Many MJ issues

kurasiichan · Post by **kurasiichan** » Fri Jul 01, 2011 3:47 pm

This might be a little long and I apologize, but I'm beyond frustrated with the whole thing! These issues started, I believe, when I got this new update that has the "Normal/Air Card" options in the top left. Before that, MJ worked as it should.

Now however,
-MOST of the time I cannot click the buttons on the softphone screen at all, or I'll click the "dial pad" buttons, and out of all of them, it will only click, say, "4". Then it won't let me click the "End" button, so it places a call to phone number "4" lol
-The softphone window won't minimize to the taskbar icon, so there's constantly a MJ window open and cluttering my task bar.
-If my phone rings, MOST of the time when I pick it up, I won't be connected to the other person. Just silence. I then have to call the person back, IF it will let me place a call.
-When I pick up my phone to place a call, MOST of the time there will be no dial tone. I have to hang up and pick up the phone multiple times to finally get one.

I went through the whole "MJ tech support" craziness, and talked to about 15 people in total over about 10 hours in chat, being disconnected multiple times from the chat, and going through 2 different remote assistance sessions. By the time the remote assistance sessions were done, just by the sheer amount of times I had plugged/unplugged MJ, I was able to click the buttons on the softphone. So the tech support deemed that I didn't have any more issues, and basically said bye. Then I wasn't able to click the buttons again, of course.

It's been like this for at least 3 weeks now, probably more like a month, and it's unacceptable for me because it's my only phone service (my cell phone is used only for texting), and I'm waiting for calls from employers!

I'm pretty decently computer savvy, and some of the things they were getting me to do seemed like NONSENSE! One of the tech support people got me to change my drive letters, which didn't help, and then didn't help me change them back! I was able to of course, but only after some tinkering around.

It feels like I've done everything, but maybe not. I'm fed up with MJ at this point and ANY improvement would be huge at this point.

One of the customer service people suggested I order a new MJ dongle thing, but that's $10 I don't have to spare right now, and I don't know if that would fix the issue. I also don't trust that I would have the same phone number after plugging in a new dongle.

Any help would be VERY much appreciated! Thanks!

kurasiichan · Post by **kurasiichan** » Sun Jul 03, 2011 3:33 pm

Bump

Barada Nels · Post by **Barada Nels** » Mon Jul 04, 2011 9:10 am

Greetings,

Your issue could be a number of things. Since you stated this only started after an update, I would guess that there is an issue with that.

Try a manual update: http://upgrades.magicjack.com/upgrade/upgrade.exe

That link is for Windows (since they had you change drive letters I am guessing you are using that OS, but if you are on a Mac just change the .exe in the link to .dmg.

If this does not fix your issue and you are knowledgeable like you say, then personally, I would skip any more troubleshooting and simply back-up my data and format/re-install Windows. The reason why I would do this is simply the root of this problem could be quite hard to find. I.E. Malware, Virus, or system/registry issues.

If you are not willing to take the above step, then get some free system tools such as Glary Utilities, Avira Antivirus, and Malwarebytes. Update and run those to see if it helps. You can also use Glary Utilities to see if unnecessary processes are running that could be conflicting with MagicJack. Try running the OS on minimum processes with MagicJack elevated on priority.

I hope this helps!

Sincerely,

Barada Nels

kurasiichan · Post by **kurasiichan** » Wed Jul 06, 2011 1:24 am

That was helpful, thank you! I'm actually not too comfortable with reinstalling Windows because I've never done that before, and I don't have the backup disks with me at the moment. I downloaded Glary Utilities however and ran it, and it cleared up a bit of space on my computer, but it didn't seem to help with my MJ issues.

I tried going into the task manager as well, and setting MJ to high priority, but that didn't seem to do anything either. Like you said, I'm sure that reinstalling Windows would help my problem, so I wish I were comfortable with doing that, or able to.

I'd love to hear any other suggestions that you or anyone else might have however!

nailgunner · Post by **nailgunner** » Wed Jul 06, 2011 5:31 am

kurasiichan wrote: I'm actually not too comfortable with reinstalling Windows because I've never done that before, and I don't have the backup disks with me at the moment.

I'm sure that reinstalling Windows would help my problem, so I wish I were comfortable with doing that, or able to.

I wouldn't worry about not being able to re-install it, yet. I'm a betting man and I would bet at least my usual 5 cents worth that re-installing Windows won't fix your problem.

If you have a friend/relative/neighbor that you can pester, I would take the device to their house and try it on their computer. That could at least narrow it down for you a bit. If the issue remains, it could be your device and you may have to replace it like support mentioned. If the issue goes away that would leave your computer, or a component like your modem or router, as the problem. It's possible it could also mean a re-install is called for.

