Desktop App: "Calling Unavailable" error

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  • Updated 2 weeks ago
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Robert P Rahrle

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Posted 2 years ago

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Brandon, Champion

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It's working for me.  Is it just this one softphone not working?  You could try to ping and traceroute to sip.ringcentral.com from that machine to see if you have connectivity back to RingCentral.
(Edited)
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Robert P Rahrle

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Also, I'm not able to make calls through the iPhone app. Any idea why this may be happening ?
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Brandon, Champion

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Are you using wifi or cellular on your iPhone?  If wifi it is consistent with the desktop issue and you might try turning off wifi to see if it works.  If it does it would point to a problem with your internet provider and if does not work on cellular it would point toward a problem with RingCentral.
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Nathan Malone, U.S. Tier 2 Support

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Hello Robert,

I would agree with Brandon. If you can call from your Mobile App through your cell service after you turn Wifi off, that would pretty clearly point to a connectivity problem with your internet. We are not currently seeing any other reports of connectivity issues with our service so I would lean towards an ISP or local network issue, but we want to test to make sure.

Are you able to access the internet in general? Is your computer having internet problems?
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Robert P Rahrle

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This reply was created from a merged topic originally titled Tracert.



Note: This conversation was created from a reply on: How do I run a Traceroute ?.
(Edited)
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Mike, Official Rep

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Thanks Robert. It looks like you are being blocked right at your modem/router.  Depending on if you have a combination modem/router, or separate modem, the 2nd hop would either be your modem, or your ISP.  It's not making it to the ISP. It should look something like this.




I see your case was already escalated, but while you are waiting, it will be a good idea to check your router configuration. Visit this page for details:  Network requirements?
(Edited)
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Tim salilig

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H

Btw i tried to do trace route.. 
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Kim, Alum

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@Tim - If you are seeing the "calling unavailable" error maybe twice a week, it's suggested that make sure your router has the desktop app (softphone) ports open

Your traceroute looks okay.  If a router along the way (from your network to ours) decides to not send the ICMP error message, you will get a timeout at that point in the traceroute.  The router  may pass on normal traffic, thus allowing your TCP-based http request to complete, but it may silently drop ICMP requests or errors, leaving your local traceroute process waiting and then timing out on that stop. 
(Edited)
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George Ives

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How do I know if it's working for me?
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Mike, Official Rep

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George, are you noticing quality or connection issues? You shouldn't really be seeing "request timed out".  What are you experiencing on your end? 

Mike
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Optimum Sales

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Hello Mike, I also experience the same issue. My RC is most of the time on 'Calling Unavailable' mode. And I also had 1 "Request timed out" when I run the cmd. What can you advise to help me?
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Jared, Official Rep

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Hi Optimum Sales,

I would suggest opening a case using the link below. This way we can help better address the problem that you are experiencing.  


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Optimum Sales

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Hey Jared,

This is my new case number: 07364239

Please take a look at the snap of my tracert:
https://snag.gy/na7MFX.jpg

Can you figure out why I am getting "timed out" at number 7?

Appreciate your help.
(Edited)
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Saadet - Community Support, Official Rep

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Hi Optimum Sales,

Thanks for opening a case! The Support Agent recently assigned to your case will be able to help you out and gather more info via the case notes/emails.
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Tracecy DeCicco

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Mansi Rao

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Thank you, George. You've sorted out my problem which was similar to this but associated with Modem. Even this post helped me in resolving issues concerned with iOS