Below are some helpful steps on resolving the most common RingCentral-related issues. Please follow the guide below before submitting a ticket for a RingCentral related issue. 



Sign in failed

When signing in to RingCentral, if this error appears close everything down and restart the computer.




Clear Your Browser Cache and Cookies


What is the Cache and Cookies? 


Caching is the activity of storing data for reuse, such as a copy of a web page. It is 'cached' or stored the first time a user visits the page so that the next time a user requests the same page, a cache can provide the copy faster without having to request it from the website again. Unfortunately, if the information on the website has been updated, this can sometimes cause conflicts when the cached information does not match what is in the website, and communication errors ensue. 


A cookie is data stored in the browser meant to tell a website that users have returned.



You May See a Blank Login Screen



The MAX Agent May Not Load All the Way 


 



 

How-to clear Cache and Cookies


1. Close any open Chrome windows and open a new Chrome window



2. Click on the 3 dots in the upper-right-hand corner then select the "Settings" option from the dropdown menu



3. In the search bar, type "Cache" and select the "Clear Browsing Data" option



4. In the pop-up window, change the "Time Range" to "All time" and make sure that the following 2 options are selected:  "Cookies and other site data" and "Cached images and files" 




5. Once you've confirmed all those options are selected, click on "Clear data" at the bottom of the of the pop up



6. From here, please close your browser completely. Once your browser is completely closed try going back to RingCentral and check to see if the issue is gone. 




Log Out of Everything RingCentral and Close Out All Browser Windows


At times, RingCentral can get hung up on the backend so sometimes just closing out  AND logging out of everything related to RingCentral can often times give it a fresh reset. Be sure to also close out of all other browser windows.


Sign out of NICE contact center                  And the RingCentral App 





RingCentral Desktop App Blank Screen


If you are receiving a blank screen on the RingCentral desktop application, such as the one below - try selecting the "File" tab at the top, and then click on "Quit"


  • Try and re-open the RingCentral desktop app - it should come up as normal
  • If it still shows up blank - try clearing cache and cookies from the web browser, close out of all RingCentral applications and restart your machine 







Internet Issues 


 The errors below can be an indication of internet connectivity issues while you are connected to RingCentral. If you are experiencing either of these errors it would be ideal to first start with closing out of everything RingCentral and bringing it all back up again so that a fresh connection can be re-established. 


  • Check your network speeds here: https://www.speedtest.net/ - your internet may just be lagging at the moment. 
  • If the issues persist, you may want to consider restarting your router to give it a fresh boot and potentially resolve any issues related to connectivity/lagging speeds.
  • If you continue to have connectivity issues, please consider contacting your ISP (Internet Service Provider) to help get these issues resolved ASAP. 






Unable to Connect to the Agent Leg & Audio Issues on RingCentral Only 

If you see either of these two errors below when connecting to the agent leg or you are having trouble hearing or being heard on RingCentral calls only - try the following steps. 

  • See our MAX Audio Issues article for more helpful RingCentral Audio tips if you find that these steps still do not work for the Audio Issues you are experiencing 




1.) Navigate to your browser settings 





2.) Search for site settings, and select the Site Settings option 





3.) Select View Permissions and Data Stored Across Sites

  • This will bring up both the RingCentral Site and the NICE Contact Center site. You will need to do the following changes for BOTH to ensure both get properly reset





4.)  From the search bar at the top right, type ringcentral in, and hit the drop down arrow to open all the RingCentral sites 




5.)  You will need to do this next step one-by-one - for all listed RingCentral and NICE options that appear


Click the arrow for the first one  






6.) You will then see the following screen below, for Microphone, Pop-ups & Redirects, Sound, MIDI Devices, and Window Management (towards the bottom) 

- hit the drop down arrow to the right, and set ALLOW for all of these




7.) Follow Step 6 for each of the other listed RingCentral sites from the previous screen by clicking the arrow to the right of the site name