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Lost Contacts after "Support" had me format the MJ

 
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City Builder
MagicJack Contributor


Joined: 04 Oct 2008
Posts: 70

PostPosted: Fri Aug 14, 2009 8:35 pm    Post subject: Lost Contacts after "Support" had me format the MJ

I'm sure this is a lost cause, however I need to ask since there were contacts and numbers in the MJ contact list that were ONLY kept in the MJ list and not on any scrap of paper even.

During the last upgrade of the MJ software, we had issues and couldn't get the upgrade. I webbed to the tech support and they had me "format" the MJ drive listed in my computer. At the time it didn't dawn on me that MJ might actually store my contacts on that virtual drive (one would think they'd put it somewhere safe maybe).

So afterwards, we finally got MJ to upgrade (1 day later), and so now all the contacts in the contacts list are gone.

Im sure this is from the formatting, but is there any possibility of getting back my old contact list?

Thanks,
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MJ Problem Solver
MagicJack User


Joined: 14 Aug 2009
Posts: 34

PostPosted: Sat Aug 15, 2009 12:11 am    Post subject: Re: There may be a way

Email me your telephone number and I will try to walk you through the process of getting your contacts back if possible.
Barry
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conniemadagain
Dan isn't smart enough to hire me


Joined: 31 Mar 2009
Posts: 396

PostPosted: Sat Aug 15, 2009 1:21 am    Post subject: Re: There may be a way

MJ Problem Solver wrote:
Email me your telephone number and I will try to walk you through the process of getting your contacts back if possible.
Barry


Why not jsut tell us all here. That is why there is a forum.
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City Builder
MagicJack Contributor


Joined: 04 Oct 2008
Posts: 70

PostPosted: Sat Aug 15, 2009 1:00 pm    Post subject:

Yes, I would prefer to be told here, Im not one for giving out my MJ phone number to anybody I dont know. If that is the only way, then I'll have to wait and hope someone else comes along that might be able to help without needing me to give out my MJ number.
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Magicjacktechsupport
MagicJack Contributor


Joined: 21 Aug 2009
Posts: 58

PostPosted: Fri Aug 21, 2009 12:29 pm    Post subject:

Quote:
MJ Problem Solver wrote:
Email me your telephone number and I will try to walk you through the process of getting your contacts back if possible.
Barry


This is not possible at all until you have not made backup of your contacts list before formatting.

You need to save addressbook.xml file from your magicjack drive before formatting magicjack .
Make sure your hidden files and folder are visible .
GO to My Computer and from Menu bar go to Tools and select Folder Options. In there click on the View tab. There make sure the option "show hidden files and folders is checked". Now click OK.

Open the magicjack drive which has format option. Then open the folder called "magicjack" .Copy the file named "Addressbook.xml".


You will need to paste the addressbook file to the same location after upgrading your magicjack . Then restart your magicjack and contacts list will show up . If it does not work then unplug your magicjack and replug after 2 minutes.
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MJ Problem Solver
MagicJack User


Joined: 14 Aug 2009
Posts: 34

PostPosted: Sat Aug 22, 2009 1:37 am    Post subject: How to copy addressbook.xml file folder

I use XP with SP3 ( Vista or Windows 7 may be a little different)

1) Double click "my computer"
2) Look under the category "devices with removable storage"
3) There will be two Magic Jack drives ( if you are experiencing problems...you will see only one, but the second one is there...it is just not labeled Magic Jack...it may be called drive E: or F: or G: etc)
4) You are looking for the Magic Jack drive that is formattable....right click on each drive to see which is formattable (DO NOT FORMAT)To make sure you have the correct drive you can right click...go down to properties...capacity of the drive should be 17.5 MB (once you do this one time then you will know which drive to go to)
5) Double click the 17.5 MB capacity Magic Jack drive
6) Then double click on the folder Magic Jack
7) There you will see a folder labeled addressbook.XML
8) To copy this folder...the easiest way is to drag it to "my documents"
9) or you can drag to your desktop
10) It will not remove the addressbook.xml file from the folder...it will only copy it.....
Hope this helps everyone..........

