Recommendation (not an answer)
We have talked to support and they have escalated it up to engineers. RingCentral has engineering ticket open as well. We have also talked with RingCentral's sales team who sold us the software and they are willing to help as well. We are receiving help, and we appreciate it, but we don't have a solution just yet. I'll encourage you to engage your sales team and continue to talk to support team at RingCentral
Our issues
We are a new customer as well and we also have challenges with RingCentral Video conferencing similar to how Bob described. We have fewer issues with phone audio. We have more issues with RingCentral Video.
We do have pockets of very significant issues with RingCentral Video - CPU spiking to 100% and staying there, audio breaking up as soon as screen is shared, Seeing `Shared screen is minimized` message when sharing a screen, audio breaking up when network traffic is generated while on screen share etc. Not everyone sees these issues, which makes it harder for us to troubleshoot. Some users notice this issue consistently. Some users have no issues if they used app.ringcentral.com instead of RC desktop app to conduct conference; while acceptable, using web app changes user experience. We don't want users to flip-flop between web app and desktop app.
How the issue impacts acceptance of RingCentral
RingCentral Video's substandard quality compared to competition is inhibiting wide-spread use of RingCentral for unified communication. Staff who are external-facing are reluctant to use it if they face a challenge with RingCentral video conference - such as CPU usage, audio breaking up, shared screen is minimized issue, and more. This challenge is making our IT team's job harder.
The cool features of RingCentral can be overshadowed rapidly if users keep on facing RingCentral Video conference. The longer the issue stays unresolved, the fast the confidence in this good product will erode and the harder it will be for our IT team to regain staff's interest in RingCentral. We see RingCentral as a promising tool, but this video conferencing issue is certainly a thorn - especially in this day and age when video conference meetings are prominent than ever before.
@Bob Scullin What's the make and model of your laptops? We have Lenovo Thinkpads: T-470, T-480 etc. with i5 processors and 8 or 16GB memory and all systems using SSDs.
Thanks for the detailed information Craig. We too have a ticket escalated up to engineering, and our sales team involved. We heard back from our tech that RC released version 21.1.30 yesterday which should help with the CPU load issue, but initial testing with a small group shows no distinguishable change.
Troubleshooting across a number of machines, we thought there may be a correlation between those with high CPU loads when sharing video / screen shares and older DisplayLink drivers. Updating this driver have no impact.
We have seen better results using the web app, however the overall user experience is impacted by the interface and browser gotcha's such as enterprise policies, mic and speaker permissions, notifications, and switching mics and speakers.
For those following this thread, if you have the ability to give your users a computer with at least 8th Generation quad core processor like i5-8250U or better (https://en.wikipedia.org/wiki/List_of_Intel_processors), your RC Video experience will be equivalent to or close to Zoom when video is ON and your screen sharing is ON also.
RC Meetings, Zoom etc., on the other hand, will work just fine on older processors with 2 cores.
Hi Everyone,
The product team is currently looking for customers interested in beta testing RCV CPU Optimization in the RingCentral app, desktop version. If you are interested, please comment below. We'll be using your community profile email address to follow up, so if this is not your preferred email or the email attached to your RingCentral account, please indicate what email to use. Thank you!
@Jessica-Community_Moderator
I was told to reach out to you about the beta version of the software with the CPU optimizations, as we are having a couple problems on our end if you can please reach out to get us on that version.
@Jessica-Community_Moderator When did CPU Optimization go into production? We're experiencing general application crashing in our VDI environment for the last 6-7 days and noticed there was an update mentioned on 8/13. We do have a case open, so just need to know if that is when the CPU Optimization was rolled out.
Just spoke to Tech Sppt today and received word that 2 bugs have been identified and a fix is tentatively scheduled to be released late March or early April 2022. Has anyone else received this notice?
Any updates on this issue? We just started using the video function to have a screensharing during a conference however, Ring Central is taking too much CPU usage.
