No SMS reception while active on MacOS Desktop app

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jeff-frontz266 asked May 25, '17 mike commented May 26, '17

No SMS reception while active on MacOS Desktop app

While running the RingCentral for Mac desktop app (Release 8.4.5.25218 (64-bit) on MacOS 10.11.6), I can see any SMS messages that have come in before the application was launched. I can also send new SMS messages. But new messages never arrive (I see them on my iOS app and via SMS forwarding to my cell phone). If I exit and restart the desktop app, I see the new messages. I thought maybe that there was just a long delay between refreshes, but even 10 minutes later there are no new messages arriving to the app.

Is there some configuration issue with my service or is this a known problem?

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Answer 1 · 2017-05-25T18:10:58Z

saadetswift16514 answered May 25, '17

Hello Jeff,

Have you verified that your network and firewall is set up properly? That could be causing an issue. Check out RingCentral's Network Documentation and Mac OS firewall instructions

Let me know how things go. I'm also going to do some research and testing on my end to see if I can replicate the issue.

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Answer 2 · 2017-05-25T18:29:36Z

jeff-frontz266 answered May 25, '17 mike commented Nov 27, '17

No network or FW changes between working and non-working (plus, iOS soft phone app is on the same network). It's suddenly (after several hours) working again, though (after several times of restarting the app). Again, no local changes between now and earlier.

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mike commented · May 26, 2017 at 01:15 PM

Hi Jeff, This still sounds like its probably a network issue. If you take a look at section 9.1 Firewall Ports, in the Network Requirements article, you'll see there are a few differences in the ports and protocols. So, if one app works and the other does not, that doesn't guarantee or rule out network issues. If everything looks correct in your network and this issue persists, please open a support case so someone can help you out with this.

Mike

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jeff-frontz266 commented · May 26, 2017 at 01:44 PM

Section 9.1 seems to confirm my observation that if iOS app works, then networking is highly unlikely to be the issue (i.e., Table 3 looks like a perfect subset of Table 5 vis-a-vis destination ports, which are the only ones that get used in screening in my environment). What am I missing?

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mike commented · May 26, 2017 at 01:47 PM

If your network looks ok, then please open a support case. It's hard to say based on this community thread. Someone from support will need to take a deeper look.

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