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Jwomack7 says: (6 years ago)
 0
I will NEVER by another MagicJack. I'm glad the happened BEFORE I purchased another one:

Please wait for a site operator to respond.

You are now chatting with 'Jocel'

Your Issue ID for this chat is LTK436021651173X

Jocel: Hello, how may I help you?

Jennifer Womack: Hi, my magic light just stopped working out of nowhere - the blue light doesnt come on and my computer does not recognize the device

Jocel: You may need to try all available USB ports in front and at the back of your tower until you see the blue light inside the magicJack device. Also, please try using and not using the USB extension cord if the blue light doesn't light up.

Jennifer Womack: I tried all available USB ports - the light comes on for less than a second as soon as plugged in then it goes off

Jocel: Do you have other USB-based devices (webcams, printers, digital camera, cellphones, external hard drives, etc.) connected to that computer?

Jennifer Womack: I dont use a USB extension cord either

Jennifer Womack: I did but I disconnected them to try the other USB ports

Jocel: Okay.

Jocel: Let's try a few more things to address the issue.

Jocel: Unplug your magicJack

Jocel: Hold down the "Shift" key and plug your magicJack back in, with the "Shift" key depressed (this will prevent magicJack from autorunning)

Jocel: Click "Start"

Jennifer Womack: Ok

Jocel: Go to "Computer"

Jocel: Locate the drive named "Vista Only", "Phone", or "Removable Disk" (make sure it is the magicJack drive)

Jennifer Womack: there is no additional drives - just Local Disk C

Jocel: Please click the link to download and run the magicJack upgrade:

Jocel: http://upgrades.magicjack.com/upgrade/magicJackSetup.exe

Jocel: Please keep the magicJack connected while running the upgrade.

Jocel: Let me know once done.

Jennifer Womack: It's done - a banner popped up telling me I need to get Magic Talk to make calls or I need to plug in the USB

Jocel: Please unplug the magicJack device and replug it to another port after 20 seconds.

Jennifer Womack: Okay

Jocel: Once the dial pad is up, check if it says, "magicJack" or "magicTalk" at the center part.

Jennifer Womack: It says MagicTalk

Jocel: One moment please...

Jocel: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Please wait while I transfer the chat to the best suited site operator.

You are now chatting with 'Sharon'

Your Issue ID for this chat is LTK436021651173X

Sharon: Hello Jennifer . My name is Sharon. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.

Jennifer Womack: Thank you

Sharon: Thank you for patiently waiting, Jennifer.

Sharon: Can you please try using the USB extension cord?

Jennifer Womack: Okay - I will see if I can locate it.

Sharon: Take your time.

Jennifer Womack: Thanks - I found it but it still does not seem to be working

Sharon: Thank you.

Sharon: Please unplug the magicJack.

Jennifer Womack: OKay

Sharon: Open task manager (control+alt+delete) and click the tab named Processes.

Jennifer Womack: okay

Sharon: In there, look for magicJack.exe or magicTalk.exe process.

Jennifer Womack: I see magicjack.exe

Sharon: Select it and click on End Process.

Jennifer Womack: okay

Sharon: Did you end the magicTalk program now?

Jennifer Womack: Yes

Sharon: I will be right with you.

Jennifer Womack: Okay thank you

Sharon: One moment please...

Jennifer Womack: okay

Sharon: I'm sorry for the delay. I'll be right with you.

Sharon: Thank you for waiting.

Sharon: Please plug the magicJack back.

Jennifer Womack: Thats okay - thanks. should i plug it back in with or without the extension cord?

Sharon: Plug it back without the extension cord.

Jennifer Womack: Okay I plugged it back in without the extension cord

Sharon: Do you see a magicJack icon on your desktop?

Jennifer Womack: No

Sharon: Please click the link to download and run the magicJack upgrade:

Sharon: http://upgrades.magicjack.com/upgrade/magicJackSetup.exe

Jennifer Womack: I'm sorry - I thought you meant did it pop up. I do have an icon on my desktop and the last agent had me do the upgrade

Sharon: Please double click on the magicJack icon on your desktop and check if the magicJack start.

Jennifer Womack: Okay

Sharon: Let me know once done.

Jennifer Womack: I'm done - It's telling me I need MagicTalk to place a call

Sharon: Please open Internet Explorer browser.

Jennifer Womack: OKay

Sharon: Unplug the magicJack first.

Jennifer Womack: I already opened the window before I unplugged the magicjack

Sharon: Yes, that is fine.

Sharon: Now, on your Internet Explorer click on Tools.

Jennifer Womack: Okay

Sharon: Then, click on Internet Options.

Jennifer Womack: ok

Sharon: Now, click on Security Tab.

Jennifer Womack: ok

Sharon: Then, click on Restricted Sites and Sites button.

Jennifer Womack: ok

Sharon: Under Add this website to this zone type: www.magicTalk.com and click on Add.

Jennifer Womack: ok

Sharon: Then, click on CLOSE. Apply and Ok.

Jennifer Womack: ok

Sharon: Once done, plug the magicJack back.