It also could just be a coincidence that the issue popped up around the last update. Make sure you're not using the usb cord they supplied, it can make things go goofy at any time. If it's a desktop, make sure you have it plugged into a rear usb port. If you have excess time, search through old posts in here and you will find quite a few other standard suggestions. After 10 hours with them, I would think MJ support probably put you through most of them, but you never know.

If in the end you do get a new device, you don't need to be concerned about losing your phone number as you mentioned in your first post. IF, and it's a BIG if, you register it correctly. You can do it on your own, but it's one of the things support is good for, and they will walk you through it. If you do it wrong on your own you will end up with a second number. I would have them do it and save my chat so that if they do it wrong you can bitch at them to fix their mistake.

kurasiichan · Post by **kurasiichan** » Wed Jul 06, 2011 12:26 pm

Actually, that's something I haven't tried yet! I'll try plugging MJ into my roommate's laptop when she gets home. I never even thought of doing that, but I guess that would figure out where the problem lies.

And yeah, like you said, I've exhausted every "fix" I could find and I've reinstalled MJ, etc, countless times because of tech support.

It's good to know I wouldn't lose my number if I got a new device. I'm excited for my roommate to come home now

Thank you!

kurasiichan · Post by **kurasiichan** » Thu Jul 07, 2011 9:23 pm

Ok, so I was just able to plug MJ into my roommate's laptop. I didn't plug my phone into it because I didn't want to haul it out of my room, but the program/softphone itself seems to work perfectly on her laptop. I was able to click everything and it all seemed functional as it should be.

So, what do I do now? It's obviously something wrong with my laptop but I have no clue where to start.

MJ actually seems to be getting WORSE on my laptop. People can't even call me now, whereas before it would at least ring, even if I couldn't answer. It just tells them "MJ user unavailable".

Edit: Upon trying to plug MJ back into my laptop after trying it on my roommate's laptop, the program won't even load now!! It shows the splash screen, but then the softphone doesn't load. When I try to manually open the program, the splash screen will show again, but no softphone!

Barada Nels · Post by **Barada Nels** » Fri Jul 08, 2011 2:48 am

kurasiichan wrote:Ok, so I was just able to plug MJ into my roommate's laptop. I didn't plug my phone into it because I didn't want to haul it out of my room, but the program/softphone itself seems to work perfectly on her laptop. I was able to click everything and it all seemed functional as it should be.

So, what do I do now? It's obviously something wrong with my laptop but I have no clue where to start.

MJ actually seems to be getting WORSE on my laptop. People can't even call me now, whereas before it would at least ring, even if I couldn't answer. It just tells them "MJ user unavailable".

Edit: Upon trying to plug MJ back into my laptop after trying it on my roommate's laptop, the program won't even load now!! It shows the splash screen, but then the softphone doesn't load. When I try to manually open the program, the splash screen will show again, but no softphone!

To be honest . . . this is the reason why I suggested an OS re-install. Your issue could really be a multitude of things . . . not only software . . . but also hardware (not referring to MagicJack). An OS re-install would either solve the issue or at least let you know it is or is not a software issue. Since you are unable to do this . . . it is time for process of elimination.

Check recently installed programs and downloaded software. The best way to do this is go to Windows system restore. Keep going back . . . and back further until your MagicJack functions properly. The Windows system restore will show you restore points for installed software / updates as well as various random checkpoints.

That is my suggestion . . . because if you are unsure of yourself to reformat and re-install an Operating System . . . I would not suggest you going on the process of elimination hunt by yourself. Use the Windows System Restore. It should assist you if this is indeed a software issue.

Edit: Also, you just mentioned your computer is a laptop. Have you tried a powered USB hub? To be honest . . . your USB ports could be under-powered whereas your roommates could be fine. And that could be your issue. Also try the powered USB hub as well as the system restore. I would recommend the hub before the multi-restores.

kurasiichan · Post by **kurasiichan** » Fri Jul 08, 2011 11:56 am

A powered USB hub? Like a small device that you buy? If so, I can't really do that at the moment because I can't afford it

I've tried MJ, with and without the extension cord, in all of the USB ports on my laptop with no luck. The program won't load now at all and I haven't done anything different, so how could it get worse like that?

I'll try the system restore, however the oldest one available to me is June 28th. I'll go right to that one though, because I don't think I've done anything important on my computer since then.

Thank you for your continued help!

