Can anyone here (the real gurus) think of anything else to try?
Thanks in advance. Jared
Please wait for a site operator to respond.
You are now chatting with 'Lex'
Your Issue ID for this chat is LTK419067941684X
Lex: Hello, how may I help you?
jared: I have recently reformatted and reinstalled vista on my computer and now cant start magicjack
jared: both drives show up empty and clicking on cd drive says application failed to start
Lex: I see... May I know if there are any messages after you plugged in the magicjack?
jared: nothing other than windows is installing new hardware
jared: Ive verified that the magicjack works as expected on another computer
Lex: Yes I will Jared
Lex: May I know if the magicjack plugged in now?
jared: have tried running both update exe and mjrecover_setup.exe
jared: magicjack is plugged in yes
Lex: You are using vista right?
jared: yes windows vista ultimate 32bit
Lex: On your desktop, please click Windows logo then go to Computer and look for 2 magicjack drives there
jared: i have CD Drive (J:) magicjack and Removeable Disk (k:)
jared: CD drive icon is just the default windows doesnt know what icon to use thing and removeable drive icon is the normal removeable drive icon
jared: in other words no magicjack icons
Lex: Please right click the drive K then select Format then Start Format.
Lex: Please be inform that it will deleted your magicjack files Jared, is that okay with you?
jared: format does nothing. i never get to the point that it will format.
jared: I am ok with deleting mj files I just need the phone working
Lex: Okay
Lex: Please format it now
jared: In Computer Management, drive J shows up as cd rom 10Mb and drive k shows up as 18MB unallocated
Lex: You mean the removable is unallocated?
jared: Formatting does nothing. the menu just fades away. I never get to the format dialog box
jared: yes the removeable drive shows unallocated
Lex: Can you able to go on the computer management now?
jared: im there
Lex: Right click the removable and click Format, tell me if you have the format menu
jared: there are no options for formatting the removeabble drive there either
Lex: okay
Lex: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Lex: http://upgrades.magicjack.com/upgrade/upgrade.exe
Lex: Please click Run and let me know when the upgrade is done
jared: clicking the lable gives me change drive letter and path, properties, eject, and help.
jared: right clicking the drive image gives me create new simple volume and properties
Lex: I see.. Okay
jared: As I have said before I have run the upgrade numerous times
Lex: wait, do not run the upgrade
jared: ok
Lex: Please unplug the magicjack then plug it back again, take note of the drives will reappear.
jared: drive k removeable did not return, drive j is there again but with no icon this time in my computer
Lex: Okay
Lex: On your desktop, please click on the Windows icon.
Lex: Please right-click "Computer" then select "Properties". (System Window will appear)
Lex: On the left-side of the System Window, please click on "Device Manager".
jared: ok now both are back and autoplay has popped up
jared: ok at devise manager
Lex: Please click the + sign beside the Disk Drives and look for YMAX or Tiger Jet
jared: disk drives has ymax magicjack usb device, dvd/cd roms has ymax usb device, and sound has usb internet phone by tigerjet
Lex: Okay
Lex: Please uninstall them.
Lex: Just right click the YMAX or Tiger jet then select Uninstall.
jared: all three are uninstalled
Lex: They are already uninstalled?
jared: drives are gone from computer management and explorer
jared: just uninstalled them at your request
Lex: Okay, please unplug the magicjack and leave it unplugged for a mean time
jared: ok unplugged
Lex: On your desktop, please click Windows logo then go to "Start Search" text box. In there, please type "appdata" then press enter.
jared: ok, explorer windo comes up with three folders: local, locallow, and roaming
Lex: PLease open the Roaming folder
jared: ok
jared: i do see mjsbsp folder there
Lex: Please look for MJUSBSP folder then delete it.
jared: deleteing folder...
jared: ok folder gone
Lex: Okay, please plug back the magicjack without using the usb extension cord Jared.
jared: ok plugging in...
jared: plugged in
Lex: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Lex: http://upgrades.magicjack.com/upgrade/upgrade.exe
Lex: Please run this upgrade again
jared: ok downloading and running
jared: have lucky you image on screen
jared: now have warning you must plug magicjack into usb
jared: lex?
