Quick troubleshooting reference guide

This guide is designed to help you quickly resolve common issues encountered during RingCentral Events. Follow the steps outlined below to ensure a smooth experience.

Check your internet speed

Use https://www.speedtest.net/ to check your internet speed. 

• Minimum requirement: 5 Mbps upload and 2 Mbps download (may impact streaming quality).
• Optimal experience: 30+ Mbps upload and 10+ Mbps download.

Check your network

Firewalls, VPNs, antivirus software, security filters may restrict access to certain online content, especially If you are using a workplace device or network. Run a Pre-Event Check to test your connectivity settings.

Contact your IT department or network administrator and ask them to whitelist the necessary websites and open specific network ports. You can find a detailed list of these requirements in our guide on Network connectivity settings.

Check your browser

RingCentral Events is fully compatible with the following desktop browsers updated to the latest version:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge (chromium version on Windows 10 and above only).

Basic browser troubleshooting:

• Update: Some issues might be caused by browser not being updated to the latest version. Here are instructions for updating Chrome, here for Firefox. You can also switch to a different browser to check if the issue occurs in both cases.
• Incognito/private browsing: Try incognito/private browsing.
  • Chrome: Ctrl+Shift+N (Windows) or Command+Shift+N (macOS).
  • Firefox: Ctrl+Shift+P (Windows) or Command+Shift+P (macOS). 
• Caches & cookies: If the issue is resolved in the private browsing mode, you may need to clear cache and cookies in your browser. Here are instructions for Chrome, here for Firefox.
• Extensions: 3rd party browser extensions are sometimes causing issues with webpages functioning. Open the incognito/private window and disable extensions if you see any.
  • Chrome: Menu > More tools > Extensions > click Details for extensions that were showing in the incognito window > turn off the option Allow in incognito in the bottom right.
  • Firefox: Menu > Add-ons > Extensions, and then turn off any that are showing as active in Private Browsing.
• Restart: Sometimes browser settings require a browser restart for changes to take effect.
• Switch browser: Try joining the event from a different supported browser (e.g.: switch from Chrome to Firefox).

Check system privacy settings

MacOS privacy settings require specific permissions for the camera, microphone, and screen recording to be enabled. 

• Camera: Go to System Preferences > Security & Privacy > Privacy > Camera. Ensure your browser is checked to allow camera access. For detailed steps, refer to Apple Help Center.
• Microphone: Go to System Preferences > Security & Privacy > Privacy > Microphone. Ensure your browser is checked to allow microphone access. For detailed steps, refer to Apple Help Center.
• Screen Recording: Go to System Preferences > Security & Privacy > Privacy > Screen Recording. Ensure your browser is checked to allow screen sharing. For detailed steps, refer to Apple Help Center.

Windows privacy settings require that your camera and microphone access is enabled for apps in general.

• Camera: Go to Start > Settings > Privacy & Security > Camera. Make sure Camera access is turned on. For detailed steps, refer to Microsoft Help Center. 
• Microphone: Go to Start > Settings > Privacy & Security > Microphone. Make sure Microphone access is turned on. For detailed steps, refer to Microsoft Help Center.

Allow browser permissions for camera and microphone

When joining a screen, the RingCentral Events needs access to your device’s camera and microphone. You should be automatically prompted to grant these permissions. Follow instructions below to enable browser permissions manually if needed.

• To enable browser permissions manually in Chrome:

  1. To the left of the event URL, click View site information .
  2. Toggle Camera and Microphone on.
     
  Tip: Alternatively, enter the following URL in Chrome: chrome://settings/content/siteDetails?site=https%3A%2F%2Fapp.events.ringcentral.com%2F. Under Permissions, ensure Camera and Microphone are set to Allow.
  

• To enable browser permissions manually in Firefox:

  1. To the left of the event URL, click the Camera icon (if available).
  2. Optionally, select Remember this decision to save your preferences for future sessions.
  3. Click Allow.
     

  Alternatively:

  1. Click the Padlock icon and go to Connection secure.
     
     
     
  2. Click More Information.
     
     
     
  3. In the new window, go to the Permissions tab. Under Use the camera and Use the microphone, clear the Use Default check box and select Allow.