magicjack not working

karensi · Post by **karensi** » Wed Jan 09, 2008 7:08 pm

HI
I am not able to startup the magic jack.The blue light on the jack does not light up and there is no dail tone on the phone.
Can any please help me with this problem.

Thanks
Karen

LikeMagic · Post by **LikeMagic** » Wed Jan 09, 2008 7:18 pm

Open "My Computer", you should see 2 MagicJack drives (Magicjack and Magicjack (Vista only) drives) if your MagicJack USB device is recognized & set up properly by your PC. If you don't see these drives, then try to plug the MJ device to a different USB port to see if it fixes the problem.

Note that the MJ USB device needs full 500ma @ 5v that the USB port provides, if you plug the MJ device to a non-powered USB hub then it will not get enough power to start itself. Try to plug the MJ device directly to a PC's USB port or a self-poewered USB hub (USB hub with its own 5v AC power adapter).

karensi · Post by **karensi** » Wed Jan 09, 2008 8:24 pm

actually my magicjack was working fine till yesterday.
I am having problem with that today.
I tried plugging it into different usb then also it is not working.

LikeMagic · Post by **LikeMagic** » Wed Jan 09, 2008 8:42 pm

Did you try rebooting the PC? Do you see 2 Magicjack drives in "My Computer"?

snowigloo · Post by **snowigloo** » Wed Jan 09, 2008 8:51 pm

I have the blue light fix mj recovery program just pm me your email and i will send it

Poo619 · Post by **Poo619** » Thu Jan 10, 2008 8:35 am

hey Snow. It might not be a bad idea to upload the recovery file to a file hosting site such as megaupload.com and just post a link in this here post to it so others can benefit from it.

snowigloo · Post by **snowigloo** » Thu Jan 10, 2008 10:09 am

mj recovery no blue light
http://rs248.rapidshare.com/files/82617 ... _setup.exe

LikeMagic · Post by **LikeMagic** » Thu Jan 10, 2008 2:40 pm

What does this program do exactly? Completely uninstall all MJ traces & re-install it?

HolmanGT · Post by **HolmanGT** » Sat Jan 12, 2008 5:15 pm

LikeMagic wrote:What does this program do exactly? Completely uninstall all MJ traces & re-install it?

LikeMagic,

I would also like to know what this program does. Currently on my Vista machine I only have one drive ICON and it is the one labeled Vista only. The one with the that is not labeled for Vista only does not show up on my machine.

My goal is to have it auto start and always come up in telephone mode. Most of the time it comes up in headset mode and I have to keep dinking with it and rebooting until it takes pity on me and comes up in Telephone mode.

When it is in headset mode if I go into the advanced options I am unable to change the radio button to phone mode and it is sort of grayed out.

At first I was in-love the MJ but it is now starting to get on my nerves. and their support site is a little lame.

digitalnomad · Post by **digitalnomad** » Mon Jan 14, 2008 9:13 pm

Should have a sticky post for all the "fixit" links. This fix is kind of buried here. I would have never found it.

Would be nice if there was a search function on the forum. IMAO

digitalnomad · Post by **digitalnomad** » Mon Jan 14, 2008 9:17 pm

Where did you find this fix? Can you download it anywhere else on line? I would like toread about the fix, too.

HolmanGT · Post by **HolmanGT** » Mon Jan 14, 2008 9:56 pm

digitalnomad,

I am sorry I don't have a link to it but you can down load it from the MJ WEB site. It is in the question and answers, you pick a question (don't remember which one) and in the drop down list - Eureka - there it is.

Not much help from me and as I remember they only say use it if your blue light is not on so they are not much help as far as what it does either.

PS - This one and the FIX for Outlook I also only stumbled on them and the Outlook fix was one I was eagerly looking forward to.

kumar · Post by **kumar** » Mon Jan 14, 2008 10:05 pm

HolmanGT wrote:digitalnomad,

I am sorry I don't have a link to it but you can down load it from the MJ WEB site. It is in the question and answers, you pick a question (don't remember which one) and in the drop down list - Eureka - there it is.

Not much help from me and as I remember they only say use it if your blue light is not on so they are not much help as far as what it does either.

PS - This one and the FIX for Outlook I also only stumbled on them and the Outlook fix was one I was eagerly looking forward to.

Speaking off which,...I hate the new interface...hard to get around...they should revert back to the old one.
Kumar

kumar · Post by **kumar** » Mon Jan 14, 2008 10:07 pm

OK, got the link

http://www.magicjack.com/site/downloads ... _setup.exe

it was at the magicfix page at the bottom....

hope it helps
kUmar

HolmanGT · Post by **HolmanGT** » Mon Jan 14, 2008 10:20 pm

Thanks kumar, that will save someone a lot of searching around. MJ's WEB site is pretty but hard as hell to find anything.

digitalnomad · Post by **digitalnomad** » Thu Jan 17, 2008 9:36 pm

Thanks HolmanGT and Kumar. I am going to bookmark that sucker for the blue light fix.

kumar · Post by **kumar** » Thu Jan 17, 2008 10:03 pm

Yep....Looks like the web design was outsourced and they kinda waited til the last second to do it:D
Anyway i hope the fix there crappy interface...
Kumar

redneck45 · Post by **redneck45** » Sun Feb 24, 2008 11:30 am

my mj was workin fine for bout 3 months then other day it did an update, soon as it did the update window popped up sayin "warning you must plug magicjack into usb" so i unplugged it and plugged back in then it said to restart computer did that too. when computer restarted the blue light on mj flashed once and went off. now computer wont even see it. tried it on 4 other computers and a lappy with no luck. so after 3 days talkin in tech chat with mj reps who knew next to nuttin bout their product they gave me a discount code to use to order another mj. well low and behold i go to order another one and the dang discount code is invalid. i mean like what the heck. so i went back into tech help and asked them why the discount code is invalid and all they said was we have already given you the weeks code cant /wont give you another. none of the magicfix or magicrecover progs will work cause the computer dont even see the mj. goin to take my mj out back and shoot it with my 45 that will give me a lil satisfaction. decent product + idiot tech support+no replacement after 30 days +discount codes that dont work = 1 less customer