Lex: On your desktop, please click Windows logo then go to Computer and look for 2 magicjack drives there
jared: there are two drives, magicjack (k:) (with mj icon) and CD Drive (j:) (with CDrom Icon)
jared: lex?
Lex: Please right click the drive K then select Format then Start Format
jared: ok tried to format, got to vista uae prompt and selected continue but then nothing
Lex: The format did not completed?
jared: computer management-> disc management shows phone (k:) as 18mb healthy primary partition and (j:) as a 2gb cd healthy primary partition.
jared: I think format happened but it was so fast...
Lex: Okay
Lex: Please right click the other magicjack drive Jared
Lex: Then select Start Magicajck
jared: drives are still showing up empty in explorer
jared: dont have that option on the cd rom
jared: did I loose you lex?
Lex: No Jared.
jared: ok. glad you are with me
Lex: Not on the computer management Jared, on the Computer only.
jared: that option is not there. the right click on the cd drive shows just the usual cd rom options - no magicjack options
jared: ie: explore, open, share, eject...etc
Lex: Is that on the Computer window or on the Computer Management window?
jared: on the computer (explorer) window NOT Computer Management
Lex: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are not currently in a chat session.
You are now chatting with 'Wendel'
Your Issue ID for this chat is LTK419067941684X
jared: hi wendel
jared: I cant get my magicjack to work after reformatting and reinstalling my computer
Wendel: Hello , this is Wendel and I will be the one to assist you further with your concerns.
Wendel: Please hold while I will review your previous chat. Thank you!
jared: holding...
Wendel: Thank you for waiting, Jared.
Wendel: I apologize for the inconvenience that has caused. I'll be happy to assist you with that.
Wendel: Is the magicJack still plugged in right now?
jared: yes plugged in
Wendel: Do you see the magicjack icon on your desktop?
jared: no not on my desktop.
jared: there is drive k magicjack and a cddrive j in explorer (my computer)
jared: Wendel? Are you still with me?
Wendel: Yes
Wendel: Press the windows button in your keyboard ( between CTRL and ALT ) then press R. Type devmgmt.msc and press OK
jared: ok at the device manager
Wendel: At Device Manager window, click + to the left of Disk drives and look for YMAX MagicJack USB Device or Tigerjet Harddisk USB Device.
jared: yes as before with lex drives are there in disk drive, dvd/cd, and sound
Wendel: Right click on YMAX MagicJack USB Device or Tigerjet Harddisk USB Device and select Uninstall.
jared: under all three entries or just under diskdrives?
Wendel: Uninstall the YMAX MagicJack under Disk drives and DVD/CD drives.
jared: ok it is asking that I restart my computer to uninstall the diskdrive entry
Wendel: Okay, please unplug the magicjack then restart your computer
jared: ok if I restart my computer, how will I get back to you?
Wendel: You may comeback with us for confirmations regarding your specific concern and we will be open to serve you 24/7.
Wendel: To be convenient for you, please do ask for my name, Wendel or any available supervisors so that you will be forwarded to us immediately for that matter.
jared: ok we'll chat with you in a bit...
jared: bye.
Wendel: Bye .
Wendel: 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
---->Reboot Computer<----
Please wait for a site operator to respond.
You are now chatting with 'Brandon'
Your Issue ID for this chat is LTK419067952795X
Brandon: Hello, how may I help you?
jared: hi brandon, I would like to be reconnected with supervisor wendel reguarding ticket number LTK419067941684X
Brandon: I do apologize for the inconvenience.
Brandon: Please wait while I check that for you
Brandon: I do apologize for the inconvenience, Jared. It seems Wendel is busy taking other chats right now, please allow me to continue assisting you regarding with your issue. Please hold while I am reviewing your previous chats so that I can assist you better. Thank you
jared: Ok id really rather continue with someone Ive been working with who understands what has been done already so I dont have to start over again
Brandon: Don't worry Jared, I am reviewing your chats now.
