Unable to access your magicJack error

sparkbox · Post by **sparkbox** » Wed Mar 19, 2008 10:20 pm

I did the magicfix everything tests ok except this:

Unable to access your magicJack. Please reinsert the magicJack and contact tech support if the problem continues

The magicjack works but was curious why this test fails.

I am running Vista 32bit Business on A Fuji T2010 tablet pc

str8shooter · Post by **str8shooter** » Sat Mar 22, 2008 5:34 pm

Mine does the same thing. It would't be a problem, but you won't be able to update your MJ. I have ordered a replacement for mine. Good luck.

Jerry

afinegold · Post by **afinegold** » Sun Mar 23, 2008 1:07 am

Ignore the "false" report you're getting.

I had the same issue last night with my new MJ. I chatted with a rep who asked what version of Windows I was using. When I said Vista, he said to ignore the warning, the big red X, because it was not a problem, just some glitch in MagicFix. That makes sense because all 15-20 other lines had a green checkmark, and , like you, I'm able to dial in and out just fine.

Al--

sparkbox · Post by **sparkbox** » Sun Mar 23, 2008 11:55 am

I thought it might be a problem with vista however I receive the error on XP SP2 machines as well. I have mJ coming later this week - will see if also has the error.

bravoland · Post by **bravoland** » Tue Mar 25, 2008 9:18 am

I am interested to know how this works for you as well.. i just got a replacement in last week (old magicjack only showed up as unknown device on 3 pc's ...smelled 'burnt'

i remember the magicfix showing fine for everything though

my new one has the red x for this .. although phone appears to work fine.

str8shooter · Post by **str8shooter** » Tue Mar 25, 2008 10:55 am

You folks might want to try the beta mac update. This is for PC's as well. Here's the address:

http://www.magicjacktv.com/1/mac.asp

afinegold · Post by **afinegold** » Tue Mar 25, 2008 4:53 pm

Str8shooter,

Where did you get the information that the Mac MagicFix is for PCs also? The link you provided talks only about Mac software versions. I'm very reluctant to try your suggestion without some corroboration from others. And you didn't say you had tried and done it successfully on your own PC, only that it's for PCs also. So how do you know that?

Al--

str8shooter · Post by **str8shooter** » Wed Mar 26, 2008 3:27 pm

afinegold

Hi, this is the tail end of one of my chats with customer service:

Jerry : yes - I am convinced It has a hardware problem. The only thing I havn't tried is un-installing it.
Ashley: Please download and run the MAC upgrade: http://www.magicjacktv.com/1/mac.asp (Applicable for XP & Vista users as well). This will reinstall the entire software on your magicJack.
Jerry : ok thank you Ashley, Selena, and Victoria
info: Your chat transcript will be sent to

I did receive my new MJ today. It works great, of course the last one did too the first day. And, no I still am not recognized by magicfix???

afinegold · Post by **afinegold** » Wed Mar 26, 2008 7:48 pm

Jerry, thanks for the good reply. But it sounds like your new MJ still gives you the big red X, right? And presumablly after applying the Mac version of MagicFix?

Although my CSR told me not to worry about the red X on accessing the MJ, i'm beginning to worry because another poster said that it mean that they won't be able to access the unit for any upgrades, etc., that we try to apply, and also because several posters have mentioned ordering and getting a replacement MJ.

So I'm not sure where we stand on this whole issue, except maybe on shaky ground! Help!

Al--

str8shooter · Post by **str8shooter** » Thu Mar 27, 2008 5:08 pm

I was unable to apply the mac upgrade, as it doesn't recognize my MJ. The new one I installed yesterday is down today. I am still giving my land line provider the boot. I think having MJ and tracfones (still no monthly charges), we'll get along just fine.

Elemeye · Post by **Elemeye** » Sat Apr 05, 2008 7:47 am

Also have the same issue with "Unable to access your MJ" error message from MJ.

Have Vista32 and WindowsXP coputers that give the same error and yet the MJ itself seems to be working for making and receiving phone calls.

I've only had few concerns as the MJ Softphone did not keep settings for my preferred speakers settings of the headset and occasional extremally poor phonecalls quality.
Running the upgrade.exe seem to help most of the time but I did not feel that running that upgrade utility 10 times a day is a good solution.

Spent 30 minutes on the phone with MJ TechSupport and they also recommended to download mac version of the Upgrade Utility.
The person on the other side pointed me to the Web Site with the MAC Upgrade but it was displaying Apache Server error message as that portion of their Web Site was not working.
Next day that portion of the Website was working but the Juva Update utility was not recognizing my MJ and showing couple of red X on its attempts.

Now the Java utility would not show anymore for Mac Upgrades and the File Download has magicjackUpdateUtility.dmg file which would not work on Vista PC.

Also there was another suggestion from MJ Support to download the latest Java from www.java.com which I already had done.

Kind of waiting for resolution.

Did people who have gotten a replacement MJ get any different firmware on theirs that fixes this issue?

afinegold · Post by **afinegold** » Sat Apr 05, 2008 2:40 pm

elemeye,

When you had MJ tech service on the line, did you ask, or did they say, whether a single red X on the connection line, with all other lines showing a green check mark, was a problem or a failure or a concern, now or in the future? Like many others with Vista, I get the red X on that one line, but my MJ seems to be working just fine for outgoing and incoming calls. I dont use it that much--as least so far--but Im wondering if the red X is something we should be concerned with or just an anomly with Vista and/or XP. Does anyone have any advice for the rest of us on that?

Also, can you share the tech service phone number you called to get them?

Thanks.

bigbear78 · Post by **bigbear78** » Sat Apr 05, 2008 7:44 pm

^ there is no tech support number!! Chat support only!

Elemeye · Post by **Elemeye** » Sat Apr 05, 2008 8:39 pm

Yeah. I've misspoken. It was a chat, not the phonecall conversation.
And the Technician at the time of our chat was not sure what that red X on unable to conenct to MJ message was about.

He did however mentioned that I should get the new Firmware update done which was supposently possible with the Mac version of the Update which was suppose to format the MJ and re0install everything to the most current standards.

Although he was playing stupid with me insisting on me fixing my Firewall settings to get rid of their Apache Web Server Error and put me on ignore or something after I've told him I get the same error on the other computer Network that does not have any Firewall

Go figure. I think they had there someone who does copy/paste answers to customers inquries and has access to customer accounts to look them up. But no real understanding on what is what.

Elemeye · Post by **Elemeye** » Sun Apr 06, 2008 6:06 pm

Getting this trying to run it from http://support.magicjack.com/hybridizer/macUpgrade.html

magicJack Mac OS X Upgrade
Your magicJack must be present to perform the upgrade. Please do not remove the jack until the upgrade is complete.

Red X Failed to download the files necessary to upgrade your magicJack. Please contact technical support.
Red X An error occurred while upgrading your magicJack.

Is there a file someone could share which was successfully downloaded from that site?

I wanted to upgrade my MJ

Thanks!

HemiRick · Post by **HemiRick** » Sun Apr 06, 2008 7:17 pm

I also have the unable to connect to MJ in my magicfix page. and spent about an hour in chat w/ a tech to no help at all. Running XP SP2 and I'm not gonna worry about it till the MJ doesn't work.....

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