MJ+ headache and a wasted day .. still can't connect. help~

robm · Post by **robm** » Sun Jan 06, 2013 8:06 am

I am so happy to have come across this site. I know that my problem will be resolved here with other knowledgeable owners.

new MJ customer. got the + in the mail Friday. decided to try getting it going yesterday. after zero results and nearly 5 hours with their online live support and at least 5 - 6 different people. I'm no further ahead, I'm out the cash, I'm out the $10 for the cdn # .. and the only thing keeping me going is the fact that I can't get it even to do the simplest basic connection that everyone and their grandma seems to be able to do but me.

my intent: use via usb, phone system I intend to use is a panasonic KX-TG9331CT. my pc is a Windows 7 64-bit machine. I use rogers as my ISP and hardware for my home network is a cisco DPC3825. my pc that the MJ+ is connected to is wired directly to the DPC3825. no wireless, no switches, nada.

I don't think I've forgotten any other 'required' info that you may need to help me. if i have please ask.

the software installs fine when I insert the MJ+ directly via usb. my result is :
"Please connect to the internet and double click here [error 3]"

I did everything I could think to do before trying their live support. ie. port forwarding etc

all the basics were done with the first 3 livechat people that I spoke with. uninstall, reinstall, here install this update, reboot, restart, etc etc etc. disable windows firewall, disable my avg antivirus, either disable or lower all my security and privacy settings down to wide open.
in my DPC3825, add the 5060 and 5070 ports along with my IPv4 addy. add 2 separate MJ exceptions to allow through the firewall (that i'll repeat is off) just in case.

umm.. what else? I then had a livechat come on and take over my pc so they could check everything and all the settings on the pc and the dpc3825. after 40min of looking at everything myself and the previous 2 livechat people had done they reset the dpc3825 and dropped my connection.. hence. back to square one. they were gone and i'm back a the bottom of the barrel on the livechat again. pasted all my list of chat id numbers to the new person who told me to hold while that could pass me back up... after 40+ minutes of waiting, I'd had enough.

so. what the heck is my issue? this shouldn't be difficult in the least. atl least not this FIRST step. at the very minimum this thing should plug in and connect even if I can't make calls for some other reason... know what I'm saying? lol

Please help. Thanks. any ideas, suggestions, input criticism have to benefit me somehow at this point

robm · Post by **robm** » Sun Jan 06, 2013 11:04 pm

wow. over 50 views and not a single suggestion? see, it has everyone stumped... it should be plug and play lol

SailorDave · Post by **SailorDave** » Mon Jan 07, 2013 12:11 am

I'll give the very obvious answer, the MJ+ unit is bad. If you can't get it to work while hanging off of the computer, it doesn't leave much to the imagination.

notdeadyet · Post by **notdeadyet** » Mon Jan 07, 2013 12:42 am

I agree!! you should get it replaced from whoever you purchased it from, and if that was MJ themselves, they should've offered during your calls

good luck!!

Los Angeles jack · Post by **Los Angeles jack** » Mon Jan 07, 2013 1:19 am

"$10 for a CDN number." Just for clarification what does "CDN" stand for? This could be the cause for sometimes it takes 24 - 48 hours for activation. Is this for a Canadian number?

robm · Post by **robm** » Mon Jan 07, 2013 7:12 am

notdeadyet wrote:I agree!! you should get it replaced from whoever you purchased it from, and if that was MJ themselves, they should've offered during your calls

good luck!!

thanks. it was from MJ directly. it was never offered after 5 hours of support time.

Los Angeles jack wrote:"$10 for a CDN number." Just for clarification what does "CDN" stand for? This could be the cause for sometimes it takes 24 - 48 hours for activation. Is this for a Canadian number?

and yes sir, it was a Canadian #

I will try again right now this evening then, that would put me past the 48hr mark.

thanks to each of you for taking the time to reply

robm · Post by **robm** » Tue Jan 08, 2013 7:26 am

didn't try it again last night. waited until this am. plugged in the MJ+ and same result.
"Please connect to the internet and double click here [error 3]"

one last thing to rule out that it's my internet connection, I should be able to take to a neighbours house and plug it in and it should connect, correct?

if it does not, we're determining that it's the MJ+ itself that is defective?

how do I go about returning it? who do I contact? where does it get sent?

