weak outbound audio masked by heavy buzz/static

Stevepfaff · Post by **Stevepfaff** » Wed Jun 04, 2008 3:08 pm

Using the phone, (GE two line, Uniden two line, and uniden one line), I can make calls fine but the far end of the coversation hears buzzing/static that all but masks my voice. I tried calling myself on my cell and can make out my voice, but the buzzing is just too overpowering for comfort.

Using the headset works fine. (although outbound voice is a little weak).

I've tried this on:
a laptop running XP Pro SP2 connected wirelessly to my network
desktop wired to the network XP MediaCenter Edition SP2
and a completely different location running XP Pro SP2

Mine used Comcast through a Cisco UBR924 router.
The other location was through Verizon DSL, Did not have access to the router.

Have applied the updates and suggestions that I have read here.

Incoming sound quality is excellent its outbound that is poor when used through the Phone.

I suspect a bad MJ, ... No?

HolmanGT · Post by **HolmanGT** » Wed Jun 04, 2008 4:04 pm

Stevepfaff,

I suspect a defective MJ also, but do one test if you have not already tried it - turn off your cell phone, move the MJ to a different location with or move any power wiring away from it. The MJ units are not the shielded very well.

You also might try turning off your wireless router radio and try a wired phone if you happen to have one laying around.

Considering the lack of adequate shielding I am amazed that the MJ units don't have more problems with noise pick up, actually I am not sure how they passed FCC certification concerning radiation (not to humans but to surrounding equipment).

I tell you this they are also extremely sensitive to static. If I walk across the carpet with some of these Made in Chine Wal-Mart sandals with the two inch thick rubber soles and touch the body of the MJ it is an instant static induced reboot.

I am really suggesting these tests before you have to walk the hot coals of the MagicJack Tech Support Chat group.

Stevepfaff · Post by **Stevepfaff** » Wed Jun 04, 2008 4:37 pm

HolmanGT wrote:Stevepfaff,

You also might try turning off your wireless router radio and try a wired phone if you happen to have one laying around.

The second location I tried this in fit that bill. No wireless or cellphones and the USB port was on the front of the PC.

holmanGT wrote:I am really suggesting these tests before you have to walk the hot coals of the MagicJack Tech Support Chat group.

Already experienced this,... I'll have to go through it again to arrange the exchange.

Thanks for your input.

Stevepfaff · Post by **Stevepfaff** » Wed Jun 04, 2008 5:41 pm

As an update:

The chat session was even worse, (I mean WORSE!!!), than the first one. They insist that the MJ is fine, and then promptly referred this to an engineer. I will be responded to within 2 days.

Stewart · Post by **Stewart** » Wed Jun 04, 2008 7:29 pm

Steve,

Download and install this test program: http://tjnet.com/software/download/voip ... up1313.exe

Kill the MJ app with Task Manager, then start the test. Click the Audio Test button and follow instructions. If you don't hear the buzz on the test, there may be an issue with interference between wireless LAN and cordless phone (the test is purely local and does not use the Internet). Assuming that you do have buzz:

Start from the most conservative setup, which is a line-powered corded phone, connected alone to the MJ using a cord no longer than 10 feet (no house wiring). If the GE two line is corded, temporarily disconnect the line cord for the other line. If you still have buzz, try the test on the laptop, running on batteries. If that still buzzes, the MJ is indeed probably defective. (There might be noise on the USB port, but you have already tested with other computers, so we'll assume that's not the issue.)

If you find a setup with satisfactory volume and no buzz, go back to a useful configuration (cordless, multiline, etc.) one step at a time and see when the trouble starts; there may be a way to resolve it.

Stevepfaff · Post by **Stevepfaff** » Wed Jun 04, 2008 8:28 pm

Thank you Stewart.

Ran the app with MagicJack.exe terminated. I used the GE two line phone,(with only the MJ connected), on both my wired desktop and wireless laptop.
Ran the audio test and the buzzing was still there. The laptop was running both on and off battery.

Can you think of anything else?... I'm all ears, I'd love for this to work, (inept tech support asside

).

Thanks again

Stewart · Post by **Stewart** » Wed Jun 04, 2008 8:37 pm

Is the GE two line phone corded? If so, did you try with only one line (the MJ) connected, and with it not connected to AC power? If it's a cordless phone, what frequency band(s) does it use? Did you disconnect the other line from the base?

HolmanGT · Post by **HolmanGT** » Wed Jun 04, 2008 8:38 pm

Steve,

Are you using the 6" USB cable that came with, if you are give it a try without.

PS - intense buzzing in a phone system can be cause by bad wiring and all it takes is for one wire to touch ground and imbalance the the loop and it will pick up 60 Hz noise - a lot of noise!

Stevepfaff · Post by **Stevepfaff** » Wed Jun 04, 2008 8:51 pm

Stewart wrote:Is the GE two line phone corded? If so, did you try with only one line (the MJ) connected, and with it not connected to AC power? If it's a cordless phone, what frequency band(s) does it use? Did you disconnect the other line from the base?

Disconnected ac power, and repeated, no dice.
Yes it is a corded phone.

EDIT: I forgot to mention, I did connect only the MJ, and the other line was not connected.
The other 2-line phone is a Uniden 2.4 Ghz EXI3226.
The GE Pro Series 2-line phone, is marked on the back as a Thompson Consumer Electronics Model: 2-9438A

HolmanGT wrote:Are you using the 6" USB cable that came with, if you are give it a try without.

Tried it with and without.

Stevepfaff · Post by **Stevepfaff** » Thu Jun 05, 2008 10:45 am

Well I guess the ideas are exausted

Thank you very much for your attempts,.. I'll post back when I have more information.