Brandon: I do apologize for the inconvenience.
jared: Ok Ill trust you
Brandon: Thank you
Brandon: One moment please...
Brandon: May I know please if you see a magicJack icon there in your desktop?
jared: there are no magicjack icons on the desktop
Brandon: Okay, thank you
Brandon: May I know please if your magicJack is plug in now?
jared: the magicjack is still unplugged after removeing it with wendel
Brandon: Okay, please do plug in your magicJack now.
jared: plugging in...
Brandon: Okay, thank you
jared: i get installing device popups and cd drive (j:) magicjack and magicjack (k:) are in the explorer window
Brandon: Okay, thank you
Brandon: One moment please...
jared: auto play is also popped up
Brandon: Okay
Brandon: Please go to “Computer”. From the menu bar go to “Tools” and select “Folder Options”. In there click on the “View” tab and make sure the option “Show hidden files and folders” is checked then click “OK”.
jared: ok
Brandon: Take your time
jared: i still get the folder is empty when truing to look at either drive in explorer
Brandon: Okay, please do take your time
jared: clicking on "start magicjack" on the cd drive right click menu gets me an error: "application not found"
Brandon: One moment please...
Brandon: Now double click on your hard drive (usually called C:\). In there, double click on “Documents and Settings” and double click on the folder that has the user name you use when logging in to Windows.
jared: were in vista not xp there is users not documents and settings
Brandon: Okay, thank you
Brandon: One moment please...
jared: by the way im now at appdata -> roaming and can see the mjusbsp folder, if that is where you are going
Brandon: Yes please. thank you
Brandon: Now , double click on the folder called “mjusbsp”. In there double click on the folder called “ug00000” and then double click on the icon called “setup”.
jared: there is no icon labled setup
Brandon: Okay, I see
Brandon: May I know please if you still have the magicJack upgrade?
jared: as i said in chat before i have run that several times and get the warning you must plug magicjack into usb splash screen
Brandon: I see. thank you
Brandon: May I know please if you see the magicjack icon now in your desktop?
jared: nope, no icon...
Brandon: Okay
Brandon: One moment please...
Brandon: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Drew'
Your Issue ID for this chat is LTK419067952795X
Drew: Hi Jared, this is Drew. Please allow me to review your previous chat sessions. Thank you. One moment please.
jared: here we go again... can I talk to wendel? He was helping me before...
Drew: No, I am sorry but we can't transfer you from here.
jared: I just dont want to keep doing all the same circles over and over with who ever I happen to get in tech support. I have been online with you all for a couple of hours now
Drew: I understand that, that's why I need to check those previous chat sessions first
jared: by all means. Chat 1 with lex #LTK419067941684X
Drew: Yes, I see those transcripts.
Drew: One moment please...
jared: Chat 2 with wendel #LTK419067941684X
jared: drew are you still here, or did I loose you?
Drew: Yes, I am still here Jared
jared: thank you
Drew: Okay. Jared, may I know if you're currently logged in as the admin of this computer?
jared: yes admin account on windows vista ultimate 32bit
Drew: Okay. Unplug the magicjack for now
jared: unplugging...
Drew: Then click on the Windows Start button, type regedit on Start Search. Press enter
jared: ok it is unplugged
jared: ok run regedit as admin?
Drew: Yes
jared: ok
jared: running
Drew: Let me know when Registry window is up
jared: like i said it is running...^^
Drew: Now click on + sign next to HKEY_LOCAL MACHINE.
Drew: Click on + sign next to SYSTEM
Drew: Click on + sign next to CurrentControlSet
Drew: Click on + sign next to Enum
jared: ok there
Drew: Now find folder called USB. Right click on that and click on "Permissions". In permissions click on the
Drew: check mark called "Allow" to the right of "Full Control".
