New User - after 5 min. I can't hear them, but they can me

[budgetwise]

I'm a new user, only been up and running about a week. Running mj on a dell netbook, Windows 7, wireless, but laptop is right next to modem. I have separate powered USB hub that magic jack and wireless mouse are plugged into. Not using the usb extension cord that came with mj. Using a dsl filter between phone and mj. Older phone, not wireless.

Last night and again this morning, noticed after 5 min. of a call, that I can no longer hear the person on the other end. They can hear me, I just tell them I'll call them right back. But after 5 min. again, I can't hear them. Any ideas whats wrong?

Suggestions for new instal - things to set on Windows 7 to improve call quality?

[bitstopjoe]

I'm a new user, only been up and running about a week. Running mj on a dell netbook, Windows 7, wireless, but laptop is right next to modem. I have separate powered USB hub that magic jack and wireless mouse are plugged into. Not using the usb extension cord that came with mj. Using a dsl filter between phone and mj. Older phone, not wireless.

Last night and again this morning, noticed after 5 min. of a call, that I can no longer hear the person on the other end. They can hear me, I just tell them I'll call them right back. But after 5 min. again, I can't hear them. Any ideas whats wrong?

Suggestions for new instal - things to set on Windows 7 to improve call quality?

Why would you use a DSL filter between MJ and the phone??? Totally NOT nesessary...

[budgetwise]

OK have removed the DSL filter. Problems still remains, seems to be with outgoing calls.

[bitstopjoe]

OK have removed the DSL filter. Problems still remains, seems to be with outgoing calls.

Have you checked your USB ROOT HUB power saving settings in device manager? If they are set to powersave that could cause your problem. There are more than one USB ROOT HUBS listed, you need to check them all.
Also if that doe not help there are 2 or 3 posts in the tech section describing the same problem, well close to it anyway. Might be worth a look.
One other thing.. Any chance you are using a 2.4mhz cordless phone? If so it could be interfering with your wireless router as it uses the same freq. You need to change the channel of the router or the phone. Or get a different NON 2.4mhz cordless phone.

[budgetwise]

Joe, thanks for the help.
*firstly, I am a beginner computer user, so you will need to go slowly...
* I am not using a cordless phone
* I went to the plug in USB hub as thought power to my regular USB ports might not be enough being a netbook. I do not know where to look for the power usage you suggested. Can you explain that in a little more depth. Windows 7
* sorry for my lack of knowlege re computers...
thanks for the help!

[bitstopjoe]

Joe, thanks for the help.
*firstly, I am a beginner computer user, so you will need to go slowly...
* I am not using a cordless phone
* I went to the plug in USB hub as thought power to my regular USB ports might not be enough being a netbook. I do not know where to look for the power usage you suggested. Can you explain that in a little more depth. Windows 7
* sorry for my lack of knowlege re computers...
thanks for the help!

Right click on the My Computer ico on your desktop ( or whatever Win 7 calls it as I am using XP), then click on properties, then the hardware tab, then click on device manager.
Scroll down to the USB section, click on the + sign and then look in all of the USB ROOT HUB sections as I mentioned above.

I did type this slowly for you I AM KIDDING...

[budgetwise]

OK, using google I was able to find a post that helped me find the USB root hubs in device manager. I turned off the check mark for "allowing the computer to turn off the USB hub to save power", there were 5 entries for USB root hub.

Is this all that you were saying that I needed to do?

Will have to see if that has solved the problem.

[budgetwise]

I'm glad you typed slow I'm a parent, just trying to keep up with my university kids....

[bitstopjoe]

OK, using google I was able to find a post that helped me find the USB root hubs in device manager. I turned off the check mark for "allowing the computer to turn off the USB hub to save power", there were 5 entries for USB root hub.

Is this all that you were saying that I needed to do?

Will have to see if that has solved the problem.

Trust me you using Google to look up what I said to try is more than a lot of others would do!! and yep that is exactly what I was talking about.
I decided to back to typing normal again Glad you got the joke as I wasn't insulting you.. Many don't get my dumb sense of humor..

Let me know if it helps..

[budgetwise]

Just tested and again, just after the 5 min. mark, I can no longer hear them, but they can still hear me.

[bitstopjoe]

Just tested and again, just after the 5 min. mark, I can no longer hear them, but they can still hear me.

Have you tried your MJ on another PC?
Tried a POWERED USB hub?

[nailgunner]

Why would you use a DSL filter between MJ and the phone??? Totally NOT nesessary...

I saw on one forum, DSL reports, I think, where someone was advocating using a DSL filter to remedy the MJ caller ID issue. I never tried it since the 100K ohm solution was cheaper and worked for me. So maybe not her, but others may have slapped one on for that reason.

[bitstopjoe]

Why would you use a DSL filter between MJ and the phone??? Totally NOT nesessary...

I saw on one forum, DSL reports, I think, where someone was advocating using a DSL filter to remedy the MJ caller ID issue. I never tried it since the 100K ohm solution was cheaper and worked for me. So maybe not her, but others may have slapped one on for that reason.

Yeah I remember that but since that wasnt the problem they were describing I could not understand why the DSL filter. I guess people with DSL automatically assume a phone needs it. Easy mistake to make.

[budgetwise]

I added the DSL filter before after reading about it on another post as you said. But have now removed it. Not really sure what it does anyways, but before we always had to have it on a phone for our high speed internet.

Yes, I am using a powered USB hub - bought it separately and have been using it since day 1, as had interference with the wireless mouse before.

Don't have another computer to try it out on, so have to make do with this one


Have rebooted the modem and also magic jack. MJ is running 2.0.4 version if that helps at all. Have not tried another call since rebooting, but will post when I do.

[nailgunner]

Yeah I remember that but since that wasnt the problem they were describing I could not understand why the DSL filter. I guess people with DSL automatically assume a phone needs it. Easy mistake to make.

Makes you wonder how many people tried that fix, and left the filter on even if it didn't solve the ID issue. Way above my knowledge base, but could a DSL filter interfere with the proper functioning of a MJ?

[budgetwise]

OK Just did a test call and it cuts out at exactly 5 minutes...so whats running and cuts in at the 5 min. mark??? so that I lose the ability to hear them.

Outgoing calls

Ran ATF Cleaner and Disk cleanup, thought maybe that might help. Nope...... suggestions??

[bitstopjoe]

OK Just did a test call and it cuts out at exactly 5 minutes...so whats running and cuts in at the 5 min. mark??? so that I lose the ability to hear them.

Outgoing calls

Ran ATF Cleaner and Disk cleanup, thought maybe that might help. Nope...... suggestions??

A few times I have read it is USUALLY a router issue when it drops after a few min. Go to the MFG of your router and see what the latest firmware is, if it is newer, d/l and install it. I have read a few Linksys routers can have this problem.
May want to do a search here on TOMATO as that can be flashed to your router ( if it is supported) as well.

[budgetwise]

If I hook up the laptop via ethernet will that bypass the router - we have a 2wire.com, modem/wireless router combination. Can't find firmware update, so maybe if I go ethernet. It's making my laptop more like a desktop, but willing if it means calls working properly.

thoughts?

weird that it worked fine for 5-6 days....

[bitstopjoe]

If I hook up the laptop via ethernet will that bypass the router - we have a 2wire.com, modem/wireless router combination. Can't find firmware update, so maybe if I go ethernet. It's making my laptop more like a desktop, but willing if it means calls working properly.

thoughts?

weird that it worked fine for 5-6 days....

No if you have a combo router you cant bypass it as then you have no DSL modem and you kinda need that
MAYBE your DSL provider did some sort of update to your combo ( they sneak them through at times) Possible the combo went bad, but unlikely. What is your firewall status on your router? If you have a software firewall you can kinda forgo the one on your router. I have mine set to off. Maybe give your ISP a call and see if they did any updates to your router in the past few days.
Did you install ANYTHING or update ANYTHING prior to it going nuts?? Think hard...
Maybe try a system restore to 7 days ago?
Just thinking outloud here...

[budgetwise]

OK hubby brought home his work laptop home on weekend, we tried the mj on it and it worked fine - at least it loaded up, contacts appeared, but we didn't actually try making a call. Unplugged it and then set it back up on netbook. We found the problem that night (last night) when we tried to make calls.. His laptop runs XP and my netbook is windows 7-trial version. It seems after that trial the mj has been wacky....

[bitstopjoe]

OK hubby brought home his work laptop home on weekend, we tried the mj on it and it worked fine - at least it loaded up, contacts appeared, but we didn't actually try making a call. Unplugged it and then set it back up on netbook. We found the problem that night (last night) when we tried to make calls.. His laptop runs XP and my netbook is windows 7-trial version. It seems after that trial the mj has been wacky....

Well IF the trial version messes with your abilty to actually use Win 7 there yes for sure... Are you sure you dont mean Win 7 starter edition??
I know if one does not register Win XP after 30 days ( I think) it works like a one legged high jumper...
Try it again on his machine and make a call so you know for sure it is not your MJ or DSL combo router/modem....

[budgetwise]

yup, windows 7 starter edition...will run on work laptop and let you know what happens shortly...

[bitstopjoe]

yup, windows 7 starter edition...will run on work laptop and let you know what happens shortly...

I have a feeling it will work...

[budgetwise]

yup it worked on his...over 6 min. and was still OK....
so now what?

[bitstopjoe]

yup it worked on his...over 6 min. and was still OK....
so now what?

Obviously something on your PC since we know it is not the MJ, router or modem..

All I can suggest is to update your starter edition to something else ( Home, Home Premium, etc...), maybe try a system restore to prior when your problem started. OR you can do a recovery ( using the recovery cd's or recovery partition). Of cours ethat means anything you have added to it after taking it out of the box will be gone unless you have it backed up....
One other thought have you run the Win 7 specfic update from the MJ web page??

[budgetwise]

Did a test call on the netbook, once we started mj up again, after being on the work laptop, and amazingly enough it didn't kick out, call was still going after 6 min.

Maybe its fixed?? Working on this last call anyways.
Can you explain why?
or is it "Magic".....

[budgetwise]

As it is a netbook, it can only take win7 started edition, no capacity for anything bigger.

no dvd/cd drives, its just a netbook...

Wasn't aware of win7updates ... how often do I need to do updates, or are they automatic at start up? remember I'm a newbie..

[bitstopjoe]

Did a test call on the netbook, once we started mj up again, after being on the work laptop, and amazingly enough it didn't kick out, call was still going after 6 min.

Maybe its fixed?? Working on this last call anyways.
Can you explain why?
or is it "Magic".....

YEP FM, Freaking Magic

Makes no sense why it worked other than maybe the MJ dongle needed to be reseated..
or......Oxyidation. mice or roach droppings, blood, sweat, tears.. I could go on but I will stop now
Gald to hear it is working again for you....

[budgetwise]

Thanks for your patience. I did manage to do a "Lucky You" update...so hopefully that doesn't cause problems tomorrow....

Had enough mj for one day. Hopefully this isn't a sign of whats to come. We have dropped our landline to use mj instead....
Have a good evening! (of course we have cell for backup....)

[bitstopjoe]

Thanks for your patience. I did manage to do a "Lucky You" update...so hopefully that doesn't cause problems tomorrow....

Had enough mj for one day. Hopefully this isn't a sign of whats to come. We have dropped our landline to use mj instead....
Have a good evening! (of course we have cell for backup....)

I have dry loop, or naked DSL here and no landline either for over 2 years now.. Luckly mine still allows me to receive calls, just not make them.
Did you do the lucky you before or after it started working?? IF AFTER, tsk tsk....

You are very welcome, glad to have helped...

[budgetwise]

never should have done that update - unlucky me.....
Joe mentioned about doing an update in earlier post and I thought it was the right thing to do..but i guess not. Glad I didn't do the Win7 update as it shows only for computers running Win7 and if we want to run mj later on the window xp computer I don't think it would have worked. Didn't know that updates could cause problems....newbie - live and learn...

back to same problem again...outgoing call, they can't hear me after the 5 min. mark. Have to hang up and call them again.... problem happens on netbook and now hubby's work xp computer as well...

Bought an ethernet cable today and have hooked it up, so no longer wireless..no difference to calls.

[bitstopjoe]

never should have done that update - unlucky me.....
Joe mentioned about doing an update in earlier post and I thought it was the right thing to do..but i guess not. Glad I didn't do the Win7 update as it shows only for computers running Win7 and if we want to run mj later on the window xp computer I don't think it would have worked. Didn't know that updates could cause problems....newbie - live and learn...

back to same problem again...outgoing call, they can't hear me after the 5 min. mark. Have to hang up and call them again.... problem happens on netbook and now hubby's work xp computer as well...

Bought an ethernet cable today and have hooked it up, so no longer wireless..no difference to calls.

Yep after you had it working should not have done an update. But hey that is how we learn..

BUT just because you do the Win 7 update does not mean MJ will not work on the XP machine. The update only affects the software on the PC NOT the MJ dongle itself.. So give it a try and see what happens...

Let me know

[budgetwise]

tried to run Windows 7 update:
*downloaded update from MJ website to desktop
*run program
*get message " the update is unable to acquire access to the magic jack. Please insert your magic jack and rerun the update"

OK I had the mj running on a powered USB hub, so removed it from that and put it into the netbook usb port. Restarted MJ and reran the W7 update and still got the same message - unable to find the magic jack"

??

[budgetwise]

http://www.magicjack.com/8/customerCare_windows7.asp
site where I got the update from...

[bitstopjoe]

tried to run Windows 7 update:
*downloaded update from MJ website to desktop
*run program
*get message " the update is unable to acquire access to the magic jack. Please insert your magic jack and rerun the update"

OK I had the mj running on a powered USB hub, so removed it from that and put it into the netbook usb port. Restarted MJ and reran the W7 update and still got the same message - unable to find the magic jack"

??

Odd.. Ok take one additional step, get the MJ removal tool from their site, run it and then reboot..
MJ should then update on it's own. Try it and see if it it still cuts out after 5 min, if yes, then try to run the Win 7 update again. If no... Don't breathe, don't eat and don't blink

[budgetwise]

Did exactly what you said, uninstalled, rebooted, reinstalled and ran a test call - guess what 6 min. call and it still worked!!!

Happy, Happy, Happy.....fingers crossed it stays this way. No Win7 update..not doing anything else...leaving it alone!!!

Thanks

[bitstopjoe]

Did exactly what you said, uninstalled, rebooted, reinstalled and ran a test call - guess what 6 min. call and it still worked!!!

Happy, Happy, Happy.....fingers crossed it stays this way. No Win7 update..not doing anything else...leaving it alone!!!

Thanks

Yes you should leave it SO alone by not using it for a year or two

Good job!! Glad all is well in mudville again.

[budgetwise]

OK, Just so others who may be having a similar problem, everything was fine...then i moved the mj back onto the USB powered hub...guess what - outgoing calls again stopped hearing me after 5 min.

Soooooooo it was the powered USB hub all along that was causing the problem. I guess not compatible with mj. So i have gone back to using the USB port on the netbook and now that I have changed the power settings (thanks to Joe) alll is working fine.

Also call quality is definitely improved by ethernet cable. So took the powered USB hub back to the store and save $34.00....

Thanks again for all the help. Just thought someone might be interested in findings.

[bitstopjoe]

OK, Just so others who may be having a similar problem, everything was fine...then i moved the mj back onto the USB powered hub...guess what - outgoing calls again stopped hearing me after 5 min.

Soooooooo it was the powered USB hub all along that was causing the problem. I guess not compatible with mj. So i have gone back to using the USB port on the netbook and now that I have changed the power settings (thanks to Joe) alll is working fine.

Also call quality is definitely improved by ethernet cable. So took the powered USB hub back to the store and save $34.00....

Thanks again for all the help. Just thought someone might be interested in findings.

