Remote Users Affected by Office Network?

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Account Type: Office

Description: The majority of my employees (and RC users) work in the office itself and use desk phones. When there is a network issue (Internet drops, router configuration problem, etc) I expect that these users will be directly affected. However, I've noticed that whenever we have a network issue in the office our remote users are also affected. I find this odd and I'm wondering why this happens.

Example: Earlier today our office network lost Internet connectivity for about 30 seconds. Of course, we lost our phone connection and had to reboot our phones as soon as the Internet connection was restored. During this time, though, I had an employee working remotely who reported her desktop app was "malfunctioning" and she had trouble making and receiving calls.

I suppose I can see how this could occur, but the logic behind it still escapes me. If someone is working remotely, on an entirely different network/connection, why are they affected by our office network? 
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Brandon Scivolette

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Posted 2 years ago

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Kim, Alum

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This thread is probably related to your Desktop remote user: https://community.ringcentral.com/ringcentral/topics/service-outage-several-users-kicked-from-applic...
(Edited)
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Brandon Scivolette

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Hi Nathan,

I appreciate the response. To make sure I understand you correctly: The remote user(s) shouldn't be affected by anything happening on the office network unless it's related to the ISP (if we are both affected by an outage)  or if they are connecting directly to the network, like by a VPN as you suggested. Is that correct?

To summarize, it has to be some other variable that is somehow connected to the office and the remote user. All else being equal, if the office network was experiencing an issue and the user has a different ISP and is not using a VPN then they shouldn't be affected, right?
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Brandon, Champion

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I was going to suggest the same as Nathan as a possible explanation.  Does the remote user have a client VPN?  Do you know if it is configured as split tunnel or is passing all traffic back through the head office?  It would make perfect sense if the user has client VPN and routes desktop app traffic destined for RingCentral through your main office to have a problem at the same time as the office.
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Brandon, Champion

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A couple ways you could confirm this too.  Have the user go to whatismyip.com and see if it reports the same IP as you see from your office and/or traceroute to something like sip.ringcentral.com and see if hops through a VPN and your office internet.
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Nathan Malone, U.S. Tier 2 Support

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In response to your questions Brandon, "All else being equal, if the office network was experiencing an issue and the user has a different ISP and is not using a VPN then they shouldn't be affected, right?", you are correct. If their is not a ISP issue causing problems for both locations and there is not a VPN in place the issues would be nothing more than a coincident that they were happening at the same time.
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Brandon Scivolette

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Nathan, thank you. That's what I was looking for. It helps me greatly.