Drew: Click Ok.
jared: error unable to set permission changes on usb. access is denied
Drew: One moment please...
jared: Ok had to change owner permissions under advanced button. full controll->allow is now engaged
Drew: Oh Okay
Drew: Now click on + sign next to USB and then find the two folders called "Vid1307", right click on one at
Drew: a time and select delete.
jared: those entries are not there
Drew: Okay. We'll proceed
jared: ok
Drew: Now click on - Sign next to USB.
Drew: Right click on Folder called USBSTOR and allow permissions.
Drew: Now click on - Sign next to USB.
Drew: Right click on Folder called USBSTOR and allow permissions.
jared: ok done (once again had to change ownership in the advanced dialog)
Drew: Now click on + sign next to USBSTOR.
Drew: Find the folders called "CdRom&Ven_YMAX&Prod_MagicJack&Rev"
Drew: and "Disk&Ven_YMAX&Prod_MagicJack&Rev"
Drew: Right click on those one at a time and delete them
jared: i get errors on both of those telling me it cannot delete the key
Drew: I see.
Drew: One moment please...
Drew: Please the magicjack back in
jared: do I need to set permissions for those keys to full controll? right now they are both read only.
Drew: Yes
Drew: Please do
jared: magicjack is back in give me a moment to reset permissions on those keys and attempt to delete them
Drew: Okay
jared: Hmmm. Still no go on removing those keys
Drew: Okay. Plug the MJ back in, then I can give you the link for the recovery tool
jared: Magicjack is plugged in. Weve run the recovery tool before
jared: but lets try it again just for giggles
jared: and again it tells me no device found
Drew: CLICK HERE
Drew: You do have at least 1 MJ drive under My Computer right?
Drew: Or Computer
jared: there is CD Drive (J:) magicjack and magicjack (K:) in the explorer window
Drew: Okay. Run the recovery tool for now
jared: the recovery tool wont run! it says there is no device found!
Drew: Okay. Can you locate Disk Management window under Control Panel
Drew: We'll try to change the drive letter of that CD drive
jared: the removeable drive is listed as "no media" and the cd rom is listed as "unreadable"
Drew: I see.
jared: there is no way to change the drive letter as the only choices i have are properties and help
Drew: Go back to Device Manager , this time click on the + sign next to Universal SErial Bus controllers.
jared: sorry got interupted will do that now
jared: ok I am there
Drew: Can you see USB Mass and USB Composite drivers from there
jared: yes 1 usb mass storage device and 2 usb composite devices
Drew: Any yellow ! marks next to those drives
jared: nope no bangs at all
Drew: Okay. Can you please update those drivers
jared: ok updating...
Drew: Do not search automatically by the way.
jared: now you tell me
Drew: You need to right click the first entry, then choose "update driver"
Drew: then check the "No, not this time" radio button.
Drew: Then click next. Once there check the "Install from a list of specific location"
Drew: then click next.
jared: my only choices are "search automatically for updated driver software" and "browse my computer for driver software"
Drew: Click Browse My Computer
Drew: Then click on "Let Me Pick From A list Of Device Drivers On My Computer".
Drew: Please click "Next" button.
jared: ok if i choose "browse my computer" I get to the select driver area...
jared: it sayi it is installing... let me do the others...
Drew: Yes, click "Let me Pick"
Drew: Okay
jared: installing #2 one to go
Drew: OKay
jared: oh, on number 2 usb composite device "windows encountered a problem while installing the driver for your device" "the device cannot start (code 10)"
Drew: I see.
Drew: One moment please...
jared: now there is a bang on the secondusb composite device and the Mass storage device is gone
Drew: Okay. I need you to uninstall the one with the yellow mark Jared
Drew: Those were not installed properly
jared: ok it is now uninstalled
jared: there is one usb composite device left (the one that reinstalled its driver ok)
jared: that one is probably my keyboard
Drew: OKay. Now unplug the magicjack, then reboot your computer for the changes to take effect. Then plug the magicjack back in when your computer is back up and running.
jared: ok. rebooting again means Ill loose this chat session again. will I have to start all over again wit magicjack tech support when I reconnect? And go through these steps all over?