Again, thankyou Stewart and HolmanGT

HolmanGT · Post by **HolmanGT** » Thu Jun 05, 2008 3:17 pm

Stevepfaff,

Can you take it to someone else's house and use their phone and computer that would be the ultimate test. if it follows there is no doubt that you MJ is Kaput.

Stevepfaff · Post by **Stevepfaff** » Thu Jun 05, 2008 4:15 pm

HolmanGT wrote:Stevepfaff,

Can you take it to someone else's house and use their phone and computer that would be the ultimate test. if it follows there is no doubt that you MJ is Kaput.

That was the second network I mentioned in the original post. They used Verizon, I use Comcast. They were purely wired and had a corded phone. I experienced exactly the same symptoms, right down to the "tone" of the buzz

HolmanGT · Post by **HolmanGT** » Thu Jun 05, 2008 4:25 pm

Stevepfaff,

Sorry I missed that, hate to waste your time. But knowing that leaves little doubt in my mind that your MJ is "Belly-Up" and needs to be replaced.

Stevepfaff · Post by **Stevepfaff** » Thu Jun 05, 2008 6:46 pm

HolmanGT wrote:Stevepfaff,

Sorry I missed that, hate to waste your time.

Anybody trying to help me is never wasting my time.

Thanks Again.

Now if only that engineer would contact me...

Stevepfaff · Post by **Stevepfaff** » Fri Jun 06, 2008 7:52 pm

Engineer never back.contacted me,... I don't think they exist.

I initiated chat again, roughly four lines in chat later I was escalated, and within the couple of lines after that:

Partial MJ Chat Support Session wrote: Chat InformationYou are now chatting with 'Therese'

Therese: Hello.

Steve: hello

Therese: Ok. I will provide you are replacement.

Therese: Please hang on.

Therese: 'TS0*******'

Therese: That is your sales order number for your replacement.

Therese: Please wait for the email confirmation 24-48 hours

Therese: Is there anything else I may help you with today?

Why couldn't they have done that 2 days ago

Awaiting the replacement.

BTW: for those interested in the complete chat session click below, (WARNING: It's rather long)
[spoil]
[align=left]Please wait for a site operator to respond.

You are now chatting with 'Lira'

Lira: Hello, how may I help you?

Steve: I'm getting an "Error 3", what is this?

Lira: Please visit on the link below to Run Upgrade:

Lira: http://upgrades.magicjack.com/upgrade/upgrade.exe

Lira: Please unplug your magicJack for 15 seconds and plug it back in after running the upgrade.

Steve: Did this last night,... it did not work.

Lira: Please do run the upgrade Steve and inform me after doing so.

Steve: There is a newer upgrade between last night and now?

Lira: None. However, it is required to run the upgrade.

Steve: Which I did...

Lira: Click Start tab and open your control panel... Go to internet options.. under privacy tab.. Slide the bar down to "allow all cookies" under security tab click on

"trusted sites" then click the "sites" button.. Type the following address into the text bar.. reg.talk4free.com click the "add" button.. Now type in the following

address.. my.magicjack.com and click "add". Uncheck the box at bottom left of window that says "require server verification..." click "ok" then click "apply" close the

internet options. Unplug the magic jack and plug it back into a different usb port.

Steve: Just to be clear, "Magicfix" includes the upgrade?

Lira: No.

Steve: OK then I did NOT apply the upgrade :^),... sorry. I'll do this first and chat back.

Lira: Please do the configuration and inform me after doing so.

Steve: Am doing it as we tyoe,... Nope still "Error 3". What is this error anyway,... it would be helpful for me to know.

Lira: This can be regarding your Internet connection. However, we have to do some fixes for it for us to resolve this issue.

Lira: May I know if you were able to add the addresses Steve?

Steve: Modified the security settings and swapped usb ports as you asked. Still "Error 3". This was happening last night also. But when I click Menu:

advanced:restart... The error cleared, but then returned after attempting a call.

Steve: Currently, trying the restart option, does not clear the error.

Lira: Please unplug your magicJack Steve.

Steve: unplugged

Lira: Okay.

Lira: Please wait while I check that for you.

Steve: stepping away for about 5 minutes...

Lira: One moment please...

Lira: Please do plug in your magicJack now into a different USB port Steve.

Steve: OK "Error 3" is gone.

Steve: I'm am now back very clear voice quality on my end, but I cannot be heard on the other end.

Lira: On your magicJack, click menu and volume/headset control. Can you toggle between telephone and headset there?

Steve: I can switch to headset, BUT I do not have one.

Steve: Sometimes I can be heard, but they tell me I am nearly unintelligable. This is from two different phones.

Lira: May I know if it is set to telephone now?

Steve: It is set to telephone

Lira: Okay.

Lira: One moment please...

Lira: Please unplug your magicJack. Now go to "Start" in Windows and click on "run".

Lira: In there write regedit and press enter.

Lira: Now click on + sign next to HKEY_LOCAL MACHINE.

Lira: Click on + sign next to SYSTEM

Lira: Click on + sign next to CurrentControlSet

Lira: Click on + sign next to Enum

Steve: I just tried to call myself on my cellphone, (don't know why I didn't think of this sooner), I can hear my voice fully, but it is at a very low level, and masked by a

heavy buzzing/hissing sound. The incoming voice quality, (from the magicjack), is very clear.

Steve: Also you seem to have not included the registry key you are interested in.

Lira: Please go to menu on your magicJack, click headset/volume control and lower the volume for both microphone and speakers to about 1/3 of max.

Steve: I plugged the magicjack back in, and checked those settings. They were at about 1/3 of MINIMUM. I reset them to 1/3 of MAXIMUM. This resulted in outbound

voice quality being still unbroken but distorted. Still at a low level and masked by that Heavy buzzing/hissing sound.

