help, cant register, it is blank and recovery, no device

mxlj · Post by **mxlj** » Thu Apr 24, 2008 8:01 pm

i just purchased a magicjack. im running windows xp sp2. i installed recongized fine. but when the mune opens and the registration screen pops up it is blank inside. it stays that way. after numerous attmeps with customer service, we have accoplished nothing. when i run recovery it comes up "no device found" i have unistalled musicmatch, downloaed the upgrade. tried different usb ports. added to trusted sites, turned off anti virus and firewall. reformatted the magic jack. any ideas, or help would be gratly aprriciated. thank you

LikeMagic · Post by **LikeMagic** » Thu Apr 24, 2008 10:00 pm

Something from your PC is blocking the MJ installation software from reaching the MJ server to register/provision/download software update.

Try to disable your antivirus & software firewall and try again. Also check your Internet Explorer's settings to make sure:

In IE's Tools/Internet Options:
- tab Privacy: set this at Medium or Low.
Also "Block pop-ups" should be unchecked temporarily
- tab Connections/LAN Settings: there should be NO check marks in this screen.

You can also try to hook your PC directly to the DSL/cable modem, bypassing your router (if any). Who's your ISP anyway?

mxlj · Post by **mxlj** » Fri Apr 25, 2008 7:08 pm

local phone company internet, craw-kan. i have no router.

mxlj · Post by **mxlj** » Fri Apr 25, 2008 7:08 pm

any ideas what all programs interfer with it?

LikeMagic · Post by **LikeMagic** » Fri Apr 25, 2008 7:32 pm

Most likely is Internet Explorer for most people. Did you check IE's settings mentioned above? Do you have any issue with IE in general when surfing the internet with it? Also your internet connection has to be active when installing MJ. What type of internet connection do you have? Cable, DSL, FiOS, wireless ISP, etc?

mxlj · Post by **mxlj** » Sat Apr 26, 2008 12:44 pm

i have dsl, and have the settings at low, and allow all cookies, and popup blocker off.

Stewart · Post by **Stewart** » Sat Apr 26, 2008 12:54 pm

mxlj wrote:i have dsl, and have the settings at low, and allow all cookies, and popup blocker off.

Open this URL in IE: http://reg.talk4free.com/register.html . Do you see "No serial number passed"? A picture of a magicJack?

mxlj · Post by **mxlj** » Sun Apr 27, 2008 4:01 pm

yes it says no serial number passed, and a little magicjack pic in the bottom right corner.

Stewart · Post by **Stewart** » Sun Apr 27, 2008 5:23 pm

I don't know why this URL can open in your browser but not by MJ. This would normally be a software firewall issue, but you have already tried disabling it.

If you PM me the serial # of your MJ, I'll send you a URL that may allow you to register from your browser. One way to find the number:
With MJ plugged in and blue light on, open Device Manager.
Click the + to the left of Disk drives.
Double-click YMAX MagicJack USB Device.
Click the Details tab.
If not already selected, choose Device Instance Id in the drop-down list.
Move the scrollbar, if any, all the way to the right.
You should see a value that ends \A921xxxxxxxxxx&0

Your serial number is the 14 hex digits starting with A921 and ending just before the &0

curiousgeorge · Post by **curiousgeorge** » Sun Apr 27, 2008 6:57 pm

Hello, have you also tried unplugging any and all USB devices from your system? I gave an MJ to a friend and he had the same issue,once he removed all power consuming USB devices it worked perfect. Note: this also includes any extra power hungry pci cards etc. good luck!

Stewart · Post by **Stewart** » Sun Apr 27, 2008 7:17 pm

curiousgeorge has a good point. If you have a powered USB hub, try connecting MJ through it, which should avoid drawing any extra power from the PC.

mxlj · Post by **mxlj** » Mon Apr 28, 2008 9:56 pm

i have a agp video card. with a 500 watts power supply, so i hope that is enough. i have tried all usb ports, to no avail.

mxlj · Post by **mxlj** » Tue Apr 29, 2008 9:09 pm

ok, i got it to register that way, but iw stil doesnt work, so i tried recovery and is said no device found agian. then when i ran the upgrade it said "broken storage"??

Stewart · Post by **Stewart** » Tue Apr 29, 2008 9:18 pm

mxlj wrote:ok, i got it to register that way, but iw stil doesnt work, so i tried recovery and is said no device found agian. then when i ran the upgrade it said "broken storage"??

What happens, or what message do you get, when you just plug the device in?

mxlj · Post by **mxlj** » Wed Apr 30, 2008 9:20 pm

i registered it and it, and couldnt get it to work, so i ran recovery and it showed no device found agian, then when i ran the upgrade it came up broken storage. but then i unplegged it and hooked it up again then started fine, but still cant make calls??? i have phone number now. when i call useing the menu keypad nothing happens.

Stewart · Post by **Stewart** » Thu May 01, 2008 2:52 am

mxlj wrote:when i call useing the menu keypad nothing happens.