HolmanGT · Post by **HolmanGT** » Sun Feb 24, 2008 2:15 pm

Redneck,

Have you tried this: mjrecover_setup.exe

I have posted a personal link to it on my 4shared account. Let me know if you have any problems downloading it also please let me know if you helps. The file is clean but don't trust me, scan it for viruses before you use it.

http://dc15.4shared.com/download/388085 ... _setup.exe

PS - what was the discount code - $2 bucks. I think that is what they consider a discount. :roll
PS2 - I have an image file of the contents of the MJ unit so if the above does not work we could rebuild the whole contents of the not so MagicJack from scratch.

redneck45 · Post by **redneck45** » Sun Feb 24, 2008 9:35 pm

ive tried the magicfix, magic recover and bout everything else tech could come up with. the puter only sees the ymax cd drive part of the mj not the phone part. dont know that i could do a rebuild on it when puter wont see it but would be willing to try. lord knows ive tried everything else. also no idea what the discount code was for considerin it came up invalid from the get go.

vgann · Post by **vgann** » Tue Feb 26, 2008 12:15 am

Just got my MJ yesterday and I haven't been able to use the phone. There is a "clicking" noise, like someone is pusing the mute button off and on. I've reinstalled, fixed it, tried the one time I could connect to a tech support - no help. Can you use the Microphone on your computer for this or do you have to have a phone. I would prefer a phone but if that can't work.....

Gerry_52 · Post by **Gerry_52** » Tue Feb 26, 2008 3:47 pm

You can use either a mike/headset or a regular landline phone. On the softphone on your screen you can swithch back and forth between the two.

eddieras · Post by **eddieras** » Sun May 04, 2008 3:01 pm

thanks i'll give that a try

dwpegues · Post by **dwpegues** » Wed Sep 03, 2008 5:48 pm

usb device not recognized, no blue light.

i have been experiencing the same problem. tech support is absolutely retarded on the subject. i have no idea what to do to resolve the problem. it started for me three days ago and the device does not work on both my xp and vista systems.

included is my log with tech (absolute idiots by the way)

