For those of us behind a firewall that checks certificate validity, the site success.ringcentral.com has an error, which makes it inaccessible. Please fix this.
I want to submit a ticket regarding an RC Yealink that's giving choppy audio under certain circumstances, and under those circumstances the RC iPhone app does not suffer the problem. I captured a PCAP on the firewall and all the stats appear to be perfect, but you can clearly hear choppy audio -- starting with the second ring -- and this only occurs with a Yealink, not the iPhone app. It also appears that RTP down is not encrypted (I can listen to it in Wireshark's RTP playback) but RTP up is encrypted (It appears empty in Wireshark's RTP playback).
Here's another example. I go to support.ringcentral.com and look at my tickets. I click on Create a Case and it says I'm not logged in. (I am, but it thinks not.) It pops up a small browser window and prompts me to login. After I enter the password, it tries to jump to https://rc-portal.force.com and somehow support.ringcentral.ca is involved and I get a certificate error. Here is a screenshot from Safari with the Web Inspector at the bottom of the page. Note that the certificate is support.ringcentral.ca, which I do not have bookmarked and do not explicitly type in. Note at the bottom that https://rc-portal.force.com is also involved.
So this is a show-stopper for me where I cannot submit a ticket and I've been asked by RC -- on a VoIP issue to open a NEW ticket. (That's a matter for another day, but I've been able to deal with this so far because I could update tickets by email reply. I cannot make a new one. The original was created due to a phone call to support, not by me.)
Thanks again Wayne. You'll be happy to know there's a fix for that already in the works and should be released very soon.
Glad it got to the right channels. Thanks Michael and Mary. Not sure how long that will take, so I'll see if we can disable certificate-checking firewall-wide for enough seconds for me to make the ticket I need to make today. (They made several recordings of calls involving an overseas connection.)
I'd add that the login takes me on the World English-Speaking Tour: from support.ringcentral.com through support.ringcentral.ca, then support.ringcentral.com.au, then support.ringcentral.uk, and finally back to support.ringcentral.com with detours to rc-portal.force.com along the way. A temporary workaround on our end let me get to the ticketing system.
This is crazy. I'm just trying to login to update a ticket and it keeps bouncing me around the world. So now it sent me to support.ringcentral.com.au and that also causes certificate error. Perhaps the error is due to this bouncing around the world. So RC is not going to advance my ticket because it's waiting my input but I can't login to address it. (As opposed to logging in to the forums, logging in to my account, etc.
Hi Wayne, to troubleshoot, please clear cache and cookies. Let us know if it's still the same.
I deleted all RingCentral cookies and cleared the cache entirely and I still get the error on success.ringcentral.com. This was in Safari, and I also tried Firefox and got the same issues, including not being able to login to my tickets. (It does this weird thing where I'm logged in, I can see my tickets, I clock on a ticked and it says I'm not logged in and pops up a small browser window where it wants me to login again. It is this second login that leads to the other certificate errors for support.ringcentral.ca.)
It happens when you try to log in, right?
The redirect problem could be with my browser. The certificate errors are being found by the firewall, so cookies and caches won't help there. The browser never sees the actual page at the other end.
I can access https://support.ringcentral.com without problem, but as I navigate the site, it likes to redirect to pages like support.ringcentral.ca or success.ringcentral.com which have certificate errors.
It's a secondary problem, but when I go to support.ringcentral.com and go to My Cases and click on a case, it tells me I am not logged in and requires me to login. When I do so, it redirects briefly to a website that mentions "force" in the URL, then immediately to support.ringcentral.ca and the certificate error pops up. I think it's taking me to a workforce.com-based website for the ticketing system, but it flashes by quickly.
As I mentioned, the redirecting might be due to caching at my end, but I just did this in Firefox instead of my usual Safari and had the same issues. So I suspect that there's a bunch of redirection occurring in ringcentral.com, by design, and it's only because of the certificate errors that I'm stopped short of my destination and notice.
To clarify: Simply going to the URL https://success.ringcentral.com causes the problem. That site has a problem with its TLS certificate.
I ALSO have the same problem if I am trying to access a ticket, which ends up redirecting me to https://support.ringcentral.ca and that site also has a problem with its TLS certificate. So in this case there are two problems: a) why am I directed to Canada to login, and b) a TLS certificate problem.
Sorry to confuse the issue. The weird jump to Canada is puzzling, but I mention it mainly to point out a second RingCentral website with a subtle error in its TLS certificate chain. My browser or a non-strict firewall probably doesn't catch it, but our firewall is set to reject invalid TLS certificates. The Sophos Community post lays out the error.
Mary: Thanks so much for looking into this. If you're saying that RingCentral did something to fix the original problem and I should be seeing the fix, it's probably a matter of time if something's cached in the CA realm or the firewall. Has nothing to do with the browser, where I can clear caches, etc. (The redirect could be due to caching in the browser, etc, but I think the clearing and the second browser make that less likely. But it's a secondary issue.)
Wayne, can you access https://support.ringcentral.com/ instead.
Please add support.ringcentral.ca to the trouble list. For some reason my ticket requires me to login to that site and it has basically the same problem.
I asked about the error in the Sophos Community (it's a Sophos Firewall appliance) and one of their moderators analyzed it beyond my capabilities: https://community.sophos.com/sophos-xg-firewall/f/discussions/128740/ca-certificates-being-rejected-in-error-if-so-how-to-report and it appears to be an obscure oversight by the website. (The error message makes the certificate look okay to my eyes, but there are interactions happening. Interactions that don't bother your browser, but a firewall set for strict checking rejects it.)
@Mary-Community_Moderator it looks like:
@Wayne Folta , can you please take a screenshot of the error you're getting?
Sorry for any confusion with those two domains. The domain "success.ringcentral.com" is an old decommissioned site which is why it is throwing errors. All of the current support material is now found at support.ringcentral.com.
Please delete all old bookmarks containing "success.ringcentral.com". If you do find any URL with the "success" subdomain, and it does not redirect you to a "support.ringcentral.com" URL, please copy and paste that URL, or the URL for the page in which the link is located, to this thread so we can address it. Thank you!
I have posted an answer and screenshot, below. This is a show-stopper involving certificate errors and your ticketing system.
Was this deprecation recent? Could your load balancers, etc, have cached the old stuff? if so, I probably won't find anything if I retrace my steps. I did just find in
https://support.ringcentral.com/article/9233.html?language=en_US
a link click to view the wireshark file which goes to
Thanks for sharing that broken link. We'll get it fixed. Thank you!
There are still links in support.ringcentral.com that point to success.ringcentral.com. I wasn't using old bookmarks. Similarly, I am not explicitly going to support.ringcentral.ca (which appears to have the same kind of certificate issue, but I'm not sure). So it's good to hear that the certificate issue (for that site) is confirmed, but it's not quite as easy as me going to old bookmarks. This could also be an issue with Google Searches still pointing to the old site.
Can you tell us where you found those links so we can get them fixed?
I'll poke around. I was doing a lot of research on VoIP issues, so some were probably through the RC website, some may have been via Google. None of the bookmarks that I have are invalid, so I'll have to look through documents and try clicking links in them. I'll post what I find.
Does this also affect support.ringcentral.ca? (I.e. have you eliminated country-wise support and consolidated it at support.ringcentral.com, so this link is also deprecated? In that case, it's totally repeatable for me: go to My Cases, click on a case link, get asked to login, then end up at support.ringcentral.ca with a certificate error.)
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