Newbie Just Received Unit Won't Work

exactorman · Post by **exactorman** » Sun Mar 30, 2008 3:08 pm

I received my unit yesterday and when I plugged it in everything seemed to be working ok I registered got my ohone number but it would not work I ran magicfix and was told the computer did not recognize magicjack. I chatted with tech support and they had me do the usual stuff, download upgrade, remove programs, disable firewalls etc. The computer still would not recognize it. They hads me plug into another machine and when I did that it froze my computer on MJ startup. Is this unit defective or am I just an incompitent tool.

Thanks in advance

exactorman · Post by **exactorman** » Sun Mar 30, 2008 3:18 pm

who can't spell too well

LikeMagic · Post by **LikeMagic** » Sun Mar 30, 2008 3:36 pm

Explain your problem in detail, error message, etc.

exactorman · Post by **exactorman** » Sun Mar 30, 2008 4:58 pm

like i said i plugged in the unit everything was working fine but i could not log in after i got my phone number i ran magicfix from the magicjack website and it sais the computer did not recognize magic jack i was told to put the unit in a different usb port and try again which i did. if the problem persisted i was told to contact tech support which i did. ikept getting disconnected and they all were just reading from a manual no help. after more than 6 hours i gave up. this is my last hope or i return the unit.

thanks and pardon the typos

exactorman · Post by **exactorman** » Sun Mar 30, 2008 5:09 pm

sorry when i run magicfix it is all green check marks but tells me it is unable to access magic jack plug in again or contact customer service

LikeMagic · Post by **LikeMagic** » Sun Mar 30, 2008 5:28 pm

Saying "it wouldn't work" means a lot of thing to people who don't know the issue as well as you do. Ok, let me ask a few questions hopefully we can narrow down to what causing your MJ "not working".

- when you pick up the phone (connected to MJ device) do you hear steady dial-tone?
- if you have dial-tone, your outgoing call receives silence?
- did you try placing an incoming call to your MJ number? Did your MJ phone ring? If it rings, when you pick up, you receive silence?

You could also use your browser, go to the following site and perform a VOIP test of your internet connection:

http://www.testyourvoip.com

Tell us your VOIP test score or problem it reports.

exactorman · Post by **exactorman** » Sun Mar 30, 2008 6:01 pm

yes i have a dial tone
i cannot make an outgoing call
i did not get a ring when i called my number it went straight to a recording which added an extension adding 01 to my 10 digit phone #.
i believe the server is not seeing my unit.
when i plugged into another computer it shut down saying 'windows automatically shut down to avoid irreparable damage to the computer, please remove the newly installed software/hardware.'

exactorman · Post by **exactorman** » Sun Mar 30, 2008 6:04 pm

btw, my test score was 4.2

LikeMagic · Post by **LikeMagic** » Sun Mar 30, 2008 11:00 pm

exactorman wrote:btw, my test score was 4.2

Do you remember when you ran the VOIP test, did the test go through port 5060 or it retried on a different port (such as 6000)?

exactorman · Post by **exactorman** » Mon Mar 31, 2008 1:07 am

magicjackross · Post by **magicjackross** » Mon Mar 31, 2008 9:53 am

Are you behind a firewall? Are you using a router? Try forwarding/opening UDP ports 5060 and 5070 and TCP ports 443 and 80

Stewart · Post by **Stewart** » Mon Mar 31, 2008 11:29 am

If you have a router, do a test with your PC connected directly to cable modem, bypassing the router. You'll have to cycle power to the modem for this test, and again when you reconnect the router.

If you run a software firewall other than Windows Firewall, try a test with the firewall disabled (for security, don't bypass firewall and router at the same time).

Before you try to call, does the softphone show "ready to call"? If not, what error appears there? When you try to call, what appears in the softphone window? What do you hear? Does the called phone ring? If so, can they hear you when they answer? When testing, be sure to dial 11 digits (1 + areacode + number).