Jennifer Womack: ok

Jennifer Womack: The computer still does not recognize the USB. I believe there is something wrong with the device and not the software

Sharon: Please try using the USB extension cord again.

Jennifer Womack: That does not work either

Sharon: Do you have other USB-based devices (webcams, printers, digital camera, cellphones, external hard drives, etc.) connected to that computer?

Jennifer Womack: no

Sharon: Do you have another computer that has Windows XP, Vista or Intel-based Mac OS 10.4.10 where you can try magicjack on?

Jennifer Womack: no

Jennifer Womack: I just disconnected the magicjack and plugged in my USB - my USB works

Sharon: Click on Start then Run (if you cannot see RUN then press and hold down the Windows Flag Key on your keyboard while pressing letter R) then type "devmgmt.msc" (without the quotes) then click OK.

Jennifer Womack: I'm sorry - I have been trying to troubleshoot for about an hour now. What do I need to do to get a new device?

Sharon: We do apologize for the inconvenience this has caused you.

Sharon: I can actually process a replacement for you. Replacement is FREE, you will only need to pay for its shipping and handling which costs $9.95. You will be having the same phone number on it.

Jennifer Womack: Okay... I am unable to pay shipping for $9.95 when I'm unsure why it stopped working out of no where. I used it last night - the computer has been sitting in the same exact spot - and when I woke up this morning to try to make a call it was not working.

Sharon: In that case, better if we perform some other steps. I can't process the replacement if you won't agree with the shipping fee.

Jennifer Womack: Okay, that's okay - don't even worry about it. I really think it's unfortunate that magicjack would have me pay shipping when I will be without ANY phone until I get the replacement.

Sharon: Click on Start then Run (if you cannot see RUN then press and hold down the Windows Flag Key on your keyboard while pressing letter R) then type "devmgmt.msc" (without the quotes) then click OK.

Jennifer Womack: ok

Sharon: Is Device Manager window up now?

Jennifer Womack: yes

Sharon: At Device Manager window, click + sign next to Disk drives.

Jennifer Womack: ok i have done that

Sharon: Do you see YMAX MagicJack USB Device or Tigerjet Hard Disk Drive or USB Combo HD Device?

Jennifer Womack: no

Sharon: What devices do you have in there?

Jennifer Womack: Toshiba MK8009GAH ATA Device

Sharon: Click + sign next to CD / DVD drives.

Jennifer Womack: I don't have a CD/DVD drive

Sharon: What do you have in there?

Jennifer Womack: What do I have in where?

Sharon: In Device Manager, what other options do you have instead of Disk Drives?

Sharon: I meant, aside from Disk Drives.

Jennifer Womack: There are about 18 other options

Sharon: Thank you for waiting. I'll be with you in just a moment.

Jennifer Womack: Okay - may I ask what's going on?

Sharon: Would you like us to log onto your computer remotely and resolve this issue for you? If yes, I will transfer you to a higher level of support that will take care of this for you.

Jennifer Womack: Yes go ahead

Please wait while I transfer the chat to the best suited site operator.

You are now chatting with 'Anika'

Your Issue ID for this chat is LTK436021651173X

Anika: Hi Jennifer. This is Anika. I need to take control of your computer to be able to assist you with your concern.

Jennifer Womack: Okay

Anika: Before we start with the screen sharing, may I ask if you have the latest version of Java installed on your computer?

Jennifer Womack: I'm not sure

Jennifer Womack: Hello?

Anika: http://www.java.com/en/download/help/testvm.xml

Anika: Right click on the link and check what version of your Java.

Jennifer Womack: I'm currently download the latest version of Java onto my computer

Anika: Alright

Jennifer Womack: OKay it has downloaded

Anika: Install it.

Jennifer Womack: it has installed i mean

Desktop Sharing session requested by 'Anika'. Click here to initiate

Desktop Sharing approval window shown

Desktop Sharing approved

Desktop Sharing session started

Desktop Sharing session has failed (No java detected on client computer)

Anika: Desktop Sharing session has failed (No java detected on client computer)

Anika: Be sure that you have install the Java after you download it.

Jennifer Womack: I'm unsure why it has not been detected. The Java has a lot of troubleshooting information, but I have been troubleshooting for over an over with other representatives. Will I need to trouble shoot Java now before you can help me?

Anika: We cannot initiate a screen sharing if you dont have Java.

Jennifer Womack: That's too bad - thanks

Anika: I can transfer you to our supervisor that can assist you with your issue.

Please wait while I transfer the chat to the best suited site operator.

You are now chatting with 'Paul'

Your Issue ID for this chat is LTK436021651173X

Jennifer Womack: Okay, please initiate the fourth transfer

Paul: Hello, how may I help you?

Jennifer Womack: Are you able to see the chat I had with the other 3 representatives?

Paul: Please wait while I check that for you

Paul: Did you download the latest version of java?

Jennifer Womack: Yes

Jennifer Womack: And the upgrade

Paul: Can you please install your latest version of javA?

Jennifer Womack: I did

Paul: so you mean you can't start magicjack ?

Jennifer Womack: This is ridiculous - I'm done
(Magic Jack)


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