Google Chrome Extension: Unable to login, or no audio when calling out.

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  • Updated 3 years ago
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A recent update to Chrome browser prevents outgoing calls, no audio.  Incoming calls work fine.  Dialing out makes the call but there is no audio on headset or microphone.  This problem is spreading across our estate as Chrome is automatically updating.
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Andrew Flanagan

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Posted 3 years ago

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Kim, Alum

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Andrew - Thank you for bringing this to our attention.  Can you try removing the extension, then reinstalling and test. 
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Andrew Flanagan

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Thankyou for the reply.  I have done that and can see that the version is newer 2.6, but I still have the same problem.  Chrome version is 50.0.2661.75 m, on my PC

Regards
Andy
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Kim, Alum

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What operating system do you have?
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Andrew Flanagan

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On my PC at home Windows 10.  This is also a problem on my ChromeBase at work which will also be on the latest Chrome version.  The are others users that are also suffering this issue.
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Kim, Alum

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Andrew - open a web case and then let me know the case number. 
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Andrew Flanagan

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Case number 04567339
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Kim, Alum

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Thank you! 
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Jesus Anaya, Champion

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I was directed to this thread by support. Something has broken our extension as well. In my case, our users are unable to log in, therefore unable to do anything in the ext. I have a case with support: 04567532

Have uninstalled and reinstalled on users that reported it first. For me, it was actually working this morning, then I uninstalled and reinstalled on my own Win10 PC, and it broke immediately after the reinstall. That made me think it wasn't a Chrome update, but an update to the app itself.

Any ideas, news ETA? Our users on Chromeboxes/books, are totally unable to work!
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Kim, Alum

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Cases will be escalated for further investigation. Thank you for your patiences as our engineers investigate this. 
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Erik Olson

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I have several users who's RingCentral Extension is not working as well but we have different symptoms.  At the log in page we do not see the region and cannot change the region and then when we log in the extension just hangs and never logs us in.   I was told comment on this since my experience has been different.  case #:04567601
(Edited)
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Jesus Anaya, Champion

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This is exactly what we are experiencing here! 
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Kim, Alum

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Thank you all for the updates and for proving us with your case number. We are following up with these now.  Pease continue to provide any more details as they come in! 

If you haven't created a web case yet, please do so and give us your case number.
(Edited)
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Jesus Anaya, Champion

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Update: In my case, Chrome update is not the problem. I have downgraded to version 48 and reloaded the ext. to no avail:
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Kim, Alum

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Thank you!
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Mike, Official Rep

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We may have two different issues developing here.  

1. Users who are unable to log in.   and   2.  Users who are unable to dial out.

 Please continue to open cases and reply here with the case number but be sure to be specific with which issue you are experiencing. Please try to include as many details as you have. (OS, version of chrome, did the problem start after a chrome update, etc) 




Thanks!
Mike
(Edited)
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Dave Morrison

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Case #04568955

Using Chromebook with ring central extension.  Cannot select location, when I attempt to login, nothing happens.
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Mike, Official Rep

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Official Response
Thanks for your patience everybody.  We've found the cause for this error.  The Chrome extension has lost access to the microphone. To fix this issue, please perform the following steps. 

1. Go to Gmail.com as you would normally do to check your email and/or use the RingCentral Chrome extension. 

2. Look in the address bar for the following icon and click on it. 


3.  You'll get a pop-up like shown below, and you'll need to click the "always allow" option. 



4.  Click "done" and then you should be able log into the Chrome extension. (you may have to refresh the browser window (press F5) 

Let us know if you have further problems.  If this helps, please click the "Helpful?" button at the top of the page. 

Mike
(Edited)
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Andrew Flanagan

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Although now able to login since updating extension to 2.6.1 the problem with Microphone and earphone still exists, call is made but no audio either way.  I have allowed access to the microphone as above but its not fixed the problem.  I still think this is due to Chrome having updated as everything worked before and this has happened to others when their Chrome has updated.
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Jesus Anaya, Champion

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2.6.1 Did the trick for me. I never experienced the microphone issue in discussion though. Just the sign on problems. This definitely wasn't caused by a Chrome browser update for me, as the extension was broken even when I used Chrome version 48.

It seems to me like this was most likely caused by the addition of features by RC, (as also suggested by the tier 3 engineer on my case), that obviously weren't tested extensively enough before release. What will RC do to prevent this in the future?
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Mike, Official Rep

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Hi Andrew,  I see the agent working your case is looking into this also.  Your issue is a little bit different than the other people that made follow up posts on this thread.  Your's now seems to be something specific with the headset or sound settings on the Computer.  Can you go into the Control Panel and look at the Sound settings to see if there's something in there overriding this?  Also, what model of Logitec Headset are you using?  Some headsets come with software that has to be installed,  so perhaps try reinstalling of yours is one of those.

Mike 
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Andrew Flanagan

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Hi Mike,  Its the same on PC, Chromebook(build in Mic) or LG Chromebase.  There are about 10 of use this in our company, all of us with the same issue. The plan is to roll this out to several hundred in the future.
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Mike, Official Rep

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Hi Andrew.  It looks like the agent handling your case has made a couple attempts to call you.  If there's a different number to call you at or a specific time can you add comments to your case? 

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Andrew Flanagan

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Hi,

I have updated my contact details on the ticket. 

Regards
Andy
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Mike, Official Rep

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Thanks Andrew.  I've notified the rep to make sure he saw the update.  

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