Troubleshoot

Test connection failed

Symptom

When you click Test connection, you see a red error instead of a green success message.

Cause

The connection test signs in to RingCentral using your credentials. A failure usually means one value is wrong, the JWT Token is expired, or your Sandbox/Production choice does not match the app you copied from.

Fix

1. Open the setup window again.
2. Confirm that Client ID, Client Secret, and JWT Token all came from the same RingCentral app.
3. Make sure the Server URL choice matches the app: Sandbox for test apps, Production for live apps.
4. Paste each value again, trimming any spaces that may have snuck in at the start or end.
5. Click Test connection again.

When to contact support

If the test still fails, contact support with the RingCentral app name, the Server URL choice, and the time you tested.

The setup window will not save

Symptom

The Save button is disabled, or TracsConnect says required fields are missing.

Cause

Client ID, Client Secret, and JWT Token are required before TracsConnect can test or save the connection.

Fix

1. Fill in Client ID.
2. Fill in Client Secret.
3. Fill in JWT Token.
4. Choose Sandbox or Production.
5. Click Test connection before saving.

Texts are not sending

Symptom

The RingCentral connection test passes, but customers do not receive texts.

Cause

The sender phone number may not be able to send texts, or the TracsConnect message workflow may not be using RingCentral yet.

Fix

1. Confirm the sender phone number is typed with the country code, like +15551234567.
2. Confirm the number can send texts from RingCentral.
3. Check that RingCentral is selected as the texting provider in TracsConnect.
4. Send one test message to a staff-owned phone number.

When to contact support

If the test message still does not arrive, contact support with the sender number, recipient number, and the time you tested.

Sandbox worked, but Production fails

Symptom

You tested successfully in Sandbox, switched to Production, and the connection fails.

Cause

Sandbox and Production use separate RingCentral app credentials. Test credentials do not work against Production.

Fix

1. Open the live RingCentral app in the Developer Console.
2. Copy the Production Client ID, Client Secret, and JWT Token.
3. Choose Production in TracsConnect.
4. Paste the Production values.
5. Click Test connection again.

Replies or calls are missing

Symptom

A customer replied to a RingCentral text, or your team handled a call, but you do not see it in TracsConnect.

Cause

Inbound replies and call history are not in TracsConnect yet. They stay in RingCentral.

Fix

1. Check RingCentral directly for replies, missed calls, and voicemail.
2. Use TracsConnect for the outbound text workflows your shop has turned on.
3. Contact support before relying on reply or call history inside TracsConnect.

When to contact support

If reply or call history is required for your rollout, contact support before going live.

I need to disconnect RingCentral

Symptom

You want TracsConnect to stop using RingCentral for customer texts.

Cause

You can disconnect RingCentral at any time. Future texts stop going through RingCentral until you reconnect.

Fix

1. Open RingCentral in the Integrations section of your dashboard.
2. Look for a Disconnect option and confirm the change.
3. If you do not see a Disconnect option, contact support and ask us to remove the RingCentral connection for your shop.

When to contact support

Contact support if you cannot find the Disconnect option and need the connection removed.

When to contact support

If none of the above fits your situation, contact support and include:

• What you were trying to do
• What happened instead
• The date and time it happened
• The sender phone number
• Whether you chose Sandbox or Production