Drew: Yes, the transcript of your chats will be saved here as well, so that you won't have to explain or go through all of these again. If it doesnt work, please do chat back and ask for a higher level support right away.
jared: ok thanks drew...bye
Drew: You're welcome Jared, thanks for stopping bye. glad I could be of service
---->reboot computer second time<----
Please wait for a site operator to respond.
You are now chatting with 'Sheri'
Your Issue ID for this chat is LTK419067965796X
Sheri: Hello, how may I help you?
jared: Hi Sherri you are the fifth person ive chatted with today to get my magicjack working again. we have been online for nearly three hours now with lex, wendel, brandon, and drew. the ticket numbers have been LTK419067941684X and LTK419067952795X. I have run update and mjrecover utilities, installed and uninstalled and reinstalled drivers, edited and deleted registry keys, plugged in and unplugged the nagicjack countless times and rebooted the computer more than once with the help ive gotten from tech support today. no offence to yoy, but would you please transfer me to an upper echelon tech support supervisor so we can get this resolved?
Sheri: Please wait while I check that for you
jared: thank you
Sheri: Would you like me to review your previous chats to assist you, or you rather choose be forwarded to a higher level tech?
jared: I think at this point we had better let the highest level techs take this one. No offence Sherri I know you are doing your job but so has everyone else. Lets just find the most qualified person to fix this. Ok?
Sheri: Okay
Sheri: I understand.
Sheri: One moment please...
Sheri: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
jared: thank you
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Prince'
Your Issue ID for this chat is LTK419067965796X
Prince: Hi i'm Prince, I will be assisting you
Prince: Please hold while I read your previous chats..Thank you
jared: Hi Prince you are the Sixth person ive chatted with today to get my magicjack working again. we have been online for nearly three hours now with lex, wendel, brandon, and drew. the ticket numbers have been LTK419067941684X and LTK419067952795X. I have run update and mjrecover utilities, installed and uninstalled and reinstalled drivers, edited and deleted registry keys, plugged in and unplugged the nagicjack countless times and rebooted the computer more than once with the help ive gotten from tech support today.
jared: Hopefully you can get the bugs worked out.
Prince: is it plugged in now?
jared: yes it is pluged in now
Prince: please click here and save it
jared: ok saved
jared: do you want me to run it?
jared: Prince?
Prince: yes please
Prince: sorry for the delay jared
jared: it tells me that "the computer already matches this fix-it" and then says that "this microsoft fix-it failed to process"
Prince: Please go to "computer" and check if there are 2 Magicack drives, one is Magicajck cd rom drive and the other one is Magicjack phone drive or removable disk
jared: yes they are both there, without the proper icons, and they still both show up as empty when I right click->explore
Prince: we'll try again, right click phone then click format then click start format
jared: It is as if the initial device bios is there but the software that is supposed to run on them is not.
jared: again nothing happens when I click format.
jared: in computer management->disk management, the magic jack removable drive says there is no media and the cdrom drive is unreadable
jared: waiting......
Prince: One moment please...
Prince: Please leave your magicjack unplugged\
jared: ok unpluging it...
jared: ok it is umpluged
jared: perhaps the magicjack is dead? If we hurry I can still make it to the post office and exchange it for a replacement. If you will give me an rma..
Prince: Click windows start button, in start search type in appdata then press enter
Prince: Replacement is an exchange of orders, We will send a new one and you are going to send back the old one. When the transaction has finished processing there will be a $39.95 hold on your account to ensure the transaction will go through but once we receive the old one the hold $39.95 will be released. Would that be ok with you?
jared: at appdata->roaming->mjusbsp folder
jared: I dont know why I would have to pay to have a defective unit replaced. that sounds shady to me.
Prince: im sorry sir that's how it works. please delete mjusbsp
jared: mjusbsp is deleted. Ill think about paying for another jack.
