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rob-jordan asked ·

Not receiving inbound text messages - random

I am not getting all of my inbound text messages. This has been going on for a few days. I sent myself separate text messages today in this order: "1, 2, 3, 4, 5, 6" ... I only got 1, 4, 6 (out of order) and 5 .. I have had clients commenting that I have not responded to their text messages. I have not received them, nor have I received the notification emails from RingCentral. 
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carol-mccormick avatar image
carol-mccormick answered ·
This is happening to me too. I don't know if I should start a support ticket or not. It's random. I received a text from a client asking if I received a text they sent the day prior, which I did not. Has happened with two clients and started a few days ago. I've run tests by texting my personal phone and my spouse's that went through fine.
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carol-mccormick answered ·
I did decided to go ahead and open a case and found out that this is a system wide problem that is impacting a lot of people. They are apparently working on fixing it, but I got the impressions it's been going on for a while.

4 comments
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I received the following response to my support ticket:

"The issue that you have reported in this ticket is related to a Known Issue we currently have in our system.

At this point, we will be placing this case into a PKI Hold status. PKI stands for Product Known Issue. This means that we are investigating it as a bug on our side and there is no currently available ETA when it will be resolved. We have reproduced the issue and are working on resolving it. You will not receive much in the way of correspondence while they resolve this issue, however you will be notified when the issue is fixed.  Case : 10212558"


This is not encouraging. I need to know I'm reliably receiving texts from clients. I feel like I've been left hanging. If SMS is not going to be reliable, then I can't use it. Perhaps I need to look into other services that can provide SMS reliability.
1 Like 1 ·
Same! So frustrating because no one has followed up with me.
0 Likes 0 ·
Thank you for providing that update for everyone Carol! 
0 Likes 0 ·
Agreed!!! Our company relies on text messages more than phone calls. I'm sure we have lost out on plenty of business because of this "bug" on Ring Central "side." It was working perfectly fine until about a week ago.
0 Likes 0 ·
Steven Q. Stultz avatar image
Steven Q. Stultz answered ·
I am not getting all of my business text messages either and it appears to be random.  The senders are not getting any sort of error in sending; messages are just not arriving.  I don't know how long this has been happening.  I'm fairly new to RingCentral, but so far SMS is just not reliable.
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Steven Q. Stultz avatar image
Steven Q. Stultz answered ·
I'm trying to open a case through success.ringcentral.com, but the form submission isn't working for me.  I've tried using Chrome and Firefox, with and without private/incognito mode.  Anyone else getting this error in trying to submit a case?  The error starts with "Something Goes Wrong: Insert Failed.  First Exception in Row 0."  Looks like a coding error of some sort.

1 comment
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Hi Steven, 

Can you confirm if you're still receiving this error when trying to open a case?
0 Likes 0 ·
bg7027042 avatar image
bg7027042 answered ·
I called to speak to a representative when I opened my case.
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jessica-community-moderator avatar image
jessica-community-moderator answered ·
This is a known issue that is being actively researched. If you open a case, please reference INC-25452, and you will be automatically emailed when this is resolved. 
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delaney answered ·
Just want to chime in and say that my users are experiencing this issue as well. This has been happening to us for the last week or so. Any updates as to the progress towards resolution would be greatly appreciated.

An issue like this really impacts our business, the problem itself coupled with the lack of updates has some people in my org talking about looking for alternative providers.
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rob-jordan avatar image
rob-jordan answered ·
I have heard directly from Carl, an Ops manager, asking if I am still experiencing an issue. For the past two days, things have been fine. 

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Steven Q. Stultz avatar image
Steven Q. Stultz answered ·
Still an issue.  Today is 2020-02-24, and I just confirmed with a client that a message she sent did not arrive on my RingCentral SMS number, and she got no error or bounce-back on her end.  This is very disappointing; I was hoping the problem was resolved.
9 comments
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As far as I can tell this has been fixed. -- Michael
1 Like 1 ·
Okay, I found it. Thanks. Yes, a direct notification of the resolution would have have been helpful. Glad to hear it's resolved now, though. Thanks again.
1 Like 1 ·
Hey Steve, 

This particular incident should have been resolved. I'll follow up and try to have someone reach out to you. 
0 Likes 0 ·
Alright, thank you for the update, Jessica.
0 Likes 0 ·
The last communication I received from technical support stated, ". . . we will be placing this case into a PKI Hold status. PKI stands for Product Known Issue" and that I would be notified when the issue is fixed. I have not been notified of any further developments. Because the problem was random, I am not assuming that it has been fixed just because I'm not aware of a recent incident. If this "PKI" has been resolved, I'd like to hear from the technical support team that this is the case, as I was promised.
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rob-jordan answered ·
For me, the problem has been resolved. 
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