Android Notification Problems

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We have a single user with the Ring Central mobile app being used on his Android phone who isn't able to receive any notifications. We have exhausted the previous help articles on this forum as well as tried each feature both within the app and within the phones settings. Everything regarding the notifications is enabled, however he is unable to even be notified when a phone call is coming through. Additionally, we have multiple other users using this app successfully on different android phones.

We have found that once we activate or deactivate the setting "Show Silently", we are able to receive notifications however this only lasts for a short period of time. For some reason, the phone seems to be overriding or changing a setting which turns off the notifications. What is even more strange, is that even when we turn ON the "Show Silently" setting we are able to receive notifications for a short period of time.

During a test today we were able to activate this setting and successfully received a notification that a call was coming through. When the user rebooted his phone, we were unable to receive call notifications immediately after.

For your reference, the user has an Asus Zenfone running the latest version of Nougat.

Please advise on what we are able to do to solve this issue.
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Bretton Hammond

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Posted 1 year ago

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Mike, Official Rep

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Can you also tell us what version of the Mobile app he has installed? We'll look into this.

Mike
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Bretton Hammond

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No problem, he is using 9.0.2.
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Mike, Official Rep

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Thanks.

That's the latest version and it should work fine on that version of Android.

So, Here are a a couple things to try.
1.  Go to Settings > Applications > Application Manager, (select the RingCentral app). 

2. Select "Storage" and  then Clear Data and Clear Cache

Go back one screen

3. Select Permissions, and make sure all switches are in the "on" position.

Go back one screen.

4. Select Notifications and make sure the "Allow notifications option is in the "on" position.

Retest the app.

If this doesn't work, have him reinstall the app and watch closely during the installation process and be sure to accept any prompts where the app is asking for permissions and allow all permissions.

Retest the app

If you still have problems let us know.

Mike
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Bretton Hammond

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Just to clarify, he is using version 9.0.2.1.6.

We followed your instructions however there were some differences.

When you had instructed us to do "1.  Go to Settings > Applications > Application Manager, (select the RingCentral app).", he doesn't have the option of "Application Manager". We can still access the Ring Central app however there is no Application Manager.

Additionally, "4. Select Notifications and make sure the "Allow notifications option is in the "on" position." when accessing the Notifications menu, there is no option to turn notifications on. Ive attached a screen shot for reference.

We uninstalled the app and reinstalled today, on the first ring it worked, however after restarting the phone it would no longer give a notification that a call was coming through.

Please advise.

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Mike, Official Rep

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this is indeed very odd that it works on the first call, then stops. Can you, (or that user) please open a support case under the number/credentials for this user?  Then if you'd like to reply back here with the case number we'll follow and try to assist.


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