Prince: Ok, If you are using a credit card no money will be taken from your account. click windows start button, in start search type in Regedit then press enter
jared: ok in regedit
Prince: 1. In the navigation pane, locate and then click the following registry subkey:
Prince: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}
jared: what were the numbers again after class\ it got cut off
jared: sorry didnt scroll down all the way
jared: ok found it
Prince: In the right pane, click UpperFilters.
jared: there is no upper filters
Prince: did you click on {4D36E965-E325-11CE-BFC1-08002BE10318}?
jared: yes. the only dwords are default, class, classdesc, enumproppages...,iconpath,installer32,noinstallclass, and silentinstall
Prince: One moment please...
Prince: Please exit regedit
jared: out of regedit
Prince: Plug your magicback back into the back panel of your computer
jared: plugged back in now
Prince: On your desktop right click "Computer" then click Manage
jared: ok at computer management
Prince: Click disk management
jared: loading
jared: ok were there
Prince: right click phone drive then click "Change Drive Letters and Paths". In there select "Change" and then use the scrolldown menu to select "Y". Click ok, you will get a pop up asking you to confirm, press yes.
jared: there is no "Phone" drive...only Removable 18mb and CDrom 10MB unreadable
Prince: right click Removable 18mb then click "Change Drive Letters and Paths". In there select "Change" and then use the scrolldown menu to select "Y". Click ok, you will get a pop up asking you to confirm, press yes.
jared: I believe the removeable is the phone drive...changed the letter to y
jared: I get an error that says the parameter is incorrect. the drive letter is still at I
Prince: try changing it to X
jared: same thing -- parameter is incorrect drive letter will not change
Prince: are you logged in as admin?
jared: yes i am admin
Prince: please try to reformat it in disk management
jared: error -- an unexpected error has occured. check the system event log for more information on the error. close the disk management console and restert disk management or restart the computer
jared: restarting disk management
jared: still cant reformat the drive
jared: same error
Prince: do you mind if we will try to reinitialize it using system restore?
jared: this is a freshly formatted system. there is no system restore point.
Prince: Please go back to device manager then click +disk drives
jared: ok ymax magicjack usb device is there
Prince: right click on it then click uninstall
jared: ok it is gone
Prince: Click +dvd/cd rom drive, right click Ymax or Tigerjet then click Uninstall
jared: ok gone
jared: should I uninstall the usb internet phone by tigerjet under sound
Prince: yes please
jared: ok gone. how about the usb devices under the usb heading'
Prince: uninstall all that says tigerjet
jared: none say tiger jet but we had figured out that one of the usb composit devices and the usb mass storage device were associated with the magicjack
Prince: now please unplug your MJ and plug it back into different usb port
jared: ok unpluged pluged into different port
Prince: now please try to reformat phone drive in "computer" or Disk management
jared: no format in windows explorer (computer) and same error in disk management
Prince: Please try to restart your computer again for that last time this is our last resort and we have tried all solutions. If it doesn't work please get back to livechat and ask for me. Don't worry there's always a good ending.
jared: Ok Prince. i will restart again. Question if I just went to best buy and bought a new mj can my current phone number and five years of prepaid service be transfered to it?
jared: I need the phone for business
Prince: Yes sir, i can transfer your old magicjack phone number and extra years to your new MJ
jared: ok. may do that instead, since charging my credit card does tie up the 40.00 dollars anyway. In the meantime Ill go over the chat transcripts and see if there is anything I missed that may trigger an ahha moment.
Prince: you won't be charged if you are using a credit card, if you are using a debit card you will be charged temporarily and will be refunded once we receive the old MJ.
jared: yea that is what we have. I will try some more and may call you back. Im tired have been working on this problem for almost five hours now. I need a break before I toss the whole thing under a bus...
jared: thanks for now prince. bye
Prince: Ok please take your time, sorry for all the trouble...
Prince: You're welcome
Prince: Have a good day sir.
Prince: 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!
---->reboot again a third time<----
