Error 401

[BillyH]

Can someone please tell me what is error 401 and error 400 and also error 3 all about? My MJ had been working ok but tonight it come up with errors. I run MJ fix and UG. Its working ok now. I just like to know what all the errors are about. On MJ it said this Please restart your MJ and try again error 401 or it would come up with error 400 or error 3. I just like to know what are all the errors are about?

[emjade]

I'm also getting error 400. Can't login to my.magicjack.com either.

[BillyH]

This could be a problem on MJ's side,If the troubleshooting tips on this forum do not offer a solution then wait a few hours and try again later or go to the tech chat and see if they are having technical problems with your specific area. good luck to you.

[emjade]

Looks like they are performing some kind of maintenance on the atlanta proxy. I am able to login to the nashville proxy.

[ajwees41]

I am getting error 3 and error 400,401 in the Omaha area off and on. Hopefully it will be solod in a while.

[Nos]

I also in Charlotte Nc area and have same codes, A non working phone with a dial tone.
Cust-support kicked me up to a tech and she stated there working on the problem, Could be 24-48 hours
Lets hope its a short downtime. Thats my 2 cents worth. Steve



IF we could start a ERROR Code List in Forums maybe in a "Sticky" we could make a Flow Chart to follow for a self help Repair. just a thought

[Stevepfaff]

IF we could start a ERROR Code List in Forums maybe in a "Sticky" we could make a Flow Chart to follow for a self help Repair. just a thought

And a good one at that,... I'll start a thread with the two codes I know, and if the powers that be on this forum want it to be a sticky they will.

[Nos]

I had MJ fail last night with multi error codes as many did. I used the Tech support and found there was server issues and was told 12-48 Hrs for repairs by a serv-tech that I got bumped up to.

Codes 400-401 and error 3 were a constant no matter what we tried.

I ran the voip test to Boston service appeared good, and I checked the trace line also.
nothing helped. All Checked good. (If you do this join and save the test and run one once you have service again for compairing for future use)

Tonite I got home and unplugged the MJ from the usb for 15 secs ot a bit longer then back in, same failed results.

Fix, I unplugged MJ again and plugged back to another usb port thats still a direct port on the motherboard.
MJ is back up and going, I spoke to another tech and they say its in there end.

the 401 code means the MJ cannot find the server, according the the tech-Sam I had
hope this helps someone.................. Nos

[kayatanon]

To fix the issue about error 3:
1.disable the antivirus including the firewall
2.you need to make these ports are open: UDP 5070-070 UDP, TCP 80 and 443.
-since magicJack uses those ports.



by: MARK,MARIA, IRISH, JAN

[sbw07]

I just had an error 401 problem which was resolved through the good fellows over at MJ TechChat. Here's a copy of our chat (I edited it alot to make it readable & flowing).

You are now chatting with 'Nick'

Nick: Hello, how may I help you?

Joe: Hi

Joe: I was just on this chat with Mikel about the error 401 that I keep getting.

Joe: He had me unplug the MJ, wait 2 minutes, replug & start MJ and then restart the MJ from the menu.

Joe: It worked...for 1 phone call.

Nick: Do you get this message once again?

Joe: As soon as I closed the chat the error message came back.

Nick: Oh I see

Nick: Have you tried to restart your magicjack once again?

Joe: no

Nick: Please try it once again

Joe: Frankly it's quite a pain to do that between every phone call

Nick: OK Joe, you don't need to do this again

Joe: Then what?

Nick: Go to Control Panel>Network Connections>right click on your active Internet connection> select Properties>scroll down to Internet Protocol (TCP/IP) and click it>click on Properties. In there check the little circle that says "use the following DNS Server address”. In Preferred DNS address, type in: 67.90.152.122, click OK and OK. Now restart your magicJack by going to Menu>Advanced user> Restart.

Joe: Whose DNS server is 67.90.152.122? I'm interested in sticking with my current servers- OpenDNS.

Nick: Joe, please try the above steps.

Joe: I just replugged & restarted from menu and it's working now; should I still do it?

Nick: Yes, please do it.

Joe: I saw this posted online--"The DNS addresses provided are ones that are controlled by talk4free -- they may work just great for magicJack but they do not work that great for other stuff [because they are underpowered] and IMO this should not be necessary. The other issue I have with using the talk4free DNS servers is that they will capture ALL of your surfing data which is non-of-their business -- YES this is a privacy issue -- for the average magicJack user the default TCP/IP configuration for DNS should NOT be changed."

Joe: How long do you want me to keep that DNS setting for?

