IPhone 5c, RingCentral app missing calls / no notifications or ringing.

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IPhone 5c, RingCentral app when freshly installed, microphone and calling enabled, the app works fine and I receive phone calls. After a few days I start missing calls because I receive no notifications or ringing. If I delete the app and reinstall it, it will be fine again for a bit. Then I I start missing calls again. What is happening? I shouldn't have to check the app every other day. This only started happening in the last 6-8 months. 
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Casajuana

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Posted 2 years ago

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Jan Ferguson, Channel Partner, Champion

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Casajuana,

I am not using an iPhone but I know there was an issue before iOS 10 with CallKit. Are you running iOS 10 on your iPhone 5?
(Edited)
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Casajuana

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Yes, 10.2.1 (14D27)

What is CallKit?
(Edited)
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Jan Ferguson, Channel Partner, Champion

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OK...it was just a shot in the dark. I have read about previous issues here in the forums, but they had been resolved.

Again, I am running Android currently (looking at switching to an iPhone next month when my contract expires...but will be staying with my same provider) but here's what I know about CallKit (from Apple support):

"CallKit is a new framework that lets your VoIP app integrate tightly with the native Phone UI."

From what I have additionally read, it was a problem with the initial release of iOS 10 but was rectified in iOS 10.1.

I'm certainly no iPhone expert but maybe someone else can chime in. I would also recommend you start a support ticket to further diagnose your particular issue.

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Mike, Official Rep

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Will a phone restart fix the problem? Or, do you have to actually reinstall the app?   Also, can you tell us who your carrier is?  There was some issue with TMobile  several weeks ago.  There's a discussion on this thread:   https://community.ringcentral.com/ringcentral/topics/voip-calling-unavailable-after-ios-10-update

Mike 
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Mike @ CP

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I am having a similar issue with IPhone 5s, 6s, 7, in my office.  Everyone is connected to WIFI network but it seems like the first call of the day is missed with the app never ringing, just an alert of a new voicemail.  Seems like when the voicemail is listened to a user can receive calls in the app after that. Would really like to know the app is going to pick up calls every time but seems like it picks up calls at random.  

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Mike @ CP and Casajuana,

For what it's worth and not sure if this is the case with you, but I just recently changed (2 weeks ago) from Android phones to the iPhone 7 Plus. I noticed that in my Android phones over the past even 5 years or so running the RingCentral mobile app, whenever I slid the mobile app off the open app area it would still respond to any incoming calls.

When I installed it on my iPhone 7 Plus and slid it from the open apps, it wouldn't answer any incoming calls. I now make sure that it is always an open app whenever I slide off other open apps, and I never miss an incoming call.

For some reason it seems that when you think you are "stopping an app" in a Android phone, you really aren't stopping it and it is running in the background anyway. In iOS, that is not the case.

So my question to you both is, "Are your people stopping the mobile app by sliding off the open apps area? If so, that could be your issue, especially you Mike where you say after you check voicemails (thereby starting the app I would assume) you have no problems getting calls.

I hope it's that simple a fix for you.
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I just double-checked the information I gave you above. I know you are not using Android phones but for anyone else reading this, and/or switching from Android to iOS as I just did, it is useful information.

With Android phones
Actually, removing an entry in recent tasks will kill any background processes that exist for the process. It won’t directly causes services to stop, however there is an API for them to find out the task was removed to decide if they want this to mean they should stop. This is so that removing, say the recent task of an e-mail app, won’t cause it to stop checking for e-mail. The same with the RingCentral app. In ANdroid, it won't stop it from receiving phone calls (as I had always noted).

With IOS (iPhones)
When you swipe an app from your recently used apps, it will actually close the application, as I had noticed very quickly when I installed the mobile app on my Iphone 7 Plus.
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Mike @ CP

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Hi Jan, those in the office have done multiple tests with app swiped closed or running in the background.  The app will pick up even when it had been swiped closed. This just adds to my confusion regarding what is making the app pick up an incoming call or making it not. It does seem like when you go into the app it will then pick up calls after that.  First call of the day is just hit or miss.
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Jan Ferguson, Channel Partner, Champion

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Mike,

Thanks for the info. I have never run an iPhone 5s or 6s since I am now an iPhone newbie and using an iPhone 7+. I am definintely not having any issues with my RingCentral mobile app receiving calls as long as I leave it open (as I described above).

I have been a RingCentral customer for 6+ years and a Partner/reseller for 3 years now. I have noticed that iOS is much more stringent on their allowances in apps than Android is, which is most likely why iOS aps and devices are MUCH LESS prone to viruses and malware.

Having said that, have you opened a support case to see if there's anything they can help you with?
https://success.ringcentral.com/RCSupportPortalCreateNewCase

Two things I can think of, off-hand:
1. Did you see Mike's response to Casajuana regarding the issues TMobile service customers were having? Could that be affecting your people?
2. You might also want to check which version of the RC mobile app you are running. I am running with 9.0.1.1.4(44.5.12) and I as I mentioned, I am not having any issues.

Sorry I can't help with more definitive information. Maybe RingCentral support can if you open a support case.
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Mike, Official Rep

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Thanks for helping out Jan. 

For anyone that is still stuck feel free to open a case so our support team can help you out. 

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