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TracsConnect Help

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. Run Test connection before saving so you can catch an authentication problem early.

Texts are not sending

Symptom
The RingCentral connection test passes, but customers do not receive texts.
Cause
The sender phone number may be missing or unable to send texts, or the TracsConnect message workflow may not be using RingCentral. The credential test does not verify message delivery.
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 time you tested and the last four digits of the sender and recipient numbers.

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 message and call pipelines require separately provisioned RingCentral webhook subscriptions. The dashboard connection setup does not create them.
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. Ask support whether the required RingCentral webhook subscriptions are provisioned and verified for your rollout.
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
The current Connections page does not provide a self-service RingCentral removal action. Support must remove the saved connection.
Fix
  1. Open Setup > Connections and confirm which shop owns the RingCentral connection.
  2. Contact support and ask us to remove the RingCentral connection for that shop.
  3. After removal, verify which messaging provider the shop should use next.
When to contact support
Contact support if you cannot find the Disconnect option and need the connection removed.

When to contact support

Section titled “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 last four digits of the sender phone number
  • Whether you chose Sandbox or Production
  • Do not include your Client Secret or JWT Token