Help Center Login Loop when trying to open a case.

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I am an admin so when i click on the Get Help / Help Center in the upper right hand corner, i do my search and everything is just fine. Once i am done i close the tab for this page. Now if you go back to the Get Help / Help Center it will log me off. I tried this with Firefox, Chrome, and IE I get the same results. I spoke with one of your C/S he told me this is a security issue, i told him this is a bug. This feature should allow you to access it as often as you wish with out getting logged out. Because of this I had to call into your C/S to get additional help, if this feature was working i would not have called in for support.
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Steve C Hesse

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Posted 3 years ago

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Kim, Alum

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Thank you Steve for letting us know.  I will get this to the appropriate team. 
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Dawn

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I and several others in my company have also experienced this issue.
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Mike, Official Rep

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Hello Steve C Hesse and Dawn

The team has requested that you please open a support case for this issue.  Reply back here with the case numbers please. 

 In your case notes, include the steps you described above and also let us know what phone numbers you are logging with;  main number, main number + ext, or other numbers in the account.  



Note:  If you are unable to log back in to the Help Center to open a case, try to clear your browsers cache/cookies, close the browser, then log back in again and see if it will allow you to access the Help Center.  
(Edited)
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Cameron

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Can confirm this is a problem for me too. The whole thing turns into a giant loop with the follow steps repeated indefinitely:

- Browse to "Customer Care Center" page
- click "contact support" button
- Redirected to Contact Support page
- click "open a case"
- redirected to login page
- fill out login details
- Wind up logged out and directed to "Customer Care Centre" page;
- Click "contact support" etc

Used 3 different browsers, and can confirm same issue across all three.

*Edit: And it's impossible to open a "support case" as the looping issue makes it impossible to get to a page where one could actually open a support case. You get redirected before you get the chance.
(Edited)
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Kim, Alum

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Thank you Cameron for the additional details! This is very helpful.  
What is your case number? We'll follow up with it.
(Edited)
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Cameron

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Well, we can't get case numbers because we can't officially "open" a case. This is the why people are reporting this as a bug...
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Kim, Alum

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Cameron, I will open a case for you, however in the future a phone or chat case will be the alternative.
(Edited)
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Kim, Alum

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Cameron - your case number is: 04623970
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Mike, Official Rep

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Just following up on this issue.  Are any of you still having this problem?  If so can you post your case number here.  If you haven't opened a case can you please do so, so we can gather more details. 

Thanks

Mike
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Mike, Official Rep

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If there are any users here, that are still having the login/looping problem please let me know.  If you have a case number please provide the case number. 

Thanks!
Mike 
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Rhonda

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I/we, my company, has this issue all the time. For two hours today I tried it using Chrome. Finally it worked. I have tried other browsers in the past also and they didn't work, so now I just keep trying until it connects. Getting annoyed though every time it goes to the login screen again! 
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Mike, Official Rep

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We'd love to help resolve this issue. If you can open a case when you have a chance it will help our team. Please include the account/number you are trying to log in with, which web browser(s) and version, etc.  

Thanks!
Mike 
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Rhonda

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Now I am plain fed up with it. I could not get in to start a case because of this same issue. So I clicked on reply to your comment and started the case. I did not know what choices to make in the drop downs and when I did finally pick one that did not have anything to do with my issue because you don't really have all the choices we need when opening cases. I typed it all in, tried to submit, I had to pick another drop down or it would not let me continue, so when I did it cleared my case description and all I had typed. So I am more angry now and not bothering at this time!!!@
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J.B. Ferguson, Champion

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Mike,

For what it's worth...I have never had an issue with this in the past, but tonight it did happen to me on two occasions with FireFox (while I was investigating the information I sent you in Glip). The second time was just before writing this.

I did try to gain access with Chrome with no issue. However, I regularly use FireFox as my default browser (always the most recently version) and have never had an issue in the past...just tonight.

Not starting a case on this but I wanted to make you aware.
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John

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Hello Mike,

I have had this same problem in varying ways for many months. But since I almost never use the support service, I had to log on and try it to see and remind myself as to how I handled it in the past.