------------------------------------------
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Irish'
Irish: Hello, how may I help you?
daniel: hello. i spoke with a representative yesterday about my magicjack, but nothing was resolved
daniel: my magicjack is not working
Irish: Hi Danie.
daniel: and i believe it has come to the point where the device needs to be replaced
Irish: Daniel*
Irish: I apologize for so much inconvenience.
daniel: no problem
daniel: but my magicjack no longer works and i need to know what my options are
Irish: Is the magicJack still plug in?
daniel: it is plugged in, and right now the light is on; however, my computer does not recognize it.
daniel: usually, the blue light blinks on and off, on and off... and i get a system error saying that the device has malfunctioned.
daniel: the device never mounts to the system
daniel: under any circumstance
daniel: i have tried the device on two computers
daniel: it has crashed each of my computers once
Irish: Are you using the extension cord that comes with the magicJack?
daniel: i am now. but i have as well tried it without the usb extension cable
daniel: it makes no difference
Irish: May I ask you to please plug in the magicjack directly to the computer USB port?
daniel: it is plugged in directly
daniel: and the light is not even blinking
Irish: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Irish: http://upgrades.magicjack.com/upgrade/upgrade.exe
daniel: i have done that before, but will do it again. it will almost complete, then tell me to plug the magic jack into the usb port, which it is
Irish: Please runt he upgrade.
daniel: i am trying to
daniel: but it is not starting up
daniel: there is a chance the magicjack will crash my system again
Irish: No, it will not.
daniel: ok
daniel: the upgrade is starting
daniel: tells me: warning, you must plug magicjack into usb
daniel: in red
daniel: it has now opened the magicjack.com website
Irish: ]Plug in your magicJack. Now right click on my computer and select "manage". In there click on "Disk Management".
daniel: i have done all this already
daniel: did this yesterday
daniel: the device does not mount to the system
daniel: it is not in disk management
daniel: i as well cannot format the removable media
daniel: which is something else i was told to do yesterday
Irish: Have you tried to plug in your magicjack to a different computer?
daniel: at the beginning of this conversation i told you i have
daniel: same result
daniel: the computer i am using now is vista
daniel: the other system i tried it on is xp
daniel: i have tried it on both operating systems
daniel: and i get the same result
daniel: what are my options on swapping this device out?
Irish: Go to "My Computer". From menu bar go to Tools and select Folder Options. In there click on the View tab. In there make sure the option "show hidden files and folders is checked". Now click OK.
daniel: that was my initial question
daniel: that will not make a difference. there is no point in showing hidden files and folders
daniel: the device is not connecting to the computer
daniel: there are no hidden files to show
daniel: but, i do have that option already done by default
Irish: Now double click on your hard drive (usually called C:\). In there double click on "documents and settings". In there double click on the folder that has the username you use when logging in to Windows. In there double click on "Application Data". In there double click on folder called "mjusbsp". In there double click on folder called "ug00000". In there double click on the icon called "setup". See if your magicJack starts.
daniel: ok
daniel: i will try that now
daniel: this is new. the agent yesterday didnt tell me this
Irish: Thank you.
Irish: Okay.
daniel: no folder is available at that location on vista
daniel: i went to appdata
daniel: and the folders are local, locallow, and roaming
Irish: May I know if you did click "documents and settings". ?
daniel: i do not see a documents and settings folder
daniel: this is vista
daniel: not xp
Irish: Okay.
Irish: Under application Data please check for folder called "mjusbsp.
daniel: no folder
daniel: the folder application data does not exist in vista
daniel: that is a folder under documents and settings in xp
daniel: vista has a folder called appdata
daniel: and the mjusbsp is not in the folder appdata
daniel: are you still there?
Irish: Open task manager (control+alt+delete) and click the tab named Processes. Locate and end the following processes: UTSCSI, NEWNET_SETUP, MAGICJACK, and MAGICJACKLOADER. If one or several of these are not listed, do not worry. Now unplug your magicJack, wait 15 seconds, and plug it back in.
daniel: a better shortcut is ctrl+shift+esc by the way
Irish: Okay.
daniel: utscsi is not in the list of processes
daniel: neither are any of the others
daniel: nothing is present in processes
Irish: Please go to Computer and locate the drive named Vista Only, Phone, or removable disk (make sure it is the magicJack drive). Right click that drive, click format, and click start
daniel: the drive is not being recognized by the system
daniel: therefore the device would not be there
daniel: i keep getting a usb device unrecognized error
daniel: i told you this before
Irish: Please try plugging your magicJack into an AC powered USB that is connected to a USB port on your computer
daniel: i am plugging the magicjack into a usb port built into my laptop
daniel: i have tried all three ports
daniel: same result
daniel: i have as well tried it on the 6 jacks on my qosmio g45-av680
daniel: same result
Irish: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
daniel: thank you
info: Please wait while I transfer the chat to the best suited site operator.
info: You are now chatting with 'Grace'
daniel: hello grace
daniel: how are you today
daniel: i am having a problem with my magicjack and the other specialist/tech could not help
Grace: fine, and thank you for asking.
daniel: hopefully you can help me
daniel: you are welcome
Grace: how may I assist you?
daniel: my magicjack device is not being recognized by my system. the device will not mount, and as a result all the options advised by the previous specialist would not work
daniel: the light on the device does not come on
daniel: and i get an error stating that the device is unrecognized by my system
daniel: it as well does not come up as an available device in the device manager
daniel: i am wondering if the device is defective or can be fixed. i am plugged this device into the computer i am currently using (a windows vista machine), and have tried plugging it into my other computer ( a windows xp machine). i get the same result
daniel: are you there grace?
Grace: yes,,
Grace: sorry for the delay..
daniel: that is ok. i wanted to make sure we were still connected
Grace: I also read your previous chats Daniel.
daniel: then you know that i spoke to a previous tech about this situation as well then
Grace: may I have your fullname and email address please Daniel and also your MJ number.
daniel: xxxxxxxx xxxxxxxxx
daniel: xxxxxxxxxxxxxxxxxx
daniel: 985 326 3059
Grace: thank you.
Grace: have you seen the softphone in your screen?
daniel: not on the computer i am currently using
daniel: i have never used the magicjack on this computer before
daniel: and on the system that i normally use the magicjack on
daniel: about three days ago the softphone was visible
daniel: but as of the 1st of this month the device stopped working
daniel: and i have not seen the softphone on that system since
daniel: the light of the magicjack doesnt turn on on either computer
Grace: does it says Ready to call?
daniel: the softphone does not come up
daniel: so it cannot say that
Grace: okay.
daniel: the light on the magicjack will not even come on
Grace: please unplug and plug it back..
Grace: let see if the softphone will appears in your screen.
daniel: to be honest, while waiting for you to come back i have done that approximately 10 times
daniel: nothing is happening
daniel: i just tried it again, and nothing has happened
daniel: the magicjack has never been used on this computer before, and the software does not even attempt to install
Grace: okay.. and thank you for the infomation Daniel..
daniel: you are welcome grace
Grace: would that be okay if we will reformat your MJ?
daniel: i do not mind that, but the magicjack is not accessible
daniel: if we can get it to be accessible
daniel: then sure
daniel: lets do it
Grace: thank you.
Grace: please do not unplug the MJ from your usb port.
daniel: ok
daniel: i wont
Grace: please go ot my computer.
Grace: then look for the MJ drives.
daniel: no magicjack drives are visible
daniel: occasionally, when i unplug the mj then plug it back in, the system tells me that the "usb device has malfunctioned"
daniel: can you tell me of something else to do. no mj device(s) is/are visible
Grace: may I know what is in your my computer?
Grace: is there any removable drive?
daniel: it is "computer"
daniel: i am using windows vista
daniel: no
daniel: there is no removable drive
Grace: okay.
Grace: in your computer what is in there?
daniel: c:, dvdrw drive (dSmile, dvd drive (eSmile, cd drive (fSmile, nero scout
Grace: Daniel, please remove the nero in your computer settings since that is not compatible with MJ.
daniel: which burning rom software is compatible with mj?
Grace: okay.
Grace: here's the infomation regarding incompatibility with MJ.
Grace: Check for anything called musicmatch, musicmatch Jukebox or Yahoo Jukebox and Nero & Roxio. If you have any, please remove them
daniel: i will remove now, but i want you to know that i had been using magicjack with nero on my systems since i have owned the mj
daniel: as well, if i uninstall nero it will tell me to reboot
daniel: how do i get in touch with you to continue our session?
Grace: you can chat us back again and request of me then Daniel, and need not to worry since this chat sessions is being recorded.
daniel: ok
daniel: so i asked the representative for grace?
Grace: Yes, and that would be okay..on the higher level..
daniel: ok
daniel: well i suppose we can end this session for now. i will reboot, and i will get back with you in anywhere from five to ten minutes
daniel: vista has a slow shut down and reboot time, otherwise it would be faster. i am uninstalling nero now
daniel: speak to you soon, and thank you.
info: Your chat transcript will be sent to [email protected] at the end of your chat.
Grace: look forward to that and you are more than welcome.
Grace: 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!

Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Nash'
Nash: Hello, how may I help you?
daniel: hello, can i speak with grace
daniel: i had to reboot my computer
Nash: I apologize Daniel but grace is currently unavailable.
daniel: she told me she would be available
Nash: Please address to me your concern instead.
daniel: i need to speak with a higher level of support
daniel: that was the reason for speaking with her before
Nash: Ok Daniel.
Nash: Please hold while I transfer you to a higher level of support.
Nash: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

