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usb device not recognized!!!

 
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zhiguoli
MagicJack Newbie


Joined: 03 Sep 2008
Posts: 4

PostPosted: Wed Sep 03, 2008 2:12 pm    Post subject: usb device not recognized!!!

I have been using MagicJack for over a year now. Started from the day before yesterday, my windows xp sp2 won't recognize it any more. When I plugged it in, it says "usb device not recognized". I have tried this on 4 different computers (windows xp sp2, sp3, vista), none of them working. All of them can recognize magicjack before.

I have tried various methods the "live" tech support suggested, but none of them worked. It includes regedit to remove YMAX stuff, clean the ymu... directory under application data in my documents folder, etc etc.

Could any body help me out here? I have spent over 8 hours total time with the tech support on this. And finally whenever I was being transferred to higher level support, I was disconnected. Now I am crazy.

Please help! Or anyway to complain?

Thanks
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dwpegues
magicJack Apprentice


Joined: 27 Jun 2008
Posts: 10

PostPosted: Wed Sep 03, 2008 5:43 pm    Post subject: same problem

i have been experiencing the same problem. tech support is absolutely retarded on the subject. i have no idea what to do to resolve the problem. it started for me three days ago and the device does not work on both my xp and vista systems.

included is my log with tech (absolute idiots by the way)

