RingCentral App for iOS does not Ring or Notify

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Paul McGarr asked Apr 29, '15 Paul McGarr commented May 12, '15

RingCentral App for iOS does not Ring or Notify

Current version iOS, iPhone 6, current version RingCentral. No ring, no notification. Notification used to work, notification settings for RingCentral app are all set correctly. Account setting are set correctly too, at least they are set as they were when app used to work. This app is nothing but trouble, I miss more calls than I get. For a business product this shouldn't be.

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Answer 1 · 2015-04-29T22:35:08Z

mike answered Apr 29, '15

Hi Paul, there are a variety of settings that need to be checked if the mobile app is not ringing.

The first thing to check is: Log into that extension and go to Call Handling & Forwarding > Desktop & Smartphone and make sure it's set to the "On" position.

If this does not work or there's another issue, let us know.

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Answer 2 · 2015-04-29T22:58:50Z

Paul McGarr answered Apr 29, '15 mike commented Nov 27, '17

It is on.

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mike commented · Apr 29, 2015 at 11:06 PM

OK, Next can you tell me if the Softphone Rings but the mobile app does not?

Also, do you have it set up to forward to any numbers after a certain number of rings?

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Paul McGarr commented · Apr 29, 2015 at 11:10 PM

I do not have a PC softphone, just the mobile app. I do have a hard phone that does ring. I am not forwarding at all.

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mike commented · Apr 29, 2015 at 11:15 PM

Ok, in this image, directly below the "on" switch, there's a field to set the number of seconds before forwarding begins. What do you have it set to?

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Paul McGarr commented · Apr 29, 2015 at 11:17 PM

Zero

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mike commented · Apr 29, 2015 at 11:18 PM

OK, so it's forwarding to the deskphone instantly then. You'll want to set it to about 15-20 then test it again.

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Answer 3 · 2015-05-05T13:44:33Z

Shelley Alonso answered May 5, '15

My frustration with this has come from the IOS version. I've discovered that while Android users can swipe the app closed and it continues running in the background, IOS truly shuts the app down and prevents it from running in the background, which prevents incoming calls....

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Answer 4 · 2015-05-05T20:55:58Z

kim answered May 5, '15

Shelley, Apologize but this is an apple setting not a RingCentral Setting. In an apple device, if you double click your home button and swipe an app upward it closed it and prevents it from running in the background. This is an IOS security policy set by apple. RingCentral cannot remotely launch an app.

Kim

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Answer 5 · 2015-05-05T21:14:40Z

Paul McGarr answered May 5, '15 Paul McGarr commented Nov 27, '17

But this is not my issue. I am not closing the app. My issue is back. No ring, no notification. Just missing calls. Based on everything else consistently working normal and the RingCentral app working occasionally at best, I'll assume this is the app. Another major disappointment with my RingCentral service. I don't have a desk job. I need this functionality. Is this a known issue?

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mike commented · May 05, 2015 at 09:21 PM

Hi Paul, There are no known issues that would cause the app to only work part of the time. This is likely a configuration issue. A setting on the online account, the mobile app, or the cell phones wifi/data settings, or a combination of these things. I think the most efficient way to help you out is via phone support if you want to give us a call.

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Paul McGarr commented · May 05, 2015 at 09:27 PM

I'll try later, around 7:00 eastern. I've done this before though...

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Paul McGarr commented · May 09, 2015 at 10:46 PM

FYI, I decided I must be crazy. So, I totally wiped my iPhone and started over as new. I installed just the RingCentral app. Worked like a charm...for a couple days. I left my phone brand new, didn't change anything or install any apps. Watched my wife call me. Nothing. Desk phone rang, but no notification. Checked the call log and the missed call was listed. Then my wife called again and it rang. I'm thinking if the app sits unused for an extended time it stops listening. Not sure how long it has to sit, probably dependent on resources available or something. Anyway, missing calls again. Not reliable, and now I am confident it is not me. Maybe it is my low usage pattern that sets me apart from the rest, but it is not me. Missing calls is bad for business and this is not acceptable for a business product. This is the second time I have been tempted to look for alternative service. One big strike for product reliability, and a previous huge strike for customer service .

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mike commented · May 12, 2015 at 06:56 PM

Hi Paul,

If you've already reinstalled the app, and are sure all the configuration settings are correct, then the only other think I can think of is a poor/inconsistent wifi, or 3g/4g signal.

If none of these things apply then feel free to Open a Case and let us know the model and OS version of the phone and version of the mobile app you have installed so our support team can do some research on this. Also, if you can document the date & time of a call that may be helpful as well.

Mike

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Paul McGarr commented · May 12, 2015 at 07:02 PM

I've already invested way too much time on this. Latest iPhone, latest iOS, and latest app version, and yes this issue continues on the app update from just a few days ago. Sorry, I am just out of patience. I have issues even in areas (home) with very strong wifi. Yes, wifi is on and connected.

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