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Mahatma Coate avatar image
Mahatma Coate asked kim commented

Cannot create new case

I'm trying to create a new online case, but each time I press NEXT it keeps on reverting back to the same page with no message or error and won't proceed. All there is, is a checkbox to confirm the contact details are correct. Even with Yes ticked the same page keeps reloading.

Can somebody from RingCentral please advise as I don't want to have to hog an extension to call support about my issue.
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kim avatar image
kim answered
What web browser are you using? FireFox or Chrome is the best bet. 

1) Please delete cache & cookies from web browser history.

2) Please try a different web browser. 

Note: after you select "submit" there is 1 more step on the next page before your case is submitted. It asks you if the articles listed were helpful, please select "No, submit case" and a case number will be generated. 

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Mahatma Coate avatar image
Mahatma Coate answered kim commented
Was using Chrome. Tried Firefox. Same result. Not cookies as first time using ringcentral in firefox. 

There's no article listed help button, no messages or anything. It justs reloads the same page, however note that the text added to the description is now greyed out and non editable.
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kim avatar image kim commented ·
Ok.  Make sure all fields with a red * are filled in.  It won't let you proceed without all completed requirements. 

Let me also test this on my side.  Although, I do see other web cases coming in to our web queue. 
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kim avatar image kim commented ·
I just tested it...it is working.  Make sure all the required fields are filled in :-) 

Let me know
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Mahatma Coate avatar image
Mahatma Coate answered kim commented
All *'s filled in. Not sure if it matters but I've selected as the issue Desk Phones / Polycom / Others. High Priority and "Sometimes unable to answer call" as the subject.
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kim avatar image kim commented ·
Ok...i'll test it again duplicating those fields.  Did you feel in both the subject and description? 
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kim avatar image kim commented ·
I am able to create a web cases with those fields. 
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Mahatma Coate avatar image
Mahatma Coate answered kim commented
Just keeps coming back to this page:
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kim avatar image kim commented ·
did you select "YES" at the top for correct contact info? 

Are you UK customer? I was just made aware that some UK Accounts are having problems. 
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Mahatma Coate avatar image Mahatma Coate commented ·
Yes, I checked YES, but when the page reloads the checkbox is unchecked, and yes, we're a UK customer
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kim avatar image kim commented ·
Ok.  The UK was having issues, they are working on it. 
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