------------------------------------------
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Irish'
Irish: Hello, how may I help you?
daniel: hello. i spoke with a representative yesterday about my magicjack, but nothing was resolved
daniel: my magicjack is not working
Irish: Hi Danie.
daniel: and i believe it has come to the point where the device needs to be replaced
Irish: Daniel*
Irish: I apologize for so much inconvenience.
daniel: no problem
daniel: but my magicjack no longer works and i need to know what my options are
Irish: Is the magicJack still plug in?
daniel: it is plugged in, and right now the light is on; however, my computer does not recognize it.
daniel: usually, the blue light blinks on and off, on and off... and i get a system error saying that the device has malfunctioned.
daniel: the device never mounts to the system
daniel: under any circumstance
daniel: i have tried the device on two computers
daniel: it has crashed each of my computers once
Irish: Are you using the extension cord that comes with the magicJack?
daniel: i am now. but i have as well tried it without the usb extension cable
daniel: it makes no difference
Irish: May I ask you to please plug in the magicjack directly to the computer USB port?
daniel: it is plugged in directly
daniel: and the light is not even blinking
Irish: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Irish: http://upgrades.magicjack.com/upgrade/upgrade.exe
daniel: i have done that before, but will do it again. it will almost complete, then tell me to plug the magic jack into the usb port, which it is
Irish: Please runt he upgrade.
daniel: i am trying to
daniel: but it is not starting up
daniel: there is a chance the magicjack will crash my system again
Irish: No, it will not.
daniel: ok
daniel: the upgrade is starting
daniel: tells me: warning, you must plug magicjack into usb
daniel: in red
daniel: it has now opened the magicjack.com website
Irish: ]Plug in your magicJack. Now right click on my computer and select "manage". In there click on "Disk Management".
daniel: i have done all this already
daniel: did this yesterday
daniel: the device does not mount to the system
daniel: it is not in disk management
daniel: i as well cannot format the removable media
daniel: which is something else i was told to do yesterday
Irish: Have you tried to plug in your magicjack to a different computer?
daniel: at the beginning of this conversation i told you i have
daniel: same result
daniel: the computer i am using now is vista
daniel: the other system i tried it on is xp
daniel: i have tried it on both operating systems
daniel: and i get the same result
daniel: what are my options on swapping this device out?
Irish: Go to "My Computer". From menu bar go to Tools and select Folder Options. In there click on the View tab. In there make sure the option "show hidden files and folders is checked". Now click OK.
daniel: that was my initial question
daniel: that will not make a difference. there is no point in showing hidden files and folders
daniel: the device is not connecting to the computer
daniel: there are no hidden files to show
daniel: but, i do have that option already done by default
Irish: Now double click on your hard drive (usually called C:\). In there double click on "documents and settings". In there double click on the folder that has the username you use when logging in to Windows. In there double click on "Application Data". In there double click on folder called "mjusbsp". In there double click on folder called "ug00000". In there double click on the icon called "setup". See if your magicJack starts.
daniel: ok
daniel: i will try that now
daniel: this is new. the agent yesterday didnt tell me this
Irish: Thank you.
Irish: Okay.
daniel: no folder is available at that location on vista
daniel: i went to appdata
daniel: and the folders are local, locallow, and roaming
Irish: May I know if you did click "documents and settings". ?
daniel: i do not see a documents and settings folder
daniel: this is vista
daniel: not xp
Irish: Okay.
Irish: Under application Data please check for folder called "mjusbsp.
daniel: no folder
daniel: the folder application data does not exist in vista
daniel: that is a folder under documents and settings in xp
daniel: vista has a folder called appdata
daniel: and the mjusbsp is not in the folder appdata
daniel: are you still there?
Irish: Open task manager (control+alt+delete) and click the tab named Processes. Locate and end the following processes: UTSCSI, NEWNET_SETUP, MAGICJACK, and MAGICJACKLOADER. If one or several of these are not listed, do not worry. Now unplug your magicJack, wait 15 seconds, and plug it back in.
daniel: a better shortcut is ctrl+shift+esc by the way
Irish: Okay.
daniel: utscsi is not in the list of processes
daniel: neither are any of the others
daniel: nothing is present in processes
Irish: Please go to Computer and locate the drive named Vista Only, Phone, or removable disk (make sure it is the magicJack drive). Right click that drive, click format, and click start
daniel: the drive is not being recognized by the system
daniel: therefore the device would not be there
daniel: i keep getting a usb device unrecognized error
daniel: i told you this before