Edit: Ok, I did a system restore and got the softphone back to it's half-working self. I don't know if I can receive calls now however because I have no way of testing that, but I guess I'll wait and see. A couple of my programs were uninstalled however because I didn't realize they were new, lol... oh well. But now it seems I'm back to how I was before. I don't see what could have made the program not load, other than Windows updates? Should I not download those? I don't know what to do!

What's curious to me, is how sometimes I can't click ANYTHING on the softphone, but at the moment it seems fully functional.

Barada Nels · Post by **Barada Nels** » Sun Jul 10, 2011 9:22 am

kurasiichan wrote:A powered USB hub? Like a small device that you buy? If so, I can't really do that at the moment because I can't afford it I've tried MJ, with and without the extension cord, in all of the USB ports on my laptop with no luck. The program won't load now at all and I haven't done anything different, so how could it get worse like that?

I'll try the system restore, however the oldest one available to me is June 28th. I'll go right to that one though, because I don't think I've done anything important on my computer since then.

Thank you for your continued help!

Edit: Ok, I did a system restore and got the softphone back to it's half-working self. I don't know if I can receive calls now however because I have no way of testing that, but I guess I'll wait and see. A couple of my programs were uninstalled however because I didn't realize they were new, lol... oh well. But now it seems I'm back to how I was before. I don't see what could have made the program not load, other than Windows updates? Should I not download those? I don't know what to do!

What's curious to me, is how sometimes I can't click ANYTHING on the softphone, but at the moment it seems fully functional.

Yeah . . . I would be almost completely sure that your issue is a software one. Make sure you can receive and send calls fine. If you are good then all is well. If not, then check to see if you have a recovery partition on your hard drive for your laptop. If you do . . . just back-up your current data and restore to factory default settings. That should definitely solve your issue. If you do not know how to do this . . . link the make and model of your laptop and I will post instructions for you!

As for what is causing the issue . . . who knows. Maybe you have come across some software that causes a conflict with MagicJack. I have seen crazier things happen.

kurasiichan · Post by **kurasiichan** » Sun Jul 10, 2011 2:56 pm

Ok that sounds good... drive D on my laptop is "Recovery" so I assume that's what you're talking about?

http://h10025.www1.hp.com/ewfrf/wc/prod ... g=en&cc=us Hopefully that link works.

So after I do this, it will reset my laptop to how it was when I bought it, basically?

nailgunner · Post by **nailgunner** » Sun Jul 10, 2011 10:55 pm

kurasiichan wrote:I don't see what could have made the program not load, other than Windows updates? Should I not download those?

Unless you see others having problems with a particular Windows update, you should, in general, always download their updates, at least the "important" and "recommended" ones. You can always uninstall any particular update that you later find to be a problem.

nailgunner · Post by **nailgunner** » Sun Jul 10, 2011 11:30 pm

kurasiichan wrote:Ok, so I was just able to plug MJ into my roommate's laptop. I didn't plug my phone into it because I didn't want to haul it out of my room, but the program/softphone itself seems to work perfectly on her laptop. I was able to click everything and it all seemed functional as it should be.

Haul it out of your room? How big is the damn thing? It was a long time ago, but I once played with an old phone on my MJ, and nothing worked, including the soft-phone. I don't know enough about it, but maybe your phone conked out on you. In any event I would certainly take that strenuous step of trying to make a successful test call on the roomies computer before I went much further.

But regardless, it's just my opinion, but if the ONLY thing that is wrong with your computer is magicjack screwing up, I wouldn't be messing with factory default setting resets or O/S re-installs, or anything major, unless you know EXACTLY what you are doing and are very very careful. Visit a forum for the O/S you are using to see what has happened to some who didn't or weren't. You can usually find them under a thread titled "HELP!!!!!".

kurasiichan · Post by **kurasiichan** » Mon Jul 11, 2011 1:30 am

lol. I don't want to "haul it out of my room", because the phone cord is behind a big book case and my desk, and I don't want to hassle with having to put it back there.

I know it's not my phone screwing up, because IF I can get the softphone working, I can make calls on the phone just fine. I don't think my phone has anything to do with not being able to press buttons on the softphone screen.

And I'm ready to take "drastic" measures about this issue other than blowing up my computer, because like I think I said, it's my only phone to make calls from, and it's a HUGE issue if I'm not able to receive calls from people. It even got my dad freaked out the other day, because even though I was home, MJ wasn't working to let me answer the call, let alone KNOW there was someone calling. He was calling all day. lol. And I need to know when my boss needs me in at work. I think it's pretty important.

nailgunner · Post by **nailgunner** » Mon Jul 11, 2011 2:14 am

kurasiichan wrote:lol. I don't want to "haul it out of my room", because the phone cord is behind a big book case and my desk, and I don't want to hassle with having to put it back there.

