"Sorry, we were unable to upload the file because it no longer exists."

Question

So, one of our users has been getting the error consistently when trying to attach files in Ring Central Message. The file name turns red, and the file won't send. But the files do exist. The permissions on the folders are normal, and I've even tried to deleting the user's profile on the computer and having them remake it in order to rule out a user account issue, still nothing. It will not work from other ring central accounts on her user profile, but it will work on ring central accounts on other user profiles on the same computer. I have no idea what's happening, I'm at a loss here. Does anyone know what could be going on?

mmtztustz · Answer

I can't solve this, but here are some troubleshooting ideas.
- send a file to her through RingCentral. Have her download the file. Is she able to open it & send it back?

- Reproduce the issue. Write down the exact date&time you did. Write "/debug-save" as a message to a random person, without the quotation marks. This will download the app logs and won't send any message to whoever it was typed to. Send the logs to support.
Include 3 screenshots(of error msg, of file you are uploading within folder, of same file successfully being sent over from a different profile on same computer, etc.)

- If you are using the desktop app, see if you can reproduce the issue on the browser app and vice versa.
This is the link for the browser app for US:
https://app.ringcentral.com/

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