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 11:36 am

exactorman wrote:6000

Your internet connection is fine as your VOIP score is over 4.0. VOIP/SIP uses port 5060 (MJ client) & 5070 (MJ server) for outgoing/incoming call setup. The VOIP test site would try port 5060 first and if call setup fails on 5060 then it would try on port 6000. This usually means your router is not taking request from MJ softphone on port 5060 on outgoing & incoming call. You can try to power cycle your router to see if it works better. If not you will have open port 5060 & 5070 on the router, pointing to the IP address of the PC that MJ device is installed.

Do you currently use any VOIP service such as Vonage? If so, did you or anyone else set up port forwarding on your router for that VOIP service to work? If port forwarding for 5060/5070 is currently enabled on your router, pointing to another PC/device's IP (and not your PC's IP) then the router will not route incoming request for port 5060 to the correct PC with MJ device.

How old is your router? What's the make & model #? You could also try another router if you have one handy. Most newer routers would automatically open & close ports needed by most applications (VOIP, online games, internet apps, etc) so your issue would be a no-issue

Good luck!

exactorman · Post by **exactorman** » Mon Mar 31, 2008 1:38 pm

I want to thank all for your help. I am not the most sophisticated of computer guys but understand enough to get by. This is my router Netgear WGR614 54Mbps Wireless Firewall Router. I know how to get into the setup and saw the advanced setting for port forwarding and triggering but am not really certain exactly what I have to do. Do yo know where I can get a step by step explanation for opening UDP ports & TCP ports. Also I have my phone through the cable provided by Time Warner. Would that interfere with MJ? Once again thank you for all your help and easy to understand instructions. I m now going to try and bypass the router and see if that works.

BW

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 2:19 pm

You could try the following link from the PC with MJ installed, it should walk you through the process of forwarding a port. It will ask for the IP address of your PC (with MJ). If you don't know your PC's IP address, quick way is to open your browser and head to the following site:
http://www.dslreports.com/whois

How to set up port forwarding with Netgear WGR614, try to forward port 5060 & 5070 to your PC's IP:

[old link removed]

new link: http://kbserver.netgear.com/kb_web_files/N101145.asp

Stewart · Post by **Stewart** » Mon Mar 31, 2008 2:29 pm

If MJ works when the router is bypassed, before trying port forwarding, try checking Disable SPI Firewall and/or setting NAT Filtering to Open.

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 2:38 pm

Yup, this is good tip. I don't have the Netgear router so I don't really know their settings.

Also, while you're at it, you may want to update the latest firmware for your router version as latest firmware may contain some good fixes that may open/close ports automatically:

http://kbserver.netgear.com/products/WGR614.asp

exactorman · Post by **exactorman** » Mon Mar 31, 2008 3:09 pm

that pc config cost 30 bucs. not sure i want to spend that when there are no guarantees that this will work. i will try input myself, of course, not sure if i know what i'm doing but i really appreciate the help.

thanks,

BW

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 3:12 pm

Try the following Netgear link on how to set up port forwarding:

http://kbserver.netgear.com/kb_web_files/N101145.asp

exactorman · Post by **exactorman** » Mon Mar 31, 2008 3:58 pm

well the good news???? when i connected directly into the modem it still does not work. at the top of the dialing pad where it says magic jack it says please connect to the internet and double click here which i have done. it asks for email and password which i input but it just goes back to the same key pad with the same message please connect to the internet and click here. when i run magic jack it tells me unable to access magicjack please insert and contact tech support.

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 4:11 pm

Did you power cycle both the cable modem & the PC? The cable modem needs to be power cycled if you're trying to attach a new device (PC or oruter), power cycling is needed so that the cable modem could properly assign an IP to the new MAC address of the new device.

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 4:32 pm

exactorman wrote: Also I have my phone through the cable provided by Time Warner. Would that interfere with MJ? Once again thank you for all your help and easy to understand instructions. I m now going to try and bypass the router and see if that works.

BW

I missed this part that you are also having your phone service through Time Warner cable. Where is the phone converter box located? Does this box accept coax cable as input or ethernet (RJ-45) cable (LAN based) as input? Output should be ordinary RJ-11 telephone ports.