Steve: What happended to the registry check you were doing?

Lira: Please unplug your magicJack. Now go to "Start" in Windows and click on "run".

Lira: In there write regedit and press enter.

Lira: Now click on + sign next to HKEY_LOCAL MACHINE.

Lira: Click on + sign next to SYSTEM

Lira: Click on + sign next to CurrentControlSet

Lira: Click on + sign next to Enum

Lira: Now find folder called USB. Right click on that and click on "Permissions". In permissions click on the check mark called "Allow" to the right of "Full Control".

Lira: Click Ok.

Lira: Now click on + sign next to USB and then find the two folders called "Vid1307", right click on one at a time and select delete.

Lira: Now click on - Sign next to USB.

Lira: Right click on Folder called USBSTOR and allow permissions.

Lira: Now click on + sign next to USBSTOR.

Lira: Find the folders called "CdRom&Ven_YMAX&Prod_MagicJack&Rev" and "Disk&Ven_YMAX&Prod_MagicJack&Rev"

Lira: Right click on those one at a time and delete them.

Lira: Now exit Regedit and then plug your magicJack in.

Steve: The Folder "Vid1307" did not exist, everythink else is as you typed.

Lira: Please do proceed on the next steps.

Steve: done

Lira: May I know if you were able to delete "CdRom&Ven_YMAX&Prod_MagicJack&Rev" and "Disk&Ven_YMAX&Prod_MagicJack&Rev"?

Steve: I had done what you asked, I was simply informing you of the absence of one of the keys you specified.

Lira: Okay.

Lira: Please do try to check you audio again.

Steve: No change

Lira: Please do visit this link and run the speed test: www.speedtest.net

Steve: 906kb up 5924 down

Lira: I see.

Lira: Click Start

Lira: Click Control Panel

Lira: If your Control Panel is in Category View, double-click Sounds, Speech and Audio Devices

Lira: If not, double Click on Sounds and Audio Devices

Lira: Click the Audio tab (the middle one)

Lira: Under both Sound Playback and Sound Recording, select your default audio device (the one you want to use) from the drop down menu

Lira: note:* Never select Tigerjet as your default device

Lira: Click the box labeled Use Only Default Device" (located in the bottom left corner of the window)

Lira: Click Apply and OK

Steve: I am now back to "error 3" and cannot make test calls.

Lira: Please wait while I check that for you.

Steve: What is the description for "error 3"?

Lira: This error is likely due to firewall configuration in the user’s environment.

Steve: I am sceptical of that. I am a network consultant by profession.

Steve: My firewall is not blocking this, and there is nothing in the logs.

Steve: This has the feel of a bad jack. The heavy noise suggests this.

Steve: I am still curious as to exactly what the meaning of "error 3" is?

Lira: Please go to control panel then click on Network connections. In there right click on your wireless/LAN connection and select properties, scroll down to Internet

Protocol (TCP/IP) click it the click on properties. In there check the little circle that says use the following DNS Server address. In preffered DNS Address write in:

67.106.133.212 then click ok, and ok. Now restart your magicJack.

Steve: Now I have "error 4"

There may be a problem communicating with Lira. Please wait while your chat is transferred to another operator.

You are now chatting with 'Charles'

Charles: Hello, how may I help you?

Steve: I was just on chat with Lira, for a looonnng time and became disconnected. Can you review her history? or shall I cut and paste what I have on the screen?

Charles: Please wait while I check that for you

Please wait while I transfer the chat to 'Lira'.

You are now chatting with 'Lira'

Lira: Hello, how may I help you?

Steve: This is Steve again, I now have "Error 4"

Lira: Okay.

Lira: One moment please...

Lira: Thank you Steve.

Steve: Could you cut and paste the definitions for errors 3 and 4 for me please.

Lira: Please do run the upgrade again Steve.

Steve: I just set my DNS servers back to what they were as the one you provided is down. And thus could not run the upgrade again. After the change I was able to

run the upgrade and am now back to error 3. Could you please cut and paste the meaning of errors 3 and 4 for me so that I may be able to help here.

Steve: The DNS server you provided was 67.106.133.212 right?

Lira: Yes.

Steve: I must stop this process for today. Is there a way of continuing this at a later date? And could I please get the cut and pasted meanings of those errors please?

Lira: Error 3- "failNoResponseFromServer - the phone is not receiving responses from ENTICE. This error is likely due to firewall configuration in the user’s

environment. In the short-term it could mean that ENTICE in Nashville is down, but soon all sites will be available, making it very unlikely a phone will be unable to

find a server that does not respond.

Lira: Error 4- "failDNSResolutionError" - a DNS lookup error. This is most likely a problem with their ISP DNS server(s).

Lira: If you are behind a network/external firewall or router, please open the following ports: magicJack uses ports UDP 5060-5070, TCP 80 and TCP 443.

Steve: In the mean time I will try another physical location to try the jack from. However I do suspect that the situation will be unchanged. This is either a bad jack,

server trouble on your end or something up with my firewall/router config. The later is unlikely as I examined them before setting up this chat with you.

Steve: Prior to the DNS switch back I disabled my firewall, it is still disabled, and our trouble remains.

Lira: Okay.

Lira: Please do chat us back Steve.

Steve: Will I be able to pickup where we left off?

Lira: Please just ask the person assisting you to read your chat history. You may also look for me if you want to.

Steve: Thanks, Lira... I'll do that.... :^)

Steve: bye

Lira: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I

provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

***************************************************************************************************************************************
SESSION TWO on 6/4/08 ending 5:30pm*****************************************************************************************
***************************************************************************************************************************************
Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Evert'

Evert: Hello, how may I help you?

Steve: Hi, Evert. I've already chatted with Lira. Can you review her notes or switch me to her?

