question

piz avatar image
piz asked scott-walker11512 answered

mobile app not ringing

I've been using ring 4 years with no problem in the US. Recently the app on my verizon iphone 6 doesn't ring on incoming calls consistently. Used to run flawlessly with no problem.


As of about 2 weeks ago incoming calls ring maybe 30% of the time. Reinstalled the app 3-4 times. Rebooted phone 3-4 times. Phone is running ios 10.3.1. App is up to date. On wifi or 3g/4g/lte doesn't matter. Checked all the settings. An employee on att is having a similar problem. Anyone else seeing this behavior? Is there a fix?


We checked the ring settings, notify/ring softphone/apps with 0 delay. Like we've always set it. Nothing has changed. Please help.



mobile
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saadetswift16514 avatar image
saadetswift16514 answered
Hello Piz,

I would suggest opening up a case by clicking the button below:

In your case it would be helpful to provide the following information:

1) A call example

Called number: 
Calling number: 
Date: 
Time and Time Zone: 
What happened:
If using data or on WiFi:

2) How many users are being affected

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piz avatar image
piz answered
It looks like the app just had an update and so far the issue is resolved.
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a-shelly-ahearne1 avatar image
a-shelly-ahearne1 answered saadetswift16514 commented
There is a change, I have also got this problem. The Mobile is no longer listed under devices and phones
4 comments
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The RIngCentral Mobile app (not the RIngCentral for Windows application) has never shown under the devices and phones section of the Admin Portal. There is no way the Admin Portal would know which apps you have on your cell phone. The only place that allows you to activate the app on a cell phone is under Call Handling and Forwarding.
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Hey A Shelly,

I was a phone support agent over a year ago and never have seen what you are referring to. So, I asked a Tier 2 agent who has been here for over 2 years and they verified that we have never had the option to add the Softphone (RingCentral Phone for Windows/Mac) and the Mobile App (for Android/iOS) to a RingGroup separately. 

In fact, when a User is in a RingGroup, their Mobile App will not ring - only the softphone or a desk phone is able to be selected.

Are you possibly referring to something different? Maybe this section where you add your Mobile Phone Number under Call Handling & Forwarding?

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yes it did, it showed in the apps and you could select. how would RC know what apps I have on my pc? however it tells me when i need to deactivate a device.
I know it used to be there!! As I saw it. It changed about a year ago.
100% used to show the devices with the number on it.
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Sorry in devices - not apps
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a-shelly-ahearne1 avatar image
a-shelly-ahearne1 answered J.B. Ferguson commented
Under phones and devices in the user, there used to auto list if the user had a mobile app for the number. This is no longer there and therefore you cannot select the user in a ring group, choosing either the phone or the mobile,

I have asked at the helpdesk and the staff at RC dont seem to know it was there before and so do not see the issue.


1 comment
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The Support desk is correct. The RIngCentral Mobile app (not the RIngCentral for Windows application) has never shown under the devices and phones section of the Admin Portal. There is no way the Admin Portal would know which apps you have on your cell phone. The only place that allows you to activate the app on a cell phone is under Call Handling and Forwarding.
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a-shelly-ahearne1 avatar image
a-shelly-ahearne1 answered a-shelly-ahearne1 commented
But since you can no longer select the mobile app separate to the desktop app, there is no consistancy in answering calls. You selected before in the ring group to have BOTH mobile app and desktop app answer, then both would ring together allowing you the choice to answer. Now there is no such selection and the mobile will only ring when you are not logged into the desktop app.

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Hi A Shelly,

The mobile app and desktop app have never been listed separate from each other in our online portal. In fact, there's an active feature request to have this happen.

Now, what exactly are you trying to accomplish? What exactly are you experiencing? The setting to have the mobile app and desktop app ring at the same time is under the User's Call Handling & Forwarding section - it is the 1st option. Also, what is the extension number that you're having issues with? I would be more than happy to take a look at the settings.
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In ring groups, I want to select either one. I did used to have this feature and now there is not a selection.
 So the 2 were LISTED separate before... and now there is only ONE .
So I could choose in a RING GROUP to call all my desktop apps and in a sep ring group the mobile apps.
Now there is only one selection

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chris-duquette4018 avatar image
chris-duquette4018 answered
maybe make sure its not set to answer calls through glip, i noticed when glip started handling phone calls as well i encountered some hiccups.
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a-shelly-ahearne1 avatar image
a-shelly-ahearne1 answered
Ring Groups used to have a selection of each device that the number was on. Now there is only one selection for the number.
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brandon-eddy11783 avatar image
brandon-eddy11783 answered brandon-eddy11783 commented
+1 Having this issue now. We were presenting the functionality to our associates when this occurred which looked really bad. Desk phone & mobile app set to ring simultaneously, with app set to 0 second ring settings (as advised by RC staff). Desk phone rang, but the mobile app did not.... Had been working all day, none of the settings had been changed for the presentation. Appears the issue is still prevalent a year later.
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Hey Saadet, it was a direct call. I'll open one up. 
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Hey Brandon, as an FYI the mobile app will not ring if you are part of a Ring Group (listed under the Call Handling & Forwarding of another extension). Now, if that's not the case and you received a call to your direct number, then please open a Support Case so we can look into what's going on
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scott-walker11512 avatar image
scott-walker11512 answered
For what it is worth, I see this from time to time.  And uninstalling the RC Phone or RC App (new one) and re-installing on the mobile device seems to fix it.  I believe it effectively re-registers that instance/device with RC services.  I have tried other things like logging out and back in, but it only starts working after a re-install.
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