The following reply on this thread from magicjacktechsupport is very much incomplete...THIS WILL NOT WORK !
"You will need to paste the addressbook file to the same location after upgrading your magicjack . Then restart your magicjack and contacts list will show up . If it does not work then unplug your magicjack and replug after 2 minutes."
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City Builder
MagicJack Contributor


Joined: 04 Oct 2008
Posts: 70

PostPosted: Sat Aug 22, 2009 1:46 am    Post subject:

Honestly, somebody needs to tell Tech support that before advising a customer to reformat their MJ drive, to walk them through backing up the address book.

I wish I had known before hand that MJ doesn't keep the addressbook stored in My Documents where IT SHOULD BE STORED to preserve it in case of something like this.

I've lost some contacts that I may never get back unless some of my old high school chums should happen to call me up sometime in the future. Granted only a couple business contacts were lost but they're all retrievable simply by dialing 411, but many of my friends that were on my contacts list were the only place it was stored. I take partial blame however for not physically writing down the names and numbers on paper somewhere. Never the less Tech support should be repremanded supremely for instructing me to format the MJ drive before asking me if I wanted to back up the address book. Shame, shame on them.

With this little snafu, and the lack of a consistant quality connection (i.e. havn't been able to reliably use a fax machine on this connection since I got MJ), I'm really leaning towards not renewing my subscription in the next couple months and going with somebody else as my primary. And while Im sure that one less subscriber means nothing to them, I'd be sure to be as vocal as possible about my distaste for MJ should it come to that.

Sorry, rant over.


Last edited by City Builder on Sat Aug 22, 2009 6:03 am; edited 2 times in total
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MJ Problem Solver
MagicJack User


Joined: 14 Aug 2009
Posts: 34

PostPosted: Sat Aug 22, 2009 2:04 am    Post subject:

Tech support is following a script based on the problem described....I am sure they do not know what they are doing when they tell someone to format their Magic Jack.....
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Sweettarte3
MagicJack Newbie


Joined: 22 Aug 2010
Posts: 2

PostPosted: Sun Aug 22, 2010 7:20 pm    Post subject: This may suck but...

Here is my chat with customer support. I have not tried the email they gave me, but I will in a few minutes. I hope this information may help someone, if not everyone fight back!


Evil or Very Mad Evil or Very Mad Evil or Very Mad

Quote:

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Dudley'

Chat InformationYour Issue ID for this chat is LTK4360431498X

Dudley: Hello, how may I help you?

Miranda: On the 20th my contacts and calls list were emptied, and I need all the information back from both, how can I do this

Dudley: Hi Miranda

Dudley: We are pleased to announce that magicJack customers have now received our latest magicJack upgrade. This upgrade includes the following benefits:

Dudley: -Less bugs

Dudley: -Superior call quality

Dudley: -Works on Windows and Mac

Dudley: -Easy to use

Dudley: -and much more

Dudley: There may be some magicJack users that will no longer have their past contact list available. Please create a new contact list. Our latest upgrade, with advanced features should prevent this from ever happening again. We apologize for any inconvenience. We are not be able to restore contact list.

Miranda: I am unable to simply create a new list, I NEED the previous information,

Miranda: There must be a way to do this, please explain hyow

Dudley: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Miranda: thank you

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Ken'

Chat InformationYour Issue ID for this chat is LTK4360431498X

Ken: Hello Miranda. My name is Ken. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.

Miranda: Okay.

Miranda: Hello? (I was on hold for over 10 minutes. He must be a very sloooow reader.)

Ken: Thank you for patiently waiting.

Ken: Is your magicjack currently plugged in into your computer right now?

Miranda: Yes.

Ken: Do you see the dial pad on your screen with a "Ready to Call" message?

Miranda: Yes

Miranda: Do you need the phone number?

Ken: Please click on the Contact list there on your dial pad, then select add contacts.

Miranda: OK.

Miranda: now what?

Ken: Have you added a contact?

