Iphone 6 not ringing on mobile app

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  • Updated 1 year ago
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I have both a new out of the box Iphone 6s  with IOS 11.3 and new Android 7,  and on neither of the phones will the App react to an incoming call - meaning you have no idea that you are being called - on the iPhone you have to have the application open - these apps are not working. I have seen identical questions posted on this site - however I am not seen any details on how they were resolved.  Please advise
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Steve Office

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Posted 1 year ago

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Jan Ferguson, Channel Partner, Champion

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Steve,

It sounds like something is amiss in your configuration of your system. I have an iPhone 7 Plus and the Mobile app works perfectly. With both the iPhone AND Android apps not receiving calls for you, one can only look toward a configuration issue.

Questions to help steer us/RingCentral in the right direction:
1. Has your system worked previously on the Mobile app and for some reason has now stopped?
2. Are you a new RingCentral customer trying to get the system set up?
3. Are you receiving calls on either Windows Desktop app (softphone) or on a VoIP desk phone?
3. Have you contacted RingCentral support and/or opened up a support case?

I recommend you try to either contact support by phone (support phone numbers at link):
https://success.ringcentral.com/RCCallSupport?src=6

...or open a support case:
https://success.ringcentral.com/RCSupportPortalCreateNewCase
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Steve Office

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Hi Jan,

Thanks for your message. To fill in some of the gaps. We have been using both the Windows Desktop and the mobile app on an iphone5 for 2 years - without any issues.  We also have 3 hard phones. However a year ago I tried installing the App on an Android Vivo V3, it did not work, reported the issue but it was never resolved. I didn't pursue it (wife's phone!)and just put it down to the phone. However last week we started to re arrange things. So i tried to install it on another Android - cut a long story short I installed it on 5 Android Phones - Samsung - Vivo - and 3 Wikos, one brand new out of the box running Android 7. All of these displayed exactly the same issue - when the phone goes to sleep after 20 mins it stops responding to incoming calls. 

 Because I had used the app on an Iphone 5 without any issues for 2 years, yesterday 16 Oct 2017 I purchased a brand new iphone 6s (was upgraded to IOS 11.3)out of the box and installed the cloud phone app. On this iphone the app only works when the app is in the foreground ie open, if you minimize, the phone will not respond to an incoming call.  I have raised the issue already and have a case number, however I have been told by support that there is no resolution to the iphone 6 issue at present, and that they have other users with the same issue.  A search on the web brought me to this site and I have read of other users having the same issue as me - but none of them appear to have been resolved or at least they are not reported as being resolved. I am at a total loss to understand how I have all these phones but only 1 works.
(Edited)
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Jan Ferguson, Channel Partner, Champion

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That's strange regarding the iPhone 6 as well as the Android phones. I was a staunch Android user until This past February 2017. Having said that, the RingCentral Mobile app always worked on my Android devices (all my Droid phones as well as an LG and a Samsung). I only switched to iOS because there were many more settings (and updates) that iOS offered that Android did not (i.e., GPS on only when an app is being used so I don't have to turn it on and off all the time, etc.).

I got the iPhone 7 Plus in February and have not had a lick of trouble with it. The Mobile app does have to be opened in the background (you called it minimized). I also have Background Refresh set to ON for the mobile app but even with it OFF, my phone rings on an incoming RingCentral call.

I personally can't see where the iPhone 6s is much different (same OS) as the iPhone 7 Plus. Sorry I can't be of more assistance but it still baffles me. I believe that even though you read where other iPhone 6s users were having the same issue, there are many more iPhone 6s users out there who are running the mobile app  successfully.
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Jan Ferguson, Channel Partner, Champion

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I just thought of something else. It's a long shot but incoming calls can be stopped on your Mobile app by disabling Data (VoIP) Calling. Disabling this feature also allows your RingCentral Desktop app to ring instead of ringing the Mobile app.

Have you checked these settings in the mobile app?

Just a thought...
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Steve Office

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Hi Jan,
Thanks for that input, I have Data (voip) calling turned on.   I can sit at my desk and I can have the Windows desktop open , my hardphone and Iphone 5 all logged into my number. When I get a call all 3 respond immediately, its just the iphone 6 that will not respond unless the app is open and you have the active screen showing - then it does respond - however push the home button, then an call  again and iphone 6s is non responsive.

At this point the Android phone would still respond - and continue to respond for about 20 mins then that phone becomes non responsive (exactly the same on all 5 Android phones).

I will suggest to RingCentral or in my case BT Cloud Phone (same thing) that I send them at my expense one of my Android phones  or my iphone 6 they can then see for them selves the issue.
(Edited)
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Jan Ferguson, Channel Partner, Champion

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Hey Steve,

Good luck and I hope they can figure it out. Just an FYI, I'm not a RingCentral employee but I am a RingCentral Partner. I and others help other users here in the forums.
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Steve Office

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Hi Jan, 

Yes I understand that you are not an RC employee, thanks for your input and if you do think of something let me know.  I have just emailed RC again and suggested a remote access session. Thanks again 

Steve
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Mike, Official Rep

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Hi Steve, 

We see that you've already opened a case for this. We are already looking into this to see if we can provide more info or any ETA.

Mike
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Steve Office

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Hi Mike,

Thanks for message. Just an update - my Iphone 5 has now 'adopted' the same issue as the iphone 6 and the Android.  My Iphone5 that has worked flawlessly for the past 18 months has today now stopped working with the App - I have not upgraded or done anything - it just stopped seeng incoming calls on the BT App. I now have 7 phones and BT Cloud will not work on any of these (unless you keep the app open and in view on the screen).

Regards

Steve
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Sven Liu, Employee

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Hi Steve,

Can you please send a feedback email with the problem descriptions, so that we can get the log information to investigate the reported problem.

To send feedback email: Mobile app - My Profile - About - Send feedback email.

Thanks.
Sven
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Steve Office

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Hi Sven,

Thanks for message.

 

I have sent the report – not how far the log goes back – but since Friday I have been diverting my BT Cloud number to Skype, because of the issue.

If there is not enough data, I will turn off divert and make some calls to App to generate a better log.

Thanks 

Steve

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