Nick: OK

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

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

You are now chatting with 'Victoria'

Victoria: Welcome to the higher level of support.

Victoria: Hi, this is Victoria, it's my pleasure to assist you today, kindly give me a moment while I review the chat history.

Joe: OK

Victoria: Click Start tab and open your control panel... Go to Internet Options.. under Privacy tab.. slide 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.. https://reg.talk4free.com & click the "Add" button.. Now type in the following address.. https://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.

Joe: give me a sec. to digest

Victoria: Sure

Joe: Just a quick update, my mj is not connecting calls now, but there is no error message displayed.

Victoria: Okay

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

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

Victoria: Please complete the above step before the upgrade.

Joe: I did the first steps.

Victoria: Okay, now please run the magicjack upgrade.

Joe: Running upgrade...

Joe: Now it's working.

Victoria: Great.

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

Joe: To clarify, should I change my DNS servers?

Victoria: No.

Joe: And I have to always keep my privacy level set to accept all cookies?

Victoria: You can set your default settings now.

Joe: So the cookie setting change was just to get the upgrade?

Victoria: Yes.

Joe: Do I need those settings for future upgrades?

Victoria: Yes Joe.

Joe: Any kind of notification available when upgrades are released?

Victoria: No.

Victoria: If you have any problems again please direct contact with me.

Joe: OK

Joe: Thanks

Victoria: You are welcome.

[sbw07]

To sum it up:
The 1st rep. (Mikel) said to unplug mj, plug it back in after 2 minutes, start mj, then click Menu, Advanced, Restart. This worked for approx. 2 minutes & then the error returned.

The 2nd rep. (Nick) said to change my DNS settings to point to MJ's server. I declined the offer.

The 3rd rep. (Victoria) said to change my Internet Explorer settings to allow all cookies, and to add my.magicjack.com & reg.talk4free.com to my trusted sites (leaving the "require server verification" box unchecked). This would allow a required upgrade to be accessed and run. I was then to unplug the MJ & plug it back into a different USB port. After that I should download & run the upgrade. This method worked & my mj is back up and running.

[kisscool321]

I forgot to keep my chat log.
I created a session with a tech using this link:
http://tinyurl.com/27pzpm

Then got on hold with someone really quick, I guess I was lucky for that.
The tech said she's gonna reactivate my number.
That was it!!
I have a toshiba with a vista SP1.
When the problem occured I was abroad for work, in Africa.

[grooverince]

was having the same problem, got onto the livechat support and they fixed it within 2 minutes here is a copy of the conversation:

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Benjamin'

Benjamin: Hello, how may I help you?

Paul: Hi my MagicJack has been getting the 401 error from about yesterday I tried restarting but the error does not go away

Paul: I can not make any phone calls on it

Benjamin: Hello Paul! = )

Benjamin: Please let me fix this for you.

Benjamin: Please restart your magicJack. Menu>Advanced Users>Restart.

Paul: doing it...

Benjamin: Thank you.

Paul: done it seems to work what was the problem?

Benjamin: I refreshed your account from our end.

Benjamin: = )

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

Paul: oh ok let me just very quickly try making a phone call to see if it fully works

Benjamin: Ok.

Benjamin: No problem.

Paul: yes that seems to have done the trick thank you very much

Benjamin: Your welcome.

Benjamin: Please rate my exit survey 5. I really appreciate it. Thank you very much!

Benjamin: = )

Benjamin: Please click the "close" button on the top right of this screen and the survey will appear. Thank you very much.

Paul: you get the highest score thank you again

[/quote]

[Delavan]

Several days ago I was getting Error 4, please connect to the internet. I accessed tech support chat and went thru all the various incantations and gyrations without luck. Finally Nicole "refreshed my account", I reset MJ and it worked, until the next morning when the error returned. Not wanting to go thru chat hell again, I just sat back, waited and did nothing. Several days later, all by itself, MJ started working again. I highly suspect that many of these errors are on MJ's end and are caused by them. They have quite a bit to learn about making seamless upgrades that don't knock us users offline. As a programmer myself, if I blew away users whenever I made a programming change at my job, I wouldn't have that job for long. Hopefully my 202 DC area code will stabilize until 262 for WI becomes available.

