RC Meetings completely fail for some attendees

  • 0
  • 1
  • Question
  • Updated 1 month ago
  • Answered
1. US
2. 07913904
3.
I'm a new RC customer. Switched meetings from GTM and didnt have this problem on GTM.

Some of my coworkers are reporting that some of their Meetings attendees are not able to join from their corporate PCs. They click the join link, browser opens and downloads RCMeetings, they are sometimes prompted to input name as usual, but at this point the process fails with no errors, it just quits on them, just nothing. On the host side however they see the attendee in their attendee list. The attendee can not hear or see anything. The app never fully opened for them. Dialing in does work. I think what's happening is these attendees are all customers of ours or prospects and they are all banks or financial institutions with strict network and/ or endpoint firewall rules, and RC is not whitelisted. We did not have this problem with GTM.

Wondering if anybody else has seen this. I'm going to try to get more info from coworkers this week.

RC Support this past week said they escalated this case to tier 2. They also said there has been some kind of similarly sounding issue with some RC customers of attendees not able to join meetings. I couldn't get a great idea if the issues were related, not sure. Any info out there would be great. Thanks.
5. Latest
6. Around 10
Photo of Ben Schwartz

Ben Schwartz

  • 250 Points 250 badge 2x thumb

Posted 2 months ago

  • 0
  • 1
Photo of Jessica - Community Support

Jessica - Community Support, Official Rep

  • 2,130 Points 2k badge 2x thumb
Hi Ben, 

It looks like you're on the right track with partnering with Tier 2. I would continue on this path as your situation is a little more complex, and will require live troubleshooting assistance. 
Photo of Ben Schwartz

Ben Schwartz

  • 250 Points 250 badge 2x thumb
I've thought of 2 workarounds.
1. Download Zoom Meetings application > input RC Meetngs ID #. 
2. I enabled in Admin > Tools > Meetings settings > "Show a 'join from your browser' link" for all my users. This displays a URL link within the "Launching" phase of the meeting opening up from browser after the attendee clicks the join link. The URL says "start from your browser". The limitation for the attendee is they must dial in and cannot use computer audio, and they cannot share screen. What's the status on enabling these features from browser @Jessica?

Support still hasn't escalated to tier 2... 

-Ben
Photo of Jessica - Community Support

Jessica - Community Support, Official Rep

  • 1,986 Points 1k badge 2x thumb
Hi Ben, 

We haven't been given any ETA on if/when these features will be added to the browser version of RC Meetings. I confirmed your case is still open and being worked on as well.