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casajuana avatar image
casajuana asked mike answered

IPhone 5c, RingCentral app missing calls / no notifications or ringing.

IPhone 5c, RingCentral app when freshly installed, microphone and calling enabled, the app works fine and I receive phone calls. After a few days I start missing calls because I receive no notifications or ringing. If I delete the app and reinstall it, it will be fine again for a bit. Then I I start missing calls again. What is happening? I shouldn't have to check the app every other day. This only started happening in the last 6-8 months. 
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jb-ferguson answered
Casajuana,

I am not using an iPhone but I know there was an issue before iOS 10 with CallKit. Are you running iOS 10 on your iPhone 5?
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casajuana answered jb-ferguson commented
Yes, 10.2.1 (14D27)

What is CallKit?
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jb-ferguson avatar image jb-ferguson commented ·
OK...it was just a shot in the dark. I have read about previous issues here in the forums, but they had been resolved.

Again, I am running Android currently (looking at switching to an iPhone next month when my contract expires...but will be staying with my same provider) but here's what I know about CallKit (from Apple support):

"CallKit is a new framework that lets your VoIP app integrate tightly with the native Phone UI."

From what I have additionally read, it was a problem with the initial release of iOS 10 but was rectified in iOS 10.1.

I'm certainly no iPhone expert but maybe someone else can chime in. I would also recommend you start a support ticket to further diagnose your particular issue.

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mike answered jb-ferguson commented
Hi Jan, those in the office have done multiple tests with app swiped closed or running in the background.  The app will pick up even when it had been swiped closed. This just adds to my confusion regarding what is making the app pick up an incoming call or making it not. It does seem like when you go into the app it will then pick up calls after that.  First call of the day is just hit or miss.
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jb-ferguson avatar image jb-ferguson commented ·
Mike,

Thanks for the info. I have never run an iPhone 5s or 6s since I am now an iPhone newbie and using an iPhone 7+. I am definintely not having any issues with my RingCentral mobile app receiving calls as long as I leave it open (as I described above).

I have been a RingCentral customer for 6+ years and a Partner/reseller for 3 years now. I have noticed that iOS is much more stringent on their allowances in apps than Android is, which is most likely why iOS aps and devices are MUCH LESS prone to viruses and malware.

Having said that, have you opened a support case to see if there's anything they can help you with?
https://success.ringcentral.com/RCSupportPortalCreateNewCase

Two things I can think of, off-hand:
1. Did you see Mike's response to Casajuana regarding the issues TMobile service customers were having? Could that be affecting your people?
2. You might also want to check which version of the RC mobile app you are running. I am running with 9.0.1.1.4(44.5.12) and I as I mentioned, I am not having any issues.

Sorry I can't help with more definitive information. Maybe RingCentral support can if you open a support case.

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mike answered
Thanks for helping out Jan. 

For anyone that is still stuck feel free to open a case so our support team can help you out. 


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mike answered
Will a phone restart fix the problem? Or, do you have to actually reinstall the app?   Also, can you tell us who your carrier is?  There was some issue with TMobile  several weeks ago.  There's a discussion on this thread:    https://community.ringcentral.com/ringcentral/topics/voip-calling-unavailable-after-ios-10-update

Mike 

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