I saw this same message that it was loading the plugin and would not get past that. For us, it was a firewall rule. The traffic for the RingCentralForTeams.exe had been denied on the firewall we use. We needed to open some IP ranges up. We found this info for the IP supernets that might need to be opened up for items to work. Network requirements (ringcentral.com)

Once that was added to our rules, the plugin would load fine. I hope that helps in your case, but I don't know if you use any other firewalls.

Hello there, we are having the same issue and it is not our firewall. 

The Desktop Plug in is installed but somehow it stops running.

Any solution?

Mario

Hi ​@mrodriguez-2 

Have you already raised a support ticket for this issue?

Providing them with details like:

• The exact version of the Desktop Plugin you're using.

• Your operating system (Windows/macOS version).

• Any error messages you see when it stops.

• If it happens consistently or randomly.

• Any recent changes made to your system.

This will help Support team pinpoint the root cause and provide you with a specific solution. They have tools to diagnose these kinds of persistent software behaviors.

Let us know if you've opened a ticket, and if so, feel free to share any insights you gain from their investigation!

Was this resolved.  We are seeing a similar issue with the desktop plugin not responding or losing connection to the embedded app.  It is random at this time.

Our details:

Desktop Plugin version 25.3.21-build.206 (25.3.21)

Windows 11 (24H2)

Error message “Can’t load plugin...” or “Loading plugin...” or “Session timed out...”

Randomly happening

No recent changes made to the system

We’ve got a RingCentral Support Case 27984XXX.

This issue is re-occurring more frequently now and it is affecting multiple users.

This is what RC Tech Support had to say about this:

--------------- Original Message ---------------
From: Tech Support [techsupport@ringcentral.com]
Sent: 7/9/2025, 8:16 AM
To: XXXXXX
Subject: RE: Support Case 27984XXX | RingCentral Integrations Support

Hello Mario,

This is what our engineers suggested to do:

To refresh the Embedded App, if you encounter the issue again.

Then, if the Embedded App keeps loading or loading fails, that means it's a 100% network issue.

We’ve been having the same issue for a few weeks now too. 

It’s very random but now spread wide over our 4000 odd users. 

Our network team have gone over the network requirements again and rules are set as they configured them prior to roll out. The issue occurs not only on our corporate network but for people WFH using their own broadband connection. 

I’ve updated my plugin to what seems to be the latest available here (UK) 25.3.11. The RC app in Teams is 25.3.21 (this looked to have updated this morning). This was in hope that a later version would fix the issue but, alas it is still occurring. 

We have a ticket open with our provider who in turn have a ticket open with RingCentral. We have provided logs from the plugin and PCAP.

Clicking away from the RC app in Teams to something like “Chat” and clicking back seems to kick it in to life sometimes. We have also found that quitting the plugin via the hidden icons tray and re-opening the plugin also works. However, this does not perm fix the issue.

So far, RC have asked us to check network requirements (done) and noticed these two errors in the logs:-

Error fetching system information: Error: timeout message:

Error: Registry key or value not found\n' +

Anyone else seen anything similar in their logs at all?

Ring central support keeps saying its network.   But both work network and on my home one?   And it seems to be so off and on.   Web and application has no issues.

Hi everyone, sorry for the late response! I was able to gather more details on this issue, and it’s already been raised to our engineers. If you haven’t created a ticket yet, please go ahead and do so, so it can be linked to the ongoing investigation. When you submit your case, please include case number 28340353 and mention that it’s related to this issue.

Thank you for the update, Mary.  Our org has also entered in a ticket, referencing 28340353. Just like the other users in this topic, our plugin is randomly failing for staff, causing their phone pairing to break along with inbound/outbound call failures.  We typically see the plugin status go from “Loading plugin…” to “Session timed out..” (see screenshot).  Our environment is using the latest plugin available 25.3.21-build.206 (25.3.21) along with the latest embedded app 25.3.21 (336, J25.3.21).  Reloading the embedded app seems to fix the issue but the plugin tends to fail again later on in the day.

You’re welcome, ​@CharlesF25. Thanks for sharing the details of your current issue. 🙂

I would Like to report this as well for our org that is also happening. Tried Troubleshooting with re-installing app, and re-installing plugin. Not sure what’s causing it to Idle/sleep or maybe it’s something else.

Usually how I notice it is if teams is running on the background then bring to the foreground after x amount of time, it will say plugin is loading. doesn’t usually take long, but sometimes it would just not able to load, so have to quit plugin and re-open. 

Other times it will be the “session timeout” tried to do the steps before, but didn’t work until I also quit/close MS Teams and re-open.

Hopefully there’s a clear permanent resolution for this.

Thanks for sharing these details. I really appreciate the thorough explanation of what you’ve tried so far. I recommend submitting a support ticket as well to track it properly. Hopefully, we’ll be able to identify a permanent fix soon.

Add me to the list of incredibly frustrated customers with this issue. Annoyingly spent four days with support checking random things on our set up before seeing this thread. At least one of our users is losing her mind!

Obviously their assumption was it was an issue with OUR infrastructure!

Simon