Evert: We apologize but Lira is not here for this time, and I cannot review your previous chat.

Evert: May I know the exact nature of your problem with full details please?

Steve: I can paste the contents of it here for you, however, I am having outbound communication noise issues when using the phone only.

Evert: Okay. so your problem is that you have bad quality of audio, right?

Steve: outbound and on phone only,... yes

Steve: headset works fine

Evert: Okay. How about incoming calls?

Steve: Have not recieved any yet

Evert: Okay.

Evert: On your magicJack, click menu and volume/headset control. Can you toggle between telephone and headset there?

Steve: yes, thats how I know the headset works well and the phone does not

Evert: Okay. please try to use another phone please.

Steve: I have tried 4 different phones and two different physical networks,... it is the same on all

Evert: But, with your heaset, it works fine ,right?

Steve: Yes

Evert: Okay. Did you toggle between the phone and your headset?

Steve: yes

Evert: May I know what did you choose?

Steve: when using the headset I select "headset" and when using the phone I select "Telephone"

Evert: Okay. Please try to choose telephone and try to make a call.

Steve: I also have, intermittent "error 3"'s that I cure by restarting my PC, which is what I am doing now. However...

Evert: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Evert: http://upgrades.magicjack.com/upgrade/upgrade.exe

Steve: when I make a call using the phone, My voice is obscured by a heavy buzzing sound, it is there but nearly impossible to descern through the buzzing

Evert: Please run the upgrade please.

Steve: I have already upgraded,... multiple times

Steve: this is why I asked that you review the chat record

Evert: Please try again and unplug your magicjack and plug it again after 15 seconds. Thank you.

Steve: I have done this too

Evert: 'Please disable your firewall or any antivirus that may be running on your system and try again.

Steve: As per my conversation with Lira,... the firewall is fully disabled.

Steve: shall I paste the converrsation here

Evert: Okay. If you are behind a network/external firewall or router, please open the following ports: magicJack uses ports UDP 5061, TCP 80 and TCP 443.

Steve: I have tried this on two different physical networks, with the same results. The headset would not work if those ports were blocked

Evert: Please go to your softphone menu, click advance user and click restart.

Steve: I have done that multiple times today also...

Evert: Please go to control panel then click on Network connections. In there right click on your active Internet connection and select properties, scroll down to

Internet Protocol (TCP/IP) and click it, then click on properties.

Evert: In there check the little circle that says use the following DNS Server address. In preffered DNS Address type in: 67.90.152.122, click ok, and ok. Now restart

your magicJack by going to menu, advanced user, and restart, on your magicJack dialpad.

Steve: Lira had me do that as well.

Evert: Okay.

Evert: Please try to restart your magicmenu please.

( I TRIED TO CUT AND PASTE CHAT HISTORY HERE UNSUCESSFULLY. CHAT WINDOW REMOVES WHITE SPACE)

Steve: Sorry, That did not work as I expected...

Evert: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Jeanille'

Jeanille: Hi Steve.

Steve: Hello

Jeanille: A moment as I review your chats.

Jeanille: Thank you for holding.

Jeanille: Please do send me your complete name, email address and your magicJack number Steve.

Steve: One second while I get that...

Jeanille: Sure. Thank you.

Steve: Steve $$$$$, $pfaff@$$$$$$$.net, (609)223-####

Jeanille: Thank you Steve.

Jeanille: I will be forwarding your concern to the engineering's department to look into this issue. Please do wait for an email update within 24-48 hours from now.

Steve: I am in my trial period, Can I get another sent to me? as it appears that this one is defective

Jeanille: Steve, your unit is working fine since it do works in your softphone. Please do wait for the engineers update.

Steve: No offense, but me research with reguard to what you are asking of me, indicates that I'll never get that update. I really want this to work, but If I must

waitbeyond the end of my trial period, then that means I'll be charged and not have a functioning jack to boot.

Jeanille: Your concern will be taken actions immediately Steve. Please do wait for a maximum of 2 days.

Steve: I have tried two seperate networks and four different phones on 3 different computers. The results were identical on all. It must be the jack. No?

Jeanille: Steve, it works fine in your softphone, please do understand that the unit is good. It just have to do with your calls. Please do try to wait for our engineer's

response.

Steve: You logic is faulty, but obviously I have no choice...

Jeanille: I do understand you Steve. Please do wait.

Jeanille: Thank you for understanding.

Jeanille: Have a great day!

Jeanille: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the

service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

***************************************************************************************************************************************
SESSION THREE on 6/6/08 ending 7:15pm Duration ~2Hrs ********************************************************************
***************************************************************************************************************************************

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Maxwell'

Maxwell: Hello, how may I help you?

Steve: I'm following up on the engineer who was supposed to contact me within 2 days,... 2 days ago

Steve: my info is: Steve $$$$$, $pfaff@$$$$$$$.net, (609)223-####

Maxwell: May I know the issue please?

Steve: I have a defective MagicJack

Maxwell: May I know if the magicJack is plug now?

Steve: Jeanille, the upper level support person I last spoke to was able to review my chat history. Could you do this before we repeat a bunch of unnecessary tests,

wasting yours and my time.

Maxwell: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Therese'

Therese: Hello.

Steve: hello

Therese: Ok. I will provide you are replacement.

Therese: Please hang on.

Therese: 'TS0*******'

Therese: That is your sales order number for your replacement.

Therese: Please wait for the email confirmation 24-48 hours

Therese: Is there anything else I may help you with today?

Steve: What else must I do?

Therese: You need to return your old magicJack

Therese: you will get your new one 2-4 days

Steve: AFTER you receive the defective one?, or is it an exchange??

Therese: Exchange.,

Therese: you need to return the old one .

Steve: So when the new one arrives I ship the old one back in the box provided with the new one?