I know it's not my phone screwing up, because IF I can get the softphone working, I can make calls on the phone just fine. I don't think my phone has anything to do with not being able to press buttons on the softphone screen.

And I'm ready to take "drastic" measures about this issue other than blowing up my computer, because like I think I said, it's my only phone to make calls from, and it's a HUGE issue if I'm not able to receive calls from people. It even got my dad freaked out the other day, because even though I was home, MJ wasn't working to let me answer the call, let alone KNOW there was someone calling. He was calling all day. lol. And I need to know when my boss needs me in at work. I think it's pretty important.

I did have a phone that made my soft-phone number dialing pad useless. Had a dial tone, but couldn't use the dialer, only with that phone.

Anyway, I understand the importance, just be careful or you might not have a useful computer to plug the MJ into.

kurasiichan · Post by **kurasiichan** » Mon Jul 11, 2011 2:18 am

Even with the phone unplugged the softphone still doesn't work, so it wouldn't be the phone, right? I'd feel dumb if it were the PHONE itself this whole time

And yeah. I can't afford to go buy a USB hub, let alone a whole new system! As much as I'd love a Macbook...

nailgunner · Post by **nailgunner** » Mon Jul 11, 2011 2:32 am

kurasiichan wrote:Even with the phone unplugged the softphone still doesn't work, so it wouldn't be the phone, right? I'd feel dumb if it were the PHONE itself this whole time

And yeah. I can't afford to go buy a USB hub, let alone a whole new system! As much as I'd love a Macbook...

The problem with MJ is that frequently there is never an easy answer. There are posters on here that will swear on their mothers grave that all calls from AT&T cells won't connect to MJ. Yet I continue to get them 2-3 times a week.

I doubt it's your phone. But with all the things that can and have gone wrong with MJ, if it was the only thing not working on my computer, I would not throw out the baby with the bath water, so to speak. If you have no other options, and it sounds like you don't, I would go for it. But, not to be paranoid, just don't hit the wrong button at the wrong time. Some of the recovery systems can be very unforgiving.

kurasiichan · Post by **kurasiichan** » Mon Jul 11, 2011 2:56 am

That's true... well, I won't do anything until I have the recovery disks, and I need a hard drive to put all of my crap onto as well. No fun.

Barada Nels · Post by **Barada Nels** » Mon Jul 11, 2011 9:11 am

kurasiichan wrote:Ok that sounds good... drive D on my laptop is "Recovery" so I assume that's what you're talking about?

http://h10025.www1.hp.com/ewfrf/wc/prod ... g=en&cc=us Hopefully that link works.

So after I do this, it will reset my laptop to how it was when I bought it, basically?

http://h10025.www1.hp.com/ewfrf/wc/docu ... ct=3891293
This is the overview for re-installing the OS on your laptop. Find the category that is right for your laptop. And follow the instructions. The process will normally reformat your C: drive partition and leave the D: drive "Recovery" partition alone. Notice there is a Windows 7 Recovery option, if you use that OS.

After you have reset the Operating system to factor defaults . . . update the drivers for your laptop:
http://h10025.www1.hp.com/ewfrf/wc/soft ... t=3891293&
Just select the OS that you use and get all the newest drivers. Make sure to update the BIOS of your laptop for best fan operation. HP and Compaq computers have a tendency to overheat due to having one heatsink for the CPU and GPU tied to one fan. Updating the BIOS is the ONLY way I know that you can mess up your laptop besides deleting your recovery partition. Make sure you are on battery and AC power when you do this and not during a storm. You cannot loose power while updating the BIOS or it could and probably will cause issues.

The entire process is rather straight forward. You should have nothing to worry about. But, if you are nervous . . . go to youtube and watch videos of people reformatting and re-installing their operating system. It is really no big deal . . . although I will admit I have done it too many times to count on numerous computers. So I guess it is easy for me to say.

If you hit a snag and need to contact me quicker you can email me at: [email protected]

Good luck and I hope this helps you!

Barada Nels · Post by **Barada Nels** » Mon Jul 11, 2011 9:31 am

kurasiichan wrote:Even with the phone unplugged the softphone still doesn't work, so it wouldn't be the phone, right? I'd feel dumb if it were the PHONE itself this whole time

And yeah. I can't afford to go buy a USB hub, let alone a whole new system! As much as I'd love a Macbook...