Does the softphone window show your phone number and "Ready to Call"? If not, what message(s) do you see?
If it is ready, and you are not using a phone plugged into the Jack, go into the Menu, select Switch to headset, click Headset/Other, make sure the desired sound device is selected, click OK. Then, try dialing a 10-digit number. When you enter the last digit, the window should change to show the state of the call. Report what you see and what your hear.

Alternatively, if you connect a telephone to the MJ, (select Switch to telephone if you had switched to Headset), do you get a dial tone? When you press number buttons on the phone, do the numbers appear in the softphone window? When you have dialed a complete number, what happens?

mxlj · Post by **mxlj** » Sat May 03, 2008 9:36 pm

ok, i tired swithcing between headset, telephone, nothing happens. i dont get a dial tone. nothing says ready. the menu pops up but it is blank on the left side. i dialed 10 digit number.

Stewart · Post by **Stewart** » Sun May 04, 2008 5:56 am

I'm having trouble understanding your description. Please post a screenshot of your MJ softphone (if your number or 911 info appears, mask it for privacy).

mxlj · Post by **mxlj** » Sun May 04, 2008 6:38 pm

i cant seem to get a screen shot. the left side is blank. i can see where the keypad. my number is no where on the menu.

Stewart · Post by **Stewart** » Sun May 04, 2008 8:15 pm

Screen shot:

Click in softphone window. Hold down ALT key, press Prnt Scrn key.
Start-> All Programs-> Accessories-> Paint. (Paint opens)
Image-> Attributes (Attributes dialog opens)
Set Width: 640, Height: 400, click OK.
Edit-> Paste. (Image of softphone appears in Paint window)
File-> Save As. (Save dialog opens)
Save as type: PNG
Give it a name, e.g. mj.png and a place to save the file. Click Save.
Post a reply in forum.
Click Add image(s) to post, follow instructions.

If you can't make this work, take a picture of the softphone with your camera.

mxlj · Post by **mxlj** » Mon May 05, 2008 7:09 pm

thanks here you go.

LikeMagic · Post by **LikeMagic** » Mon May 05, 2008 7:43 pm

Please confirm the followings for Internet Explorer:

In IE's Tools/Internet Options:
- tab Privacy: set this at Medium or Low.
Also "Block pop-ups" should be unchecked temporarily

- tab Connections/LAN Settings: there should be NO check marks in this screen.

- important: do you have any issue using Internet Explorer to browse the internet?

- what DSL modem do you have? Brand and model number please, as some DSL Modem's built-in firewall setting is blocking some internet traffic

- do you have other adware/spyware protection program running?

mxlj · Post by **mxlj** » Mon May 05, 2008 10:08 pm

donot have nay issues with i.e
not tabs are selected, and privacy setting are low and pop-ups are off

i have a motoralla e10171a dsl box

mxlj · Post by **mxlj** » Mon May 05, 2008 10:09 pm

and i have truned off all spyware, antivirus, and firewalls

LikeMagic · Post by **LikeMagic** » Mon May 05, 2008 10:15 pm

mxlj wrote:donot have nay issues with i.e
not tabs are selected, and privacy setting are low and pop-ups are off

i have a motoralla e10171a dsl box

Don't quite understand your answer.

What's about this one:
- IE's Tools/Internet Options/Connections/LAN Settings: there should be NO check marks in this screen

Can't find any reference on the DSL modem you gave either. Please double check the model number.

mxlj · Post by **mxlj** » Wed May 07, 2008 7:43 pm

yes there are no checks marks

mxlj · Post by **mxlj** » Wed May 07, 2008 7:44 pm

and the dsl modem is correct

mxlj · Post by **mxlj** » Sat May 10, 2008 10:10 am

anybody??

mxlj · Post by **mxlj** » Wed May 14, 2008 6:20 pm

can i please get some help??

LikeMagic · Post by **LikeMagic** » Wed May 14, 2008 10:12 pm

Please check the label on your DSL modem again and provide a model number.

I could not find any web info on the Motorola e10171a DSL box that you gave.

Stewart · Post by **Stewart** » Thu May 15, 2008 2:13 pm

From a command prompt, type

Code: Select all

ipconfig

and report whether you have a public or a private IP address. A private IP begins with 10, 192.168, or 172.[16-31]. If more than one interface appears, report for each. If you have only a private IP, open a web browser and connect to the address shown as Default Gateway. That should log into your modem -- perhaps a better model number or identification will appear.

Can you verify that your MJ works properly on another computer? That would eliminate the possibility that it has a hardware fault or a corrupted flash.

mxlj · Post by **mxlj** » Thu May 15, 2008 10:10 pm

the model is--
motorola E1017a

i dont have naother comp. to try. but i can take it to someelses house and try it. i will do that tommorrow.

mxlj · Post by **mxlj** » Thu May 15, 2008 10:35 pm

ip starts with 216.