info: Please wait while I transfer the chat to the best suited site operator.
info: You are now chatting with 'Glenda'
Glenda: Hi this is Glenda, I will be assisting you today. Please hold while I check your previous chat.
daniel: ok
Glenda: Thank you for waiting.
daniel: no problem
Glenda: My apologies, but Grace is not available at this time.
Glenda: Would you allow me to assist you so we could fix the issue?
daniel: sure. but i do hope we can fix the issue or find some other measure of dealing with the problem
daniel: i am ready when you are
Glenda: Sure thing.
Glenda: Have you plug it in?
daniel: it is plugged in right now
daniel: but no light is on
Glenda: I see.
Glenda: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Glenda: http://upgrades.magicjack.com/upgrade/upgrade.exe
daniel: i have done that before approximately 10 times just to let you know. i have already downloaded it, so i will attempt to install it again
Glenda: Thanks.
Glenda: After running upgrade please unplug your magicJack and plug it back in to different USB port after 15 seconds.
daniel: warning: you must plug magicjack into usb
daniel: it says that every time, and has just said it again
Glenda: I see.
daniel: after which point, it just loaded the magicjack website
Glenda: Do you have different PC there?
daniel: not accessible at the moment
daniel: but if you did read my chat log
daniel: i said to the previous people
daniel: that i have plugged it into another pc
daniel: and it still does the same thing
Glenda: Go to control panel in Windows. In there open "Folder Options" and then click on the "View" tab.
Glenda: Now check the option that says, "show hidden files and folders" and the click "Apply" and "Ok"
daniel: i already have hidden files visible
daniel: i just had my fiance plug the mj into her computer
daniel: the light is flickering
daniel: ultimately, this device does the same thing on all computers i have tried it on
daniel: anyways, i have all hidden files and folders visible. what should i do next?
Glenda: Now go to "Computer"
Glenda: In there double click on C:
Glenda: Then double click on the "Users" Folder
Glenda: Now Double Click on the Folder that has the name you use when you log into Windows, If you do not have a log in name double click on the folder called "Admin"
daniel: ok
daniel: done that. now what next
Glenda: Now double click on the folder called "AppData"
Glenda: Now double click on folder called "Roaming"
Glenda: Now double click on folder called "mjusbsp"
Glenda: In there double click on the folder called "ug00000"
Glenda: In there double click on the file called "Setup"
Glenda: Your magicJack should now start.
daniel: there is no setup in the folder
daniel: only
daniel: monly magicjacksplash.exe
daniel: only magicjackspash.exe
Glenda: Okay.
Glenda: Exit that window please.
Glenda: Go to "computer"
Glenda: In there right click on "magicJack" and select "Explore"
Glenda: In there right click on "autorun" and select "Run as admininstrator"
Glenda: See if magicJack starts.
daniel: there is no magicjack
daniel: by the way, the magicjack blue light is still not on
daniel: the computer says usb device not recognized
daniel: this is what it usually says
Glenda: Are you using the USB extension cord?
daniel: i am now
daniel: i have just removed it
daniel: and have the mj plugged directly in without the usb extension cable
daniel: stioll, no blue light though
Glenda: Try plugging it in directly to the USB port at the back of your tower.
daniel: i am using a laptop, but i have connected it directly
daniel: it has been plugged in directly for approximately 1 minute now
Glenda: Okay.
daniel: still, no light
daniel: no response of it being plugged in from the os either
Glenda: Go to Computer and look for the magicJack drives.
Glenda: Right click on that magicJack drive and tell me which drive that has format option.
daniel: there is no magicjack drive
daniel: kindly do not ask me this again. every support agent has repeatedly told me to do this. the magicjack is not mounting to the system
daniel: we need to figure out how to get the magicjack to connect to the computer
Glenda: If it's okay with you please plug it in on your XP Daniel.
daniel: i cannot do that at the moment. my xp system is in another room, and someone is asleep in there at the moment
daniel: i am in eastern europe and it is nearly 10:30 (22:30) over here
daniel: however, please take my word for it when i say that this problem is doing the same thing on the xp system
daniel: i will say this though that is different from the xp system to vista
daniel: the magicjack mounts and is assigned a drive letter for literally a fraction of a second, then unmounts itself
Glenda: Okay.
daniel: other than the flicker of being mounted before unmounting, there is no difference
daniel: the hardware itself has a problem
Glenda: Have you disable your windows firewall and antivirus?
daniel: firewall is disabled by default. not my antivirus
daniel: actually
daniel: my antivirus is turned off as well
Glenda: Please check your bandwith speed at speedtest.net
daniel: my bandwidth is suitable
daniel: it is approximately 250 KB/s
Glenda: Please download the latest version of Java from www.java.com
daniel: but i do want to say that bandwidth has nothing to do with the device being recognized by the system
daniel: i have done that
daniel: and actually
daniel: using the newest version of java, i cannot view the page to download the fix for the plug magicjack into usb error
daniel: anyways, the newest version of java is installed
daniel: and again, should have nothing to do with the device being recognized by the system
daniel: i have just finished having my version of java tested at java.com. it is the current version and it working properly
Glenda: Please go to C:>Documents and Settings>Users>Application data>Roaming> mjusbsp>in00000. Copy the file named setup and close that folder. Now click the Start button, click All Programs, right click the Startup folder, and choose open all users Paste the setup file into that folder. Your magicJack will now start on bootup.
daniel: here is no setup in that folder
daniel: and by the way
daniel: i am using vista
daniel: the folders you told me are for the most part for xp
daniel: this is the location path for vista
daniel: C:\Users\xxxxxxx\AppData\Roaming\mjusbsp\ug00000
daniel: similar, but different
daniel: glenda, i have spent over 3 hours on this now
daniel: is it magicjacks policy to continue with the same questions to try and get the device working, or is there another step
daniel: such as a higher level specialist
daniel: or
daniel: a swapout program
daniel: can i get this device replaced?
Glenda: Please try an AC powered USB hub as it will boost the power.
daniel: i cannot spend another hour trying to troubleshoot this when it is not working
daniel: i have been doing direct connect of the mj
daniel: please read my last 10 or so comments
Glenda: Yes, you can but if possible lets try using different PC for that first with your XP if possible to make sure that it's really the magicJack that is defective.
daniel: i told you it is
daniel: glenda, i have spent 3 hours on this
daniel: i cannot spend any more time. it is doing the same thing on my xp system as it is on this system
daniel: i cannot continue to try and troubleshoot the same thing over and over and over again
Glenda: I understand.
daniel: i have been patient and done almost everything you all have told me to do
Glenda: May I know when did you placed an order?
daniel: i purchased it off ebay possibly 3 months ago
daniel: approximately 3 months
Glenda: I see, my apologies but all we can do here is help you in troubleshooting your magicJack but not replace it. I suggest you to please do contact that certain reseller for your replacement.
daniel: you have to be kidding me
Glenda: Yes, we only replace magicJacks that are bought on our website but for the resellers they have there own policies for that.
daniel: so you are telling me that this device has no warranty???
daniel: it does not matter who i bought the device from
daniel: it is your device
daniel: and electronics have a warranty
daniel: so ultimately you are saying you have no warranty on your products unless i buy from you, yet, the device one way or another was bought from you
Glenda: I understand your concern Daniel, but please understand that we don't have any records of your order here on our database since you bought that on ebay.
daniel: and what if i get the original record of the original owner?
Glenda: It will be them who will process the replacement for you, Daniel.
daniel: do you have a supervisor i can chat with concerning this?
Glenda: I am a Supervisor, Daniel.
daniel: so how do i go about getting this person to process the replacement?
daniel: can i have them speak to you for the replacement, but i send you the replacement, and you send me the replacement back?
daniel: i mean, i send you my magicjack, and you send me the replacement?
Glenda: Please do contact them first, Daniel for they also have their own agreement terms on that.
daniel: i will contact them as i am sure they will help me, but can you please answer my question
daniel: if they speak to you to issue a replacement, i send you my magicjack, will you send the replacement to me or to them???
Glenda: To whom the replacement is address to.
daniel: so in other words, it will come to be if addressed to me
daniel: and let me ask you something else
daniel: i am in eastern europe
daniel: will you mail the replacement to the czech republic?
Glenda: No, we only do shipments in both US and Canada.
daniel: hehe
daniel: man, you all really need to work on customer satisfaction
daniel: jesus.
daniel: well, i will see what i can do with the original owner
daniel: spend another 3 to 5 hours on this
daniel: and get back in touch with you all
Glenda: Please do.
daniel: and by the way, i wish to god one of you would have admitted a long time ago that you have no idea what i wrong with my device
daniel: you, grace, irish, and the other person i spoke to have wasted a lot of my time
daniel: all to tell me that i cannot get it replaced. customer services has obviously gone out the damn door in the good ole u.s. or a.
daniel: ** u.s. of a.
Glenda: I do apologize for that, Daniel. We all tried our best to help you. I can issue you a replacement if only you bought it from us but the it's not. So please do contact your reseller for that.
daniel: i will do that; however, please report to your supervisor i have to report this to the better business bureau
daniel: i know you have tried to help me get the device working
daniel: but whether i purchased the device from you or from a third party, i should still be entitled to the same warranty
daniel: after all, the money ultimately goes to you.
daniel: i kept my cool until now, and i had been very patient
daniel: i will attempt to speak with the original owner
daniel: and i will be in touch
Glenda: I will Daniel and you may do what you think is appropriately necessary.
Glenda: Again, I do apologize for the inconvenience and appreciate your patience.
daniel: oh
daniel: glenda
daniel: one more thing
daniel: what is the warranty policy
daniel: are you there?