I got this sent to me from a friend as a gift and all he's able to provide me with is the Order No. & Reference ID

thanks again

robm · Post by **robm** » Tue Jan 08, 2013 6:58 pm

really nice. I contact their useless livechat today from work. turns out that I again have to fork over more money even if this unit is defective. another $13 'handling' for a replacement, plus my postage to send this one back.

what a shaddy friggin company. this is turning into nearly a $80 error in bad judgement by trying out their 'free' MJ+

anyone else have any ideas that are with rogers as an isp and can confirm that I'm not screwing something up?

thanks

Pilot · Post by **Pilot** » Wed Jan 09, 2013 2:39 am

try it with another p/c, at work or friends place.

robm · Post by **robm** » Wed Jan 09, 2013 7:49 am

Pilot wrote:try it with another p/c, at work or friends place.

thanks. I'll try it at a neighbours place. I think work would be worse than home due to networks, routers, switches and firewalls.

thanks

Los Angeles jack · Post by **Los Angeles jack** » Sat Jan 12, 2013 12:48 am

I forget exactly how the activation process worked. You may want to try and delete the activation wizard and start fresh from scratch. I vaguely recall going thru a series of steps installing the software. There were many different screen prompts but fairly easy to navigate.

After the installation the 1st email that I received from them was an activation code email. It looked something like this; Congratulations your magicjack registration is almost complete. Please enter your activation code; XXXXX to complete your registration. To continue follow the instructions on the registration screens. I also did a number transfer and got another email which looked something like this; We have received your request to transfer your telephone number XXX-XXX-XXXX to your magicjack. Later I received a number transfer confirmation email that showed the $20 charge. I hope this helps.

robm · Post by **robm** » Sat Jan 12, 2013 9:15 am

thanks jack. how do I delete the activation wizard? i've deleted the program itself twice and reinstalled. same result. I haven't caught my neighbor at the right time to try elsewhere yet. maybe i'll catch him today

Pilot · Post by **Pilot** » Sat Jan 12, 2013 10:05 am

let us know how it goes.....

robm · Post by **robm** » Sat Jan 12, 2013 4:06 pm

well. neighbor still hasn't been around when I have BUT

what does the following tell us?

I decided to use the AC adapter and connect the MJ+ via a phone line to a handset and with an ethernet cable though a gigabit switch to the router. guess what>??>

the friggin thing works!!!!!!!!!!!!!!!!

I was able to make a call

now that being said. I call into my MJ# and I am unable to receive a call. it goes right to some message that the person you're trying to reach is unable to take your call, they'll be notified you called.

so, eliminating one thing (the computer) outgoing works.

any suggestions for getting incoming working?

SteveHC · Post by **SteveHC** » Sat Jan 12, 2013 5:10 pm

robm wrote:well. neighbor still hasn't been around when I have BUT

what does the following tell us?

I decided to use the AC adapter and connect the MJ+ via a phone line to a handset and with an ethernet cable though a gigabit switch to the router. guess what>??>

the friggin thing works!!!!!!!!!!!!!!!!

I was able to make a call

now that being said. I call into my MJ# and I am unable to receive a call. it goes right to some message that the person you're trying to reach is unable to take your call, they'll be notified you called.

so, eliminating one thing (the computer) outgoing works.

any suggestions for getting incoming working?

First, go online into your MJ account and make sure your all of your settings are as you need and wish them to be... be sure the VM delay is set to at least 25 or preferrably 30 seconds. Then, make sure that your MJ service is set to "accept" both incoming and outgoing service. And assuming your Internet service provider and your LAN network equipment assign IP addresses dynamically, be sure to set your MJ device and service to use DHCP - all of these are settings are made within your online MJ account.