Irish: Please try plugging your magicJack into an AC powered USB that is connected to a USB port on your computer
daniel: i am plugging the magicjack into a usb port built into my laptop
daniel: i have tried all three ports
daniel: same result
daniel: i have as well tried it on the 6 jacks on my qosmio g45-av680
daniel: same result
Irish: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
daniel: thank you
info: Please wait while I transfer the chat to the best suited site operator.
info: You are now chatting with 'Grace'
daniel: hello grace
daniel: how are you today
daniel: i am having a problem with my magicjack and the other specialist/tech could not help
Grace: fine, and thank you for asking.
daniel: hopefully you can help me
daniel: you are welcome
Grace: how may I assist you?
daniel: my magicjack device is not being recognized by my system. the device will not mount, and as a result all the options advised by the previous specialist would not work
daniel: the light on the device does not come on
daniel: and i get an error stating that the device is unrecognized by my system
daniel: it as well does not come up as an available device in the device manager
daniel: i am wondering if the device is defective or can be fixed. i am plugged this device into the computer i am currently using (a windows vista machine), and have tried plugging it into my other computer ( a windows xp machine). i get the same result
daniel: are you there grace?
Grace: yes,,
Grace: sorry for the delay..
daniel: that is ok. i wanted to make sure we were still connected
Grace: I also read your previous chats Daniel.
daniel: then you know that i spoke to a previous tech about this situation as well then
Grace: may I have your fullname and email address please Daniel and also your MJ number.
daniel: xxxxxxxx xxxxxxxxx
daniel: xxxxxxxxxxxxxxxxxx
daniel: 985 326 3059
Grace: thank you.
Grace: have you seen the softphone in your screen?
daniel: not on the computer i am currently using
daniel: i have never used the magicjack on this computer before
daniel: and on the system that i normally use the magicjack on
daniel: about three days ago the softphone was visible
daniel: but as of the 1st of this month the device stopped working
daniel: and i have not seen the softphone on that system since
daniel: the light of the magicjack doesnt turn on on either computer
Grace: does it says Ready to call?
daniel: the softphone does not come up
daniel: so it cannot say that
Grace: okay.
daniel: the light on the magicjack will not even come on
Grace: please unplug and plug it back..
Grace: let see if the softphone will appears in your screen.
daniel: to be honest, while waiting for you to come back i have done that approximately 10 times
daniel: nothing is happening
daniel: i just tried it again, and nothing has happened
daniel: the magicjack has never been used on this computer before, and the software does not even attempt to install
Grace: okay.. and thank you for the infomation Daniel..
daniel: you are welcome grace
Grace: would that be okay if we will reformat your MJ?
daniel: i do not mind that, but the magicjack is not accessible
daniel: if we can get it to be accessible
daniel: then sure
daniel: lets do it
Grace: thank you.
Grace: please do not unplug the MJ from your usb port.
daniel: ok
daniel: i wont
Grace: please go ot my computer.
Grace: then look for the MJ drives.
daniel: no magicjack drives are visible
daniel: occasionally, when i unplug the mj then plug it back in, the system tells me that the "usb device has malfunctioned"
daniel: can you tell me of something else to do. no mj device(s) is/are visible
Grace: may I know what is in your my computer?
Grace: is there any removable drive?
daniel: it is "computer"
daniel: i am using windows vista
daniel: no
daniel: there is no removable drive
Grace: okay.
Grace: in your computer what is in there?
daniel: c:, dvdrw drive (dSmile, dvd drive (eSmile, cd drive (fSmile, nero scout
Grace: Daniel, please remove the nero in your computer settings since that is not compatible with MJ.
daniel: which burning rom software is compatible with mj?
Grace: okay.
Grace: here's the infomation regarding incompatibility with MJ.
Grace: Check for anything called musicmatch, musicmatch Jukebox or Yahoo Jukebox and Nero & Roxio. If you have any, please remove them
daniel: i will remove now, but i want you to know that i had been using magicjack with nero on my systems since i have owned the mj
daniel: as well, if i uninstall nero it will tell me to reboot
daniel: how do i get in touch with you to continue our session?
Grace: you can chat us back again and request of me then Daniel, and need not to worry since this chat sessions is being recorded.
daniel: ok
daniel: so i asked the representative for grace?
Grace: Yes, and that would be okay..on the higher level..
daniel: ok
daniel: well i suppose we can end this session for now. i will reboot, and i will get back with you in anywhere from five to ten minutes
daniel: vista has a slow shut down and reboot time, otherwise it would be faster. i am uninstalling nero now
daniel: speak to you soon, and thank you.
info: Your chat transcript will be sent to [email protected] at the end of your chat.
Grace: look forward to that and you are more than welcome.
Grace: 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!

Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Nash'
Nash: Hello, how may I help you?
daniel: hello, can i speak with grace
daniel: i had to reboot my computer
Nash: I apologize Daniel but grace is currently unavailable.
daniel: she told me she would be available
Nash: Please address to me your concern instead.
daniel: i need to speak with a higher level of support
daniel: that was the reason for speaking with her before
Nash: Ok Daniel.
Nash: Please hold while I transfer you to a higher level of support.
Nash: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

info: Please wait while I transfer the chat to the best suited site operator.
info: You are now chatting with 'Glenda'
Glenda: Hi this is Glenda, I will be assisting you today. Please hold while I check your previous chat.
daniel: ok
Glenda: Thank you for waiting.
daniel: no problem
Glenda: My apologies, but Grace is not available at this time.
Glenda: Would you allow me to assist you so we could fix the issue?
daniel: sure. but i do hope we can fix the issue or find some other measure of dealing with the problem
daniel: i am ready when you are
Glenda: Sure thing.
Glenda: Have you plug it in?
daniel: it is plugged in right now
daniel: but no light is on
Glenda: I see.
Glenda: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Glenda: http://upgrades.magicjack.com/upgrade/upgrade.exe
daniel: i have done that before approximately 10 times just to let you know. i have already downloaded it, so i will attempt to install it again
Glenda: Thanks.
Glenda: After running upgrade please unplug your magicJack and plug it back in to different USB port after 15 seconds.
daniel: warning: you must plug magicjack into usb
daniel: it says that every time, and has just said it again
Glenda: I see.
daniel: after which point, it just loaded the magicjack website
Glenda: Do you have different PC there?
daniel: not accessible at the moment
daniel: but if you did read my chat log
daniel: i said to the previous people
daniel: that i have plugged it into another pc
daniel: and it still does the same thing
Glenda: Go to control panel in Windows. In there open "Folder Options" and then click on the "View" tab.
Glenda: Now check the option that says, "show hidden files and folders" and the click "Apply" and "Ok"
daniel: i already have hidden files visible
daniel: i just had my fiance plug the mj into her computer
daniel: the light is flickering
daniel: ultimately, this device does the same thing on all computers i have tried it on
daniel: anyways, i have all hidden files and folders visible. what should i do next?
Glenda: Now go to "Computer"
Glenda: In there double click on C:
Glenda: Then double click on the "Users" Folder
Glenda: Now Double Click on the Folder that has the name you use when you log into Windows, If you do not have a log in name double click on the folder called "Admin"
daniel: ok
daniel: done that. now what next
Glenda: Now double click on the folder called "AppData"
Glenda: Now double click on folder called "Roaming"
Glenda: Now double click on folder called "mjusbsp"
Glenda: In there double click on the folder called "ug00000"
Glenda: In there double click on the file called "Setup"
Glenda: Your magicJack should now start.
daniel: there is no setup in the folder
daniel: only
daniel: monly magicjacksplash.exe
daniel: only magicjackspash.exe
Glenda: Okay.
Glenda: Exit that window please.
Glenda: Go to "computer"
Glenda: In there right click on "magicJack" and select "Explore"
Glenda: In there right click on "autorun" and select "Run as admininstrator"
Glenda: See if magicJack starts.
daniel: there is no magicjack
daniel: by the way, the magicjack blue light is still not on
daniel: the computer says usb device not recognized
daniel: this is what it usually says
Glenda: Are you using the USB extension cord?
daniel: i am now
daniel: i have just removed it
daniel: and have the mj plugged directly in without the usb extension cable
daniel: stioll, no blue light though
Glenda: Try plugging it in directly to the USB port at the back of your tower.
daniel: i am using a laptop, but i have connected it directly
daniel: it has been plugged in directly for approximately 1 minute now
Glenda: Okay.
daniel: still, no light
daniel: no response of it being plugged in from the os either
Glenda: Go to Computer and look for the magicJack drives.
Glenda: Right click on that magicJack drive and tell me which drive that has format option.
daniel: there is no magicjack drive
daniel: kindly do not ask me this again. every support agent has repeatedly told me to do this. the magicjack is not mounting to the system
daniel: we need to figure out how to get the magicjack to connect to the computer
Glenda: If it's okay with you please plug it in on your XP Daniel.
daniel: i cannot do that at the moment. my xp system is in another room, and someone is asleep in there at the moment
daniel: i am in eastern europe and it is nearly 10:30 (22:30) over here
daniel: however, please take my word for it when i say that this problem is doing the same thing on the xp system
daniel: i will say this though that is different from the xp system to vista
daniel: the magicjack mounts and is assigned a drive letter for literally a fraction of a second, then unmounts itself
Glenda: Okay.
daniel: other than the flicker of being mounted before unmounting, there is no difference
daniel: the hardware itself has a problem
Glenda: Have you disable your windows firewall and antivirus?
daniel: firewall is disabled by default. not my antivirus
daniel: actually
daniel: my antivirus is turned off as well
Glenda: Please check your bandwith speed at speedtest.net
daniel: my bandwidth is suitable
daniel: it is approximately 250 KB/s
Glenda: Please download the latest version of Java from www.java.com
daniel: but i do want to say that bandwidth has nothing to do with the device being recognized by the system
