Softphones Unable to Log In

Question

question

daniel-salinas2463 asked Dec 16, '16 brian-dampman1038 commented Dec 16, '16

Softphones Unable to Log In

200+ people in the call center is unable to connect to RIngCentral. Nobody can log into RingCentral for Windows.

topic-default

1 |1000

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

Answer 1 · 2016-12-16T13:35:27Z

spp2566 answered Dec 16, '16

Same problem here, with iPhone app and Softphone on Mac. Opened a case (#05277373).

1 |1000

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

Answer 2 · 2016-12-16T13:41:41Z

brad-wilson1036 answered Dec 16, '16

Also having an issue, do we need a ticket or let ride for a bit

1 |1000

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

Answer 3 · 2016-12-16T13:49:35Z

matt-mikolajczyk2801 answered Dec 16, '16 matt-mikolajczyk2801 commented Mar 2, '18

My experience is unable to login to Ringcentral for Desktop on PC, Ringcentral Meetings, or the health site on the service site. Been on hold trying to reach support for over 45 minutes. I have also reached out to my account rep to try to get someone. I suggest trying to reach out to all of your RingCentral contacts to try to get an answer.

6

1 |1000

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

brian-dampman1038 commented · Dec 16, 2016 at 02:15 PM

There is an outage ... calling into their call center actually makes matters worse

1 ·

slicktop2518 commented · Dec 16, 2016 at 02:04 PM

Yeah, just like them to try and place the blame on your network when it is obviously them having an issue. Tracert reaches their endpoint in San Jose, which means we will likely be out until the West Coast wakes up...

0 ·

slicktop2518 commented · Dec 16, 2016 at 02:22 PM

They need to be notified and track how widespread the problem is. Open a case if you can't get through on the phone.

0 ·

robert-jerina115 commented · Dec 16, 2016 at 02:28 PM

It may not be them placing blame on your network, just getting a traceroute from people that aren't working can help identify an upstream routing problem. While RC has been down a lot this year, sometimes it's been an upstream problem not in their control.

0 ·

slicktop2518 commented · Dec 16, 2016 at 02:34 PM

It might possibly help in some instances, but in this case tracert results are ending up completing with termination inside their network.

0 ·

Show more comments

Answer 4 · 2016-12-16T13:52:54Z

michael-holmes3810 answered Dec 16, '16 slicktop2518 commented Dec 16, '16

Our call centers in FL and OH are both down at the moment as well. Working on getting in touch with Ringcentral as well.

2

1 |1000

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

slicktop2518 commented · Dec 16, 2016 at 02:27 PM

They need to know customers are having an issue so they can resolve it. Open a case online. Not all of RingCentral is down. Physical VOIP phones are working fine as is the online portal. Desktop and Cell phone applications are having an issue.

1 ·

brian-dampman1038 commented · Dec 16, 2016 at 02:17 PM

There is an outage ... calling into their call center actually makes matters worse

0 ·

Answer 5 · 2016-12-16T13:54:45Z

david-fuller3371 answered Dec 16, '16

Just got off the phone with ringcentral and they have no estimate on time, no idea of how to fix this issue and no rollback plan in place. I was told this by one of their supervisors who is in contact with their engineering department. Our contact center has been down for 2 hours now.

I've already submitted my traceroute to our ticket 05277320.

1 |1000

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

Answer 6 · 2016-12-16T14:04:13Z

Madison Pardy answered Dec 16, '16

Sales office down in Ontario, Canada.

Wish there was some sort of fallback cause this is pretty crazy considering cost. Currently watching RC4D and RC4M. Unable to chat, and support call times are long, but I don't think that would help anyway unless we have a solution for them. Good luck out there.

RC4D - MacOS & Windows - Both returning 'network error'
RC4M - Android 7.1.1 - Pixel - not working

1 |1000

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

Answer 7 · 2016-12-16T14:07:30Z

jesus-anaya1645 answered Dec 16, '16

Unable to log into the Chrome extension or the website at the moment.
Chrome Ext: "Error encountered during initial loading. App will re-load in 60 seconds."

All users down :/ Nextiva where you at?

I really like RC.. I do. But downtime overall this year has simply been too much. :(

1 |1000

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

Answer 8 · 2016-12-16T14:11:00Z

petsitters answered Dec 16, '16 petsitters commented Mar 2, '18

unable to use SMS! does anyone know if any messages that came in during the outage are being queued up and we will see them when the network is back online?

3

1 |1000

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

danno147 commented · Dec 16, 2016 at 02:18 PM

No sure. I would set notifications for SMS to your email so you don't loose them while they fix.

1 ·

matt-mikolajczyk2801 commented · Dec 16, 2016 at 02:22 PM

I would assume they are not queued, but I could be wrong. When there was an outage before, the system would not take voicemails at all and if SMS can't reach the mailbox for the user, then it would fail.

0 ·

petsitters commented · Dec 16, 2016 at 02:41 PM

we do have our setting to send SMS notifications to email- tested it and it does work- thanks for that suggestion Danno!

0 ·

Answer 9 · 2016-12-16T14:25:54Z

matt-mikolajczyk2801 answered Dec 16, '16 robert-jerina115 commented Mar 2, '18

As many of you are, I am extremely frustrated that there are no answers to what the issue is. Yes I understand time to investigate matters, but to my knowledge, the outage has been about 1.5 hours for the East Coast. RingCentral is supposed to be based on a high availability model, but that seems to only be for the actual phone calls themselves. Hopefully, this outage, once resolved, will have their Exec team looking to rework their service model for fully redundant systems for all facets of the RingCentral platform. If those systems are in place today, then I fully redact this statement, but a system like that shouldn't show issues like this.

2

1 |1000

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

david-fuller3371 commented · Dec 16, 2016 at 02:31 PM

I agree. What's most concerning is the fact that they have no rollback plan in place according to the supervisor I spoke with. Did they, Ringcentral, run the upgrades on all servers at the same time and now have no way to revert the changes. For us here on the west coast it has been over 2 hours that our contact center has been down.

0 ·

robert-jerina115 commented · Dec 16, 2016 at 02:31 PM

While I would hope they do that, they really should have done so during the other major outages they had this year as well. =\

0 ·

Answer 10 · 2016-12-16T14:26:02Z

alex-duncan3814 answered Dec 16, '16 brian-dampman1038 commented Dec 16, '16

No one in my call center is able to login to their phones this morning. Called RingCentral support, and was told to check here. Not helpful.

1

1 |1000

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

brian-dampman1038 commented · Dec 16, 2016 at 02:29 PM

Hurry up and wait

0 ·

question