A Macbook, eh? Well . . . I have used Macs before and see nothing special in them. Their Unix based OS is indeed more powerful than their Windows counterpart. But, if you wish to go to a Unix based OS now with your current hardware . . . you can. http://www.ubuntu.com/

Ubuntu is the most popular Linux Distro out there (mainly because it is easier to use than others). You can download it to a thumb drive or CD/DVD and test out the OS without making any changes to your laptop. I use 10.10 but I think all they have posted on their site is 10.04LTS and 11.04 at the moment. I would give 10.04LTS a try if your interested. 11.04 has their new Unity desktop that is horrible IMHO.

Keep in mind if you go this route your MagicJack WILL NOT WORK. You can get it to work in Virtualbox with Windows installed . . . but I do not recommend it. The sound quality is horrible IMHO.

I run either Ubuntu 10.10 or Linux Mint on most of my PCs. Only use Windows on my MagicJack server and on my gaming rig. Unix based Operating systems such as Mac or Linux are just much better for productivity and overall stability.

I would recommend recovering your laptop with Windows and getting your MagicJack running properly. Then giving Linux a test drive. If you like it you can always dual-boot. You have my email . . . I can always show you how.

Again, good luck and godspeed!

Edit: Also you can run Ubuntu (as well as other Linux Distros) within your current Windows OS just like you would other Windows based software. That option is available on their website.

nailgunner · Post by **nailgunner** » Mon Jul 11, 2011 10:37 am

I think watching a couple of videos is a great idea. I would make sure you 100% completely understand the whole process before you take the first step. Depending on your other methods of accessing the internet, contacting anyone after you hit a snag could be problematic.

Be sure to give the forum an update on the eventual result. Too often others have received advice and don't follow through with the results. This is a seldom recommended MJ fix, and if it works it would be helpful to others to be able to add it to the possible MJ demons solutions.

kurasiichan · Post by **kurasiichan** » Mon Jul 11, 2011 12:38 pm

Ok... it looks like I can do this without having the CD? Which would be nice because it's at my parent's house. Although I still need an external drive.

http://www.youtube.com/watch?v=h1vDZrWm ... re=related
This video is what I have to do, correct? It seems pretty simple... in theory..

Edit: Actually...... I clicked the "Menu" on the softphone window, went to Advanced Users, and realized that "Minimize to tray" was NOT checked anymore for some reason.
So I checked it of course, which fixes my "not being able to minimize the softphone" issue, and everything worked FINE for about 2 minutes, but now I'm not able to press the dial pad on the softphone again. I even got dial tone the first time I picked up the phone! MJ is very picky.. lol

We'll see if I can receive calls any better, because the dial tone seems to work more than it was. I'd rather avoid having to go buy an external drive to reformat everything!

Barada Nels · Post by **Barada Nels** » Mon Jul 11, 2011 10:11 pm

kurasiichan wrote:Ok... it looks like I can do this without having the CD? Which would be nice because it's at my parent's house. Although I still need an external drive.

http://www.youtube.com/watch?v=h1vDZrWm ... re=related
This video is what I have to do, correct? It seems pretty simple... in theory..

Edit: Actually...... I clicked the "Menu" on the softphone window, went to Advanced Users, and realized that "Minimize to tray" was NOT checked anymore for some reason.
So I checked it of course, which fixes my "not being able to minimize the softphone" issue, and everything worked FINE for about 2 minutes, but now I'm not able to press the dial pad on the softphone again. I even got dial tone the first time I picked up the phone! MJ is very picky.. lol

We'll see if I can receive calls any better, because the dial tone seems to work more than it was. I'd rather avoid having to go buy an external drive to reformat everything!

Yep . . . it can be done without a CD/DVD as long as your have that Recovery partition on your harddrive.

As for the Minimize to tray not being checked . . . that is strange as hell that it is linked to your issues, or resolved some of them even for a few minutes. If your MagicJack is working fine now, then chalk it up as a fluke and don't worry about the system restore. But, I really do not see how that is connected to your issues.

One thing is for certain . . . your MagicJack (more than likely on the software side) is very temperamental.

Edit: Although the guy on that youtube video is an idiot . . . and I would not recommend anyone listening to him . . . as long as you get to the HP recovery program and follow the directions, you will be fine.

LOL @ approx. 2:30 in the video: "Riiiiiight . . . kinda forgot to install my USB drive . . ." CLASSIC!!!

kurasiichan · Post by **kurasiichan** » Tue Jul 12, 2011 1:44 pm

Yeah.... I guess my phone isn't really better. My boyfriend called this morning, and as usual, he calls once, gets "this MJ customer is unavailable", then calls back right away, usually while this phone is still in my hand, and it'll work. Which is frustrating, because if anyone OTHER than him tries to call, they probably won't think to call right back.

Soooo now the wait begins for me to have an external hard drive. lol. Fun.