daniel: i have done that
daniel: and actually
daniel: using the newest version of java, i cannot view the page to download the fix for the plug magicjack into usb error
daniel: anyways, the newest version of java is installed
daniel: and again, should have nothing to do with the device being recognized by the system
daniel: i have just finished having my version of java tested at java.com. it is the current version and it working properly
Glenda: Please go to C:>Documents and Settings>Users>Application data>Roaming> mjusbsp>in00000. Copy the file named setup and close that folder. Now click the Start button, click All Programs, right click the Startup folder, and choose open all users Paste the setup file into that folder. Your magicJack will now start on bootup.
daniel: here is no setup in that folder
daniel: and by the way
daniel: i am using vista
daniel: the folders you told me are for the most part for xp
daniel: this is the location path for vista
daniel: C:\Users\xxxxxxx\AppData\Roaming\mjusbsp\ug00000
daniel: similar, but different
daniel: glenda, i have spent over 3 hours on this now
daniel: is it magicjacks policy to continue with the same questions to try and get the device working, or is there another step
daniel: such as a higher level specialist
daniel: or
daniel: a swapout program
daniel: can i get this device replaced?
Glenda: Please try an AC powered USB hub as it will boost the power.
daniel: i cannot spend another hour trying to troubleshoot this when it is not working
daniel: i have been doing direct connect of the mj
daniel: please read my last 10 or so comments
Glenda: Yes, you can but if possible lets try using different PC for that first with your XP if possible to make sure that it's really the magicJack that is defective.
daniel: i told you it is
daniel: glenda, i have spent 3 hours on this
daniel: i cannot spend any more time. it is doing the same thing on my xp system as it is on this system
daniel: i cannot continue to try and troubleshoot the same thing over and over and over again
Glenda: I understand.
daniel: i have been patient and done almost everything you all have told me to do
Glenda: May I know when did you placed an order?
daniel: i purchased it off ebay possibly 3 months ago
daniel: approximately 3 months
Glenda: I see, my apologies but all we can do here is help you in troubleshooting your magicJack but not replace it. I suggest you to please do contact that certain reseller for your replacement.
daniel: you have to be kidding me
Glenda: Yes, we only replace magicJacks that are bought on our website but for the resellers they have there own policies for that.
daniel: so you are telling me that this device has no warranty???
daniel: it does not matter who i bought the device from
daniel: it is your device
daniel: and electronics have a warranty
daniel: so ultimately you are saying you have no warranty on your products unless i buy from you, yet, the device one way or another was bought from you
Glenda: I understand your concern Daniel, but please understand that we don't have any records of your order here on our database since you bought that on ebay.
daniel: and what if i get the original record of the original owner?
Glenda: It will be them who will process the replacement for you, Daniel.
daniel: do you have a supervisor i can chat with concerning this?
Glenda: I am a Supervisor, Daniel.
daniel: so how do i go about getting this person to process the replacement?
daniel: can i have them speak to you for the replacement, but i send you the replacement, and you send me the replacement back?
daniel: i mean, i send you my magicjack, and you send me the replacement?
Glenda: Please do contact them first, Daniel for they also have their own agreement terms on that.
daniel: i will contact them as i am sure they will help me, but can you please answer my question
daniel: if they speak to you to issue a replacement, i send you my magicjack, will you send the replacement to me or to them???
Glenda: To whom the replacement is address to.
daniel: so in other words, it will come to be if addressed to me
daniel: and let me ask you something else
daniel: i am in eastern europe
daniel: will you mail the replacement to the czech republic?
Glenda: No, we only do shipments in both US and Canada.
daniel: hehe
daniel: man, you all really need to work on customer satisfaction
daniel: jesus.
daniel: well, i will see what i can do with the original owner
daniel: spend another 3 to 5 hours on this
daniel: and get back in touch with you all
Glenda: Please do.
daniel: and by the way, i wish to god one of you would have admitted a long time ago that you have no idea what i wrong with my device
daniel: you, grace, irish, and the other person i spoke to have wasted a lot of my time
daniel: all to tell me that i cannot get it replaced. customer services has obviously gone out the damn door in the good ole u.s. or a.
daniel: ** u.s. of a.
Glenda: I do apologize for that, Daniel. We all tried our best to help you. I can issue you a replacement if only you bought it from us but the it's not. So please do contact your reseller for that.
daniel: i will do that; however, please report to your supervisor i have to report this to the better business bureau
daniel: i know you have tried to help me get the device working
daniel: but whether i purchased the device from you or from a third party, i should still be entitled to the same warranty
daniel: after all, the money ultimately goes to you.
daniel: i kept my cool until now, and i had been very patient
daniel: i will attempt to speak with the original owner
daniel: and i will be in touch
Glenda: I will Daniel and you may do what you think is appropriately necessary.
Glenda: Again, I do apologize for the inconvenience and appreciate your patience.
daniel: oh
daniel: glenda
daniel: one more thing
daniel: what is the warranty policy
daniel: are you there?