info: Your chat transcript will be sent to [email protected] at the end of your chat.
Glenda: Yes, I'm here.
daniel: can you please tell me what the warranty is on the magicjack
Glenda: Please refer to our Terms of Service http://www.magicjack.com/site/tos.html
daniel: so magicjack has no warranty for the device hardware malfunctioning?
daniel: is that correct?
Glenda: We have the 30 day trial period for that, but we can only issue you a replacement once.
daniel: well, i will speak to the original owner. i want to make one note though. if you really care about your service, then you will strongly consider having far better customer relations, not to mention having better tech support. read the forums on the net. people are not very happy with your tech support.
daniel: anyways, enough of wasting my time. have a good one and i will be in touch.
daniel: later

sligg · Post by **sligg** » Wed Sep 03, 2008 8:42 pm

dwpegues wrote:usb device not recognized, no blue light.

i have been experiencing the same problem. tech support is absolutely retarded on the subject. i have no idea what to do to resolve the problem. it started for me three days ago and the device does not work on both my xp and vista systems.

included is my log with tech (absolute idiots by the way)

------------------------------------------
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Irish'
Irish: Hello, how may I help you?
daniel: hello. i spoke with a representative yesterday about my magicjack, but nothing was resolved
daniel: my magicjack is not working
Irish: Hi Danie.
daniel: and i believe it has come to the point where the device needs to be replaced
Irish: Daniel*
Irish: I apologize for so much inconvenience.
daniel: no problem
daniel: but my magicjack no longer works and i need to know what my options are
Irish: Is the magicJack still plug in?
daniel: it is plugged in, and right now the light is on; however, my computer does not recognize it.
daniel: usually, the blue light blinks on and off, on and off... and i get a system error saying that the device has malfunctioned.
daniel: the device never mounts to the system
daniel: under any circumstance
daniel: i have tried the device on two computers
daniel: it has crashed each of my computers once
Irish: Are you using the extension cord that comes with the magicJack?
daniel: i am now. but i have as well tried it without the usb extension cable
daniel: it makes no difference
Irish: May I ask you to please plug in the magicjack directly to the computer USB port?
daniel: it is plugged in directly
daniel: and the light is not even blinking
Irish: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Irish: http://upgrades.magicjack.com/upgrade/upgrade.exe
daniel: i have done that before, but will do it again. it will almost complete, then tell me to plug the magic jack into the usb port, which it is
Irish: Please runt he upgrade.
daniel: i am trying to
daniel: but it is not starting up
daniel: there is a chance the magicjack will crash my system again
Irish: No, it will not.
daniel: ok
daniel: the upgrade is starting
daniel: tells me: warning, you must plug magicjack into usb
daniel: in red
daniel: it has now opened the magicjack.com website
Irish: ]Plug in your magicJack. Now right click on my computer and select "manage". In there click on "Disk Management".
daniel: i have done all this already
daniel: did this yesterday
daniel: the device does not mount to the system
daniel: it is not in disk management
daniel: i as well cannot format the removable media
daniel: which is something else i was told to do yesterday
Irish: Have you tried to plug in your magicjack to a different computer?
daniel: at the beginning of this conversation i told you i have
daniel: same result
daniel: the computer i am using now is vista
daniel: the other system i tried it on is xp
daniel: i have tried it on both operating systems
daniel: and i get the same result
daniel: what are my options on swapping this device out?
Irish: Go to "My Computer". From menu bar go to Tools and select Folder Options. In there click on the View tab. In there make sure the option "show hidden files and folders is checked". Now click OK.
daniel: that was my initial question
daniel: that will not make a difference. there is no point in showing hidden files and folders
daniel: the device is not connecting to the computer
daniel: there are no hidden files to show
daniel: but, i do have that option already done by default
Irish: Now double click on your hard drive (usually called C:\). In there double click on "documents and settings". In there double click on the folder that has the username you use when logging in to Windows. In there double click on "Application Data". In there double click on folder called "mjusbsp". In there double click on folder called "ug00000". In there double click on the icon called "setup". See if your magicJack starts.
daniel: ok
daniel: i will try that now
daniel: this is new. the agent yesterday didnt tell me this
Irish: Thank you.
Irish: Okay.
daniel: no folder is available at that location on vista
daniel: i went to appdata
daniel: and the folders are local, locallow, and roaming
Irish: May I know if you did click "documents and settings". ?
daniel: i do not see a documents and settings folder
daniel: this is vista
daniel: not xp
Irish: Okay.
Irish: Under application Data please check for folder called "mjusbsp.
daniel: no folder
daniel: the folder application data does not exist in vista
daniel: that is a folder under documents and settings in xp
daniel: vista has a folder called appdata
daniel: and the mjusbsp is not in the folder appdata
daniel: are you still there?
Irish: Open task manager (control+alt+delete) and click the tab named Processes. Locate and end the following processes: UTSCSI, NEWNET_SETUP, MAGICJACK, and MAGICJACKLOADER. If one or several of these are not listed, do not worry. Now unplug your magicJack, wait 15 seconds, and plug it back in.
