Unable to log in to RingCentral Meetings from one Mac. Problem is identical to Eduardo's

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  • Updated 1 week ago
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About 4 days ago, RingCentral Meetings on one of my Macs (MacMini i7, 16GB, running OSX 10.11.6)  started exhibiting the same behavior as reported in the community forum by at least a half dozen users now. Every time I try to log in, RC Meetings reports I am not connected to the Internet, and I need to check my network connection. My Internet connection works just fine because I can connect to every other Internet service or website I use. I can even connect to the RingCentral Glip app. Because I can't log in, I am unable to connect to meetings and the floating window with Join Meeting / Start Meeting buttons won't load. FYI: I am running RC Meetings for Mac version 6.3.135305.1213, which is the most recent version as reported by the application itself.

At first, I thought the issue might be an account problem, but my tests demonstrated that wasn't the case. I was able to log in to my account from the web at service.ringcentral.com. Next, I attempted to use RC Meetings from my Mac laptop. Everything worked perfectly.

Now for the real clincher, I can log in to RC Meetings, and it works beautifully on the same Mac where I'm experiencing this issue when I boot the Mac from an external SSD running a slightly earlier version of MacOSX (version 10.10).  The only variation I have noted is a report by the MacOS network traffic inspection utility, Little Snitch, which reports RC Meeting's digital signature is different when running from the external SSD partition than when booting from my primary internal SSD. Little Snitch's messaging is a bit cryptic, but it suggests the application isn't signed on the Mac partition I can't log in from. I opened the application package and did some snooping around, and I discovered this in the plist XML:



It kind of looks like there might be something missing, don't you think? Of course, I might be barking up the wrong tree, but I've given you a whole bunch of information to investigate and resolve this issue.

Let's review. I eliminated all of these possible variables:

  • Not a firewall issue: No firewall in operation; no ports are blocked.
  • Not an account issue: I can log in to my account from service.ringcentral.com. I can log in from my Mac laptop. I can log in on the Mac I'm experiencing the problem on when booting from an external SSD with an alternative version of the OS.
  • Not a router or ISP issue: All testing has been accomplished using the same router and ISP.
  • Not a computer hardware issue: I can connect from the same Mac that can't connect when booting a slightly earlier OS version from an external drive.

Jessica - If you are reading this I would argue you haven't been doing your job (or a very good job) by directing folks experiencing this issue to submit tickets to tech support. I have a free account, and I haven't found a way to submit a ticket or interact the support team on chat. I wanted to expedite resolution of this issue so I tried to buy a paid subscription two nights ago. I tried two different credit cards, but RC's payment gateway reported it couldn't process my cards. It wasn't telling me it could authorize charges to my card (which my bank would have notified me about) so it sounds like Ring Central' payment processing might be offline. No help there.

As a community evangelist, it's your role, Jessica, to act as a facilitator who elevates customer concerns so they get the visibility within your support organization necessary for quick resolution. I am very glad to see that you created a ticket for Edoardo Tuo, who IMHO was treated in a condescending, unhelpful manner by J.B. Ferguson, who, again in IMHO, is not the kind of person you want representing RingCentral and its brand.

Right now, I have a very lukewarm opinion of RingCentral's customer service and support organization, which is a great opportunity for you to convert me from a skeptic to a fan. I'd start by forwarding my email to your executive response team so they can connect with your developers in hopes of getting this issue resolved quickly and easily for everyone experiencing it. 

Please send me the ticket number if you create a ticket for me. Thank you, and I look forward to hearing from you or someone else at RingCentral.

Len F. 
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Len Fischer

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Posted 9 months ago

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Jessica - Community Moderator, Official Rep

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Hi Len, 

I have escalated your issue to our Executive Response Team. Your case number is 08286495 and someone will be reaching out to you soon! 
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M Ch

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Hi, Jessica - I'm not sure if this is the right way to do this, but I'm having the exact same problem.  When I try to login to Ring Central on my Mac, it tells me that I don't have an internet connection and to try again.  
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Jessica - Community Moderator, Official Rep

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Hi M, 

This is a known issue that has been reported. Currently, there are a couple workarounds posted throughout Community. Make sure to check and see if you have both Zoom and RingCentral downloaded-- if you do, follow these steps: 

  1. Click on the search option in the top right of your desktop
  2. Search for ‘~/Library/Preferences/’ then select “Preferences”.  This will open up the Finder.
  3. In Finder, search for the file named “ZoomChat.plist”
  4. Right click on 'ZoomChat.plist', and select ‘Move to Trash’.
  5. Uninstall RC Meetings. Back in Finder, navigate to ‘Applications’.  Find ‘RingCentral Meetings’, right click and select ‘Move to Trash’.
  6. (If Applicable) Uninstall Zoom. Back in Finder, navigate to ‘Applications’.  Find ‘Zoom.us’, right click and select ‘Move to Trash’.  
  7. Right click on the Trash Can in the bottom right and select ‘Empty Trash’.
  8. Restart your Mac. 
  9. Reinstall RingCentral Meeting which can be found here: https://success.ringcentral.com/lc/cms/downloads
 
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Jay Reed

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I know this is a common question, but is there any identified cause of this yet? It seems to be happening to random reps without any discernible pattern. 

