question

Allison G avatar image
Allison G asked brandon-scivolette1312 commented

** Desktop App: is there a server issue? Several Users Kicked From Application

Several of our users were kicked from the application with the message "Cannot obtain important account information because of a server error. Please contact support if the problem persists.". We cannot log back into the app at this time. Are there any known issues right now? Thanks!
topic-default
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

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

6 Answers

·
Allison G avatar image
Allison G answered
Thanks Jeremy! I guess I jumped the gun, because most of us were able to login again just a moment ago. Still verifying with some users. Just a blip indeed!
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

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

jeremy-miller1815 avatar image
jeremy-miller1815 answered
We saw a blip where the sidecar was showing people going offline and then back on again. Those did resolve after about 5 minutes. Not seeing anything at the moment. Good luck!
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

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

Allison G avatar image
Allison G answered
Yup, you can delete this post or whatever you need to do. Thanks!
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

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

jeremy-miller1815 avatar image
jeremy-miller1815 answered
As far as I know we are. What was the issue? Would this have also caused presence status issues as indicated above? 
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

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 answered brandon-scivolette1312 commented
Are you guys back up and running? 
9 comments
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

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 commented ·
Hello Brandon,

If you are having internet connectivity problems that are being caused by your internet service provider your home user could experience the same issue if they are being effected by the same ISP (Internet Service Provider) problem.

Over the last month or so we had several Major ISP outages that causes many RingCentral users to have connectivity issues. This was because their ISP was unable to reach out servers. If it is an ISP issue it could be effecting your home Users as well.

If the Users are using a VPN to connect to your network at the office they could experience issues when your office network does depending on the way the connection is set up.

My best suggestion to your would be to open a support ticket the next time you have an issue so we can work with you to identify the issues and help you resolve it. I can assure you that there is no direct relationship between the RC desktop app and the network on which the main RC account is configured.
1 Like 1 ·
bjsvec avatar image bjsvec commented ·
I was going to suggest the same as Nathan as a possible explanation.  Does the remote user have a client VPN?  Do you know if it is configured as split tunnel or is passing all traffic back through the head office?  It would make perfect sense if the user has client VPN and routes desktop app traffic destined for RingCentral through your main office to have a problem at the same time as the office.
1 Like 1 ·
bjsvec avatar image bjsvec commented ·
A couple ways you could confirm this too.  Have the user go to whatismyip.com and see if it reports the same IP as you see from your office and/or traceroute to something like sip.ringcentral.com and see if hops through a VPN and your office internet.
1 Like 1 ·
nathan-malone1532 avatar image nathan-malone1532 commented ·
In response to your questions Brandon, "All else being equal, if the office network was experiencing an issue and the user has a different ISP and is not using a VPN then they shouldn't be affected, right?", you are correct. If their is not a ISP issue causing problems for both locations and there is not a VPN in place the issues would be nothing more than a coincident that they were happening at the same time.
1 Like 1 ·
brandon-scivolette1312 avatar image brandon-scivolette1312 commented ·
Hi Kim. That thread appears to be an issue going on right now, possible a bug. I don't think my issue is a bug, mine is ongoing. The example I gave was from today, but it has definitely occurred before for our remote users. 
0 Likes 0 ·
Show more comments
jeremy-miller1815 avatar image
jeremy-miller1815 answered
I received the same thing but was able to log back in right away.
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

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.