Therese: Otherwise, you will be billed twice.

Therese: Correct

Steve: Is the shipping prepaid?

Therese: Priority.

Steve: I meant the return shipping

Therese: You will pay for the shipping and handling.

Steve: Why?, and how much time is allowed for return shipping before double billing?

Therese: We will not bill you until you will not return your old one

Therese: We will not bill you until you will return your old one**

Steve: ?? could you rephrase that?

Therese: We will not charge you for the shipping and handling until you will return your old magicJack.

Therese: You are oblige for the shipping and handling.

Steve: So, I will be charged Shipping and Handling for the replacement AND the return until such time as you receive the defective unit. At that time you will refund

me the shipping I spend to send the defective unit?

Steve: I meant At that time you will refund me the shipping you spend to send the replacment unit.

Therese: Steve, all charges for the shipping and handling will be charge to you.

Steve: SO,... YOU send ME a defective unit and I am responsible to pay for it????

Therese: I understand your concern Steve. However, we will provide you a replacement and you will be the one to pay for the shipping and handling charges

Steve: How much money are we talking about?

Therese: 6.95 if standard then 13.90 if priority.

Steve: SO, If I didn't ask, you would have shipped the replacement via priority, and billed ME 13.90 as well as expect me to pay for the return of the defective unit.

Therese: Ok. So you want standard?

Steve: Was that a YES or NO?

Chat InformationThere may be a problem communicating with Therese. Please wait while your chat is transferred to another operator.

Chat InformationYou are now chatting with 'Maynard'

Steve: hello?

Maynard: Hi Steve

Steve: Could you review my chat history, I was just disconnected from Theresa with an open question

Maynard: Let me read your chat with Therese.

Maynard: ye

Maynard: Thank you for patiently waiting Steve.

Maynard: I have reviewed your history including your conversation with Jeanille and she also told me that she had your request forwarded.

Maynard: I also noticed that Therese issued you a replacement.

Maynard: Please wait for the email that will be sent to you about your replacement.

Steve: She did, But I have questions about the shipping charges, there should be none

Maynard: Yes, there's no shipping charges for the replacement.

Steve: She was telling me there were

Maynard: She meant that one that you are going to return Steve.

Maynard: You are responsible for that.

Steve: I just recieved the email message,... it looks like a copy of a bill for 39.95...

Maynard: That will not be charge when you have returned the magicjack and we receive it.

Steve: never mind,... Sorry,... I just noticed that the charge kicks in if I don't return within 30 days..

Maynard: Yes Steve

Maynard: Thank you for your patience and sorry if we created confusions on your mind.

Steve: Why do I even have to pay the return,... This hardly seems fair. It wasn't my fault you shipped a defective part.

Maynard: Please refer to our Terms of Service

Steve: Thanks, Maynard,... Although that last post of yours was something of a copout, you were at least more clear than the rest. You have probably read this

before, but this chat support is horrible and is in need of some work. If it were not for the low cost of service and the promise this provides I would have dropped you

guys almost at day one.

Maynard: I understand you Steve and I appreciate your kind consideration.

Maynard: Anything else I may help you with?

Steve: No, for now this is all. Good night or day where ever you are.

Maynard: Have a wonderful night Steve.

Maynard: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the

service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!
[/align]
[/spoil]

mrjlturner · Post by **mrjlturner** » Tue Jun 10, 2008 6:15 pm

Steve,

Have you received your replacement? If not, did you ever try a wired headset or bluetooth headset tethered to the pc that your MJ is plugged into?

I just got mine today, and have made several test calls with no issues, YET...

I look forward to being a part of this forum

Thanks!

jt

Stevepfaff wrote:Engineer never back.contacted me,... I don't think they exist.
I initiated chat again, roughly four lines in chat later I was escalated, and within the couple of lines after that:
Partial MJ Chat Support Session wrote: Chat InformationYou are now chatting with 'Therese'

Therese: Hello.

Steve: hello

Therese: Ok. I will provide you are replacement.

Therese: Please hang on.

Therese: 'TS0*******'

Therese: That is your sales order number for your replacement.

Therese: Please wait for the email confirmation 24-48 hours

Therese: Is there anything else I may help you with today?
Why couldn't they have done that 2 days ago

Awaiting the replacement.

BTW: for those interested in the complete chat session click below, (WARNING: It's rather long)
[spoil]
[align=left]Please wait for a site operator to respond.

You are now chatting with 'Lira'

Lira: Hello, how may I help you?

Steve: I'm getting an "Error 3", what is this?

Lira: Please visit on the link below to Run Upgrade:

Lira: http://upgrades.magicjack.com/upgrade/upgrade.exe

Lira: Please unplug your magicJack for 15 seconds and plug it back in after running the upgrade.

Steve: Did this last night,... it did not work.

Lira: Please do run the upgrade Steve and inform me after doing so.

Steve: There is a newer upgrade between last night and now?

Lira: None. However, it is required to run the upgrade.

Steve: Which I did...

Lira: Click Start tab and open your control panel... Go to internet options.. under privacy tab.. Slide the bar down to "allow all cookies" under security tab click on

"trusted sites" then click the "sites" button.. Type the following address into the text bar.. reg.talk4free.com click the "add" button.. Now type in the following

address.. my.magicjack.com and click "add". Uncheck the box at bottom left of window that says "require server verification..." click "ok" then click "apply" close the

internet options. Unplug the magic jack and plug it back into a different usb port.

Steve: Just to be clear, "Magicfix" includes the upgrade?

Lira: No.

Steve: OK then I did NOT apply the upgrade :^),... sorry. I'll do this first and chat back.

Lira: Please do the configuration and inform me after doing so.

Steve: Am doing it as we tyoe,... Nope still "Error 3". What is this error anyway,... it would be helpful for me to know.

