Magicjack broke during Magictalk upgrade?

A couple of weeks ago my magicJack (original) stopped working, the software would not even start up like normal even though it’s shortcut was in the Start->Programs->Startup folder on my Windows XP system. Instead the magicTalk website popped up – powered by magicJack. I presumed the magicJack software was now called magicTalk since even the magicjack.com website was redirecting to magictalk.com. (It’s not – they are completely different software: magicJack drives your dongle + phone, magicTalk is like skype and let’s you make calls using your computer headset. Note there is now also a “magicJack plus” which is the same as the original but I hear plugs direclty into your network w/o the need of a computer running the magicJack software… WIN! finally!) So I tried the upgrade but it did not work – it told me to plug in my magicJack but it already was!?

So the quick fix for this was to:

  1. Optionally uninstall Magicjack from the Control Panel.
  2. Unplug the magicJack from your computer’s usb port
  3. Download and run the mjRemover.exe application
  4. Download and run the Microsoft FixIt application
  5. Optionally restart your computer
  6. Plug the magicJack back into your computer’s usb port
  7. The magicJack autorun from the usb device should download and install the latest magicJack software automatically
  8. Enjoy using your magicJack again!

The text of my online techchat conversation with Tara magicJack customer support is below after the cut.

PS – I also just noticed that my magicJack phone calls sound clearer when called directly to my magicJack number instead of using Google Voice. Typically I would launch Google Voice to call my magicJack number and connect me with my friend. While they could hear me just fine, their voice would be chopping like from a slow internet connection. Since I have ADSL I would have thought my (upload) voice would have the most problems. So I don’t know what the case is, maybe my calls are still going through Google after the connection? I do know the call quality was much better on my friend called me back on my magicJack number – the difference was night and day.

Please wait for a site operator to respond.

You are now chatting with ‘Tara’

Your Issue ID for this chat is LTK43609727124X

Tara: Hello, how may I help you?

Brian: Hi Tara. I rebooted my dedicated-magicjack laptop the other day and instead of magicjack starting up the magictalk.com website loaded.

Brian: I cannot get the magicjack app installed again – I don’t see it on the usb device itself, was it there?

Tara: Okay

Tara: is it currently plugged in Brian?

Brian: When I try the “upgrade” (http://upgrades.magicjack.com/upgrade/upgrade.exe) or magictalk install (appear to be the same) it says … exactly

Tara: Okay

Brian: “the magic jack must be plugged in” but it IS!?

Tara: OPlease unplug your magicjack and plug it in again after 30 seconds to a different USB port without the extension cord.

Brian: I uninstalled magicjack, rebooted, tried the installer again, same issue. Tried the installer with magicjack in different ports, same issue. I can see the files on the magicjack (autorun script, DONT USE THIS DRIVE file, magicjack icon)

Brian: Yeah i removed the extension cord too. unplugged.

Brian: I only have 2 ports on this laptop, it’s old, only usb 1.1

Tara: Okay

Tara: please unplug the magicjack device as of the moment

Brian: unplugged and I just plugged it back in

Brian: windows xp says, “open folder to view files

Brian: I see the files, but no autorun

Tara: okay

Tara: keep it unplugged

Tara: http://upgrades.talk4free.com/tools/mjRemover.exe

Tara: Please click on the link and run

Brian: ok, unplugged again

Tara: Okay

Tara: please run the link while magicjack is unplugged

Brian: ok, it’s unplugged. i’ll run mjRemover now

Tara: Okay

Tara: keep it unplugged

Tara: http://go.microsoft.com/?linkid=9645377

Brian: ok, that was it

Tara: Please click on the link and run

Brian: ok, running now

Tara: okay

Brian: ok, it’s done. close?

Tara: Yes please then plug in the magicjack device

Brian: ok, shall I restart the box first?

Brian: (it’s a separate computer)

Brian: we won’t loose the chat

Tara: Okay

Tara: yes please start the magicjack

Brian: ok, rebooting

Tara: Please let me know when you have the dial pad

Brian: mj is unplugged

Brian: booting up winxp

Brian: I don’t have my old mj cd, do I need that – or just the magictalk/upgrade exe?

Tara: please plug in the magicjack device if you are done running the link

Tara: Can you be more specific?

Brian: oh – I don’t have the original magicjack install program (that I presume came on CD) – do I need it? Or just the upgrade/magictalk exe I’ve downloaded?

Tara: If you want to use the magicjack yes you need the device but if you want to use the magictalk please install

Brian: ok, I want to use my magicjack with my phone so I just need it (the usb device) and the magictalk upgrade installer – which I presume work together?

Brian: I’m logged in now, connecting the magicjack app. (I also noticed I have many more updates avail for winxp now)

Tara: you can use both but one at a time.

Brian: ok

Tara: Is there anything else I may help you with today?

Brian: ok, I plugged it in and apparently it’s autodownloading the magicjack software. “Download in progress please do not unplug”

Tara: Okay Brian

Brian: says now “magicJack cannot access the Internet… ” then the window disappeared

Tara: okay

Brian: support.magicjack.com/magicfix/index.html is loading – but timed out – I reloaded and it came up.

Tara: please try again

Brian: unplug and plug back in?

Brian: note that I’m in Germany so that’s probably the reason for the timeout

Tara: yes please

Tara: Okay

Brian: ok, again “Download in progress please do not unplug” window

Tara: okay

Brian: “Lucky you… Upgrading now.”

Tara: Okay

Brian: “… Tell your friends about magicJack.com …

Brian: Starting magicjack, please wait… it’s up

Tara: okay

Tara: Okay

Tara: let us wait

Brian: looks like it’s setup

Brian: let me test call it

Tara: okay

Brian: ok, it’s ringing! =)

Brian: works thanks!

Tara: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the “close” button on the top right of this screen and the survey will appear. Thanks again!

Tara: Please click the “close” button on the top right of this screen and the survey will appear. Thanks again!

Tara: Thank you

Brian: you’ve been wonderful, thanks for your help!

Tara: YOu are welcome and thank you

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