is over. the message is not at all helpful.
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saadetswift16514 answered ·
Hey John,

I spoke with our Tier 3 Support Team and based on the information you provided, it sounds like it's something localized to your network and setup. So! I would check out this article that references the IP Addresses and Ports that need to be enabled for RingCentral Meetings. Maybe that will help! :) I would also double check your firewall settings again to verify that there isn't something there blocking proper communication.
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john12345678910111213141516171819 answered ·
I did see that article, and as I said, it didn't work, then it did work, then it didn't work. Based on the article you quoted, all traffic should be going on port 443, which is unrestricted in our environment. We have tested with several other applications and use that port in our daily tasks, I suspect that something else is going on with your application.

It's too bad you don't have a test meeting server available. I see there is a 3+ year old request for that.
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This is not helpful at all
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I need tech help
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Hi Warren, 

If you need some tech help, you can always reach out to our Tech Support team by opening a case! 

Open support case online 
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john12345678910111213141516171819 avatar image
john12345678910111213141516171819 answered ·
So we had another meeting today and we set up the user's workstation in a DMZ with all traffic allowed in and out, and the meeting worked. Previously we had double and triple checked the article that was referenced above. The only port that is listed is 443.

This article is not complete and should get updated with the full list of ports that need to be opened. We can NOT leave this workstation exposed in this manner. We are legislated to maintain a certain level of security because of the business needs. We can open ports if needed, but opening all traffic in and out of a workstation opens up a bunch of liability and exposes the company to too much risk.

@Saadet, Can you ask the Tier 3 Support team for the actual list of ports that need to be open?
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Hey john, when it comes to RC Meetings, that is the only port that needs to be open. There are other ports that should be open, listed in that article, depending upon the application you are using.
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We have issues with Meetings in a Citrix environment where the "connecting" pop up spins for several minutes.

This has been traced down to proxy bypass list length (if proxy is enabled but bypass list is empty, it connects immediately)  If the proxy bypass list is full, it takes up to 5 minutes before finally connecting to a meeting.

Everything has been whitelisted/opened and doesn't appear to be network related as it has no issues when bypass list is empty.

Running ProcMon, there are almost 4 times as many events with Windows Registry key create/read/write that appear to be taking up the time.

This isn't network related because ProcMon shows networking time between two environments the same - the event count is higher with the more entries in the bypass list - almost like it's enumerating every entry through IE settings/registry keys.

Anyone else have this issue?
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