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Troubleshooting connectivity issues (Windows)

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If you're experiencing issues while connecting to RingCentral Events Backstage/Stage, Session, Expo Booth, Networking on a Windows desktop device, follow these steps in the order provided to resolve the problem.

Getting ready for troubleshooting:

  • Connect to the internet using a wired connection (Ethernet cable). If this isn't possible, use a reliable Wi-Fi connection (avoid public Wi-Fi networks).
  • Close all unnecessary applications, and keep only one Chrome or Firefox tab open.

1. Test Microsoft Defender Firewall

  1. Turn off your Microsoft Defender Firewall temporarily (just to do this test). For detailed steps, follow this guide on the Microsoft Help Center: Turn Microsoft Defender Firewall on or off.
  2. Complete the RingCentral Events Pre-Event Check. For detailed steps, refer to our guide on Testing your local setup with RingCentral Events Pre-Event Check.
    • If the Pre-Event Check reports connectivity issues, move to the next step. 
    • If the Pre-Event Check does not report connectivity issues, you should now be able to access RingCentral Events as expected. It means your Windows Defender Firewall was previously blocking access to RingCentral Events.
  3. Re-enable Microsoft Defender Firewall.
  4. If applicable, investigate if any settings are blocking RingCentral Events or related ports as per our Network connectivity settings. Disable any blocking settings, restart your computer, and try accessing RingCentral Events again. 
Important: Always keep your Microsoft Defender Firewall enabled after testing for security reasons. If needed, get help from a technician or your IT department to review its settings.

2. Test Microsoft Defender or third-party Antivirus 

Windows includes a built-in antivirus solution called Windows Defender Antivirus, but you may also have a third-party antivirus or internet protection software installed on your device. These security programs can sometimes interfere with connectivity to RingCentral Events if misconfigured.

  1. Turn off your Microsoft Defender Antivirus or your 3rd-party antivirus temporarily (just to do this test). For detailed steps, follow this guide on the Microsoft Help Center: Stay protected with Windows Security (refer to the last section). 
  2. Complete the RingCentral Events Pre-Event Check. 
    • If the Pre-Event Check reports connectivity issues, move to the next step. 
    • If the Pre-Event Check does not report connectivity issues, you should now be able to access RingCentral Events as expected. It means your antivirus/internet protection was previously blocking access to RingCentral Events.
  3. Re-enable Microsoft Defender Antivirus or your 3rd-party software.
  4. If applicable, investigate if any settings are blocking RingCentral Events as per our Network connectivity settings. Pay special attention to any restrictions on camera or microphone use. Disable any blocking settings, restart your computer, and try accessing RingCentral Events again. 
Important: Always keep your antivirus software enabled after testing for security reasons. If needed, get help from a technician or your IT department to review its settings.

3. Test your Windows network connection

There may be custom network settings on Windows, such as custom DNS settings, that could affect your internet connectivity. These settings might have been installed by VPN software, internet protection software, or other third-party applications.

  1. Checked your network settings. For more information, refer to this guide on the Microsoft Help Center: Fix network connection issues in Windows.  
  2. If you have a VPN installed, turn it off temporarily. 
  3. Complete the RingCentral Events Pre-Event Check. 
    • If the Pre-Event Check reports connectivity issues, move to the next step. 
    • If the Pre-Event Check does not report connectivity issues, you should now be able to access RingCentral Events as expected. It means your network settings or VPN was previously blocking access to RingCentral Events.
Important: Avoid making permanent changes to network settings without proper knowledge. Reach out to a technician or your IT department for further assistance.

4. Test your startup and installed applications

Certain applications may take control of your camera, microphone, or other utilities when you start up Windows, which could interfere with RingCentral Events.

  1. Review your startup applications. For detailed steps, refer to this guide on the Microsoft Help Center: Configure startup applications in Windows.
  2. Uninstall or remove expired app trials and app that might interfere with your camera, microphone, or network connectivity. For more information, refer to this guide on the Microsoft Help Center: Uninstall or remove apps and programs in Windows.
  3. Complete the RingCentral Events Pre-Event Check.
    • If the Pre-Event Check reports connectivity issues, move to the next step. 
    • If the Pre-Event Check does not report connectivity issues, you should now be able to access RingCentral Events as expected. It means one of your apps or configuration settings was previously blocking access to RingCentral Events.
Important: We do not recommend uninstalling any specific app or utility without careful consideration. This process is intended for troubleshooting purposes only. If you're unsure, consult a technician or your IT department for assistance.

5. Test external devices

Your Windows computer may have external devices connected that could be causing issues, such as:

  • External microphone and/or webcam
  • USB/Thunderbolt Ethernet Adapter
  • Bluetooth WiFi adapter
  • USB/Thunderbolt multiport Dock or Hub

Ensure these devices are installed and configured correctly. Disconnect and reconnect them. Additionally, check the software that came with these devices to confirm that all settings are correct.

After checking your external devices for issues and misconfigurations, complete the RingCentral Events Pre-Event Check. 

    • If the Pre-Event Check reports connectivity issues, move to the next step. 
    • If the Pre-Event Check does not report connectivity issues, you should now be able to access RingCentral Events as expected. It means one of your external devices, associated apps or configuration settings was previously blocking access to RingCentral Events.

6. Test your internet router

  1. Check router settings: Ensure your router isn't blocking any necessary ports or devices. Check if your device is getting an IP address and that there are no misconfigurations. In some cases, resetting your router to its default settings can resolve connectivity issues.
    Tip: Contact your Internet Service Provider and ask a technician log into your router remotely to double-check the settings. You should have instructions from your ISP on how to log into your router and verify basic configurations.
  2. Disable TV service: If your internet service includes a TV package (e.g., Virgin Media, Sky), try turning off the TV temporarily while testing connectivity to RingCentral Events. Streaming 4K TV content can sometimes cause network congestion.
  3. Inspect physical connections: If you are connecting to your router via Ethernet, ensure the cable is not faulty, if possible, test with a new or different cable. Confirm that all connections to and from your router are securely plugged in, with no loose or damaged cables or connectors.
  4. Finally, complete the RingCentral Events Pre-Event Check.
    • If the Pre-Event Check reports connectivity issues, move to the next step. 
    • If the Pre-Event Check does not report connectivity issues, you should now be able to access RingCentral Events as expected. It means one of your router settings, features, cables, or associated apps was previously blocking access to RingCentral Events.

7. Test a different device within your network

If all other troubleshooting steps fail, try using a different computer or laptop—ideally one that you know works with RingCentral Events when connected to a different network, such as a friend’s or family member’s device.

  1. Connect a new device to your network.
  2. Complete the RingCentral Events Pre-Event Check. 
    • If the Pre-Event Check reports connectivity issues, it's likely that the problem lies with your internet connection.
    • If the Pre-Event Check does not report connectivity issues, then the problem is likely with the setup of your original computer.

 

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