New audio problems

[Wyrdmage]

OK so I've been using my MJ for about 4 months now, and never had any REAL issues with it, as long as I wasnt using a lot of resources on my comp when a call came thru. So about a week ago, the calls lost quality, and started sounding all fuzzy, like an old radio that gets really bad reception. It only sounds bad on the MJ side, the people I'm talking to say I sound fine. I set up a dedicated computer, thinking maybe my main was just causing too many conflicts, but the same problem occurs on the dedicated machine. Originally, the MJ was plugged in using the extender thing it comes with, so I tried plugging it directly into the usb port, no luck. The priority is already set to "Realtime" in the task manager, I have the newest updates, I've tried multiple phones and headsets, and I'm out of ideas.......HELP!!! It's to the point where I can barely understand what people are saying, and thats if I'm LUCKY!

MJ Dedicated Machine =
700MhZ, 256 RAM, XP Pro SP3 (Fresh install), 30G Hard drive

Original MJ Machine =
2.5 Ghz, 512 RAM, XP Pro SP3, 120G Hard drive

Router = Netgear WGR614 Wireless-G Router

Cox High Speed Internet 9Mbps down, 4(?) Mbps up

[grooverince]

make sure you're forwarding the following ports on the router to the computer you are running MagicJack on.

UDP & TCP 5070-070, 80 and 443

[grooverince]

make sure you're forwarding the following ports on the router to the computer you are running MagicJack on.

UDP & TCP 5070-070, 80 and 443

[Wyrdmage]

i would if I knew how, lol. I may be a whiz with the main box, but networks and routers are my kryptonite. any ideas how I can forward those ports?

[Wyrdmage]

OK so I forwarded ports 5060, 5070, and 443, for the dedicated machine. No change. Any other ideas??

[grooverince]

if you go to your router admin page (the address you type into your browser should be something like http://192.168.0.1 or http://192.168.1.1)
you should have an option called Port Forwarding or something similar.

Once there you wold forward the ports to the IP address of the computer running magic jack.

Here is a website that shows you step by step instructions to port forwarding on a netgear router: http://portforward.com/english/routers/ ... /eMule.htm

scroll down about half way down the page.

[Wyrdmage]

I got the ports forwarded, thank you for your help on that. The problem however, still exists. It never had this problem before, so I don't understand why it would suddenly start acting up like this. Any other ideas would be greatly appreciated.

[Negeltu]

I've been poking around in the registry ... I'm curious... could you go to your start menu > Run > type "regedit"

Then navigate to this entry:

HKEY_CURRENT_USER\Software\talk4free\USB Softphone\Options\Audio

and see if the EnableNoiseReduction is set to 1.

[Wyrdmage]

yep, Enablenoisereduction is indeed set to "1".

[Negeltu]

hmm ok nvm

Maybe it is hardware failure. The MJ itself. If your ports are forwarded... I really don't know what the problem could be. Maybe someone else has some ideas. Good luck.

[Wyrdmage]

thanks, yeah I really hope someone else can help because the MJ support guys are f-ing CLUELESS. I am open to all suggestions, so please, any and all ideas are WELCOME!!

[shampooguy]

make sure you're forwarding the following ports on the router to the computer you are running MagicJack on.

UDP & TCP 5070-070, 80 and 443

OK, so I want to try this, but it seems confusing. What does 5070-070 mean?

When I log into my router firewall options, I see selections for TCP and UDP with range fields. So does 5070-070 mean a range of 5070-5070? Add theses ranges 80-80, 443-443 for both UDP and TCP? Thanks for any clarification.

[VaHam]

thanks, yeah I really hope someone else can help because the MJ support guys are f-ing CLUELESS. I am open to all suggestions, so please, any and all ideas are WELCOME!!

What does http://www.testyourvoip.com report?

[Wyrdmage]

i got a score of 4.1 from www.testyourvoip.com

[saxman]

Are you doing anything else like big downloads while on the phone? Is your internet speed the same as before? Have you added any more periphrials lately?-

Check your pm-I sent you an email address for help-

[saxman]

My audio has gotten worse lately as well. Since the upgrade MJ just did I have had complaints from people about delays and echos all on their end. It sounds ok to me. I have the anti echo software as well as the HBB1 Broadband booster and this should not be happening and if it does not get better I'll have to switch back to the old phone. My phone score was 4.3 on there.

[Wyrdmage]

no new peripherals, and its happening on both of my computers, not just one. My internet speed has actually increased but that was before the problem started so it cant be related. Also, the problem occurs whether I am downloading or not, so it isn't a bandwidth issue. I have also tried multiple routers, as well as a direct line to the modem, and it doesn't help.

Saxman, as for the PM you sent me, I never recieved it, but you can just send me an email at [email protected].