Miranda: No, I don't need to add contacts, I need to get the previous lists back

Ken: We are pleased to announce that magicJack customers have now received our latest magicJack upgrade. This upgrade includes the following benefits:

Ken: -Less bugs

Ken: -Superior call quality

Ken: -Works on Windows and Mac

Ken: -Easy to use

Ken: -and much more

Ken: There may be some magicJack users that will no longer have their past contact list available. Please create a new contact list. Our latest upgrade, with advanced features should prevent this from ever happening again. We apologize for any inconvenience. We are not be able to restore contact list.

Miranda: I NEED the lists back, I cannot simply 'recreate' the lists

Miranda: Is there a way to open up the majicJack files, and retrieve the lists? Or was it saved anywhere on my computer like My Documents, My Downloads, etc?

Miranda: I am not a stupid person, I know how to Add contacts, after all if I had my list deleted, it means I was smart enough to add them the first time.

Miranda: Telling me how to add more contacts would not, and cannot solve the problem for anyone asking this kind of question.

Ken: We apologize for the inconvenience Miranda. But we are not be able to restore contact list.

Miranda: On 'My Computer' I cannot see any drives as 'MagicJack' they are listed as the E and F drives. If I click those, they will not open. Is there a way to gain access to those drives?

Miranda: Would it be possible that they have even just a ghost copy of the lists?

Ken: No Miranda.,

Miranda: So let me get this straight, the people who do updates decided it would be a good idea to take my contacts off of MY physical majicJack and computer, and put it on their servers, then they did an update a few months later and destroyed all my records, and contacts?

Miranda: May I speak with a supervisor please?

Ken: I am a supervisor Miranda.

Miranda: May I speak with your supervisor please?

Ken: I am a supervisor here.

Miranda: There must be someone who you would consider a 'boss', I would like to speak with them.

Miranda: I will settle for an email address or a phone number if they are not presently available.

Ken: I can give you an email address to contact our managing team Miranda. Will that be okay?

Miranda: Yes, please.

Ken: Alright.

Ken: You can send it to the email address : [email protected]

Miranda: Thank you.

Ken: You're welcome!

Ken: Is there anything else I may help you with today?

Miranda: No, I think that will do it for now, because if I cannot get my previous lists back I will be forced to discontinue use of this product.

Miranda: Thank you though.

Ken: You are most welcome.

Ken: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!


I think his intelligence was severely lacking! His whole brain must have been scripted... It took him more than 3 minutes to type i that email address... the whole conversation took more than an hour and 15 minutes. I never did see that 'one question survey' either... wonder if he didn't want the answer to that.
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City Builder
MagicJack Contributor


Joined: 04 Oct 2008
Posts: 70

PostPosted: Sun Aug 22, 2010 10:15 pm    Post subject:

I guess I've been lucky since they moved the information to the server as mine has remained which is good since I went and reinstalled Windows XP on my laptop that is used only for the magic jack and once again, it never occured to me to make backups of that information.

It's like the video games that have the online registration/activation. When I am reinstalling Windows, the last thing on my mind is that I should uninstall those games that have that online activation so that I don't lose an activation slot, and as such not something I think about with regards to MJ when I reformat and add a fresh copy of XP onto the laptop.

Honestly, I'd be really surprised if they don't have a backup copy somewhere of the information that they pulled off all of our MJ's when they switched to storing it on the server, I mean WTH, if their servers hdd's die, they don't have backups of the information that we are storing in our contact list?

Usually, it's only fly by night organizations that wouldn't make a backup of their customers data unless they are totally incompetent, which I guess might be the case if they don't have a backup that they can pull the data off of to restore to your MJ number.

Sorry to here you lost it When I lost mine a year ago, I got back maybe 50% of them by my friends calling me, the other 50% make up other friends, and some clients that I worked with in the past that I couldn't just 411 to get the number, although there were some that I could, if I could remember their company names.
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Icaniam
MagicJack Newbie


Joined: 10 Mar 2009
Posts: 3
Location: Detroit

PostPosted: Wed Aug 25, 2010 10:31 pm    Post subject:

I have two magic jacks. One used with a Windows 7 OS and the otther used with a XP OS. I only lost the information that was on the Windows 7 system.
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