- If this telephone converter box uses ethernet cable input (LAN based), then it should be connected to one of the LAN ports on your router.

- If this telephone converter box uses coax cable input then your main TW cable input would be splitted into several ways, 1 for the telephone box, 1 for your cable modem and 1 or more for your TVs.

Which is your setup?

exactorman · Post by **exactorman** » Mon Mar 31, 2008 4:44 pm

the modem is an arris tm 502g. coax in ethernet to computer/router telephone line to telephones... btw, i spoke to t/w and after a great deal of hemming and haaaing they told me that their phone uses port 80. i asked tcp 80 and she had no clue and told me to call road runner which i did and they told me it was a telephone issue. they do not block any ports.

Stewart · Post by **Stewart** » Mon Mar 31, 2008 5:09 pm

When the router was bypassed, did you confirm that your Internet connection was otherwise working?

Are you running a software firewall other than Windows Firewall? If so, did you test with it disabled?

If it's neither of the above issues, use Wireshark to capture an attempted REGISTER request, report whether there is no response, or an error response.

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 5:15 pm

So the TWC cable box has both internet & VOIP (SIP) services in the same box. This could be probably your issue right here. VOIP/SIP don't normally work on port 80, they could but unlikely this is the case as port 80 is reserved for http (internet surfing). Let me do some research on this cable modem & TWC VOIP service.

exactorman · Post by **exactorman** » Mon Mar 31, 2008 5:28 pm

i downloaded wireshark and got this message The NPF driver isn't running. You may have trouble
capturing or listing interfaces. other than that not sure how to do what you requested. btw, i did establish i'net direct to modem. i disabled my firewall immediately. once again tx to all. if nothing else i'm learning quite bit.

bw

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 5:41 pm

So when you connect your PC directly to the cable modem, does MJ softphone say "ready to call"? If it does then you should have dial-tone.

exactorman · Post by **exactorman** » Mon Mar 31, 2008 5:46 pm

nope it still says at the top center of the dialing pad where it says magic jack.... please connect to the internet and double click here which i have done. it asks for email and password which i input but it just goes back to the same key pad with the same message please connect to the internet and click here. when i run magicfix it tells me unable to access magicjack please insert and contact tech support.

it is not seeing the unit....

Stewart · Post by **Stewart** » Mon Mar 31, 2008 5:51 pm

exactorman wrote:i downloaded wireshark and got this message The NPF driver isn't running. You may have trouble
capturing or listing interfaces. other than that not sure how to do what you requested. btw, i did establish i'net direct to modem. i disabled my firewall immediately. once again tx to all. if nothing else i'm learning quite bit.

bw

http://wiki.wireshark.org/CaptureSetup/ ... Privileges

LikeMagic · Post by **LikeMagic** » Mon Mar 31, 2008 5:51 pm

I'm a little bit confused now. So when you connected your PC to the Netgear router (router to cable modem) earlier then the MJ softphone displayed "Ready to call" (having dial-tone)? You said you had dial-tone before and it should mean MJ softphone displayed "Ready to call".

exactorman · Post by **exactorman** » Mon Mar 31, 2008 6:06 pm

nope i have alwys gotten a dial tone but never 'connected to the internet' always get the same message on the softpad please connect to the internet and doubleclick here. i tried to dial, btw, but nothing ever happened...

kumar · Post by **kumar** » Mon Mar 31, 2008 7:56 pm

exactorman wrote:nope i have alwys gotten a dial tone but never 'connected to the internet' always get the same message on the softpad please connect to the internet and doubleclick here. i tried to dial, btw, but nothing ever happened...

Hmm...i get that sometimes...i double click AND enter my email and password... I used to not to that, but that never helped.
Peace
Kumar

exactorman · Post by **exactorman** » Tue Apr 01, 2008 1:24 pm

thanks for all your help... i guess we are out of ideas... i am returning this POS... btw, i bought a powered hub like tech support suggested and it got fried when i pluugged mj into it... gl to all...

BW