In the past, I would log on to the Admin Portal, then select Get Help in the drop-down menu in the top right-hand corner of the page. That would take me to a new log-on page. I would fill in the log-on info and click to go, and it would only do-loop back to a blank log-on page again. Over and over again.

This evening, using Firefox 48.0.2, I logged on to the Admin Portal, and clicked Get Help in the upper right-hand corner of the page. The brower opened a new tab at the URL for the Support page, but the page was greyed out in the background, and in the foreground was a little RingCentral spin box in the center that said, "Please Wait." It just goes and goes and never opens the page. I repeated the whole process two or three times and got the same the result.

However, switching to IE 11, everything worked just fine.

So, for me at least, it seems to be an issue with Firefox, or perhaps an option setting in Firefox.

Hope this helps.

P.S. -- Sorry, but I'd rather not open a case. Too time consuming to deal with it.
(Edited)
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Kim, Alum

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@Rhonda - I opened up a case for you. Case# 04951755

@John - Please e-mail us your account info so that we can generate a case for you, or log in to the Community via RC SSO. 
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John

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Mike, I have sent an email to you in this regard.

Thanks.
(Edited)
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Mike, Official Rep

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Thanks John, I received your email and responded.  Feel free to email me direct for any follow-ups.

Mike
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John

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Thanks. I will do that.

Mike, you are always very knowledgeable, courteous and helpful, and I'm sure that I speak for others here in saying so.
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Kim, Alum

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Official Response
Our team is aware of this and is working diligently to resolve it.  We will update this thread as soon as we hear from them.

If you are unable to open a new case due to this issue. Please try using the following URL:  http://success.ringcentral.com/RCSupportPortalCreateNewCase and copy the following into the case notes: RC-54938
(Edited)
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Rhonda

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Great, thanks Kim. It was doing it again today. I had to clear my cache....... now I got in this time, but I don't like doing that, and it doesn't always work
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hnderson

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This reply was created from a merged topic originally titled Flaws in User interface.

Get caught in loop with no obvious way out.

I signed up for RingCentral for it's faxing service.  The interface is very simple which is nice except that, when I went to "Get Help", I was sent back to the sign in page and it wouldn't accept my password.  I could go back, sign out, sign back in, then go to "Get Help" and would be taken again to the sign in page where I couldn't go anywhere.  

I eventually somehow landed on the community page where I'm able to send this note.  

I just want to be able to quickly go from the user interface to somewhere to get a quick question answered.  
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Mike, Official Rep

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hnderson

If you can log in after clearing your cache & cookies, and/or using a different browser, please open a support case for the Help Center login problem. 

Also, thanks for visiting this Community.  If you do have other questions that need answered, feel free to search the existing topics or post a new thread. 

Mike 
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AndrewC

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This reply was created from a merged topic originally titled Cannot submit a support ticket using SSO.

When I go to open a support ticket, or check my support tickets, at success.ringcentral.com, I am prompted to log in even though I am already logged in.  When I select "single sign on" and log in with my SSO I am redirected to my Phone System dashboard and cannot submit a support ticket.  If I return to success.ringcentral.com I will be prompted to log in again ad infinitum.  

If I log in with my phone number and password I will be properly redirected to submit a ticket, but the SSO never makes it in.

(US account, running Safari 9.1.3 on Mac OS 10.11.6).
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CONFIDENTIAL

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This reply was created from a merged topic originally titled Check Case Status issue.

When I click on Check Case Status, I am put into an eternal loop of logging into my account. What am I doing wrong?
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J.B. Ferguson, Champion

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This reply was created from a merged topic originally titled Help Center login loop.

Mike,

Since you'll be using this thread as part of the case, I was having the issue with Firefox v48.x but it is still occurring with Firefox v49.0.1. I do not cache anything in Firefox (or any other browser either).



I was not having the issue with Chrome in the past but had the issue a few moments ago. Using Chrome v53.0.2785.116 m

I did not have the issue with IE v11.x but I prefer not to use IE due to it's inherent security risks.
 

