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Paul Faix asked Embbnux Ji answered

Embeddable Widget - login internal error

Hi,

we have integrated the RingCentral Embeddable widget to our web app. We are currently testing it with our sandbox account and we noticed, that one of our users cannot sign in using the widget. When he clicks "Sign In" button, everything seems correct - new browser tab is opened where he enters credentials. Afterwards it notices him about app scopes, which he authorizes. Then the tab is closed and the original tab where he clicked the "Sign In" button shows "Login failed due to internal errors. Please try again later." error message instead of having the refreshed widget with logged in user.


I've noticed only one difference between users for who it worked and for who not - when user who was able to sign in clicked the "Sign In" button, it opened a new window / popup, while for the other user it opened a new tab. Both users use same Chrome browser. The app should be configured correctly in the RingCentral account as it worked nicely for the other user - he was able to sign in, make & receive calls, etc.

Could you please advice what could be causing the issue? This is how the widget looks like after the tab is closed (after signing in).

widget-error.png

Thank you.

errorslog inembeddable
widget-error.png (15.9 KiB)
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4 Answers

Embbnux Ji avatar image
Embbnux Ji answered

Hi @Paul Faix Can you check with the user if he installs any Chrome extension to change window open behavior of Chrome. From screenshot, it seems that the widget fail to receive message from the login page.
And it is appreciated if you can help to collect logs from Chrome developer tool, it can help us to track the error.
To collect logs:
1. The user need to open Chrome developer tool firstly, then reproduce the issue.
2. Go to developer tool's console panel, right click log to save all as file.

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Paul Faix avatar image
Paul Faix answered

Hi @Embbnux Ji. We have tried also in the incognito window with all plugins disabled, but it behaved the same. We've checked the console and there really is an error, after authorizing the app - see attached - logs.txt


logs.txt (3.1 KiB)
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Paul Faix avatar image
Paul Faix answered

Can we get some update regarding the issue?

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Embbnux Ji avatar image
Embbnux Ji answered

Hi @Paul Faix Sorry for missing the reply. From the log, it shows the account does not work with the client id. Do you create a private app client id, and using an account that is different the RC app client's creator account.

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Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys