MJ+ repeatedly drops inbound calls at 3:54

mmagic · Post by **mmagic** » Mon Jan 02, 2012 8:50 pm

Recently purchased a MagicJack Plus and ported my home number to it (San Diego 619). I am using it like a traditional MJ, connected to my computer.

Received two long-distance calls today. Both dropped repeatedly. At least four of the calls dropped after 3 minutes 54 seconds. Looking back in my history, I see several other calls dropping at 3:54 - 3:56.

I have had better luck (fewer drops) when I make the call, though I get some clicking and the other person can't hear anything for a few seconds every 10-15 minutes.

Why is MJ dropping inbound calls and how do I fix it?

Thanks,
Mark

bitstopjoe · Post by **bitstopjoe** » Tue Jan 03, 2012 5:23 am

I would check the firmware on your router ( especially if it is a Linksys) on the Mfg web page and make sure you have the latest version. If not, D/L and install it.

mmagic · Post by **mmagic** » Tue Jan 03, 2012 12:10 pm

Thanks for your reply. I'm running a pretty recent version of Tomato with QOS (on a Linksys E2000). I don't quite see how it could be the router if I can make mostly trouble-free outbound calls, but inbound calls drop.

Mark

bitstopjoe · Post by **bitstopjoe** » Tue Jan 03, 2012 2:31 pm

Just telling you what I have seen on here which fixes dropped calls and with MJ?? ANYTHING is possible

That being said, I think you should be fine with Tomato on your Linksys. Had I known that at first I would not have suggested you looking for an updated firmware. For some reason Linksys seems to be the leader in dropping calls with the MJ.
I would try to see if you could borrow another router and see what happens ( either with the orig firmware or flashing it to Tomato)

mmagic · Post by **mmagic** » Tue Jan 03, 2012 7:23 pm

bitstopjoe wrote:ANYTHING is possible

Ain't that the truth.

I did try turning off Tomato QoS in case the Linksys wasn't keeping up. Calls still dropped.

Got on an extended chat with MagicJack support. Duplicated problem repeatedly (after they reset account on their end, and I upgraded, accepted all cookies, and added three sites to Trusted Sites).

Finally, while being transferred to a "top 10%" agent, I thought to try it NOT plugged in to the computer, just plugged directly into my LAN. No drop!

Around now the agent came on and asked me to describe my problem and tell him my phone number. Oh come on, read the chat! I gave him the info and he asked me to wait.

While waiting, I tried the MJ+ plugged directly into the USB port of the computer instead of through a 3-foot USB extension cord. Again, no drop!

Okay so it's the cable? Tried with 8" mini-extension cord that came with MJ+. No drop.

Tried a different extension cable, this one about 4 feet. No drop.

Maybe 15 minutes have gone by with no word from the agent. I asked the agent if he was still there. He started asking me if the MJ was attached to the computer etc. I told him I think I found the solution. He asked me if the MJ is working perfectly now? Well that's a stretch but... I asked if he had done anything or if it was just the cable:

No worries for that, I've refreshed your account here in our end as well so that it will not occur anymore, okay?

Huh. Not sure what "refreshed" means, and how that is different from what the Tier 1 agent did.

Anyway tried the old 3-foot cable and now it works fine, calls are not dropping.

Frustrating to not know what fixed it but seems okay for now.

Mark

bitstopjoe · Post by **bitstopjoe** » Tue Jan 03, 2012 7:35 pm

Good job!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

mmagic · Post by **mmagic** » Sat Jan 07, 2012 7:55 pm

Sigh, not fixed. I'm back to MJ+ dropping inbound calls at 3:54, even when plugged in to the laptop's USB port directly (no extension cord).

When NOT plugged in to the computer, just directly into power and the router, calls do not drop.

I need this to work on the computer (like my old MJ always did) so I can use my computer headset.

Trying to psych myself up for another hour-long chat session... Hmm, maybe I could swap my number over to my old MJ and just put this MJ+ in a drawer?

Mark

bitstopjoe · Post by **bitstopjoe** » Sat Jan 07, 2012 8:12 pm

Dumb question.
IF your orig MJ worked just fine as you said, and you want to have your PC on to use it, why in the world did you buy the Plus?? Especially since it costs more to renew it every year?
Unless, of course, I am misundertsanding your post.

Did you check in the USB section of Device manager that none of the USB Root Hub power saving settings are enabled? There are more than one Root Hubs there and you need to check them all.

MAYBE some leftover software from your Orig MJ is causing problems? Cant hurt to run the remover program from the MJ web page and start fresh with the Plus software on your PC..

mmagic · Post by **mmagic** » Sat Jan 07, 2012 10:25 pm

Joe,

Thanks for your reply.

bitstopjoe wrote:Dumb question.
IF your orig MJ worked just fine as you said, and you want to have your PC on to use it, why in the world did you buy the Plus?? Especially since it costs more to renew it every year?
Unless, of course, I am misundertsanding your post.

The original has a Colorado number where my parents live. I need to keep that number. (I just permanently forward it to my home number.)

The new MJ+ replaces my home landline here in San Diego. I got the MJ+ for flexibility, in case I want to use it unplugged someday. Also got it on special for $35.

bitstopjoe wrote:Did you check in the USB section of Device manager that none of the USB Root Hub power saving settings are enabled? There are more than one Root Hubs there and you need to check them all.

Excellent question and no, power saving is enabled on all.

I've just gone through various iterations of trying MJ vs. MJ+ and two computers. I was about to conclude that the problem only occurred on the new number, then I saw the MJ drop a call to the old number. THEN I tried unplugging the phone cable from the MJ+ and it did NOT drop an inbound call.

Will try again after disabling USB power management.

Mark

mmagic · Post by **mmagic** » Sat Jan 07, 2012 10:52 pm

Even with power management disabled, if the phone cord is plugged in, MJ+ drops the call after 3:54. (I answer on the headset.)

If the phone cord is NOT plugged in, the inbound call does not drop.

Well that's no good! I do use the headset in my office, but I also need MJ+ to ring phones throughout the house in case I'm not in my office, so that phone line feeds into the house wiring.

That's with MJ+ plugged directly into the computer. When plugged in to a powered USB, with the phone line connected, the inbound call still drops. So it's probably not the USB port.

So am I not able to route the MJ+ phone line through my house wiring? It's only powering one corded and one cordless phone, but they are a ways away. (I was using a Linksys SPA3102 and a PBX to power those phones with no problem.)

Mark

bitstopjoe · Post by **bitstopjoe** » Sun Jan 08, 2012 7:01 am

As long as you have the feed outside in the TelCo box disconnected yes you can have the MJ connected to the whole house.
Did you, by chance, try another phone base?
You have a very od problem indeed but I do applaud you on your troubleshooting. I like a challange myself.
I am pretty sure you will figure this out...

As far as your parents go you could have gotten a FREE Google Voice number for them to call ( local to them) and had it forwared to your MJ...

Let me know how you make out and don't give up..

mmagic · Post by **mmagic** » Sun Jan 08, 2012 12:23 pm

Google Voice...interesting idea...isn't that only free this year?

Yes I'm tapped into the wiring at the telco box but not to the dead telco line. I'd already set this up when I had the PBX.

What do you mean by "another phone base"?

Mark

bitstopjoe · Post by **bitstopjoe** » Sun Jan 08, 2012 2:22 pm

mmagic wrote:Google Voice...interesting idea...isn't that only free this year?

Yes I'm tapped into the wiring at the telco box but not to the dead telco line. I'd already set this up when I had the PBX.

What do you mean by "another phone base"?

Mark

As of right now GV is free till the end of 2012. They announce whether it will be free for the following year at the end of the year. Just pick a number and exchange which is free for your parents to call and then in your GV account have it call your MJ whenever that GV number is called.

By another base I meant another cordless phone base. Though that is unlikely the problem, but hey one never knows.

You also have to make sure the feed FROM the Telco is disconnected from the outside box as well. Just let the modular plug hang.

mmagic · Post by **mmagic** » Sun Jan 08, 2012 3:39 pm

Thanks for the clarifications.

Modular plugs in the telco box? Ha! My ancient MPOE has screw terminals. It really needs to be a 66 block for all the stuff in there. In any case, the incoming (dead) line from the telco goes to the RJ31X jack in my alarm box (alarm now unplugged), back out to the telco box, then back in to a single jack in my office. Before MJ+, the FXO port of my PBX plugged in to that jack. Now there is nothing plugged in to that jack.

A separate jack in my office goes OUT to the box, which then distributes to the various phone jacks in the house. This is where the MJ+ is connected.

The annoying thing is that this worked as designed for awhile (a few hours?) after my extended chat on Jan. 3, then it stopped working again. So it seems there is something MJ support can do to temporarily fix the problem.

I don't have another cordless phone base, but I guess I could unplug all phones in the house and see how it goes, adding them back one by one.

I appreciate the interaction--often that leads to further ideas. Or at least an audience while I bang my head against the wall!

Mark

bitstopjoe · Post by **bitstopjoe** » Sun Jan 08, 2012 3:42 pm

Ues a pillow on the wall first

Keep me posted and I don't have to tell you not to give up, as you seem like me and enjoy a good challange and see it as a learning experience to store away for a future use!

mmagic · Post by **mmagic** » Sun Jan 08, 2012 4:55 pm

Well shucks. Looks like one of your unlikely ideas was right.

Updating my erroneous count above, I have two corded phones, an old 900 MHz cordless, and a newish DECT 6.0 cordless.

If I unplug the new cordless phone base and leave the rest connected in various parts of the house, the call does not drop.

If I plug the new cordless phone base directly into the MJ+, not going through the house wiring, the call DOES drop. Using a different RJ11 cord doesn't help. And yet it works without dropping if I unplug the MJ+ from the computer and plug the MJ+ directly into power and the router.

This is a 2- or 3-year old Panasonic KX-TG6431 DECT 6.0 system with talking Caller ID and an answering machine (which is turned off). Only two handsets but it is my primary phone when I'm not in my office.

What it the world could cause the MJ+ to disconnect under such narrow circumstances (MJ+ plugged in to computer, KX-TG6431 plugged in to MJ+)?

Mark

bitstopjoe · Post by **bitstopjoe** » Sun Jan 08, 2012 5:12 pm

God only knows when it comes to MJ. REN to high or to low, impedence mismatch, Fung Shway, Full Moon???? Beats the heck out of me. Just glad to hear you got a handle on it, and as far as my suggestion?? Just a lucky guess

mmagic · Post by **mmagic** » Sun Jan 08, 2012 6:25 pm

Will try turning the phone to face east and burning incense and let you know.

Mark

mmagic · Post by **mmagic** » Sun Jan 08, 2012 8:46 pm

Went hunting for REN value info and didn't find much. One place says MJ allows 1.0, another says 1.4.

Just one of my corded phones is 1.8. The other doesn't list its REN. The ringer on the old cordless is turned off. The REN on the new cordless is 0.1. MJ+ has no problem ringing all of them at once; it just can't maintain the call on the newer cordless.

This page was interesting:

http://www.sandman.com/magicjackbull.html

Tried the idea of plugging a standard phone in with the cordless. Rings loudly but drops after 3:54.

Wonder if the "loop current" he talks about is an issue. That's going beyond me but he says MJ+ outputs 16.5ma and no phone is designed to handle under 20ma.

Mark

bitstopjoe · Post by **bitstopjoe** » Mon Jan 09, 2012 6:41 am

Isn't trouble shooting fun??????????????????????????

Interesting stuff!!!

desi.no79 · Post by **desi.no79** » Wed Jan 25, 2012 7:38 pm

Hey mmagic

i am having the exact same issues as you, i have upgraded to MJ +. from the original MJ.....issue still appears...Inbound Calls drop after 5minutes for me, Outgoing calls seem never to drop.

Been online chat with many MJ Support ppl...and they have just spun this issue in circles with no fix....

it appears to me all these issues started when MJ updated it's software ...but then again...MJ + doesn't use software...and it has the same issue...

mmagic · Post by **mmagic** » Tue Jul 31, 2012 11:12 pm

Forgot to post that I narrowed this down to the Panasonic KX-TG6431 cordless phone. When I plugged that in directly to the MagicJack Plus, it would drop the call after 4:52. When I unplugged it and only used other devices, no dropped calls. This was several months ago.

Someone just gave me a Panasonic KX-TG7431 cordless phone system. Today I plugged that in directly to the MJ. No dropped call after 8 minutes.

Just for grins, charged up the old KX-TG6431 and tried again. This time, no dropped call after 16 minutes.

So maybe this was a MJ software issue all along and either cordless phone system will work.

Mark

mmagic · Post by **mmagic** » Wed Aug 01, 2012 3:48 pm

Sigh. Today, MagicJack dropped an inbound call at 3:55 while the KX-TG6431 was plugged in. (I was actually talking on the softphone, not the cordless phone.)

I'll plug in the KX-TG7431 for a while and see what happens.