[Stevo]

Here is the Chat script I had:
Jonathan: Hello, how may I help you?
Stevo: I am getting the message
Stevo: Please restart your magicjack and try again [error 401]
Stevo: on a Mac OS X ver. 10.5.6
Jonathan: Please wait while I check that for you
Stevo: I have a linksys router, and have forwarded ports 5060 through 5070 using both tcp and UDP protocols to the ip of the machine I have the MJ plugged into
Stevo: My OS firewall is allowing all incoming connections so I am not sure what else to do?
Jonathan: 1.Please click on Apple Icon, select System Preferences and click on Network.
Stevo: ok
Jonathan: 1.Click on Configure (if no configure button find Advance button).
Jonathan: 1.On DNS Servers, put 67.90.152.122 then followed by 67.107.71.186
Jonathan: 1.Please restart your magicJack by clicking on the “Menu” then “Advance Users” then “Restart”.
Stevo: I have already read about this solution on the internet... I do not want to be tied to your DNS servers and that should not be the solution
Jonathan: Okay... thanks
Jonathan: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
Stevo: he DNS addresses provided are ones that are controlled by talk4free -- they may work just great for magicJack but they do not work that great for other stuff [because they are underpowered] and IMO this should not be necessary.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Patrick'
Patrick: Hi, this is Patrick. Please hold while I reveiw your previous chats.
Stevo: The other issue I have with using the talk4free DNS servers is that they will capture ALL of your surfing data which is non-of-their business -- YES this is a privacy issue -- for the average magicJack user the default TCP/IP configuration for DNS should NOT be changed.
Patrick: Hello Steven.
Stevo: Hi
Patrick: Is your magicJack plugged in right now?
Stevo: Yes
Patrick: Can I have your magicJack phone number please.
Stevo: ***-***-****
Patrick: Please unplug your magicJack for the moment.
Stevo: ok
Stevo: unplugged
Patrick: One moment please...
Stevo: still there Patrick???
Patrick: yes.
Stevo: ok
Patrick: Please hold while I work your settings of your magicJack here in my end.
Stevo: ok
Patrick: Okay, Please plug your magicJack now.
Stevo: ok
Stevo: I have the window with the start magicjack icon, do you want me to launch the app.
Patrick: Yes.
Stevo: Says Ready to call
Stevo: thanks
Stevo: one more question before I go
Patrick: Yes, what is it?
Stevo: If you read above, I have a linksys router, I forwarded the ports 5060-5070 both tcp and udp protocols to this machine... I also read on the internet that I Would need to forward ports 80 tcp and 443 tcp, I do not want to do this if not necessary because I have an apache server on another machine in the house I am forwarding port 80 to. Is it necessary to forward 80 to the MJ machine???
Patrick: The UDP port are the audio streams of your magicJack. If you block this, you will not be able to receive or make calls. For the TCP ports they are the secured HTTP, if you also block this or remove. You can't log in to your magicJack account.
Patrick: Is there anything else I may help you with today?
Stevo: I am not blocking outgoing, only forwarding incoming requests on port 80 to another machine... so it should be ok then
Stevo: that is all thanks
Patrick: Yes.
Patrick: YOur Welcome Steven.
Patrick: 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!
Patrick: Have a Nice Day Steven.
Stevo: Thanks you too!

[mberlant]

You should not be forwarding ANY ports inbound through any Linksys router to any SIP client (like MJ). It serves no purpose, because all inbound packets from MJ are replies to invitations you have sent out. By opening ports you are inviting unsolicited packets to come in and possibly infect the PC that hosts your MJ. Please turn off that forwarding and confirm that the service is unaffected.

[az2008]

You should not be forwarding ANY ports inbound through any Linksys router to any SIP client (like MJ). It serves no purpose

It's been mentioned a few times that some Linksys routers have buggy firmware and may benefit from port forwarding. It's described on the wiki FAQ under the question "do I need to open ports on my firewall?"

Mark

[mberlant]

I just read the passage in the Wiki and it is confusing on a couple of points. First of all, a NAT router is not a firewall. It happens to behave as an inbound firewall, but that does not make it one. Secondly, it should be more strongly urged to replace the so-called buggy firmware at least with the maker's latest firmware, and to avoid if at all possible opening inbound ports.

I suppose I had never heard of such buggy firmware because I have always replaced WRT stock firmware with DD-WRT or OpenWRT, depending upon the environment that router needed to work in. I have run DD-WRT on WRT-54G hardware versions through 7.2 with no problem. Even before the advent of routers capable of taking aftermarket firmware, I would always upgrade the router's firmware prior to placing it into service (after reading the release notes, of course).

In short, it is inconsistent with professional practice to recommend a workaround, especially one that introduces a massive security breach, instead of a solution. The Wiki mentions the solution, but concentrates on the workaround.