daniel: a better shortcut is ctrl+shift+esc by the way
Irish: Okay.
daniel: utscsi is not in the list of processes
daniel: neither are any of the others
daniel: nothing is present in processes
Irish: Please go to Computer and locate the drive named Vista Only, Phone, or removable disk (make sure it is the magicJack drive). Right click that drive, click format, and click start
daniel: the drive is not being recognized by the system
daniel: therefore the device would not be there
daniel: i keep getting a usb device unrecognized error
daniel: i told you this before
Irish: Please try plugging your magicJack into an AC powered USB that is connected to a USB port on your computer
daniel: i am plugging the magicjack into a usb port built into my laptop
daniel: i have tried all three ports
daniel: same result
daniel: i have as well tried it on the 6 jacks on my qosmio g45-av680
daniel: same result
Irish: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.
daniel: thank you
info: Please wait while I transfer the chat to the best suited site operator.
info: You are now chatting with 'Grace'
daniel: hello grace
daniel: how are you today
daniel: i am having a problem with my magicjack and the other specialist/tech could not help
Grace: fine, and thank you for asking.
daniel: hopefully you can help me
daniel: you are welcome
Grace: how may I assist you?
daniel: my magicjack device is not being recognized by my system. the device will not mount, and as a result all the options advised by the previous specialist would not work
daniel: the light on the device does not come on
daniel: and i get an error stating that the device is unrecognized by my system
daniel: it as well does not come up as an available device in the device manager
daniel: i am wondering if the device is defective or can be fixed. i am plugged this device into the computer i am currently using (a windows vista machine), and have tried plugging it into my other computer ( a windows xp machine). i get the same result
daniel: are you there grace?
Grace: yes,,
Grace: sorry for the delay..
daniel: that is ok. i wanted to make sure we were still connected
Grace: I also read your previous chats Daniel.
daniel: then you know that i spoke to a previous tech about this situation as well then
Grace: may I have your fullname and email address please Daniel and also your MJ number.
daniel: xxxxxxxx xxxxxxxxx
daniel: xxxxxxxxxxxxxxxxxx
daniel: 985 326 3059
Grace: thank you.
Grace: have you seen the softphone in your screen?
daniel: not on the computer i am currently using
daniel: i have never used the magicjack on this computer before
daniel: and on the system that i normally use the magicjack on
daniel: about three days ago the softphone was visible
daniel: but as of the 1st of this month the device stopped working
daniel: and i have not seen the softphone on that system since
daniel: the light of the magicjack doesnt turn on on either computer
Grace: does it says Ready to call?
daniel: the softphone does not come up
daniel: so it cannot say that
Grace: okay.
daniel: the light on the magicjack will not even come on
Grace: please unplug and plug it back..
Grace: let see if the softphone will appears in your screen.
daniel: to be honest, while waiting for you to come back i have done that approximately 10 times
daniel: nothing is happening
daniel: i just tried it again, and nothing has happened
daniel: the magicjack has never been used on this computer before, and the software does not even attempt to install
Grace: okay.. and thank you for the infomation Daniel..
daniel: you are welcome grace
Grace: would that be okay if we will reformat your MJ?
daniel: i do not mind that, but the magicjack is not accessible
daniel: if we can get it to be accessible
daniel: then sure
daniel: lets do it
Grace: thank you.
Grace: please do not unplug the MJ from your usb port.
daniel: ok
daniel: i wont
Grace: please go ot my computer.
Grace: then look for the MJ drives.
daniel: no magicjack drives are visible
daniel: occasionally, when i unplug the mj then plug it back in, the system tells me that the "usb device has malfunctioned"
daniel: can you tell me of something else to do. no mj device(s) is/are visible
Grace: may I know what is in your my computer?
Grace: is there any removable drive?
daniel: it is "computer"
daniel: i am using windows vista
daniel: no
daniel: there is no removable drive
Grace: okay.
Grace: in your computer what is in there?
daniel: c:, dvdrw drive (dSmile, dvd drive (eSmile, cd drive (fSmile, nero scout
Grace: Daniel, please remove the nero in your computer settings since that is not compatible with MJ.
daniel: which burning rom software is compatible with mj?
Grace: okay.
Grace: here's the infomation regarding incompatibility with MJ.
Grace: Check for anything called musicmatch, musicmatch Jukebox or Yahoo Jukebox and Nero & Roxio. If you have any, please remove them
daniel: i will remove now, but i want you to know that i had been using magicjack with nero on my systems since i have owned the mj
daniel: as well, if i uninstall nero it will tell me to reboot
daniel: how do i get in touch with you to continue our session?
Grace: you can chat us back again and request of me then Daniel, and need not to worry since this chat sessions is being recorded.
daniel: ok
daniel: so i asked the representative for grace?
Grace: Yes, and that would be okay..on the higher level..
daniel: ok
daniel: well i suppose we can end this session for now. i will reboot, and i will get back with you in anywhere from five to ten minutes
daniel: vista has a slow shut down and reboot time, otherwise it would be faster. i am uninstalling nero now
daniel: speak to you soon, and thank you.
info: Your chat transcript will be sent to [email protected] at the end of your chat.
Grace: look forward to that and you are more than welcome.
Grace: 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!

Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Nash'
Nash: Hello, how may I help you?
daniel: hello, can i speak with grace
daniel: i had to reboot my computer
Nash: I apologize Daniel but grace is currently unavailable.
daniel: she told me she would be available
Nash: Please address to me your concern instead.
daniel: i need to speak with a higher level of support
daniel: that was the reason for speaking with her before
Nash: Ok Daniel.
Nash: Please hold while I transfer you to a higher level of support.
Nash: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

info: Please wait while I transfer the chat to the best suited site operator.
info: You are now chatting with 'Glenda'
Glenda: Hi this is Glenda, I will be assisting you today. Please hold while I check your previous chat.
daniel: ok
Glenda: Thank you for waiting.
daniel: no problem
Glenda: My apologies, but Grace is not available at this time.
Glenda: Would you allow me to assist you so we could fix the issue?
daniel: sure. but i do hope we can fix the issue or find some other measure of dealing with the problem
daniel: i am ready when you are
Glenda: Sure thing.
Glenda: Have you plug it in?
daniel: it is plugged in right now
daniel: but no light is on
Glenda: I see.
Glenda: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Glenda: http://upgrades.magicjack.com/upgrade/upgrade.exe
daniel: i have done that before approximately 10 times just to let you know. i have already downloaded it, so i will attempt to install it again
Glenda: Thanks.
Glenda: After running upgrade please unplug your magicJack and plug it back in to different USB port after 15 seconds.
daniel: warning: you must plug magicjack into usb
daniel: it says that every time, and has just said it again
Glenda: I see.
daniel: after which point, it just loaded the magicjack website
Glenda: Do you have different PC there?
daniel: not accessible at the moment
daniel: but if you did read my chat log
daniel: i said to the previous people
daniel: that i have plugged it into another pc
daniel: and it still does the same thing
Glenda: Go to control panel in Windows. In there open "Folder Options" and then click on the "View" tab.
Glenda: Now check the option that says, "show hidden files and folders" and the click "Apply" and "Ok"
daniel: i already have hidden files visible
daniel: i just had my fiance plug the mj into her computer
daniel: the light is flickering
daniel: ultimately, this device does the same thing on all computers i have tried it on
daniel: anyways, i have all hidden files and folders visible. what should i do next?
Glenda: Now go to "Computer"
Glenda: In there double click on C:
Glenda: Then double click on the "Users" Folder
Glenda: Now Double Click on the Folder that has the name you use when you log into Windows, If you do not have a log in name double click on the folder called "Admin"
daniel: ok
daniel: done that. now what next
Glenda: Now double click on the folder called "AppData"
Glenda: Now double click on folder called "Roaming"
Glenda: Now double click on folder called "mjusbsp"
Glenda: In there double click on the folder called "ug00000"
Glenda: In there double click on the file called "Setup"
Glenda: Your magicJack should now start.
daniel: there is no setup in the folder
daniel: only
daniel: monly magicjacksplash.exe
daniel: only magicjackspash.exe
Glenda: Okay.
Glenda: Exit that window please.
Glenda: Go to "computer"
Glenda: In there right click on "magicJack" and select "Explore"
Glenda: In there right click on "autorun" and select "Run as admininstrator"
Glenda: See if magicJack starts.
daniel: there is no magicjack
daniel: by the way, the magicjack blue light is still not on
daniel: the computer says usb device not recognized
daniel: this is what it usually says
Glenda: Are you using the USB extension cord?
daniel: i am now
daniel: i have just removed it
daniel: and have the mj plugged directly in without the usb extension cable
daniel: stioll, no blue light though
Glenda: Try plugging it in directly to the USB port at the back of your tower.
daniel: i am using a laptop, but i have connected it directly
daniel: it has been plugged in directly for approximately 1 minute now
Glenda: Okay.
daniel: still, no light
daniel: no response of it being plugged in from the os either
Glenda: Go to Computer and look for the magicJack drives.
Glenda: Right click on that magicJack drive and tell me which drive that has format option.
daniel: there is no magicjack drive
daniel: kindly do not ask me this again. every support agent has repeatedly told me to do this. the magicjack is not mounting to the system
daniel: we need to figure out how to get the magicjack to connect to the computer
Glenda: If it's okay with you please plug it in on your XP Daniel.
daniel: i cannot do that at the moment. my xp system is in another room, and someone is asleep in there at the moment
daniel: i am in eastern europe and it is nearly 10:30 (22:30) over here
daniel: however, please take my word for it when i say that this problem is doing the same thing on the xp system
daniel: i will say this though that is different from the xp system to vista
daniel: the magicjack mounts and is assigned a drive letter for literally a fraction of a second, then unmounts itself
Glenda: Okay.
daniel: other than the flicker of being mounted before unmounting, there is no difference
daniel: the hardware itself has a problem
Glenda: Have you disable your windows firewall and antivirus?
daniel: firewall is disabled by default. not my antivirus
daniel: actually
daniel: my antivirus is turned off as well
Glenda: Please check your bandwith speed at speedtest.net
daniel: my bandwidth is suitable
daniel: it is approximately 250 KB/s
Glenda: Please download the latest version of Java from www.java.com
daniel: but i do want to say that bandwidth has nothing to do with the device being recognized by the system
daniel: i have done that
daniel: and actually
daniel: using the newest version of java, i cannot view the page to download the fix for the plug magicjack into usb error
daniel: anyways, the newest version of java is installed
daniel: and again, should have nothing to do with the device being recognized by the system
daniel: i have just finished having my version of java tested at java.com. it is the current version and it working properly