Lira: This can be regarding your Internet connection. However, we have to do some fixes for it for us to resolve this issue.

Lira: May I know if you were able to add the addresses Steve?

Steve: Modified the security settings and swapped usb ports as you asked. Still "Error 3". This was happening last night also. But when I click Menu:

advanced:restart... The error cleared, but then returned after attempting a call.

Steve: Currently, trying the restart option, does not clear the error.

Lira: Please unplug your magicJack Steve.

Steve: unplugged

Lira: Okay.

Lira: Please wait while I check that for you.

Steve: stepping away for about 5 minutes...

Lira: One moment please...

Lira: Please do plug in your magicJack now into a different USB port Steve.

Steve: OK "Error 3" is gone.

Steve: I'm am now back very clear voice quality on my end, but I cannot be heard on the other end.

Lira: On your magicJack, click menu and volume/headset control. Can you toggle between telephone and headset there?

Steve: I can switch to headset, BUT I do not have one.

Steve: Sometimes I can be heard, but they tell me I am nearly unintelligable. This is from two different phones.

Lira: May I know if it is set to telephone now?

Steve: It is set to telephone

Lira: Okay.

Lira: One moment please...

Lira: Please unplug your magicJack. Now go to "Start" in Windows and click on "run".

Lira: In there write regedit and press enter.

Lira: Now click on + sign next to HKEY_LOCAL MACHINE.

Lira: Click on + sign next to SYSTEM

Lira: Click on + sign next to CurrentControlSet

Lira: Click on + sign next to Enum

Steve: I just tried to call myself on my cellphone, (don't know why I didn't think of this sooner), I can hear my voice fully, but it is at a very low level, and masked by a

heavy buzzing/hissing sound. The incoming voice quality, (from the magicjack), is very clear.

Steve: Also you seem to have not included the registry key you are interested in.

Lira: Please go to menu on your magicJack, click headset/volume control and lower the volume for both microphone and speakers to about 1/3 of max.

Steve: I plugged the magicjack back in, and checked those settings. They were at about 1/3 of MINIMUM. I reset them to 1/3 of MAXIMUM. This resulted in outbound

voice quality being still unbroken but distorted. Still at a low level and masked by that Heavy buzzing/hissing sound.

Steve: What happended to the registry check you were doing?

Lira: Please unplug your magicJack. Now go to "Start" in Windows and click on "run".

Lira: In there write regedit and press enter.

Lira: Now click on + sign next to HKEY_LOCAL MACHINE.

Lira: Click on + sign next to SYSTEM

Lira: Click on + sign next to CurrentControlSet

Lira: Click on + sign next to Enum

Lira: Now find folder called USB. Right click on that and click on "Permissions". In permissions click on the check mark called "Allow" to the right of "Full Control".

Lira: Click Ok.

Lira: Now click on + sign next to USB and then find the two folders called "Vid1307", right click on one at a time and select delete.

Lira: Now click on - Sign next to USB.

Lira: Right click on Folder called USBSTOR and allow permissions.

Lira: Now click on + sign next to USBSTOR.

Lira: Find the folders called "CdRom&Ven_YMAX&Prod_MagicJack&Rev" and "Disk&Ven_YMAX&Prod_MagicJack&Rev"

Lira: Right click on those one at a time and delete them.

Lira: Now exit Regedit and then plug your magicJack in.

Steve: The Folder "Vid1307" did not exist, everythink else is as you typed.

Lira: Please do proceed on the next steps.

Steve: done

Lira: May I know if you were able to delete "CdRom&Ven_YMAX&Prod_MagicJack&Rev" and "Disk&Ven_YMAX&Prod_MagicJack&Rev"?

Steve: I had done what you asked, I was simply informing you of the absence of one of the keys you specified.

Lira: Okay.

Lira: Please do try to check you audio again.

Steve: No change

Lira: Please do visit this link and run the speed test: www.speedtest.net

Steve: 906kb up 5924 down

Lira: I see.

Lira: Click Start

Lira: Click Control Panel

Lira: If your Control Panel is in Category View, double-click Sounds, Speech and Audio Devices

Lira: If not, double Click on Sounds and Audio Devices

Lira: Click the Audio tab (the middle one)

Lira: Under both Sound Playback and Sound Recording, select your default audio device (the one you want to use) from the drop down menu

Lira: note:* Never select Tigerjet as your default device

Lira: Click the box labeled Use Only Default Device" (located in the bottom left corner of the window)

Lira: Click Apply and OK

Steve: I am now back to "error 3" and cannot make test calls.

Lira: Please wait while I check that for you.

Steve: What is the description for "error 3"?

Lira: This error is likely due to firewall configuration in the user’s environment.

Steve: I am sceptical of that. I am a network consultant by profession.

Steve: My firewall is not blocking this, and there is nothing in the logs.

Steve: This has the feel of a bad jack. The heavy noise suggests this.

Steve: I am still curious as to exactly what the meaning of "error 3" is?

Lira: Please go to control panel then click on Network connections. In there right click on your wireless/LAN connection and select properties, scroll down to Internet

Protocol (TCP/IP) click it the click on properties. In there check the little circle that says use the following DNS Server address. In preffered DNS Address write in:

67.106.133.212 then click ok, and ok. Now restart your magicJack.

Steve: Now I have "error 4"

There may be a problem communicating with Lira. Please wait while your chat is transferred to another operator.

You are now chatting with 'Charles'

Charles: Hello, how may I help you?

Steve: I was just on chat with Lira, for a looonnng time and became disconnected. Can you review her history? or shall I cut and paste what I have on the screen?

Charles: Please wait while I check that for you

Please wait while I transfer the chat to 'Lira'.

