question

Suzen Masatunya asked Sep 20, '22 mary-community-moderator commented Sep 22, '22

Can't send messages using the soft phone and can no longer click to dial, this is happening organization ward. Please help it's urgent

softphone

1 |3000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mary-community-moderator ♦♦ commented · Sep 20, 2022 at 05:00 PM

Hi @Suzen Masatunya, just to clarify, are all users experiencing this issue?

0 ·

Suzen Masatunya mary-community-moderator ♦♦ commented · Sep 20, 2022 at 05:01 PM

Yes all users using the softphone are experiencing this

0 ·

mary-community-moderator ♦♦ Suzen Masatunya commented · Sep 20, 2022 at 05:04 PM

If you're the admin on the account, please submit a ticket to Tech Support so that they can troubleshoot the issue.

https://support.ringcentral.com/new-case.html

0 ·

Show more comments

Travis Conway commented · Sep 21, 2022 at 06:20 PM

Curious, what point does the call fail. Our users are getting stuck at "Connecting" when dialing. Support has not been able to resolve and every log we send gets some response back as to why they cant use the logs.

0 ·

mary-community-moderator ♦♦ Travis Conway commented · Sep 22, 2022 at 03:18 PM

Hi @Travis Conway; I can see that your previous case was closed. Let me open a case for you and escalate it this time to resolve your issue.

0 ·

Suzen Masatunya Travis Conway commented · Sep 22, 2022 at 10:17 PM

The call wasn't failing we just couldn't click to dial or send text messages. Apparently our Ringcentral needed an update and we finally got helped by a Sarah. she was super helpful but the wait time was insane considering it was an urgent matter. The back and fourth emails of instructions to do everything you have already done really didn't sit well with me

0 ·