Glenda: Please go to C:>Documents and Settings>Users>Application data>Roaming> mjusbsp>in00000. Copy the file named setup and close that folder. Now click the Start button, click All Programs, right click the Startup folder, and choose open all users Paste the setup file into that folder. Your magicJack will now start on bootup.
daniel: here is no setup in that folder
daniel: and by the way
daniel: i am using vista
daniel: the folders you told me are for the most part for xp
daniel: this is the location path for vista
daniel: C:\Users\xxxxxxx\AppData\Roaming\mjusbsp\ug00000
daniel: similar, but different
daniel: glenda, i have spent over 3 hours on this now
daniel: is it magicjacks policy to continue with the same questions to try and get the device working, or is there another step
daniel: such as a higher level specialist
daniel: or
daniel: a swapout program
daniel: can i get this device replaced?
Glenda: Please try an AC powered USB hub as it will boost the power.
daniel: i cannot spend another hour trying to troubleshoot this when it is not working
daniel: i have been doing direct connect of the mj
daniel: please read my last 10 or so comments
Glenda: Yes, you can but if possible lets try using different PC for that first with your XP if possible to make sure that it's really the magicJack that is defective.
daniel: i told you it is
daniel: glenda, i have spent 3 hours on this
daniel: i cannot spend any more time. it is doing the same thing on my xp system as it is on this system
daniel: i cannot continue to try and troubleshoot the same thing over and over and over again
Glenda: I understand.
daniel: i have been patient and done almost everything you all have told me to do
Glenda: May I know when did you placed an order?
daniel: i purchased it off ebay possibly 3 months ago
daniel: approximately 3 months
Glenda: I see, my apologies but all we can do here is help you in troubleshooting your magicJack but not replace it. I suggest you to please do contact that certain reseller for your replacement.
daniel: you have to be kidding me
Glenda: Yes, we only replace magicJacks that are bought on our website but for the resellers they have there own policies for that.
daniel: so you are telling me that this device has no warranty???
daniel: it does not matter who i bought the device from
daniel: it is your device
daniel: and electronics have a warranty
daniel: so ultimately you are saying you have no warranty on your products unless i buy from you, yet, the device one way or another was bought from you
Glenda: I understand your concern Daniel, but please understand that we don't have any records of your order here on our database since you bought that on ebay.
daniel: and what if i get the original record of the original owner?
Glenda: It will be them who will process the replacement for you, Daniel.
daniel: do you have a supervisor i can chat with concerning this?
Glenda: I am a Supervisor, Daniel.
daniel: so how do i go about getting this person to process the replacement?
daniel: can i have them speak to you for the replacement, but i send you the replacement, and you send me the replacement back?
daniel: i mean, i send you my magicjack, and you send me the replacement?
Glenda: Please do contact them first, Daniel for they also have their own agreement terms on that.
daniel: i will contact them as i am sure they will help me, but can you please answer my question
daniel: if they speak to you to issue a replacement, i send you my magicjack, will you send the replacement to me or to them???
Glenda: To whom the replacement is address to.
daniel: so in other words, it will come to be if addressed to me
daniel: and let me ask you something else
daniel: i am in eastern europe
daniel: will you mail the replacement to the czech republic?
Glenda: No, we only do shipments in both US and Canada.
daniel: hehe
daniel: man, you all really need to work on customer satisfaction
daniel: jesus.
daniel: well, i will see what i can do with the original owner
daniel: spend another 3 to 5 hours on this
daniel: and get back in touch with you all
Glenda: Please do.
daniel: and by the way, i wish to god one of you would have admitted a long time ago that you have no idea what i wrong with my device
daniel: you, grace, irish, and the other person i spoke to have wasted a lot of my time
daniel: all to tell me that i cannot get it replaced. customer services has obviously gone out the damn door in the good ole u.s. or a.
daniel: ** u.s. of a.
Glenda: I do apologize for that, Daniel. We all tried our best to help you. I can issue you a replacement if only you bought it from us but the it's not. So please do contact your reseller for that.
daniel: i will do that; however, please report to your supervisor i have to report this to the better business bureau
daniel: i know you have tried to help me get the device working
daniel: but whether i purchased the device from you or from a third party, i should still be entitled to the same warranty
daniel: after all, the money ultimately goes to you.
daniel: i kept my cool until now, and i had been very patient
daniel: i will attempt to speak with the original owner
daniel: and i will be in touch
Glenda: I will Daniel and you may do what you think is appropriately necessary.
Glenda: Again, I do apologize for the inconvenience and appreciate your patience.
daniel: oh
daniel: glenda
daniel: one more thing
daniel: what is the warranty policy
daniel: are you there?

info: Your chat transcript will be sent to [email protected] at the end of your chat.
Glenda: Yes, I'm here.
daniel: can you please tell me what the warranty is on the magicjack
Glenda: Please refer to our Terms of Service http://www.magicjack.com/site/tos.html
daniel: so magicjack has no warranty for the device hardware malfunctioning?
daniel: is that correct?
Glenda: We have the 30 day trial period for that, but we can only issue you a replacement once.
daniel: well, i will speak to the original owner. i want to make one note though. if you really care about your service, then you will strongly consider having far better customer relations, not to mention having better tech support. read the forums on the net. people are not very happy with your tech support.
daniel: anyways, enough of wasting my time. have a good one and i will be in touch.
daniel: later

I have also spent 3 hours for a replacement. I was promised a replacement by 5 chat techs and all they do is lie. They tell you an email will be sent in 24 hours with instructions and an RMA #. I'm waiting a month and no email. MJ is a piece of junk and the whole company is junk.

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