Can't hear inbound caller (silence on the line) - firewall?

[brinf1]

Hello,

We're new to magicjack (had it for about a month now) and although we love the concept and $$ savings, the product has not worked well for us at all. Our MJ is plugged into my wife's Windows XP computer over USB, and the wife's computer is physically plugged into a router which is plugged into our DSL modem. We have had various problems with the system (weak rings, low volume on our wireless handset, intermittent poor audio quality) but the worst of them is that even when someone calls and we actually hear the phone ring (more like warble, it's pathetic), when we answer it we hear only silence on the line nine times out of ten. (In fact, since we've had this we've only been able to actually answer the phone and hear the incoming caller maybe twice, out of dozens of incoming calls). Conversely, when we ourselves place a call, the system usually works fairly well. To be clear, the problem seems to be with incoming calls, and not with placing calls out. Weirdly, even though we can only hear silence on the line when answering the phone, the incoming caller is still able to leave a crystal clear voicemail. Usually, we are forced to check the message and/or caller ID and call the person back. Needless to say, this is highly inconvenient!

The weak rings I am assuming is a problem with the specific model of phone we are using (based on Googling the issue). Frankly, we can live with that problem, or replace the phone with one "certified" to work with MJ. But not being able to hear inbound callers is just about a deal breaker, and we're thinking of returning the product.

So my question is, before we give up entirely, could the problem here be that I have to get into my router and open up some ports or something for incoming calls to make it through properly? Or, do I have to do anything on the WIndows XP firewall running on the host PC? Both? I'm aware that most routers and firewalls don't block/filter outbound traffic, just inbound, so that makes me think maybe this is a routing or firewall issue. But, if so, I'm frankly amzed that there isn't a stickied topic in this forum on how to properly configure one's router/firewall for MJ, since I assume many folks are using MJ behind a router/firewall just like me! So I'm confused. Can someone clarify whether I need to do anything with my router/firewall, or should I just junk this thing? Thanks in advance for any help!

[lychy]

There probably isn't a sticky because there are so many different types of routers.

I bet if you search you could find more info about modem/router settings.

[brinf1]

There probably isn't a sticky because there are so many different types of routers.

I bet if you search you could find more info about modem/router settings.

Good point about the large number of routers - it would be hard to post detailed instructions for all the different models out there.

However, detailed instructions aren't really what I'm after - I was hoping that someone could just confirm or disconfirm whether or not one must configure their router/firewall to allow magicjack to function properly when it's connected to a PC behind a router or firewall. I'm competent enough that if someone just said "Yes, you must configure your router/firewall" I could do the rest (although of course I'd need the specific ports required to be opened).

Since in reading over the first four pages or so of this forum I see almost no topics regarding router or firewall settings, I'm feeling kind of pessimistic that our problem is caused by this - even though it would explain it pretty well. I have Googled the issue but the few bits I found on it were conflicting - one site had people turning off their firewall entirely, another guy had people opening up large numbers of ports on their routers only to be shouted down by others insisting he was wrong (either about the need to open ports at all or about the specific ports to be opened).

So, again, I'm not asking people to explain to me how to log in to my router and configure it - I already know how to do that. What I need to know is whether such a step is necessary at all and, if it is, what the port #s are. If it's a windows XP firewall issue, advice on how to solve it without dropping the firewall entirely would also be appreciated.

[bitstopjoe]

Have you looked into a POWERED USB hub?? Tried a different USB port ( in the back of the PC if possible)? AND if you are using the extension cord which came with the MJ, DON'T. It causes WAY to many problems than it is worth.

Joe Sica

[brinf1]

Have you looked into a POWERED USB hub?? Tried a different USB port ( in the back of the PC if possible)? AND if you are using the extension cord which came with the MJ, DON'T. It causes WAY to many problems than it is worth.

Joe Sica

No, because the MJ is already plugged directly into the PC, and I'm not using the extension cord. I could plug the MJ into a different port but given that the MJ "works" (in that calls ring through to the phone and calls that we place ourselves generally work OK) I rather doubt that the USB port is the issue.

I did the live chat thing with MJ support, who (in the process of telling me to shut off my firewall entirely) gave me a couple of ports to add to Windows firewall as exceptions. I also ran a magicjack update .exe that the agent pointed me to. If my issue is solved by one or both I'll update this thread in case others are experiencing the same problem.

[lychy]

There probably isn't a sticky because there are so many different types of routers.

I bet if you search you could find more info about modem/router settings.

Good point about the large number of routers - it would be hard to post detailed instructions for all the different models out there.

However, detailed instructions aren't really what I'm after - I was hoping that someone could just confirm or disconfirm whether or not one must configure their router/firewall to allow magicjack to function properly when it's connected to a PC behind a router or firewall. I'm competent enough that if someone just said "Yes, you must configure your router/firewall" I could do the rest (although of course I'd need the specific ports required to be opened).

Since in reading over the first four pages or so of this forum I see almost no topics regarding router or firewall settings, I'm feeling kind of pessimistic that our problem is caused by this - even though it would explain it pretty well. I have Googled the issue but the few bits I found on it were conflicting - one site had people turning off their firewall entirely, another guy had people opening up large numbers of ports on their routers only to be shouted down by others insisting he was wrong (either about the need to open ports at all or about the specific ports to be opened).