If these measures fail to correct your problem(s), disconnect your modem from your router and switch, and connect your MJ+ directly to your MODEM via Ethernet cable... if that fixes the problem, then the problem is within your router and/or switch (most likely one or more of their internal settings).

robm · Post by **robm** » Sat Jan 12, 2013 8:17 pm

ok .. with so many issues getting it running on the pc after I got the outgoing working.. I completely had a brain fart and realized that I was calling in on the wrong #

I kept trying the first # that the magicjack site was trying to give me that I had written down. then I realized that instead of it being a 270 # it should have been a 670 # which was the 2nd # I chose.

so .. I'll skip the pc and go wired with the ac adapter

problem partially solved enough to make use of it.

thanks again everyone for all your help.

Los Angeles jack · Post by **Los Angeles jack** » Sun Jan 13, 2013 4:04 am

Good going robm, at least you got it working through the router. Now to figure out how to get it working through the computer. My suggestion may be simplistic but maybe try a different USB port on the back/front of the computer. As for deleting the software and starting brand new the only way I can think of is to do a "system restore" choosing a date prior to when the software was initially installed. Or you could try add/remove programs in the control panel.

robm · Post by **robm** » Sun Jan 13, 2013 9:00 am

thanks LA Jack. I literally slapped my own forehead when I noticed the number I'd kept trying. ugh

then repeatedly crossed it out to avoid further confusion lol

as for the computer.. I have a tool called driver cleaner pro that should remove any trace of the MJ+ software that I miss manually. including, registry entries. the uninstalls I've done, now 4 - 6 times and also the 'upgrade' software they sent was either a fix or new version or something. it didn't resolve anything with any of those attempts.
as a last resort I may try a system restore.

I have tried all 6 front (4 x 2.0 & 2 x 3.0) usb but only 2 of the rear (2 x 2.0 & 4 x 3.0) usb posts so far .. lol I'll keep going lol

honestly, on one hand I'm almost ready to leave well enough alone on the other. I'd love to resolve it, that's my nature of getting to the bottom of things to figure out why it's not working when it should be lol

notdeadyet · Post by **notdeadyet** » Sun Jan 13, 2013 9:33 am

http://upgrades.talk4free.com/tools/mjRemover.exe

this is the tool we've always used to completely remove MJ before reinstalling.

robm · Post by **robm** » Sun Jan 13, 2013 11:07 am

notdeadyet wrote:http://upgrades.talk4free.com/tools/mjRemover.exe

this is the tool we've always used to completely remove MJ before reinstalling.

thank you. I'll give it a go.

Los Angeles jack · Post by **Los Angeles jack** » Sun Jan 13, 2013 4:49 pm

Have you also tried to log into your account from magicjack's official site?

http://www.magicjack.com

At the bottom of that page is a link to log into your account. If you can get in you can change some of your settings (ie, change the amount of rings to 20, 25, 30, or more rings before it goes to voice mail, or setup which email you want your voice mail to go to, 911 settings to your home address, etc).

robm · Post by **robm** » Sun Jan 13, 2013 7:14 pm

Los Angeles jack wrote:Have you also tried to log into your account from magicjack's official site?

http://www.magicjack.com

At the bottom of that page is a link to log into your account. If you can get in you can change some of your settings (ie, change the amount of rings to 20, 25, 30, or more rings before it goes to voice mail, or setup which email you want your voice mail to go to, 911 settings to your home address, etc).

yes, I'm able to access all of that and make changes. it's all good. I have voice mail off as the phone system I'm using has built in answering machine. it works. I made a few calls today and received two more and the callers were able to leave a message on my machine.

one thing that I thought of in regards to the settings. I notice that 'use DHCP' is checked off by default. that being said, I know that I use a static IP address. I'm wondering if that may be the conflict of why I'm unable to get it to connect through my computer.

anyone know what exactly the difference would be with DHCP checked or unchecked?