This is the powered hub I use and many others here use as well, plus MJ even recommends as well. http://www.windmilltrading.com/USBProds ... 4U2ABK.htm
If you look on Ebay I have seen it for 1/2 of what Windmill is selling it for, but sometimes you pay a little more and get better service.

[Tim Me]

Don't worry, it is not your setup or your fault.

I was talking to my brother and he happened to be speaking. At the 5 minute mark exactly of the phone call, I stopped being able to hear him.
Now is this server problems or is this a problem with the updated software?
He was still able to hear me and when i called back, I could talk to him.
There seems to be some test code or something that someone forgot to take out. Hello? Developers? Sound familiar?

[johnvan]

I started havigng this problem also. I didn't bother troubleshooting because I figure my setup always worked great.
It's always a magicjack problem, everything's great for a while and then problems begin.
For me the frequent busy signals caused me to stop using magicjack for incoming calls. Just long distance.
Now this problem started and that was enough, put my thinclient on ebay and I'm done with it.

[Insteadof]

I’m not sure the root cause has been found for the 5 minute cut out. My phone, a Bell 390 was installed on a MJ back in March of this year. Worked 100%. They sent me an update and then the 5 minute cut out started. Tried on 3 different systems with 3 different images of XP. Same thing. Nothing changed with the ISP or router. I talked to “chat” last night and the person had me try another phone. Stepped methodically through getting the update from their site. It was as if she knew something. Had me pull the MJ out of the USB for 5 minutes before starting the install. The new phone works. It is a Panasonic cordless. When I asked why the other phone would stop hearing the other party at exactly 5 minutes she couldn’t provide an answer. Ran with the Panasonic all day today. Plugged the Bell phone in and ran the update and bang, 5 minutes exactly it failed. Move back to the Panasonic without running the update and it fails at 5 minutes. Removed the MJ for 5 minutes. Plugged in and it got the new image without the Panasonic plugged in. Plugged the phone in and ran the update again (link below) and it is 100% working again.

I know it is weird, but it works.

http://upgrades.magicjack.com/upgrade/upgrade.exe

[Insteadof]

Oh, I pointed the help desk person to this topic. The "update" has a flaw and MJ need to admit it. Does anyone know if MJ reads these posts?

[Insteadof]

A fresh start each time something changes is the key. Removed the MJ and went for a pint. Came back and ran the mjRemover program. Plugged the MJ into the USB slot without the phone attached. After it initialized ran the upgrade again. Plugged the “old” phone in. Ran the upgrade again. All is working fine.

[Kenny2469]

Same thing happened to me. MJ working fine for several months, then all of a sudden the 5minute disconnect... I was plugged into a powered hub. I ran the update from a few posts earlier, and plugged right into the computer USB and successfully talking for over an hour...

[ALfer]

Just started having the 5 min limit problem here in Orilllia Ont. (705 Area Code, I have a Buffalo NY number) it has worked flawless for two years, until the last few days. So if I read the previous post right, I should unplug the mj, plug it back in after a few min's, do the update from the posted site, and all should be OK ??
Thanks for any help ,,,
Getting frustrated !

[Insteadof]

Remove the MJ. Run the "remove" script from the MJ site. Wait 5 minutes. Plug it in with the phone unattached. It will boot up. Plug the phone in and run the "update" application.

I wonder why MJ will not admit there is a problem with the update and some of the units?

Hey have you tried a Canadian 8xx number since the update. There is a note open on that one too.

[ALfer]

k thnxs will give that a try, no have not tried a Cdn 8XX number but will c what happens,,,thanks again ,,

[zantrax]

Please wait for a site operator to respond.
You are now chatting with 'Mj Agent'
Your Issue ID for this chat is ################
Mj Agent: Hello, how may I help you?
MJ User: Could I please be transferred to 'Mj Agent' chat froze
Mj Agent: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Mj Agent'
Your Issue ID for this chat is ################
Mj Agent: Hi, MJ User.
Mj Agent: Please wait while I check that for you
Mj Agent: MJ User Mj Agent is currently unavailable.
Mj Agent: May I help you instead?
MJ User: ya sure, my last chat stopped letting me hit send after i was sent the upgrade link
MJ User: anyways when I first got MJ I had a 120 minute limit of call time. After a while it shrunk down to 90 minutes; I wasn't complaining, it wasn't that big of an issue. All was well until about three days ago, when my phone started cutting out at five minutes. It's always exactly five minutes (per the MJ call time), and only with outgoing calls. Incoming is fine. Outgoing is limited to 5 minutes. EXACTLY 5:00 minutes! But the call is not cut off completely, just the incoming audio. The outgoing is still active. Not sure for how long because I soon hang up and call again. I am using a wired internet conenction, and a wired phone.
Mj Agent: OKay, did you run the link?
MJ User: ya ran it the only number this seems to be happening on is ### ### ####
Mj Agent: Is that your MJ phone number>
Mj Agent: ?
MJ User: no, my mj # is ### ### ####
MJ User: that number is the number i call and get connection problems
MJ User: so far for this issue ive opened ports disabled my av directly pluged in changed usb ports opened trusted connections and changed cookie settings
MJ User: just incoming audio goes mute after exactly 5 min and only between my mj ### ### #### and the ### ### #### number
MJ User: on various forums this problem appears to be common
Mj Agent: Any other online protection?
MJ User: nope, ive preety much taken all the condoms off my computer and banged the internet dry to try to resolve this and still it persists
Mj Agent: Are you using a router?
MJ User: yup, and ive already tried direct connecting, but my ports are already forwarded 5060 and 5070 and ive
Mj Agent: May I know your router brand and model please?
MJ User: dlink
Mj Agent: May I also know your modem brand and model please?
MJ User: gnet
Mj Agent: Please wait while I check that for you
Mj Agent: MJ User have you tried bypassing your router for the meantime and made a test call?
MJ User: yup done that
Mj Agent: Good, please bypass your router again so we can access the modem and check if it has a built in router, okay?
MJ User: ive pretty much done everything conceivable its probably an issue related to the mj automatic cut off of 2 hours on any phone call
Mj Agent: I see.
Mj Agent: MJ User I need to check thoroughly on this and can you chat us back later so we can update you regarding this matter?
MJ User: sure
Mj Agent: Thank you for your patience MJ User.

[Insteadof]

Sounds like it is a known problem?

Please wait for a site operator to respond.

You are now chatting with xxxxxx

Your Issue ID for this chat is xxxxxxxxxxx

MJ: Hello, how may I help you?

Me: hello I had xxxxxxxxx open last week. I need to de-install and re-install my MJ frequently. Is MJ aware of a 5 minute cut out issue??

MJ: Please wait while I check that for you

ME: I really need to know if it is something they are working on or not. Other users are seeing the same thing and it is very embarassing as I have recommended the product.

MJ: I appreciate your patience.

MJ: Is your problem about dropping your calls every 5 minutes?

ME: If I completely de-install and re-install it works for 4, or 5 or 6 hours then on the next call at EXACTLY 5 minutes I can't hear the other party but they can hear me. If they are working on it fine.... I'll have to wait.

ME: yes to your question exactly 5 minutes

MJ: Yes xxxxx we are working on it as of the moment.
MJ: It must be frustrating and for that please accept my sincere and unreserved apology for the inconvenience this may have caused you.

MJ: And I advise you to please move your telephone feet away from electronic devices to avoid interruptions on your calls.

ME: OK this is good to know. Tell your people to put something on the Web site to let the frustrated users know there is hope. If they want to talk to a user that has the problem they can contact me.

MJ: Thank you for being patient XXX, we do appreciate it.

MJ: And I advise you to please move your telephone feet away from electronic devices to avoid interruptions on your calls.

ME: let me make sure I understand

ME: Is this one of the recommedations from support. I have the phone 2 feet but can move it further.

MJ: Yes please move it 3-4 feet away.

Well I try it, but the phone worked 100% where it is from March till the update. I gave MJ the link to this topic.