You are now chatting with 'Lira'

Lira: Hello, how may I help you?

Steve: This is Steve again, I now have "Error 4"

Lira: Okay.

Lira: One moment please...

Lira: Thank you Steve.

Steve: Could you cut and paste the definitions for errors 3 and 4 for me please.

Lira: Please do run the upgrade again Steve.

Steve: I just set my DNS servers back to what they were as the one you provided is down. And thus could not run the upgrade again. After the change I was able to

run the upgrade and am now back to error 3. Could you please cut and paste the meaning of errors 3 and 4 for me so that I may be able to help here.

Steve: The DNS server you provided was 67.106.133.212 right?

Lira: Yes.

Steve: I must stop this process for today. Is there a way of continuing this at a later date? And could I please get the cut and pasted meanings of those errors please?

Lira: Error 3- "failNoResponseFromServer - the phone is not receiving responses from ENTICE. This error is likely due to firewall configuration in the user’s

environment. In the short-term it could mean that ENTICE in Nashville is down, but soon all sites will be available, making it very unlikely a phone will be unable to

find a server that does not respond.

Lira: Error 4- "failDNSResolutionError" - a DNS lookup error. This is most likely a problem with their ISP DNS server(s).

Lira: If you are behind a network/external firewall or router, please open the following ports: magicJack uses ports UDP 5060-5070, TCP 80 and TCP 443.

Steve: In the mean time I will try another physical location to try the jack from. However I do suspect that the situation will be unchanged. This is either a bad jack,

server trouble on your end or something up with my firewall/router config. The later is unlikely as I examined them before setting up this chat with you.

Steve: Prior to the DNS switch back I disabled my firewall, it is still disabled, and our trouble remains.

Lira: Okay.

Lira: Please do chat us back Steve.

Steve: Will I be able to pickup where we left off?

Lira: Please just ask the person assisting you to read your chat history. You may also look for me if you want to.

Steve: Thanks, Lira... I'll do that.... :^)

Steve: bye

Lira: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I

provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

***************************************************************************************************************************************
SESSION TWO on 6/4/08 ending 5:30pm*****************************************************************************************
***************************************************************************************************************************************
Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Evert'

Evert: Hello, how may I help you?

Steve: Hi, Evert. I've already chatted with Lira. Can you review her notes or switch me to her?

Evert: We apologize but Lira is not here for this time, and I cannot review your previous chat.

Evert: May I know the exact nature of your problem with full details please?

Steve: I can paste the contents of it here for you, however, I am having outbound communication noise issues when using the phone only.

Evert: Okay. so your problem is that you have bad quality of audio, right?

Steve: outbound and on phone only,... yes

Steve: headset works fine

Evert: Okay. How about incoming calls?

Steve: Have not recieved any yet

Evert: Okay.

Evert: On your magicJack, click menu and volume/headset control. Can you toggle between telephone and headset there?

Steve: yes, thats how I know the headset works well and the phone does not

Evert: Okay. please try to use another phone please.

Steve: I have tried 4 different phones and two different physical networks,... it is the same on all

Evert: But, with your heaset, it works fine ,right?

Steve: Yes

Evert: Okay. Did you toggle between the phone and your headset?

Steve: yes

Evert: May I know what did you choose?

Steve: when using the headset I select "headset" and when using the phone I select "Telephone"

Evert: Okay. Please try to choose telephone and try to make a call.

Steve: I also have, intermittent "error 3"'s that I cure by restarting my PC, which is what I am doing now. However...

Evert: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):

Evert: http://upgrades.magicjack.com/upgrade/upgrade.exe

Steve: when I make a call using the phone, My voice is obscured by a heavy buzzing sound, it is there but nearly impossible to descern through the buzzing

Evert: Please run the upgrade please.

Steve: I have already upgraded,... multiple times

Steve: this is why I asked that you review the chat record

Evert: Please try again and unplug your magicjack and plug it again after 15 seconds. Thank you.

Steve: I have done this too

Evert: 'Please disable your firewall or any antivirus that may be running on your system and try again.

Steve: As per my conversation with Lira,... the firewall is fully disabled.

Steve: shall I paste the converrsation here

Evert: Okay. If you are behind a network/external firewall or router, please open the following ports: magicJack uses ports UDP 5061, TCP 80 and TCP 443.

Steve: I have tried this on two different physical networks, with the same results. The headset would not work if those ports were blocked

Evert: Please go to your softphone menu, click advance user and click restart.

Steve: I have done that multiple times today also...

Evert: Please go to control panel then click on Network connections. In there right click on your active Internet connection and select properties, scroll down to

Internet Protocol (TCP/IP) and click it, then click on properties.

Evert: In there check the little circle that says use the following DNS Server address. In preffered DNS Address type in: 67.90.152.122, click ok, and ok. Now restart

your magicJack by going to menu, advanced user, and restart, on your magicJack dialpad.

Steve: Lira had me do that as well.

Evert: Okay.

Evert: Please try to restart your magicmenu please.

( I TRIED TO CUT AND PASTE CHAT HISTORY HERE UNSUCESSFULLY. CHAT WINDOW REMOVES WHITE SPACE)

Steve: Sorry, That did not work as I expected...

Evert: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Jeanille'

Jeanille: Hi Steve.

Steve: Hello

Jeanille: A moment as I review your chats.

Jeanille: Thank you for holding.

Jeanille: Please do send me your complete name, email address and your magicJack number Steve.

Steve: One second while I get that...

Jeanille: Sure. Thank you.

Steve: Steve $$$$$, $pfaff@$$$$$$$.net, (609)223-####

Jeanille: Thank you Steve.

Jeanille: I will be forwarding your concern to the engineering's department to look into this issue. Please do wait for an email update within 24-48 hours from now.

