Archived and Closed
This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: No longer needed
We have customers reporting issues with logging into their online portal and phones having connectivity problems. We are currently looking into this. Please follow this thread to receive updates.
As of now, please create a case and include HAR Logs (if you cannot log into your online portal).
As of now, please create a case and include HAR Logs (if you cannot log into your online portal).
Saadet, Employee
-
68,042 Points
Posted 2 years ago
-
102 Points
-
374 Points
-
160 Points
-
308 Points
Commercial Investment Properties
-
212 Points
All communication companies have outages. Don't turn this outage into a complainfest about RingCentral. If I wanted this much whining I would stay home with my wife and our six kids under age seven.
-
82 Points
:hand-clap:
-
102 Points
Your business must not generate enough income to be part of the "complainfest", but for the companies that do rely completely on RC this was 1hr and 30 minutes of negative income.
Commercial Investment Properties
-
212 Points
No, we are quite successful. However, I firmly believe that patience is needed when you chose a career in IT. Yes, we had some downtime but, we are not saving people's lives, we rent apartments. The old saying Sh!t Happens!
-
2,460 Points
No one said you had to be here *wave*
Also not everyone here just rents apartments. Some of us keep large corporations online and in business.
Also not everyone here just rents apartments. Some of us keep large corporations online and in business.
(Edited)
-
834 Points
Every company has outages, but I say get the Reason For Outage (RFO) before making any judgments about changing VoIP providers. I don't envy their task and that is why I outsource VoIP, but I do expect reliable service for my clients and redundancies that should avoid outages when power goes out or fiber is cut in an isolated incident. I have worked with a few big VoIP providers and overall I believe RingCentral is the best choice.
-
2,460 Points
We switched to a cloud VoIP provider for redundancy and stability. In all our years with RC we've not had redundancy. Every time there is an outage like this, it's an outage localized in one region. This time, it was a routing issue in a west coast datacenter. Redundancy if it existed here, would have meant my east coast business wouldn't have been part of this outage.
Chris Duquette, Champion
-
16,658 Points
i too wonder why im in florida and my service site shows RED X's all over all of my customers.....yet i can still dial out...i'm not as tech savvy as it sounds like some of you are, but wondering what happened to the line i got when i switched and started switching my customers "you will always have service" & "we have servers and hosting everywhere to make sure drops if they ever happen are small". granted this was quick for the size of the scope of work that needed to be handled but just dont make it a selling point if its too hard to be kept.
Chris Duquette, Champion
-
16,658 Points
i too wonder why im in florida and my service site shows RED X's all over all of my customers.....yet i can still dial out...i'm not as tech savvy as it sounds like some of you are, but wondering what happened to the line i got when i switched and started switching my customers "you will always have service" & "we have servers and hosting everywhere to make sure drops if they ever happen are small". granted this was quick for the size of the scope of work that needed to be handled but just dont make it a selling point if its too hard to be kept.
-
834 Points
I would like a Reason For Outage (RFO) on this Parent Case 06990427 INC-20605.
-
834 Points
I just sent an email requesting this.
-
1,278 Points
Definitely could be some weird routing outside of RC's control..but posting this so they're aware, and may want to update BGP tables.
Just picked a random IP from their list of Supernets
Just picked a random IP from their list of Supernets
-
834 Points
Not sure if this is relevant, but the main fiber provider in our area is peered with RingCentral so there isn't any outside routing to get to sip.ringcentral.com for example. Even with this we still had issues with clients on fiber peered with RingCentral.
-
1,278 Points
Good to know. Just thought it was strange I was passing through Japan and back. I'm not seeing any drops to sip.ringcentral.com so that's a good sign (12hops). Service is coming back for most of our users in LA and NY at this time as well.
Saadet, Employee
-
68,042 Points
-
220 Points
Saadet, Employee
-
68,042 Points
Update 4/3/18 at 11 am PST
We have confirmed that the issue with logging into RingCentral Phone (for Windows/Mac), RingCentral Meetings, and Glip are functioning properly. However, we are still investigating an issue with MMS failure.
We have confirmed that the issue with logging into RingCentral Phone (for Windows/Mac), RingCentral Meetings, and Glip are functioning properly. However, we are still investigating an issue with MMS failure.
-
94 Points
Live Reports are still down. I'm assuming that's a feature of the MMS system which you are still investigating?
Saadet, Employee
-
68,042 Points
Hey Brian, if you haven't done so already, please open a case for the Live Reports issue so we can look into it
-
94 Points
Done! Thank you.
