Google Chrome Extension: not working for me

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I was excited to see the announcement about the new Chrome extension that integrates RingCentral directly into Google For Work. More information about that here:

http://www.ringcentral.com/office/features/ringcentral-for-google/overview.html

Unfortunately, after installing the RingCentral extension all I get is a blank panel on the right side of my Gmail windows. I've tried this on two computers with the same result - a MacBook Air running the latest Canary build of Chrome, and an Ubuntu 14.04 system running the standard Chrome.

I have stopped and restarted Chrome several times. I can see the extension is running because all phone numbers in my emails now have a little RingCentral logo next to them. When I click a number a dialog box pops up asking whether to call this number. Clicking OK closes the dialog box, but nothing else.

Anyone have better luck?
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Robert Stoeber

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Posted 3 years ago

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Mike, Official Rep

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Hi Robert,  Try to log out of the gmail account, close Chrome and log back in.  Take a close look at the top of your Chrome browser to see if there are any pop-up alerts or warnings that you might need to accept, or allow.  If you still have problems, take a look at your extensions and see if there are any obvious extensions that might interfere. If you have any other sort of click-to-dial extensions or similar, I would try to disable those first. 

If you try all this and still have problems, make sure you are updated to the most recent version of Chrome.  Let us know if you still have problems. 

Mike 
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Robert Stoeber

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No luck.

I logged out of Google, rebooted, logged back in, disabled the extension, rebooted, removed the extension, rebooted, re-installed the extension, rebooted.

I never see a RingCentral login option, and the space on the right side of the screen remains blank.

No popup alerts or warnings. No other click-to-dial extensions.

I do run extensions to block ads and Flash (AdBlock and FlashControl) but I disabled both of those before even starting this.

The SoftPhone works fine on this computer, but it was not running while I have been testing this new extension.
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Mike, Official Rep

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It sounds like something is blocking it from loading.  On the right side you should be seeing a call controller that looks almost identical to the Desktop softphone, and it should prompt you to log in.  Can you list, or maybe provide a screenshot of all the browser extensions that you have installed?  You my have to start by disabling, all of them and then try the RC extension again. Then if it works, enable the others one at a time to see if you can find the cause. 

Mike 
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Robert Stoeber

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If anyone else is having this problem, the solution is to enable third-party cookies. 

After posting this problem here I also submitted a support ticket and got a call back very quickly. The team behind this Chrome extension is really good at support. We used RingCentral meeting to share screens and quickly had the problem identified.

Obviously it's a bad idea to allow all third-party cookies so you should figure out the specific cookie used by this extension and create an exception just for that. I don't want to post the cookie info here in case it changes, but I assume the support team will document this somewhere so it's easier to find.

Thanks for the very quick help.

I basically like the new extension although it does not actually allow placing or receiving calls in the browser - it's a very fancy dialing assistant for your desk phone. It has access to the Google Contacts, which is a nice benefit, but that's about all.
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Mike, Official Rep

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Robert,  Thanks for sharing your solution, and we appreciate your comments and feedback. 

Mike 
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Claire Thomas

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It seems to work well for awhile and then about mid afternoon it disconnects calls. Don't know why because the internet is still working for other programs. I have a samsung
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Saadet - Community Support, Official Rep

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Hey Claire, please contact our Support Team so we can troubleshoot what's going on :)