If there's any more information for this issue, or if I'm looking in the wrong place for updates, please let me know. 
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Jessica - Community Moderator, Official Rep

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Hi Jay, 

It's tied to the plist with Zoom and the RC app. I don't have any more details beyond that. A permanent fix should be in place on our next meetings update (barring any major hiccups and bugs) 
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Marcus Boggs

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Hi Jessica,
Thanks for your involvement with this issue.  I am having the same problem (i.e can't log in to RC Meetings, .check network connection, invalid meeting ID,etc).  However, I am running Mojave 10.14.5.   When I tried the troubleshooting steps above, I don't have a ZoomChat.plist file to delete,   I have deleted both Ring Central and Zoom files per the instructions.  Restarted. Reinstalled RC Meetings and the same issue occurs.

Please let me know if there are any other workarounds. 
Thank you !

M Boggs
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Len Fischer

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Apologies. I have been very busy and have not checked back in. Let me share what I know, including a work-around that might help some of you.

  • My connection issue has been escalated to Tier 3 Tech Support, which is actively working with RingCentral's partner (I assume that's Zoom) to resolve the issue.
  • At the request of RingCentral's Tier 2 Tech Support, I installed a special version of the RC Meetings client for Mac that creates diagnostic logs, which captured a lot network information. The logs have been sent to Tier 3 support.

Here is how you might be able to work around the problem. This solution worked for me. Hopefully, it will for you, too.

Create a new user account
Make sure you're logged in to account with Admin control over you Mac.
  1. Go to System Preferences --> Users & Groups.
  2. Click the padlock in the lower left of the dialog box that appears and enter the password for admin account you logged in from.
  3. Click the + in the lower left above the padlock icon to add a new user account.
  4. Complete the panel that appears. Choose Standard or Administrator from the New Account drop-down menu. Make sure to choose a password you'll remember and keep it somewhere safe.
  5. Click Create User.
  6. When the new user appears in the user list on the left, close System Preferences.

Launch the new user account

To log in to your Mac using the new account you just created, consider these options:
  1. Disable Automatic Login in Systems Preferences --> Users & Groups if it's enabled. This will let you choose the account you want to use to start up with each time you log in.
  2. Restart your Mac and click the icon for the new user account you just created when it appears on the screen.
  3. If you have Fast User Switching turned on, you can use it to switch accounts without rebooting.
Tip: Understand multiple accounts and Fast User Switching on a Mac.

Launch the RC Meetings app from the new user account
  1. Locate the RingCentral Meetings app in the Applications folder on your Mac and double click its icon.
  2. A panel should open prompting you to log in to RingCentral Meetings account. Enter your username and and password.
  3. If the log-in is successful, you should see the RingCentral Meetings floating menu panel appear in the top right of your screen.
  4. Click Settings (the gear icon) to set your general, audio, video, and meeting preferences, which will be unique to the new account you created.
  5. Start or Join a meeting to test RC Meetings is working correctly Note: Your recent meetings list will be empty. Your scheduled and recorded meetings probably will be missing, too. They're stored with the user account, not in the cloud or inside the app itself.
Let me know if this workaround works for you. I know creating a new account might sound a bit extreme, but it only takes a few minutes. Having to reboot as a different user each time you want to use RingCentral isn't the most convenient, but hopefully, it will only be temporary.

Best regards,
Len









(Edited)
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Len Fischer

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Shades: Thanks for the update about iTunes. I agree. It doesn't appear to have an effect on whether I can log in to RC Meetings or not. See my additional notes below.
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CJPT & Pilates

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This worked for me!!  Thank you.  Fingers crossed they fix the app soon.
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Marcus Boggs

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Len,
Your solution is the only one that has worked for me.  THANK YOU VERY MUCH!!!!!  I have been struggling with this for the last several weeks. 

BTW.  I am posting this 5 months after your original workaround and the RC folks don't have an official fix yet. This all occurred after I updated my OS to Mojave 10.14.5
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Marcus Boggs

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Len,
Your solution is the only one that has worked for me.  THANK YOU VERY MUCH!!!!!  I have been struggling with this for the last several weeks. 

BTW.  I am posting this 5 months after your original workaround and the RC folks don't have an official fix yet. This all occurred after I updated my OS to Mojave 10.14.5
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Aloke Nath

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Len,

Thanks for the workaround, it's the only one that seems to work consistently!

However, the biggest issue with this workaround is that if you launch RC Meetings from a new user account, it will launch just fine, but now if you want to share you screen and you switch the account to show content from your original user account, RC Meetings is no longer accessible and you cannot share anything! In fact it suspends the connection to the other users that have joined your meeting! Is my assessment correct or am I missing something, i.e can I launch RC Meetings from the the new user account and still operate it from my original user account

I wish RC would just fix the problem - it's a pain in the behind and it's only been 6+ months since the original problem was reported.

Aloke