Note: This conversation was created from a reply on: Check Case Status issue.
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Mike, Official Rep

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Jan,  Your case # is: 05030013. 

If you are by any chance able to get logged into the case try to provide some screenshots, and/or steps/screens you clicked which triggered the login loop. 
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Rhonda

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It is pretty self explanitory. I am online at service.ringcentral.com doing stuff, click on get help/help center and instead of the help center I get the main ring cental login screen in a new window. But attached is the clip of the screen I get. I just tried to get into help and instead got this login screen.
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Cameron Ware

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Rhonda it's pretty painful. This saga has been going on for months. And every time RingCentral asks you to open a ticket. And of course the problem is you CAN'T open a ticket because you're stuck in a loop.

RingCentral fix your damn program. You have multiple users reporting the bug, and all we hear back is "open a ticket". Maybe READ the user's comments before suggesting useless options...
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Mike, Official Rep

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Cameron Ware ,  

Try the links Jan posted below.  If you still need to open a support case, then go ahead and create a brand new post on this Community, include all the details, and we can open a case for you, or answer on the Community.  If you need to include sensitive information, then give us a call. 
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J.B. Ferguson, Champion

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Official Response
For all people having this issue, here is a work-around I just discovered.

It appears that RingCentral is using a token of your login when you try to open up the Help Center. However, if you are already logged in, you can use either of the two links I am providing below to assist you in gaining access. It worked every time for me. It even worked when I wasn't logged in and it did allow me to log in from these links.

After you have logged in to your Administrator -or- User portal, instead of clicking on the "Help" link, use this URL:  http://success.ringcentral.com/apex/RCSupportPortalHome

If you have any cases pending or need to start a new case, use this URL:
http://success.ringcentral.com/RCSupportAdvMyCases

To start a new case, use this URL: http://success.ringcentral.com/RCSupportPortalCreateNewCase

If you bookmark, or shortcut, these links, they will be readily available to you.
(Edited)
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Mike, Official Rep

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Good find Jan.  Thanks for sharing!
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CONFIDENTIAL

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This reply was created from a merged topic originally titled Unable to open case.

I am unable to open a case. Whenever I click on Open Case, I get sent into an eternal loop of logging in.

Note: This conversation was created from a reply on: 9/19/16: Unable to forward calls to softphone..
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John Nelson

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This reply was created from a merged topic originally titled Unable to open case due to login loop.

Every time I try to, I have to log in.  When I try to log in, it kicks me back to the log in screen.  No "incorrect password" or any other failure notice, just a log in loop.  I know my log in is correct, because I can access my admin portal.

Looks like y'all have some issues.  I hope they get sorted soon.  Like I said, this is frustrating but not critical for me—I can just shift some redirects to my answering service and actually focus on some work.

Note: This conversation was created from a reply on: 10/04/16: Problems with inbound and outbound calling..
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J.B. Ferguson, Champion

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John,

See my post above. That should assist you for the time-being.

I'm re-posting the links below:

After you have logged in to your Administrator -or- User portal, instead of clicking on the "Help" link, use this URL:  http://success.ringcentral.com/apex/RCSupportPortalHome

If you have any cases pending or need to start a new case, use this URL:
http://success.ringcentral.com/RCSupportAdvMyCases

To start a new case, use this URL: http://success.ringcentral.com/RCSupportPortalCreateNewCase

If you bookmark, or shortcut, these links, they will be readily available to you.
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LeafVee

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This reply was created from a merged topic originally titled Unable to open case Login Loop.

^^^ Exact same problem with opening case.

Note: This conversation was created from a reply on: 10/04/16: Problems with inbound and outbound calling..
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Rich Brandwein

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Exact same problem, and this thread is 9 months old!
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Mike, Official Rep

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Sorry for the frustration Rich.  I haven't seen this error on a long time so I'll follow up. I understand from the support agent you were working with a case has been opened and escalated. Thank you

Mike

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