Calling
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      Issues With Calling

      This article will help you troubleshoot if you're having issues calling on our softphone.

      • Have you purchased phone numbers in Ringy to use towards calling leads? 
        • If you have not purchased Ringy phone numbers, locate the Phone Numbers page in the navigation bar, and you can purchase phone numbers there by state or by a specific area code. 
      • Is your account balance negative? 
        • You always need to have a positive account balance to make calls, regardless of having Voice Minute credits remaining. Navigate to the Billing page located in the left hand menu, and fund your account balance in the My Funds section. Regardless of having an active subscription and credits remaining, your account balance always needs to be in the positive. Here is more information regarding Ringy billing: https://www.ringy.com/knowledge/billing-clarification
      • Make sure your headset is plugged in and connected to your computer if using one. 
        • If you're using a bluetooth headset, we would advise turning bluetooth off on your other devices. 'Automatic' is the new default behavior, which allows the bluetooth headset to transiently switch between devices. For example, if your bluetooth headset is connected to your computer, and then you press play on a musical application on your smartphone, the headset will connect to the smartphone instead so you can hear the music in your ears.
        • Try to use a different headset to rule out any issue with the particular device. 
      • Make sure your browser is up to date: https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop&hl=en
        • Try a different browser just to see if the issue is being caused due to connection on one browser. 
        • We recommend using Google Chrome rather than Safari, Internet Explorer, etc. Ringy runs on Google Cloud, and you will find the best results then on Google Chrome as opposed to any other browser. 
      • Make sure your browser has the right permissions for mic and output.
        • Open Chrome .
        • At the top right, click More  Settings.
        • Choose "Privacy and security" on the left 
        • Click Site settings
        • Click Microphone.
        • Change your default on Microphone to your headset 
        • Make sure Ringy is allowed to use your microphone. 
          • If set to not allowed or blocked, delete that, make a call again from Ringy and when prompted choose "Allowed to Use Microphone" 
        • Next, go back to Site Settings
        • Scroll down and click Additional Content Settings
        • Choose Sound 
        • If there's nothing under Allowed to Play Sound, add both https://app.ringy.com:443 and https://www.ringy.com:443
      • If you are unable to dial out from the softphone, please make sure you do not have any other dialer open as theirs will compete with ours. Other dialing applications don't always hand back control of your input / output devices to the browser correctly, which is why it works sometimes, but not always.
        • If that was the case, close out of the other dialing application, and press Shift -> Command -> R if using a Macbook or Shift -> Control  -> R on PC devices to hard refresh your browser. You can always try restarting your computer as well to reboot everything! 
      • If the connection is inconsistent, it could be you or the recipient's service. To check your internet speed, click here: speedtest.net, then choose GO! With wireless devices, signal strength and network interference could potentially cause issues during a call.
        • If your Ping (latency) is over 100, we suggest contacting your internet provider as your latency is very high and would cause this issue. Your Ping (latency) should be very low and nowhere near 100 to ensure there is no delay.
        • You also want to verify your download speed is greater than 150 Mbps to confirm you have fast internet connection. Everything is updated in real-time in Ringy and a fast internet connection is necessary for quality connection on calls. Most internet providers should always give you a minimum guaranteed speed for your broadband service, typically 300 Mbps, which is ideal to seamlessly navigate throughout Ringy.
          • 150 Mbps, good for families to stay in touch 
          • 300 Mbps, reliable speeds for everyday use 
          • 500 Mbps, good for browsing, gaming, and working from home
        • You can always reboot your modem and if your stats do not align with what was mentioned above, you will need to reach out to your internet provider. 
      • Please note, tablets or iPads are not as compatible with Ringy. We would suggest downloading the mobile app on those devices if you prefer to use them. We generally tend to recommend using our Ringy Mobile App on any mobile devices, as the experience is tailored for mobile devices, and our website dialer can be bandwidth intensive on certain devices or internet connections. 
      • Make sure you don’t have a VPN running. If you do have one running, completely shut down your VPN.
        • If that was the case, press Command -> R or Control -> Shift -> R to hard refresh your browser after shutting down the VPN. You can always try restarting your computer as well to reboot everything! 
      • Are you using an extension i.e. dark mode? 
        • If so, remove the extension entirely. We would suggest disabling extensions as they will likely cause interference. 
      • Go to your sound settings on your computer and make sure the correct input device (your specific microphone or headset) is selected. Test this by speaking into your microphone on the sound settings page and making sure that it says it's receiving input (it will be obvious if it is, but it will do absolutely nothing if it isn't).

       

      After following these steps, if no dice, please contact Apple if using a Mac or Microsoft if using Windows. They are the experts when it comes to the hardware on your computer, and can help further troubleshoot.