info: Your chat transcript will be sent to [email protected] at the end of your chat.
Glenda: Yes, I'm here.
daniel: can you please tell me what the warranty is on the magicjack
Glenda: Please refer to our Terms of Service http://www.magicjack.com/site/tos.html
daniel: so magicjack has no warranty for the device hardware malfunctioning?
daniel: is that correct?
Glenda: We have the 30 day trial period for that, but we can only issue you a replacement once.
daniel: well, i will speak to the original owner. i want to make one note though. if you really care about your service, then you will strongly consider having far better customer relations, not to mention having better tech support. read the forums on the net. people are not very happy with your tech support.
daniel: anyways, enough of wasting my time. have a good one and i will be in touch.
daniel: later
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dwpegues
magicJack Apprentice


Joined: 27 Jun 2008
Posts: 10

PostPosted: Thu Sep 04, 2008 4:08 am    Post subject: usb device not recognized

i have read around on the internet, and it appears as though a lot of people are having this problem. i am under the assumption at the moment that this is a relatively new problem. i spoke with a support agent last night, and from what i was told this is a new known issue. they have recently brought this to the attention of the engineers, but they have no idea how to solve the problem. what i am going to attempt to do is get a replacement as they have no idea how to solve it.

if anyone has an update to 'usb device not recognized', then please let us know. and the mjrecover_setup does not work because the device itself is not recognized by the system.
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escobar
MagicJack Newbie


Joined: 04 Sep 2008
Posts: 4

PostPosted: Thu Sep 04, 2008 4:26 am    Post subject:

Hmmm I will keep an eye out for you sorry to hear for your troubles...
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dwpegues
magicJack Apprentice


Joined: 27 Jun 2008
Posts: 10

PostPosted: Thu Sep 04, 2008 11:30 am    Post subject:

thanks escobar. i hope that something is resolved soon. in the meantime i am purchasing another mj, as well as getting a replacement for this one. this is a great device, but their tech support is trash and their customer service is the pits.
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zhiguoli
MagicJack Newbie


Joined: 03 Sep 2008
Posts: 4

PostPosted: Sun Sep 14, 2008 12:57 pm    Post subject:

They finally promised a replacement after talking to their tech support for more than 10 hours in many sessions. But after 10 days, I am still waiting for the replacement.

Talked to tech support again, and they said they have placed a request, but the request is still in processing.

I cannot believe that it takes so long for them to send me the replacement.

BTW, their tech support is really not helpful. The things they know you must know already; the things you don't know they totally have no idea.

Thanks to the guy who found the trick to let magicjack run without the usb storage plugged in!
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momo
Dan Should Pay Me


Joined: 26 Aug 2008
Posts: 541

PostPosted: Sun Sep 14, 2008 1:24 pm    Post subject:

sorry if the chat session covered this, I didn't want to read through it!

did you ever try looking in your device manager to see if any items show with a yellow exclaimation mark (!) or red X

if so, you may JUST have to use the properties option to re-enable it again, at least you can try to see if it enables ... Smile anyway.

maybe the hardware is still good.
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zsk77
MagicJack Newbie


Joined: 16 Sep 2008
Posts: 1

PostPosted: Tue Sep 16, 2008 8:41 pm    Post subject: easy fix

I had the same problem, spent countless hours with tech support which is clueless, finally found the fix someone had posted online.
Turn off the PC & remove the PC power cord from the power outlet, wait a few seconds & then restart PC (this will reset the motherboard) & plug in magicjack it works fine.

