question

Robert P Rahrle avatar image
Robert P Rahrle asked saadetswift16514 commented

Desktop App: "Calling Unavailable" error

calling unavailable
9 comments
1 |1000

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

kim avatar image kim commented ·
What's your case number with Support?
Have you tried rebooting the PC? 
1 Like 1 ·
Robert P Rahrle avatar image Robert P Rahrle commented ·
0 Likes 0 ·
Robert P Rahrle avatar image Robert P Rahrle commented ·
I have attached the case number above. And I'm rebooting the PC now
0 Likes 0 ·
mike avatar image mike commented ·
Robert,  can you run a tracert instead of just a ping test?  It will show more details and most likely show where the connection is broken.  Then copy the screen and upload it to your case also.

How do I run a Traceroute ?
0 Likes 0 ·
mike avatar image mike commented ·
Thanks for the followup Cedrick,  

I do see that the case was closed with your agreement. Keep in mind, we do push out updates on a fairly regular schedule about every 2-3 months.  You'll periodically get reminded to upgrade the software if you are running an older version.  If you upgrade and it still doesn't work, please let us know as we'll be happy to help troubleshoot.  I don't know of any issues where the softphone won't work with a specific ISP, so there's probably a network issue somewhere that needs fixed. 

Mike 
0 Likes 0 ·
Show more comments
bjsvec avatar image
bjsvec answered
It's working for me.  Is it just this one softphone not working?  You could try to ping and traceroute to sip.ringcentral.com from that machine to see if you have connectivity back to RingCentral.
1 |1000

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

Robert P Rahrle avatar image
Robert P Rahrle answered
Also, I'm not able to make calls through the iPhone app. Any idea why this may be happening ?
1 |1000

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

bjsvec avatar image
bjsvec answered
Are you using wifi or cellular on your iPhone?  If wifi it is consistent with the desktop issue and you might try turning off wifi to see if it works.  If it does it would point to a problem with your internet provider and if does not work on cellular it would point toward a problem with RingCentral.
1 |1000

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

nathan-malone1532 avatar image
nathan-malone1532 answered
Hello Robert,

I would agree with Brandon. If you can call from your Mobile App through your cell service after you turn Wifi off, that would pretty clearly point to a connectivity problem with your internet. We are not currently seeing any other reports of connectivity issues with our service so I would lean towards an ISP or local network issue, but we want to test to make sure.

Are you able to access the internet in general? Is your computer having internet problems?
1 |1000

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

Robert P Rahrle avatar image
Robert P Rahrle answered mike commented
This reply was created from a merged topic originally titled Tracert.

Note: This conversation was created from a reply on: How do I run a Traceroute ?.
1 comment
1 |1000

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

mike avatar image mike commented ·
Thanks Robert. It looks like you are being blocked right at your modem/router.  Depending on if you have a combination modem/router, or separate modem, the 2nd hop would either be your modem, or your ISP.  It's not making it to the ISP. It should look something like this.




I see your case was already escalated, but while you are waiting, it will be a good idea to check your router configuration. Visit this page for details:   Network requirements?
0 Likes 0 ·
tim-salilig1870 avatar image
tim-salilig1870 answered kim commented
H

Btw i tried to do trace route.. 
1 comment
1 |1000

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

kim avatar image kim commented ·
@Tim - If you are seeing the "calling unavailable" error maybe twice a week, it's suggested that make sure your router has the desktop app (softphone) ports open

Your traceroute looks okay.  If a router along the way (from your network to ours) decides to not send the ICMP error message, you will get a timeout at that point in the traceroute.  The router  may pass on normal traffic, thus allowing your TCP-based http request to complete, but it may silently drop ICMP requests or errors, leaving your local traceroute process waiting and then timing out on that stop. 
0 Likes 0 ·
george-ives7360 avatar image
george-ives7360 answered saadetswift16514 commented
How do I know if it's working for me?
5 comments
1 |1000

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

jared16517 avatar image jared16517 commented ·
Hi Optimum Sales,

I would suggest opening a case using the link below. This way we can help better address the problem that you are experiencing.  



1 Like 1 ·
mike avatar image mike commented ·
George, are you noticing quality or connection issues? You shouldn't really be seeing "request timed out".  What are you experiencing on your end? 

Mike
0 Likes 0 ·
optimum-sales10745 avatar image optimum-sales10745 commented ·
Hello Mike, I also experience the same issue. My RC is most of the time on 'Calling Unavailable' mode. And I also had 1 "Request timed out" when I run the cmd. What can you advise to help me?
0 Likes 0 ·
optimum-sales10745 avatar image optimum-sales10745 commented ·
Hey Jared,

This is my new case number: 07364239

Please take a look at the snap of my tracert:
https://snag.gy/na7MFX.jpg

Can you figure out why I am getting "timed out" at number 7?

Appreciate your help.
0 Likes 0 ·
saadetswift16514 avatar image saadetswift16514 commented ·
Hi Optimum Sales,

Thanks for opening a case! The Support Agent recently assigned to your case will be able to help you out and gather more info via the case notes/emails.
0 Likes 0 ·
tracecy-decicco avatar image
tracecy-decicco answered

1 |1000

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

mansi-rao9064 avatar image
mansi-rao9064 answered
Thank you, George. You've sorted out my problem which was similar to this but associated with Modem. Even this post helped me in resolving issues concerned with iOS
1 |1000

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

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.