Error 4

[wkredd]

My MJ works fine when I first plug it in; but once it is idle for a few minutes, it loses its connection to the internet and I get a "Please connect to the Internet, and double click here [error 4]" message in the box that usually shows MJ is "Ready to call".

Double clicking usually brings a registration page asking for my e-mail and password. Supplying these does not usually get me to a Ready to call status.

Customer Service had me take down my firewalls and antivirus; but the problem keeps coming back. Problem is easily (though temporarily) fixed by unplugging and plugging MJ back in for a new Startup. BTW, Restart from Advanced Users section of the Menu does not always work.

Customer Service also said something about opening up ports on my router; but could not provide assistance with this.

Any ideas/suggestions would be greatly appreciated.

Thanks

[LikeMagic]

Are you sure it's "error 4"? Not the usual "error 3" that most folks here have seen? What's your router's model #?

[Stewart]

To see if the problem is related to your router, do a test with your PC connected directly to cable modem. You'll have to power cycle the modem for this test, and again when you reconnect the router. Verify that Internet access is working without the router, then plug in your MJ. If it doesn't fail, post router make, model, hardware version and firmware version, as well as any special settings you have made.

[wkredd]

To see if the problem is related to your router, do a test with your PC connected directly to cable modem. You'll have to power cycle the modem for this test, and again when you reconnect the router. Verify that Internet access is working without the router, then plug in your MJ. If it doesn't fail, post router make, model, hardware version and firmware version, as well as any special settings you have made.

Stewart,

Thank you for your response. I followed your suggestion and bypassed my router, power cycling both the modem and the PC. MJ failed again after being idle for a few minutes. Any other ideas?

Bill

[Stewart]

Something may be powering down after an idle period, even though MJ tries to prevent that. Try going into Control Panel, Power Options, and temporarily setting Turn off monitor, Turn off hard disks, System standby, and System hibernates to Never. There also may be power management options in your BIOS specifically for USB; try disabling those. If you have a software firewall other than Windows firewall, try disabling that (yes, I know you already tried that but perhaps it reenabled itself unexpectedly). (For security, don't disable the firewall and bypass router at the same time.)

If no luck, see if it fails while on a call (if you call 415-421-0020, which plays a loud tone for 9 seconds out of every 10, it should stay up for at least an hour).
If not, then see if it fails when MJ is idle but there is other activity on the computer (interacting with some application).
If not, see if it fails when there is only passive activity on the computer, e.g. playing a DVD, CD, etc.

Does the MJ blue light go out when it fails?

[wkredd]

Something may be powering down after an idle period, even though MJ tries to prevent that. Try going into Control Panel, Power Options, and temporarily setting Turn off monitor, Turn off hard disks, System standby, and System hibernates to Never. There also may be power management options in your BIOS specifically for USB; try disabling those. If you have a software firewall other than Windows firewall, try disabling that (yes, I know you already tried that but perhaps it reenabled itself unexpectedly). (For security, don't disable the firewall and bypass router at the same time.)

If no luck, see if it fails while on a call (if you call 415-421-0020, which plays a loud tone for 9 seconds out of every 10, it should stay up for at least an hour).
If not, then see if it fails when MJ is idle but there is other activity on the computer (interacting with some application).
If not, see if it fails when there is only passive activity on the computer, e.g. playing a DVD, CD, etc.

Does the MJ blue light go out when it fails?

Hello Stewart,

Sorry for not responding sooner. Been too busy with other matters.

I tried your Power Options suggestions; but did not have any success. I do not know how to check the power management options in my BIOS; but I have other devices (webcam, ActiveSync) that sit idle while connected . As far as I can tell, there is no activity on the computer which would cause MJ to fail. It fails both while I am actively using the computer and while it is just left alone.

I tried to call the 415 number; but it would not go through (though other numbers would go through). My son did use the device one day on a call that lasted over 1 hour without interuption; but the device disconnected within minutes of completing that call.

The blue light does NOT go out when it fails.

Is there anything else I can try?

Bill

[goitalone]

I get the same error..the MJ only worked ONE TIME and then it quit working...I am on Vista SP1.

I'll try it on XP later on, but I am beginning to think we have all been had...Dans blog that I was reading a few days ago has been deleted, the chat support has vanished, and my MJ doesn't work worth crap.

I tried calling my MJ number and the voice mail doesn't even work...what a buncha BS!!!!!

[Stewart]

Is there anything else I can try?

Open a command prompt and start a

Code: Select all

ping -t yahoo.com

Then, don't touch the PC for a while. If the ping stops working when MJ dies, report what error it gives, and repeat the ping test with MJ unplugged, to see if it will still fail. If the ping prevents MJ from dying, we can look for a firewall issue, etc. If the ping continues to work, perhaps it's a hardware defect; can you try MJ in another computer?

[wkredd]

Is there anything else I can try?

Open a command prompt and start a

Code: Select all

ping -t yahoo.com

Then, don't touch the PC for a while. If the ping stops working when MJ dies, report what error it gives, and repeat the ping test with MJ unplugged, to see if it will still fail. If the ping prevents MJ from dying, we can look for a firewall issue, etc. If the ping continues to work, perhaps it's a hardware defect; can you try MJ in another computer?

Stewart, Thanks again for all your help. I did not need to try your latest suggestion. Turns out my Security Suite (F-Secure, through Charter (ISP)) was not operating correctly (no auto-scans since December). Once I uninstalled and re-installed the Security Suite, MJ has been up and running without fail.

Thanks again for trying to help. Maybe this will serve if others have a similar problem.

[alle46]

I have had this problem for the last week or so. But seems the problem started after installing a new ver of Symantec AV. I disabled some security around products that I don’t uses such as lotus notes etc yesterday and it seems like my Mj has been up for a good few hours. I am still monitoring it. It is however troubling that there is no official fix for these problems. Why should AV or any program be able to kick out MJ. The Mj device needs to be able to work independently of OS software or some OS software giant can keep kicking it out making the use of the device not worth the effort.

[alle46]

The problem of the internet connection resurfaced today. I am running Vista and Symantec AV 10.2. I would appreciate any help I can get with getting this problem solved.