Hope this helps.
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zhiguoli
MagicJack Newbie


Joined: 03 Sep 2008
Posts: 4

PostPosted: Thu Sep 18, 2008 11:07 am    Post subject: Re: easy fix

No, this doesn't work for me. I tried it on two different laptops and two different desktops, none of them worked. Previously all of them worked. And after half a month, I am still waiting for the replacement.
I wonder if there is any place for me to make complain, like BBB or FCC.


zsk77 wrote:
I had the same problem, spent countless hours with tech support which is clueless, finally found the fix someone had posted online.
Turn off the PC & remove the PC power cord from the power outlet, wait a few seconds & then restart PC (this will reset the motherboard) & plug in magicjack it works fine.

Hope this helps.
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zhiguoli
MagicJack Newbie


Joined: 03 Sep 2008
Posts: 4

PostPosted: Mon Sep 22, 2008 8:25 pm    Post subject:

After 18 days, I contacted their tech support (you couldn't actually call it support since they don't have a phone and they could close the chat and you could do nothing about it) and they again promised me a replacement and asked me to check email within 24-48 hours.

Of course, after 48 hours no email for me.

I contacted them again and now they changed their opinion saying that I should be responsible for whatever happens to the magicjack after 30 days trial period.

Really don't know how to deal with a company without even a phone number. Any suggestions? I know it's only $20, but this is like cheating and I couldn't get any answer.
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shadeaux
MagicJack Newbie


Joined: 23 Sep 2008
Posts: 1

PostPosted: Tue Sep 23, 2008 3:23 am    Post subject:

I'm having the same exact issue. I've spent nearly every moment from about 5pm until now-3:20 am, with various tech support people. doing the same things, over and over again, and it still isn't working. The moment I said I thought the MagicJack was faulty, and asked what I could do about it, the tech person said they were sorry they couldn't help me find a solution, and then they were gone.

The three days of service I got was wonderful, and I really don't want to give it up, but I'm damn glad I haven't dumped my old phone service yet.
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grw
MagicJack User


Joined: 04 Jul 2008
Posts: 41

PostPosted: Tue Sep 23, 2008 9:27 am    Post subject:

shadeaux wrote:
I'm having the same exact issue. I've spent nearly every moment from about 5pm until now-3:20 am, with various tech support people. doing the same things, over and over again, and it still isn't working. The moment I said I thought the MagicJack was faulty, and asked what I could do about it, the tech person said they were sorry they couldn't help me find a solution, and then they were gone.

The three days of service I got was wonderful, and I really don't want to give it up, but I'm damn glad I haven't dumped my old phone service yet.

I had the same problem and symptoms several weeks ago. After three months of use the equipment died. I tried it on three computers with same result.

I was able to get a replacement through tech support at no charge from Magic Jack. And it works fine--so far. As a backup, however, I emailed Dan Borislow <[email protected]> with the text of the transcript.

It could be that they changed their policy because of a large number of defective units.
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VanguardLH
MagicJack User


Joined: 04 Aug 2008
Posts: 38

PostPosted: Thu Oct 16, 2008 7:35 pm    Post subject:

When you chat with them to find warranty info, they'll direct you to their TOS at http://www.magicjack.com/tos/. Section 16 relinquishes them of any responsibility. They're claiming they can sell you something but provide no warranty whatsoever regarding its guarantee of fitness.

Basically them claim that Magicjack has no warranty but will replace the device if they cant fix the problem. Thus why they will try to frustrate you with prolonged chat sessions and repeated attempts at performing the same troubleshooting steps. They aren't just being dumb. They're motivated to make you go away.

YMax is incorporated in Delaware with offices in Florida. Sure looks like someone motivated to prove that they do have to warranty the fitness of their product for its intended use might want to start call the State Attorney's Office for advice of how to execute actions against YMax.

