Unable to make/receive calls on a specific computer in RC desktop app and browser

Hi Lucy, have you tried to uninstall/reinstall your app?

Thanks Mary. Yes, uninstall/reinstall did not resolve the issue. This is also happening in the browser. Everything works fine on another computer in the same Office. My situation is somewhat similar to what is described at https://community.ringcentral.com/questions/107855/unable-to-place-receive-calls-rc-application.html

Sorry Mary, wrong link. Here's the right one https://community.ringcentral.com/questions/106333/unable-to-place-outbound-calls-ringcentral-desktop.html

I have the exact same problem. have tried uninstalling-reinstalling , reverting group policies, change network policies, ad exception to firewall, etc.. web browser version  behaves the same way. 

but when connected to a different PC it works fine. also works on cell phone app. 

Hi ​@Decoy,

These are some of the recommended troubleshooting if uninstall/reinstall doesn’t work.
 

Check your Antivirus and Firewall Software:

• Antivirus programs can sometimes include a firewall that blocks specific ports needed for RingCentral's incoming and outgoing call traffic.

• Temporarily disable your antivirus software (just for testing purposes, and remember to re-enable it afterward for security).

• If that resolves the issue, you'll need to configure your antivirus/firewall to whitelist the ports RingCentral uses. You can find the required network ports and IP ranges in RingCentral's network requirements documentation, but common ones for media are UDP 20000-64999 and for signaling TCP 5090, 5091, 5096, 5097, 5098, 5099, 8083, and 443.

Check Phone Settings within the RingCentral App:

• Sometimes, call rules or caller ID settings can cause unexpected behavior.

• In the RingCentral app, go to Settings > Phone. Verify your "Incoming call rules," "Incoming call information," "Blocked numbers," and "Default caller ID" under "Outgoing" to ensure everything is set up correctly.

Network Connectivity on that Specific Computer:

• Even if other devices work, there could be a localized network issue.

• Run a speed test (e.g., via speedtest.net) on the affected computer to check its download speed, upload speed, jitter, and ping. Inconsistent or poor results can impact call quality and functionality.

• If you're on Wi-Fi, try connecting via an Ethernet cable if possible, or move closer to your Wi-Fi access point to rule out wireless signal issues.  

If you've gone through these steps and the problem still persists, gathering diagnostic information will be crucial for RingCentral Support. You can easily capture logs from within the RingCentral app.

1. Go to Message Tab > Open a conversation.
2. Type /debug-save in the text field, the logs download will start in a min.

This will download a log file that you can provide to support for a more in-depth analysis of what's happening on that specific computer. 

Hope this helps, ​@Decoy. Feel free to drop an update here if anything changes or if you need more help.