Not receiving inbound text messages - random

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I am not getting all of my inbound text messages. This has been going on for a few days. I sent myself separate text messages today in this order: "1, 2, 3, 4, 5, 6" ... I only got 1, 4, 6 (out of order) and 5 .. I have had clients commenting that I have not responded to their text messages. I have not received them, nor have I received the notification emails from RingCentral. 
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Rob Jordan

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Posted 5 months ago

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Carol McCormick

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This is happening to me too. I don't know if I should start a support ticket or not. It's random. I received a text from a client asking if I received a text they sent the day prior, which I did not. Has happened with two clients and started a few days ago. I've run tests by texting my personal phone and my spouse's that went through fine.
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Jessica - Community Moderator, Official Rep

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I would recommend opening a case with our Tech Support team to investigate this! 


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BG702

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I opened a case.
I also followed up with emails to check status... no reply from Ring Central.
Now I am frustrated.
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Jessica - Community Moderator, Official Rep

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What's your case number?
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Rob Jordan

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Mine is 10210062
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BG702

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Case Number: 10187335
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Michael

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Same here. First it was a few clients, and support had me log in to the app with my RC assigned number (instead of my alias/main office number); which seemed to fix the problem. Now, we seem to be having the problem only with a single client; and the problem has been intermittent with her.  Sometimes we receive her texts sometimes we don't.  She called her carrier and we're waiting to see if things return to normal.
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Carol McCormick

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I did decided to go ahead and open a case and found out that this is a system wide problem that is impacting a lot of people. They are apparently working on fixing it, but I got the impressions it's been going on for a while.

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BG702

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Same! So frustrating because no one has followed up with me.
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Carol McCormick

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I received the following response to my support ticket:

"The issue that you have reported in this ticket is related to a Known Issue we currently have in our system.

At this point, we will be placing this case into a PKI Hold status. PKI stands for Product Known Issue. This means that we are investigating it as a bug on our side and there is no currently available ETA when it will be resolved. We have reproduced the issue and are working on resolving it. You will not receive much in the way of correspondence while they resolve this issue, however you will be notified when the issue is fixed.  Case : 10212558"


This is not encouraging. I need to know I'm reliably receiving texts from clients. I feel like I've been left hanging. If SMS is not going to be reliable, then I can't use it. Perhaps I need to look into other services that can provide SMS reliability.
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Thank you for providing that update for everyone Carol! 
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BG702

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Agreed!!! Our company relies on text messages more than phone calls. I'm sure we have lost out on plenty of business because of this "bug" on Ring Central "side." It was working perfectly fine until about a week ago.
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Steven Q. Stultz

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I am not getting all of my business text messages either and it appears to be random.  The senders are not getting any sort of error in sending; messages are just not arriving.  I don't know how long this has been happening.  I'm fairly new to RingCentral, but so far SMS is just not reliable.
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Steven Q. Stultz

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I'm trying to open a case through success.ringcentral.com, but the form submission isn't working for me.  I've tried using Chrome and Firefox, with and without private/incognito mode.  Anyone else getting this error in trying to submit a case?  The error starts with "Something Goes Wrong: Insert Failed.  First Exception in Row 0."  Looks like a coding error of some sort.

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Hi Steven, 

Can you confirm if you're still receiving this error when trying to open a case?
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BG702

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I called to speak to a representative when I opened my case.
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This is a known issue that is being actively researched. If you open a case, please reference INC-25452, and you will be automatically emailed when this is resolved. 
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DELANEY

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Just want to chime in and say that my users are experiencing this issue as well. This has been happening to us for the last week or so. Any updates as to the progress towards resolution would be greatly appreciated.

An issue like this really impacts our business, the problem itself coupled with the lack of updates has some people in my org talking about looking for alternative providers.
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Rob Jordan

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I have heard directly from Carl, an Ops manager, asking if I am still experiencing an issue. For the past two days, things have been fine. 

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Steven Q. Stultz

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Still an issue.  Today is 2020-02-24, and I just confirmed with a client that a message she sent did not arrive on my RingCentral SMS number, and she got no error or bounce-back on her end.  This is very disappointing; I was hoping the problem was resolved.
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Hey Carol, 

I checked on your case, it looks like it was closed on 2/18 and an email was sent out to advise that you're all set and everything is resolved. 
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Carol McCormick

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Thank you for checking on that, Jessica. I have not received an email since the original message from the support team on 2/5 that I referred to. I checked both email addresses you guys have on file for me, including spam folders. Is it possible for someone to resend that to me so I have a record of the resolution? I'd sure appreciate that. Thanks again.
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After some digging, it looks like it's a comment in the case. You always have record of this in your case portal at support.ringcentral.com, but you should have received notice from webportalsupport@ringcentral.com as well. 
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Carol McCormick

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Okay, I found it. Thanks. Yes, a direct notification of the resolution would have have been helpful. Glad to hear it's resolved now, though. Thanks again.
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You're welcome, glad you found it for your records! 
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Rob Jordan

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For me, the problem has been resolved. 
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Steven Q. Stultz

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I had one text that I know of that didn't arrive yesterday, but maybe that's the end of the problem with Jessica's update from earlier today.  I'm cautiously optimistic.