Steve: I am in my trial period, Can I get another sent to me? as it appears that this one is defective

Jeanille: Steve, your unit is working fine since it do works in your softphone. Please do wait for the engineers update.

Steve: No offense, but me research with reguard to what you are asking of me, indicates that I'll never get that update. I really want this to work, but If I must

waitbeyond the end of my trial period, then that means I'll be charged and not have a functioning jack to boot.

Jeanille: Your concern will be taken actions immediately Steve. Please do wait for a maximum of 2 days.

Steve: I have tried two seperate networks and four different phones on 3 different computers. The results were identical on all. It must be the jack. No?

Jeanille: Steve, it works fine in your softphone, please do understand that the unit is good. It just have to do with your calls. Please do try to wait for our engineer's

response.

Steve: You logic is faulty, but obviously I have no choice...

Jeanille: I do understand you Steve. Please do wait.

Jeanille: Thank you for understanding.

Jeanille: Have a great day!

Jeanille: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the

service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

***************************************************************************************************************************************
SESSION THREE on 6/6/08 ending 7:15pm Duration ~2Hrs ********************************************************************
***************************************************************************************************************************************

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Maxwell'

Maxwell: Hello, how may I help you?

Steve: I'm following up on the engineer who was supposed to contact me within 2 days,... 2 days ago

Steve: my info is: Steve $$$$$, $pfaff@$$$$$$$.net, (609)223-####

Maxwell: May I know the issue please?

Steve: I have a defective MagicJack

Maxwell: May I know if the magicJack is plug now?

Steve: Jeanille, the upper level support person I last spoke to was able to review my chat history. Could you do this before we repeat a bunch of unnecessary tests,

wasting yours and my time.

Maxwell: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Therese'

Therese: Hello.

Steve: hello

Therese: Ok. I will provide you are replacement.

Therese: Please hang on.

Therese: 'TS0*******'

Therese: That is your sales order number for your replacement.

Therese: Please wait for the email confirmation 24-48 hours

Therese: Is there anything else I may help you with today?

Steve: What else must I do?

Therese: You need to return your old magicJack

Therese: you will get your new one 2-4 days

Steve: AFTER you receive the defective one?, or is it an exchange??

Therese: Exchange.,

Therese: you need to return the old one .

Steve: So when the new one arrives I ship the old one back in the box provided with the new one?

Therese: Otherwise, you will be billed twice.

Therese: Correct

Steve: Is the shipping prepaid?

Therese: Priority.

Steve: I meant the return shipping

Therese: You will pay for the shipping and handling.

Steve: Why?, and how much time is allowed for return shipping before double billing?

Therese: We will not bill you until you will not return your old one

Therese: We will not bill you until you will return your old one**

Steve: ?? could you rephrase that?

Therese: We will not charge you for the shipping and handling until you will return your old magicJack.

Therese: You are oblige for the shipping and handling.

Steve: So, I will be charged Shipping and Handling for the replacement AND the return until such time as you receive the defective unit. At that time you will refund

me the shipping I spend to send the defective unit?

Steve: I meant At that time you will refund me the shipping you spend to send the replacment unit.

Therese: Steve, all charges for the shipping and handling will be charge to you.

Steve: SO,... YOU send ME a defective unit and I am responsible to pay for it????

Therese: I understand your concern Steve. However, we will provide you a replacement and you will be the one to pay for the shipping and handling charges

Steve: How much money are we talking about?

Therese: 6.95 if standard then 13.90 if priority.

Steve: SO, If I didn't ask, you would have shipped the replacement via priority, and billed ME 13.90 as well as expect me to pay for the return of the defective unit.

Therese: Ok. So you want standard?

Steve: Was that a YES or NO?

Chat InformationThere may be a problem communicating with Therese. Please wait while your chat is transferred to another operator.

Chat InformationYou are now chatting with 'Maynard'

Steve: hello?

Maynard: Hi Steve

Steve: Could you review my chat history, I was just disconnected from Theresa with an open question

Maynard: Let me read your chat with Therese.

Maynard: ye

Maynard: Thank you for patiently waiting Steve.

Maynard: I have reviewed your history including your conversation with Jeanille and she also told me that she had your request forwarded.

Maynard: I also noticed that Therese issued you a replacement.

Maynard: Please wait for the email that will be sent to you about your replacement.

Steve: She did, But I have questions about the shipping charges, there should be none

Maynard: Yes, there's no shipping charges for the replacement.

Steve: She was telling me there were

Maynard: She meant that one that you are going to return Steve.

Maynard: You are responsible for that.

Steve: I just recieved the email message,... it looks like a copy of a bill for 39.95...

Maynard: That will not be charge when you have returned the magicjack and we receive it.

Steve: never mind,... Sorry,... I just noticed that the charge kicks in if I don't return within 30 days..

Maynard: Yes Steve

Maynard: Thank you for your patience and sorry if we created confusions on your mind.

Steve: Why do I even have to pay the return,... This hardly seems fair. It wasn't my fault you shipped a defective part.

Maynard: Please refer to our Terms of Service

Steve: Thanks, Maynard,... Although that last post of yours was something of a copout, you were at least more clear than the rest. You have probably read this

before, but this chat support is horrible and is in need of some work. If it were not for the low cost of service and the promise this provides I would have dropped you

guys almost at day one.

Maynard: I understand you Steve and I appreciate your kind consideration.

Maynard: Anything else I may help you with?

Steve: No, for now this is all. Good night or day where ever you are.

Maynard: Have a wonderful night Steve.

Maynard: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the

service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!
[/align]
[/spoil]

magicJack and magicJack Plus Support, Reviews, FAQs and Tricks

weak outbound audio masked by heavy buzz/static

weak outbound audio masked by heavy buzz/static

Resolution yet?