question

Jon Criste avatar image
Jon Criste asked sonny-chanthapornpong commented

Mobile App Not Ringing

As the title expresses, several users in my organization aren't receiving calls specifically on the mobile app - with zero changes to the system. It was working flawlessly earlier today. The desktop app still functions properly and the desk phones still work for those who use them. Anyone else have this issue? Any suggestions? Currently on hold with chat support (I've been waiting 30 minutes already..), and can't call in because the phone system tells me that my PIN for my voicemail is incorrect - when I know for a fact that it is not.

ringcentral app
16 comments
1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

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

Mary Todd avatar image Mary Todd commented ·

Same thing happening with me and least one other use. Call is being forwarded, it just doesn't ring through the app.

2 Likes 2 ·
Jon Criste avatar image Jon Criste Mary Todd commented ·

Yeah, I tried forwarding it to my cell number just to test. It rings my cell after it is "finished" ringing my mobile app. Unfortunately we have a few users without desk phones, so we have to rely on the desktop app for now I suppose.

I did test uninstalling the new ringcentral app and downloading RC Phone, and even though the interface is blocked for me, saying that I am required to upgrade to the new app - a call did successfully come through the old RC Phone app. Something must be up with the new app and the mobile ringing policies.

0 Likes 0 ·
matt-reinhart avatar image matt-reinhart commented ·

We've been going back and forth with RC support on this with no success. Per their request, we saved and sent in logs from the mobile app, and then RC said the logs were too big. Then they said it was a service outage that was later resolved. They're now (as of 4/20) claiming this is a known bug defect with no ETA for resolution. https://jira.ringcentral.com/browse/OPS-222680

2 Likes 2 ·
Jon Criste avatar image Jon Criste matt-reinhart commented ·

Hey Matt, I really appreciate the insight on this - you just saved me a good few hours of jumping through loops today. I had a user last night experience this issue after RingCentral supposedly "fixed" this problem.

0 Likes 0 ·
Renee Hoff avatar image Renee Hoff commented ·

Same thing happening to us. Please let us know what support says. Based on what you are saying Jon, I wonder if I should have our users uninstall the app and then reinstall. Thoughts?


1 Like 1 ·
Jon Criste avatar image Jon Criste Renee Hoff commented ·

Hey Renee, I tried uninstalling and reinstalling my app with no luck. So it probably isn't worth the hassle. I'm still on hold with chat(over an hour at this point), still can't get through to phone support, and the case portal won't allow me to submit a new case. I'm really up the creek without a paddle right now. A real shame their support is so below par.

0 Likes 0 ·
Anirban avatar image Anirban commented ·

@Jon Criste Try communicating with Community.Support@RingCentral.com and check if they can help

1 Like 1 ·
Jon Criste avatar image Jon Criste Anirban commented ·

Thank you for that recommendation, I sent them an email.

0 Likes 0 ·
Mary Todd avatar image Mary Todd commented ·

I did uninstall/reinstall yesterday and it didn't work. But, it seems to be working correctly this afternoon.

1 Like 1 ·
Show more comments

0 Answers

Work together.
From anywhere.

Team messaging, video meetings
and phone - all in one app.


Get the new RingCentral app