Problems? Here’s How… » 15 Quick Fixes for Common magicJack Problems

15 Common Fixes for Common magicJack Problems

Try the following fixes for common magicJack problems. If one of the fixes doesn’t work, move on to the next.

Let's start our investigation at the most basic level. Verify you can log into your magicJack account at http://my.magicjack.com. If you're able to log in, hover the cursor over the “Account” tab and click on “Account Details” in the drop down menu. Verify the account is still active by checking the expiration date in the “Device Status” column. If you cannot login, it's time to contact the magicJack TechChat service to find out why. Hopefully you just forgot your password, as opposed to your account having been banned due to a violation of the US Subscriber Agreement or the Canadian Subscriber Agreement.

Next, please click on one of the following two links:

Depicting solutions for common magicJack problemsMy magicJack Is Plugged into the USB Port of an Operating Computer

Next, let's take a look at common magicJack problems associated with its use while plugged into a computer.

First, turn off your computer, unplug your magicJack, plug it back into a different USB port, and reboot. Plug the magicJack directly into the port – don't use the stubby USB cable that came with the magicJack dongle. Occasionally the cable is the source of the problem. If you don't have an extra USB port, swap an existing USB cable and your magicJack. If the problem goes away, try again – this time with the stubby USB cable reconnected. You'd be amazed at how often simply removing and re-installing the magicJack fixes the problem.

If you are using a desktop computer, make sure you plug the dongle into a USB port on the rear of the computer. If you are using a USB expander, make sure the expander has its own power supply. Expanders can leave USB peripherals starved for power, since they are taking the little bit of power available at a single USB port and dividing it among several devices.

Make Sure Your magicJack Settings Are Correct

Ensure the slider at the upper left on the softphone is set for “Wi-Fi” if you are on Wi-Fi or if you are hardwired – and it's not set for “3G”.

Click “Menu” at the upper left corner of the softphone window and make sure the second line of the drop down menu reads “Switch to headset.” If this line reads “Switch to telephone,” click on that line to ensure your call is being routed to your telephone. This switch tells magicJack where to send your conversation.

Click “Menu” at the upper right of the soft phone window, then click “Advanced Users” in the drop down list, and finally click “Restart” in the flyout menu. As we all know, sometimes a restart will work magic when troubleshooting.

Thus far the suggested fixes have been fairly straightforward. For the next few suggestions, if you're not comfortable consider getting a little help from a tech-savvy friend. Playing with firewall settings varies from one operating system to another, and is beyond the scope of my little list of suggestions.

  • Make sure your firewall ports 5060 and 5070 (UDP) are open, then reboot.
  • Make sure your firewall ports 49152–65535 (inclusive, also UDP) are open, then reboot.

Analyzing problems, finding solutionsUninstalling and re-installing magicJack

The next step is to uninstall and reinstall the magicJack software. If you have a Windows computer, go to the Control Panel to remove magicJack.

If you are using an Intel based Mac, download CompleteUninstall.sh. Next, open a terminal window by heading to /Applications/Utilities/Terminal (remember that tech-savvy friend?) In the terminal window, change the directory to that containing the CompleteUninstall.sh download. Next, type chmod+x CompleteUninstall.sh in the terminal window and press Enter. Lastly, type  ./CompleteUninstall.sh (including the periods) in the terminal window and press Enter again.

Whew! OK, you just got rid of the old software, and you're ready to reinstall a fresh copy. Doing so is as simple as turning off your computer, then plugging your magicJack into a different USB port and rebooting. Let your magicJack pull down the files it needs from the Internet. You can even swap magicJack back into its original USB port, assuming you switched to a second port as suggested above. Also as indicated above, install the dongle in a USB port in the rear of your computer (if it’s a desktop) and use a powered USB expander. Do not use the short USB cable that magicJack supplies while you're testing. If your magicJack works, you can reinstall the short USB cable and see if the magicJack remains operative.

If you plug your magicJack Plus directly into a USB port on your computer, make sure you plug your phone cord into the correct jack on the magicJack dongle. In other words, make sure you plug the phone cord into the jack labeled “PHONE” on the dongle – not the jack labeled “INTERNET.” Your magicJack will not work if you wire it incorrectly – guaranteed!

If you are using a magicJack Plus without a computer:

Make sure you plugged the phone into the correct jack on the magicJack dongle. In other words, make sure you've plugged the phone cord into the jack labeled “PHONE” on the dongle – not the jack labeled “INTERNET.” I know, it's hard to believe someone could jam an Ethernet cable in the phone jack, but…

Believe it or not, another of the common magicJack problems is a failed outlet. If your magicJack Plus is drawing power from an outlet strip, verify your magicJack is actually getting power from the strip. Common faults are a switch or circuit breaker on the strip that are turned off or tripped, or the breaker is no longer plugged into the wall outlet. It could happen!

Remove the Ethernet cable connecting your magicJack Plus and the router or modem and replace it with one you know to be in working condition. If the problem persists with the replacement cable, you can swap the original cable back and continue testing.

Reboot… Everything!

Routers, modems, and power supplies can cause common magicJack problems. Try the following suggestions and see if they put the problem to bed.

Unplug the power supply for your magicJack Plus, wait for one minute, and plug it back it; this allows the unit to reboot itself. At the same time, unplug the power cord for your router or modem (the unit connected to your magicJack Plus with the Ethernet cable), wait for one minute, and plug it back in. This allows the router or modem to reboot itself. Finally, at the same time, unplug your DSL or cable modem, wait for a minute, and plug it back in. As you may have guessed, this allows the modem to reset itself. The equipment will reboot itself, but be patient. Give everything a chance to come back on line.

Thus far, suggested fixes for magicJack Plus and routers or modems have been fairly straightforward. For the next few suggestions, if you're not comfortable consider getting a little help from a tech-savvy friend. Playing with firewall settings varies from one operating system to another, and is beyond the scope of my little list of suggestions.

  • Make sure ports 5060 and 5070 (UDP) are open on your router’s firewall. Once you've verified they're open, reset the router (disconnect power to the router and wait a minute), then re-power the router.
  • Make sure ports 49152–65535 (inclusive, also UDP) are open on your router’s firewall. After doing so, reset and re-power the router as above.

Still Not Working? Plug it in!

Should your problem persist while your magicJack Plus is plugged directly into a router or modem and a wall outlet, unplug the unit and insert it into a USB port of an operating computer. If the common magicJack problems you've been experiencing persist even while plugged into the USB port, follow the steps above to resolve common magicJack problems for magicJacks plugged into a USB port.

 

Questions or Comments?

Hopefully one of the suggestions above will put your problem to bed. If you have any questions or comments about fixing common magicJack problems, you know the drill. Throw it into a comment here on the site. See if anyone else has a fix or a workaround for your problem. Give it a go!