So, again, I'm not asking people to explain to me how to log in to my router and configure it - I already know how to do that. What I need to know is whether such a step is necessary at all and, if it is, what the port #s are. If it's a windows XP firewall issue, advice on how to solve it without dropping the firewall entirely would also be appreciated.

I run my MJ on my main home PC with firewall and antivirus software (AND a 2wire router with ATT internet).
I did not need to adjust a thing to make it work.
I was running McAfee, now I am running Microsoft Security Essential.
Both have different firewalls and I didn't need to change anything.
I run Win7-64bit 250GB HD and 4GB ram.

I don't think it is necessary to have to do those things to get MJ to work.

[brinf1]

I run my MJ on my main home PC with firewall and antivirus software (AND a 2wire router with ATT internet).
I did not need to adjust a thing to make it work.
I was running McAfee, now I am running Microsoft Security Essential.
Both have different firewalls and I didn't need to change anything.
I run Win7-64bit 250GB HD and 4GB ram.

I don't think it is necessary to have to do those things to get MJ to work.

Thanks for the reply - this was the kind of info I was looking for, even though it kind of dashes my hope that a quick firewall adjustment would fix everything. Stands to reason that if the firewall needed tweaking such info would be all over magicjack's site and this one. Now I'm just stumped - what would cause the overwhelming majority of incoming calls to result in silence on the line when they are answered, while making outgoing calls works fine? When I started this search I thought this problem would be common but there are virtually no topics like it on this site or on the larger Internet . . . (sigh) . . .

[crackerjack]

Might be time to scope out your underlying internet connection.

Try running the test routine at http://myvoipspeed.visualware.com
(requires Java)
Choose a server near you or use the Dulles, VA selection which will give you 4 tabs worth of results. Pay close attention to packet loss, jitter and MOS results

[lychy]

Might be time to scope out your underlying internet connection.

Try running the test routine at http://myvoipspeed.visualware.com
(requires Java)
Choose a server near you or use the Dulles, VA selection which will give you 4 tabs worth of results. Pay close attention to packet loss, jitter and MOS results

I second that.
I tested last time someone posted about this and my connection was really good, even with DSL at 3Mbps speed.
I got att because I knew it was reliable and I had horrible service with cable internet for over a year.

If there are high levels of interference, then I bet that's what's causing the problem!

I wish I could be more help.

[brinf1]

Might be time to scope out your underlying internet connection.

Try running the test routine at http://myvoipspeed.visualware.com
(requires Java)
Choose a server near you or use the Dulles, VA selection which will give you 4 tabs worth of results. Pay close attention to packet loss, jitter and MOS results

I went to run the test, but am stumped at the "choose a codec" stage of the test. There are any number of choices but I have no idea which one is appropriate for magicjack. Any advice?

I also thought I'd add that after running the magicupdate.exe (or whatever that filename was) and adding the 2 port exceptions to Windows firewall that MJ's chatbot suggested, the very next incoming call I got I was able to answer - first one in several weeks. I'll need more of a sample size before I declare my problem solved, of course, but I have some hope.

[brinf1]

update: our problem is NOT fixed. Received several calls today, answered using both our corded and wireless handset, silence on the line. I did discover that, from the caller's side, there is no indication that the phone has been answered - they just hear the phone ring the predetermined number of times until voicemail picks up.

So, I am now wondering if the problem might be that the magicjack simply isn't able to sense that the phone has been picked up. As I said earlier, our phones ring weakly when calls come in, as though they barely are able to sense the incoming call. Maybe the same problem accounts for both the weak ringing and for magicjack failing to detect that the phone has been answered...what do you guys think? Could switching telephones fix both the weak ringing and the "silence when answering calls" problem?

[bitstopjoe]

update: our problem is NOT fixed. Received several calls today, answered using both our corded and wireless handset, silence on the line. I did discover that, from the caller's side, there is no indication that the phone has been answered - they just hear the phone ring the predetermined number of times until voicemail picks up.

So, I am now wondering if the problem might be that the magicjack simply isn't able to sense that the phone has been picked up. As I said earlier, our phones ring weakly when calls come in, as though they barely are able to sense the incoming call. Maybe the same problem accounts for both the weak ringing and for magicjack failing to detect that the phone has been answered...what do you guys think? Could switching telephones fix both the weak ringing and the "silence when answering calls" problem?

This is why I recommended a POWERED USB hub as some PC's USB ports are weak when it comes to power. This is the one I use as well as others on here and it has fixed MANY MJ weird problems. http://www.windmilltrading.com/USBProds ... 4U2ABK.htm
Also make sure your USB Root Hub in deivce manager ( usually more than one) is NOT set for power saving. If yes uncheck and reboot and see what happens. Though I would still try a POWERED USB hub.

Joe Sica

[brinf1]

Well, we're certainly willing to try a powered USB hub (in fact we already own one that we use on another PC, just have to figure out where I stashed the power brick since we use it unpowered).

I take it that you think the USB power issue is more likely the culprit than my phone?

[bitstopjoe]

Well, we're certainly willing to try a powered USB hub (in fact we already own one that we use on another PC, just have to figure out where I stashed the power brick since we use it unpowered).

I take it that you think the USB power issue is more likely the culprit than my phone?

Well since the MJ is a USB device ANYTHING that can affect the way the USB works can and is suspect. Am I 100% sure, nope...........

Joe Sica