[saxman]

check your email-should be there

[Wyrdmage]

got it thanks

[bigfish]

What does http://www.testyourvoip.com report?[/quote]

I just now got mine up and running and my mom is my only caller who says can not hear me well; everything seems turned up to me; any ideas?
oh and i got only a 3.5 out of 5 mos score

[Wyrdmage]

that kind of depends on a few things Bigfish...

1) Are you using the USB extesion it comes with? If so try plugging the MJ directly into the USB port on your computer, or better yet, get a powered USB hub.

2) What exactly do you mean by "turned up"? The volume? That setting can be turned down in the MJ softphone settings.

3) I've noticed that calls to or from cell phones can have issues, though not to all cells, and not even consistent by carrier. It seems cell phone number specific, so idk. Are you talking to your mom while she's on a cell or is she using a landline?

4) This is just some basic stuff I had to do to get my MJ to work right when I first got it: Defrag your computer, get rid of unnecessary background services, set the MJ process' priority to "realtime" in the task manager, and possibly.....get a dedicated computer for MJ use only.

Hope this helps.

[bigfish]

Hey, thanks for the help; I just restarted without the usb adapter and i set the process priority to "realtime"; all of my callers can barely hear me on their "landlines", i haven't tried calling a cell phone yet.
In the registry, under softphone-options, registry value for "auto adjust volume" is set to "0" and the value for "enable mic boost" is set at "0" and the value for "noise reduction is set at "1" and the "use direct sounds" is set at "1"; are these set okay and are there any other entries to note?; i still have not done a defrag;
oh, and my pc is a:
dell dimension E-510, dual core processor 2.8ghz, 2 gigs ram, a 160 gig and a Cableone 3meg broadband plan which while calling, runs at 3 megs
i'll defrag today sometime and see if that helps; anything else i need to be aware of?
thanks again for the help,
kevin

that kind of depends on a few things Bigfish...

1) Are you using the USB extesion it comes with? If so try plugging the MJ directly into the USB port on your computer, or better yet, get a powered USB hub.

2) What exactly do you mean by "turned up"? The volume? That setting can be turned down in the MJ softphone settings.

3) I've noticed that calls to or from cell phones can have issues, though not to all cells, and not even consistent by carrier. It seems cell phone number specific, so idk. Are you talking to your mom while she's on a cell or is she using a landline?

4) This is just some basic stuff I had to do to get my MJ to work right when I first got it: Defrag your computer, get rid of unnecessary background services, set the MJ process' priority to "realtime" in the task manager, and possibly.....get a dedicated computer for MJ use only.

Hope this helps.

[Wyrdmage]

UPDATE!

I was told by a very helpful MJ techie that my MJ probably broke for one reason or another, and the phone jack on it was just malfunctioning. He recommended that I request a new one for free from the Live Support. As we all know, the MJ Live Support is a joke, but I figured, what the hell, they can't screw this up, it's a replacement...easy as pie right? WRONG! Here is the transcript of my conversation with them. (Basically, yeah you can have a new one, but you'll have to pay for it!)

Chat InformationPlease wait for a site operator to respond.
Chat InformationYou are now chatting with 'Xander'
Xander: Hello, how may I help you?
Brian: I was told to talk to you guys about getting a new MagicJack because mine seems to be defective
Brian: One of your tech guys told me to talk to you about it
Xander: Okay, Brian
Xander: May I have your full name and email address please?
Brian: Brian Willoughby [email protected]
Xander: Thank you for that information.
Xander: May I know what is the problem of your magicjack please?
Brian: the audio is all static but only on my end, and only when I do not use a microphone headset.
Brian: I have tried updates and fixes from your tech guy, and all sorts of other things, but the problem is still there
Xander: I see.
Xander: Can I try it to fix your problem with one steps only, Brian?
Brian: I'd rather not, I've already tried everything your tech guy can think of, including the latest updates
Brian: I just want to get a new one to see if thats the problem
Xander: Okay, Brian
Brian: Thank you
Xander: Would you mind if I'll transfer you to our higher department, so they could provide you more details with your concern?
Brian: Go ahead
Xander: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Brian: OK

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

Chat InformationYou are now chatting with 'Cassy'