[az2008]

In short, it is inconsistent with professional practice to recommend a workaround, especially one that introduces a massive security breach, instead of a solution. The Wiki mentions the solution, but concentrates on the workaround.

The wiki is a public repository. You're welcome to add or improve anything.

The "opening ports" section points out that there is a risk associated with doing so (that the user may wish to run a software firewall).

Mark

[Jason Dalt]

This is no exaggeration: after being upgraded to the latest MJ, I started to have problems starting with the inability to download contacts followed by getting a 401 error. Over a period of 4 days, I spent more than 12 hours working with (the so-called) MJ technicians, at least 5 of whom logged onto my machine -- all with no success. The MJ techs had NO idea about how to fix the 401 problem; they simply followed a diag check list and, if that didin't fix the problem, they would hand-off to another tech or hang-up on the chat.

Out of desperation, I decided to move my MJ to another machine, taking it from my Windows 7 desktop over to my XP laptop -- just to see what would happen. Amazingly, MJ worked on the XP machine; I got my contact list downloaded and I did not get a 401 error. This pretty much convinced me that I DID have a problem with something on my 7 machine. But when I reinstalled MJ back on the desktop, it started to work! -- at least partially. I DID NOT GET my contact list downloaded, but the 401 error DO NOT OCCUR! And I was able to place a call. (So far, I've re-booted my machine twice and each time MJ has continued to start and work.) It appears as though having successfully connected to the MJ service from my XP machine partially fixed the problem -- at least with regard to fixing the 401 problem. If this is correct, the 401 problem some people are having is occurring on MJ side, not on the MJ-users machine (which is the diag assumption of MJ's entire diagnostic approach.)

I then contacted MJ tech support to tell them of my discovery. I asked to speak with and was told I was chatting with a senior technical person. And guess what! After explained what I had discovered, "Prince" (as he identified himself) started to walk me through the first level of diag check list items (allow cookies, put MJ on the trusted sites list, etc.!!) No only had I gone thru this worthless level-one procedure five times before, BUT IT WAS LIKE HE NEVER EVEN HEARD WHAT I HAD SAID ABOUT THE RESULTS OF MY XP TEST!!!!!

So, in conclusion: 1.) If you're getting the 401 error, regardless of what MJ techs think about the source of the problem (that being that there is something wrong on your machine) the problem might actually be on the MJ side; 2.) If so, you will waste hours and hours of your time as they fumble hopelessly going through their worthless diag check lists; 3.) And if you can, take your MJ to another machine and hopefully a successful connection to the MJ service will fix your problem.

[def_naked08]

I just update my time and date and the error 401 has gone and i my magcjack working now.. try it.. i hope its work..

[def_naked08]

Update your time and date in your pc..

[rapture00]

I am also having error 401 problems,as well as no contacts or 911 address info.
mj customer support tried all kinds of fixes and upgrades as well as restarting my account multiple times and all they tried to tell me is my computer was the problem(brand new).I quickly chastised them for not fixing the problem and still have no service,was previously working fine,i think they do this on purpose sometimes since all i ever had was fustration and headaches from the time i purchased this sorry excuse for phone service.if anyone has any suggestions
i would be open to themas mj support should be firebombed.providence,RI

[noodler2]

have you checked your computer's system date as others have suggested?

[rapture00]

yes,i have checked the date and time,no help there,but thanks for the reply
rapture00

[crawdad]

Win7, 64-bit. I spent an hour with MJ tech and got nowhere on my Error 401. Turns out, I had installed Advanced SystemCare and let it make a lot of changes, including "optimizing" my internet connection. I think we all know what that means. I didn't think that was the problem because MJ worked for a few days after those changes were made. Anyway, I rolled back all the changes, restarted MJ and all is ok. There are plenty of similar programs out there so watch out. A non-functioning MJ is not so bad compared to some of the stuff I've heard about. Also kind of interesting that the MJ techs never asked the obvious question: Have you recently installed a new program or made any changes to your system? I actually went on a chat afterwards to let them know how everything had worked out, thinking it might be helpful, but they didn't acknowledge that at all, stuck to the script, closing with, "Your MJ is working now. Is there anything else I can help you with?

[rapture00]

thanks for the input,i will check and see if this will help?

[Esoteric_Monk]

New to MJ (at least in a VoIP sense) and I was running into this exact error. Tried the steps from the call logs posted on the first page of this thread and got nowhere.

Then I saw the post about updating my date and time, which I completely forgot to do with the old laptop I'm using. I set the month, date and year, and a moment after I clicked the button to connect to the Windows servers, MJ was back online; one more moment later, and my time was corrected.