Their attitude is you're fucked if they chose not to replace the device. Buy it, try it, and expect to toss it if it doesn't work. Feel lucky if they ever give useful tech advice through their chat line and again lucky if you ever manage to push them to replace the device. However, if you do manage to push them hard enough to do a replacement, they only do exchanges, not replacements. They charge you, they send another unti to you, you send back the defective unit, and someday they may decide to refund your account. Took me a week of chats totalling 7 hours before they agreed to exchange the device and they've had the defective unit back for a week and haven't yet refunded my credit card (but a week is a bit short so I won't raise a complaint with my credit company for awhile yet).
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ks78
MagicJack Newbie


Joined: 24 Aug 2009
Posts: 2

PostPosted: Mon Aug 24, 2009 11:39 am    Post subject: solution for magic jack usb not recognized by computer

After talking to magic jack tech support for more than an hour and reading all forums for about a week, I finally got it fixed. Initially magic jack was not recognized by my computer but now after trying the following, its working real good.

* Right click on My Computer
* Go to Properties
* Click on Hardware tab
* Then click Device Manager
* Expand Universal Serial Bus Controllers
* Find USB composite device

I found a yellow mark with a exclamatory sign on USB composite device. It means the USB composite device is not enabled or active. So right click on it and uninstall.

Then restart your computer and now magic jack works like magic.
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MaryGladys
MagicJack Newbie


Joined: 25 Sep 2009
Posts: 1

PostPosted: Fri Sep 25, 2009 5:50 pm    Post subject: FIXED USB not recognized error!

So, I happened to reach a smart man by the name of Paul at MJ Tech Support. I have MJ working on Windows 7 to boot.

Like everyone else, I woke up this morning with MJ not working and tried everything....uninstalling the driver, rebooting, and the error coming back when I plugged MJ back in the computer...

So, these steps worked!

First, unplug majicJack from the computer.

Open up REGEDIT and navigate to :

HKLM > System > CurrentControlSet > Control > Class > {4D36E965-E325-11CE-BFC1-08002BE10318}

If there is a key called LowerFilter or UpperFilter, delete it.

Reboot your computer and then plug magicJack back in and you should be good to go.

Hope this helps!
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southernstench
MagicJack Newbie


Joined: 11 Nov 2009
Posts: 1

PostPosted: Wed Nov 11, 2009 2:47 pm    Post subject: usb device not recognized!!!

After my mj stopped working with my desktop, I tried it in a laptop, then with a powered hub. No luck. Wasted a couple of hours with tech support while they were telling me to insert it, remove it, wait 15 seconds, etc.
I noticed that there wasn't much resistance when inserting it, so I took a pair of pliers and very gently squeezed the jack sticking out of the dongle.
Plugged it back in. No error message. It's working again. It appears in my case that it wasn't making a good connection. I don't recommend this solution for everyone, but it's worth trying before tossing it out.
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cdwhit
MagicJack User


Joined: 21 May 2008
Posts: 30

PostPosted: Fri Nov 13, 2009 2:37 am    Post subject:

See my posts, similar problems. Did the exchange. Everything fine so far.
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thejamie
MagicJack Newbie


Joined: 24 Jan 2010
Posts: 1

PostPosted: Sun Jan 24, 2010 8:11 am    Post subject: Permissions error

After reading through the tech chat (experiencing same problem - magicjackloader seems to believe no connection to the internet exists), I followed the advice of the tech person (go to programs and applications - which is now users on vista and windows 7)...

discovered applicationdata folder locked out for my user name (I am the administrator). Went into security on the folder, advanced - ownership tab, re-secured ownership with my login, ran the upgrade, ran the start magicjack from the desktop again and voila, magicjack works again.

I suspect something in their approach to permissions gathered to receive VOIP may trigger the permission denial - or, in my case, I was attempting to install a fax machine using non Windows 7 drivers which may have caused a NET FRAMEWORK violation for an earlier version of the framework (Windows 7 uses Framework v3).

It would be interesting to see if this is someone else's issue.
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stetch
MagicJack Newbie


Joined: 15 Jun 2011
Posts: 1
Location: USA

PostPosted: Wed Jun 15, 2011 4:21 pm    Post subject:

Just in case it isn't obvious - if you go to your Explorer and see magic jack listed as a drive, just go into that drive and double click "autorun.exe" to install it.

That was all I needed to do.
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