Cassy: Hello, Cassy here. I'll be assisting you today. How are you?
Cassy: Please give me a moment to review your previous chat. Thanks
Brian: No problem
Cassy: Thank you for holding, Brian.
Brian: sure
Cassy: Were you able to make and receive calls before?
Brian: yes, for about 3 months
Brian: this problem started about 2-3 weeks ago
Cassy: I see. Is the bluelight still?
Brian: yes
Cassy: Is your magicjack plugged in right now?
Brian: it still works, but the audio is horrible and i cannot understand what is being said
Brian: yes its plugged in but not on this computer
Cassy: have you tried using different usb port?
Brian: yes
Brian: I've tried all of this before
Cassy: Have you seen magicjack menu on your screen?
Brian: I dont have it on my screen now because it is plugged into a different computer
Cassy: I see. Can you please try to plug in your MJ into the computer where we're chatting so we could diagnose it further what is the problem?
Brian: I have done all that with one of your tech guys, and he told me it's defective and I need a new one
Brian: So how can I get a new one?
Brian: that's all I want
Cassy: alright. Did you order it online or by phone/
Brian: originally? I ordered it online
Cassy: Can I have your full name, email address and sales order number please
Brian: Brian Willoughby [email protected] I don't know my sales order number
Cassy: Thank you. Is this your credit card number **** **** **** ****?
Brian: I no longer have that card, but yes it is the card I ordered with
Cassy: Replacement is free, however, our system will automatically put a hold on the amount once we issued customer the replacement unit. The amount will be released once we got back the original device.
Cassy: Please be informed that you need to have sufficient funds worth $39.95 for the replacement magicJack so we may be able to process and deliver it in your address.
Brian: WHAT!
Brian: no no no....i'm not paying for a new one
Brian: thats BS
Cassy: Once the replacement has been issued, you will receive an email with an RMA number and return information for the original magicJack. The original magicJack must be in our hands within two (2) weeks, in order for you not to be charged for the replacement magicJack. Please make sure to include the email with your RMA number when returning the original magicJack.
Brian: no
Brian: this is not ok
Brian: do not charge me
Cassy: I do apologize but that is how replacement process. That is for free but we need to on hold $39.95 temporarily for the transaction to go through.
Brian: thats called CHARGING
Brian: you know what, forget it
Brian: i dont need a replacement
Brian: whatever
Cassy: I understand your concern, Brian.
Cassy: Is there anything else I may help you with today?

At that point I was done, so I saved the conversation and closed the window. Now, I understand that they said they would only "hold" the $40, but considering the business practices they use, I am not about to risk spending ANOTHER $40 just to replace a defective piece of equipment that I shouldn't have gotten in the first place! I will continue to use MJ because its cheap, and this year is already paid for, but I will have to re-evaluate my position next year. Sadly, the MJ people leave much to be desired and stuff like this seems to happen FAR to often.

If anyone has any suggestions on who to talk to or how to get a replacement, please email me at [email protected]. Thank you.

[Wyrdmage]

To Bigfish--

nope thats pretty much it. The other people not being able to hear you isn't really fixable, or so it seems to me. I've had people say it was quiet, loud, perfect, fuzzy, laggy, you name it at one point or another they experienced it. It seems to be a problem with the MJ servers, but I cannot say for sure. You could try using a microphone and see if they can hear you better that way, though I doubt it'll make any difference. MJ, unfortunately is nowhere near perfect, and we just have to deal with all the little things until it all gets sorted out.

[bigfish]

Thanks for the insider viewpoint; skype had bugs at first and to this day they ask for feedback after every call; i only hope mj sorts this out before my skpe runs out; i got into this cause the price was waay cheaper and of course i did expect better quality.
I am prompting my mom to learn how to turn up the volume on her landline phone to hear me better. Thanks for all the help and i'll just keep watching the forum.

peace on other planets,
fish

To Bigfish--

MJ, unfortunately is nowhere near perfect, and we just have to deal with all the little things until it all gets sorted out.

[Wyrdmage]

hey bigfish I forgot to ask...are you using a router or are you hooked directly into your modem? If you are using a router, a good idea is to change your router settings to enable the QoS service. Sometimes they even have other little settings that are IP phone specific. A quick way to find out if your router is the culprit is to plug straight into the modem and see if the problem clears up. If it does, tweak with your router settings until you figure it out.

[JCDANCERS]

Try disabling all of your startup programs. Then try it. Maybe you have a conflict. javascript:emoticon(':oops:')

[Wyrdmage]

are you talking to me (the original poster) or to bigfish? lolz. If to me, then I already have all my startup progs killed just because I like a quick clean boot, and don't enjoy saitting at my comp for 10 mins waiting for random progs to load. Also, Prog conflicts typically cause lag in the sound, but not static or (in bigfish's case) quite sound. Thanks for your input, maybe it'll help Bigfish.

[bot42]

I have found that it does you no good to open these ports in your router if you don't open them in Windows firewall.Fallow this, Start/internet connections/ local area connection/ properties/advanced/ firewall settings/ exceptions/ add port. Name the port magicjack then enter the numbers. Keep in mind that you have to add each port twice once for TCP and again for UDP.

[bot42]

Oh yeah those numbers again are- 5070, 80 and 443 enter each number into you firewall twice once with TCP checked then with UDP checked. Don't forget to restart your computer after these adjustments for them to take place.

[Wyrdmage]

ports are open in my router, windows firewall is just off.