I know it's not everyone's answer, but I wanted to confirm it worked for me. Good luck to everyone who runs into this issue.

[OGITH]

i Keep Getting the Error 401 Problems' & Everytime i get the Top Highest Magic Jack Staff' they Tap into my Computer to See what the Problem is' & when they Cant do a god dam Thing' they cut you Off Right Away' That Tells me that they Really Dont Know Everything' & i Also Told them that Most Staffs Tryed & Failed' & i Believe that they Still do Fail' Because they Dont Know Everything' im on a 2011 Windows 7 ASUS Computer' & Ever Sence i Got This Thing' i been having Problems With the 401 Error Non STOP' & Theres Nobody on Earth that can Fix This Problem

so i have to Stick With my Windows XP Computer & Everything is Great' but the Bad new About my XP Computer is' that its 1000 Times Slower then my Windows 7 ASUS Computer

[charliedodge1973]

Hey Folks,

I am a computer technician, And I've been dealing with this problem on my windows seven machine for nearly three months now. I run my business from my home and it has been extremely frustrating when I'm attempting to troubleshoot a computer 300 miles away and suddenly my magic jack gives me a 401 error. Up to this point the only way to fix it was to remove the magic jack from my window seven machine and plug it into an XP Machine, then back to my window seven machine. My call and contact lists still would not show, but at least I can still make calls . After much along searching and experimenting I finally discovered that the main culprit for this error for most users is the NETWORK DRIVER! Especially Realtek gigabit drivers! ROLL YOUR NETWORK DRIVER BACK TO THE PREVIOUS VERSION AND THE MAGIC JACK WORKS FINE! I really hope that magic that jack tech support is listening because this is obviously an issue that they do not know how to deal with and a simple solution. Since then my magic jack fully functional and I have not had a problem since.

[Unarmed in AZ]

This Roll Back worked for me, two days in Asia w/ multiple locations and connections, all getting Error 401. Rolled back my Realtek driver and everything is fine. Six month old HP laptop Windows 7.
Thanks Charlie

Hey Folks,

I am a computer technician, And I've been dealing with this problem on my windows seven machine for nearly three months now. I run my business from my home and it has been extremely frustrating when I'm attempting to troubleshoot a computer 300 miles away and suddenly my magic jack gives me a 401 error. Up to this point the only way to fix it was to remove the magic jack from my window seven machine and plug it into an XP Machine, then back to my window seven machine. My call and contact lists still would not show, but at least I can still make calls . After much along searching and experimenting I finally discovered that the main culprit for this error for most users is the NETWORK DRIVER! Especially Realtek gigabit drivers! ROLL YOUR NETWORK DRIVER BACK TO THE PREVIOUS VERSION AND THE MAGIC JACK WORKS FINE! I really hope that magic that jack tech support is listening because this is obviously an issue that they do not know how to deal with and a simple solution. Since then my magic jack fully functional and I have not had a problem since.

[mrbobbell]

Let me confirm what the last few posters have said.

Windows 7 updated my NIC driver a few days ago. I had totally forgotten that fact when I began getting weird MJ errors. Finally, this morning I started receiving the dreaded "Error 401" and my MJ wouldn't work at all.

After reading all of the messages in this forum, I rolled back my NIC driver and my MJ instantly sprang back to life.

Lesson learned!

(EDIT: My NIC uses a Realtek gigabit driver.)

[citantim]

Hey Folks,

I am a computer technician, And I've been dealing with this problem on my windows seven machine for nearly three months now. I run my business from my home and it has been extremely frustrating when I'm attempting to troubleshoot a computer 300 miles away and suddenly my magic jack gives me a 401 error. Up to this point the only way to fix it was to remove the magic jack from my window seven machine and plug it into an XP Machine, then back to my window seven machine. My call and contact lists still would not show, but at least I can still make calls . After much along searching and experimenting I finally discovered that the main culprit for this error for most users is the NETWORK DRIVER! Especially Realtek gigabit drivers! ROLL YOUR NETWORK DRIVER BACK TO THE PREVIOUS VERSION AND THE MAGIC JACK WORKS FINE! I really hope that magic that jack tech support is listening because this is obviously an issue that they do not know how to deal with and a simple solution. Since then my magic jack fully functional and I have not had a problem since.

I can absolutely confirm this. My problem started after Windows Update (Win7 64bit) found and installed a new driver for the following: RealTek PCIe GBE Family Controller (Network adapters).
I had to rollback to this version:
Driver Date: 12/29/2010
Driver Version:7.37.1229.2010