Takes 15 minutes to join a call?

  • 0
  • 1
  • Question
  • Updated 5 months ago
  • Acknowledged
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

I don't have a RingCentral account. A client I am working with uses RingCentral for videoconferencing. When I click on the meeting link, it goes to the URL and then launches the popup, and I click 'Open Link' to open it through the RingCentral software I have downloaded. From there it takes about 15 minutes with apparently nothing happening to open the video call. Until today, it worked fine once I was in the call, but today it spontaneously froze my entire computer in the middle of the call. There's not much I can see in the situation to troubleshoot. I have already uninstalled and reinstalled the desktop app. Any suggestions?
Photo of Caitlin

Caitlin

  • 134 Points 100 badge 2x thumb

Posted 5 months ago

  • 0
  • 1
Photo of Cecile Glassy

Cecile Glassy

  • 14,314 Points 10k badge 2x thumb
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-02-21   So many variables in the scenario that are not RingCentral related.

It is probably more to do with what type device they are running,  what version of operating system, is it via the App or via a web browser to access, is the browser actually up to date, what version of the App are you running.  What type of internet connection is it being made via etc.   

Perhaps providing a little more technical background details of what your install looks like would help others assist in troubleshooting this issue.   

I would seriously bet it is not on the RingCentral side of the connection.
(Edited)
Photo of Caitlin

Caitlin

  • 134 Points 100 badge 2x thumb
Thanks for responding, Cecile. I am on an ASUS F555LA laptop using Firefox 58.0.2. I have had this problem on multiple internet connections. I have installed RingCentral Meetings and most recently updated it a few days ago. The only "major" software I have running all the time in the background is Flux, but I doubt that has anything to do with it.
Photo of Cecile Glassy

Cecile Glassy

  • 14,314 Points 10k badge 2x thumb
Review your Event Application Log. Consider terminating Flux while booting your meeting access and rule it out.
(Edited)
Photo of Caitlin

Caitlin

  • 134 Points 100 badge 2x thumb
I don't see anything of note in the event log and stopping Flux didn't seem to affect it at all. When I click on a meeting URL, RingCentral opens pretty quickly (brings me to dialog box where the "Join a Meeting" button is grayed out) but then nothing happens for 15 minutes and then the call opens. Thanks for your help.
Photo of Chris Verdin

Chris Verdin

  • 2,438 Points 2k badge 2x thumb

Just curious if the meeting you are joining has the option checked to allow join before host or not.  If not try enabling it. 


I would also try disabling any anti virus software or firewall rules to see if any of this helps. 

(Edited)
Photo of Caitlin

Caitlin

  • 134 Points 100 badge 2x thumb
Thanks, Chris. Today I opened a meeting I was not hosting about 20 minutes early and after the 15 minutes had elapsed I was able to join and be the first person in the meeting.

I went in and specifically allowed RingCentral through the firewall but it doesn't seem to have changed anything.
Photo of Chris Verdin

Chris Verdin

  • 2,210 Points 2k badge 2x thumb

I would ask Support to setup a test meeting with you.  See if you can replicate it on one of their meetings. 

Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 33,420 Points 20k badge 2x thumb
Hey Caitlin,

I'm curious, have you tried using Chrome? Do you have a screen shot you could share of you trying to get into the meeting?
Photo of Caitlin

Caitlin

  • 134 Points 100 badge 2x thumb
Thanks for responding, Saadet. I have tried Chrome, it behaves similarly. There's not really anything to screenshot — Once I click "open link" in the dialog box RingCentral opens pretty quickly (shows login screen) and then nothing happens for 10-15 minutes, and then it just connects.
Photo of Luke

Luke, U.S. Tier 1 Support

  • 3,774 Points 3k badge 2x thumb
Hi Caitlin.

It's true there are a lot of factors that can contribute to this, so it's hard to say what is causing it without some troubleshooting. Lets take away possible contributing factors like your browser and event handlers in your OS.

As a test, could you try joining the meeting by using the meeting ID number? To do this, instead of clicking the link, simply copy the last part of the link, which should be a 10-digit number starting in 149 or 148. Once you have that number copied, manually open the RingCentral Meetings app and select "Join", then input the number.

As example: a meeting link should look like https://meetings.ringcentral.com/j/1495092852, just copy the Meeting ID "1495092852" and try inputting it when selecting "Join" from the main menu in RingCentral Meetings.

Let us know if that starts the meeting immediately or if there is still a wait.
Photo of Caitlin

Caitlin

  • 134 Points 100 badge 2x thumb
Thanks, Luke. When I open RingCentral Meetings, a tray icon shows up almost immediately, but then nothing happens for a few minutes even if I right click or double click on that tray icon.

Then after maybe 2 minutes, the box below pops up, but the Join a Meeting button is never clickable, always grayed like that, so I can't join a meeting except from a URL.

Photo of Luke

Luke, U.S. Tier 1 Support

  • 3,774 Points 3k badge 2x thumb
OK, that helps Caitlin. I think you will need to completely uninstall the RingCentral Meetings app. When you use the built-in Windows uninstall tool, it will not remove all related files for Meetings, there is one last folder you may need to remove.

Try this method:
  1. uninstall the app through the normal "add or remove programs" in Windows
  2. navigate to C:\Users\[your username]\AppData\Roaming and remove the RingCentral folder
  3. restart and reinstall the RingCentral Meetings app.

In order to find the AppData folder, you will likely have to show hidden items or manually add the "\AppData\" directory to the location bar once you are looking at your user folder. See below for how to show hidden items in Windows 10.



Let me know if you have any troubles finding the folder. If the issue continues after trying this, or if you would like help removing this folder, please open a case via the web or on the phone at our Contact Support Site.
Photo of Caitlin

Caitlin

  • 134 Points 100 badge 2x thumb
I have followed these instructions and nothing seems to have changed. I will contact Support. Thank you.

This conversation is no longer open for comments or replies.