Saadet, Employee
-
68,042 Points
You're welcome!
-
180 Points
Our phones seems to be working but we cannot access our reports, call logs or any activity on line.. Location is Orlando, Florida area. Tried to submit a case but it wouldn't work.
Saadet, Employee
-
67,810 Points
Hey Tina, could you provide more details of the issue? Are you unable to reach Reports/Call Log or is no data showing on the page? Screen shots of any error message you may be receiving would be helpful
-
180 Points
I'm having trouble loading a screen shot. I'll try it again.
-
180 Points
Please see the screen shot below. I was logged in as the admin and was trying to pull up our call log activity. I've been trying all afternoon.
https://community.ringcentral.com/ringcentral/topics/4-3-2018-server-error-phone-connectivity-issues?topic-reply-list[settings][filter_by]=all&topic-reply-list[settings][page]=4
https://community.ringcentral.com/ringcentral/topics/4-3-2018-server-error-phone-connectivity-issues?topic-reply-list[settings][filter_by]=all&topic-reply-list[settings][page]=4
(Edited)
Saadet, Employee
-
67,810 Points
Hey Tina, thank you so much for sharing. My Tier 3 was able to replicate this on their end so please open a case so we can further investigate it!
-
180 Points
Case submitted. Thank you.
Saadet, Employee
-
67,810 Points
Anytime!
Still having issues with meetings in Dallas, Texas
Saadet, Employee
-
68,042 Points
Hey Hamilton, could you specify what's going on?
One of my users is reporting: "Ring Central is not working -- each time I try to initiate a meeting, I'm getting an error on the phone (this meeting ID does not exist).
If I initiate via the desktop app, it immediately goes to a window showing "this meeting has been ended by the host". "
Saadet, Employee
-
68,042 Points
Hmmmm....is this happening for only one user? Is this happening for a scheduled Meeting? Do they have a screen shot of the error message? I don't think I've run into that error message before.
Saadet, Employee
-
68,042 Points
Update 4/3/18 at 12:30 pm PST
We have received confirmation that MMS services have been restored. We are continuing to monitor all other services.
We have received confirmation that MMS services have been restored. We are continuing to monitor all other services.
Still having problems in California. Some phones will not ring, but goes directly to the cell phones. Also, unable to log into the portal as a super user. tried to reset my password, but says I don't have a account.
Saadet, Employee
-
68,042 Points
Hi Jeff, that is extremely odd! If you haven't already done so, please contact our Support Team
Saadet, Employee
-
68,042 Points
Update 4/4/2018 at 11:02 am PST
Hey Everyone! Quick update - we are continuing to monitor all services at this moment.
If you're experiencing any issues, please contact our Support Team
Hey Everyone! Quick update - we are continuing to monitor all services at this moment.
If you're experiencing any issues, please contact our Support Team
-
1,278 Points
Has a root cause been determined for this outage?
Saadet, Employee
-
68,042 Points
Hey Will, you can contact your Account Manager regarding the details of this incident.
-
1,278 Points
We've had a case open, and have been in touch with them...radio silence.
Is there not a cause that can be posted publicly for all to see?
Is there not a cause that can be posted publicly for all to see?
Saadet, Employee
-
68,042 Points
Hey Will,
I'm going to follow up with your Account Manager on getting you more info! I don't have any details but I know that we are currently working on implementing a better system to communicate to our customers during service interruptions.
I'm going to follow up with your Account Manager on getting you more info! I don't have any details but I know that we are currently working on implementing a better system to communicate to our customers during service interruptions.
Lisa, Champion
-
1,930 Points
Hi, Saadet!
I would like to have that information as well. Our Account Manager told me the day after this incident (when I was finally able to get ahold of him) that our service was not out and we were not part of that outage. We clearly had no service for about two hours at the beginning of the outage.
Thank you for all you do, Saadet!
I would like to have that information as well. Our Account Manager told me the day after this incident (when I was finally able to get ahold of him) that our service was not out and we were not part of that outage. We clearly had no service for about two hours at the beginning of the outage.
Thank you for all you do, Saadet!
Saadet, Employee
-
68,042 Points
Hey Lisa! I don't have the information personally, but I'll follow up with your Account Manager. Often times, it takes a few days to almost a week for the investigation to complete which is probably why they didn't have much information for you at the time of your inquiry.
Lisa, Champion
-
1,930 Points
That sounds great, Saadet! Thank you very much!!
Saadet, Employee
-
68,042 Points
You're very welcome!
