Let it be known that to get your MagicJack to work on Win 7 you will need to purchase a replacement MagicJack (my old one worked on my Vista Laptop fine - but it isn't even recognized in the USB ports of =y Win 7 x64 bit laptop) for $9.95. Read below if you want to see the circus their "Live Chat" people put you through... Oh their tech people want to mess around with your PC and software (novice users beware!) but read on an laugh away... It would be funny if I didn't have to spend hours with them typing away and getting nowhere...
Actual copy of my Live Chat below (changed a bit of the copy to avoid giving out private info...) Please wait for a site operator to respond. You are now chatting with 'Lex' Your Issue ID for this chat is LTK4190112152274X
Lex: Hello, how may I help you?
DL: Just moved to Win 7.
DL: When I plug my MJ into the USB port I get:
DL: one of the USB devices attached to this computer has malfunctioned and Windows does not recognize it. Unknown Device
Lex: May I know if there are error, warning or any messages appeared after you plugged in the magicjack?
DL: see above
Lex: Oh, sorry Dan.
Lex: Is the magicjack plugged in now and the blue light is on?
DL: plugged in, no blue light
DL: can't get Win 7 to recognize the MJ as a valid USB device
Lex: Please click here to download and run this link
DL: running it now...
DL: came back no device found...
Lex: Just click OK
DL: I did
Lex: On your desktop, please click on the Windows icon.
Lex: Please right-click "Computer" then select "Properties". (System Window will appear)
Lex: On the left-side of the System Window, please click on "Device Manager".
DL: I'm there
Lex: On Device Manager window, please click on the " " sign beside Universal Serial Bus Controllers.
Lex: How many entries are there under "Universal Serial Bus Controllers?
DL: 8
DL: One reads: Unknown Device
DL: 4 usb ports on my laptop
Lex: Please right-click on the first entry then click "Update Driver Software".
Lex: On Update Driver software window, please clcik on "Browse My Computer For Driver Software".
Lex: Please click on "Let Me Pick From A list Of Device Drivers On My Computer".
Lex: Please click "Next" button.
Lex: ("Installing Driver Software" will appear)
Lex: When you see "Windows Has Successfully Updated Your Driver Software", please click on "Close" button.
DL: shouldn't I do this for the Unknown Device?
DL: rather than the 1st entry?
Lex: Don't worry, you will have to update all the 8 entries Dan.
DL: are you sure about this?
Lex: Yes, very sure
DL: ok doing the first one
DL: 1st one done
Lex: Okay, just inform me once they're all done.
DL: keep working my way down and do it for the Unknown Device too?
Lex: Yes
DL: When I hit the Unknown Device and tried it I got: Windows encountered a problem installing the driver software for your device. Windows has stopped this device because it has reported problems (Code 43). If you know the manufacturer of the device, you can visit its website and check the suport section for the driver software.
Lex: I see...
Lex: One moment please...
DL: do you have a driver for Win 7 for MJ?
Lex: Thank you for holding on
DL: no problem
Lex: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista):
Lex: http://upgrades. Magicjack.com/upgrade/upgrade. Exe
DL: Tried this but we can't run upgrades until the MJ device is recognized by the PC...
Lex: You have to unplug the magicjack and re-plug it without using the usb extension cord before running the upgrade.
DL: Not sure what you mean? So unplug the MJ and then run the upgrade. Exe?
Lex: No, unplug the magicjack for 15 seconds then plug it back without using the usb extension cord.
Lex: After that, run the upgrade. Exe file.
DL: What do you mean "without using the usb extension cord."?
Lex: The 2 inches cord that connects from the magicjack device to the computer's usb port.
DL: My MJ doesn't have a cord - it just plugs directly in the USB port
Lex: That's good/
DL: so next steps? I've tried running the upgrade already and it says it can't continue because it doesn't see/recognize that the MJ is plugged into the PC
Lex: 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 'Molly' Your Issue ID for this chat is LTK4190112152274X
Molly: Hello Daniel. My name is Molly. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
DL: cool. Help me, Molly!
Molly: Thank you for waiting.
Molly: Please unplug the magicJack I will clear your connection in our end.
DL: unplugged
Molly: While I am clearing your account, Please disable the anti-virus and turn off the firewall running on the system. Do not worry on the protection, you may enable them after the fixes.
DL: ok... Disabling Norton... Do I need to check the Windows firewall too?
Molly: One moment please...
DL: haven't disabled yet waiting for your direction
Molly: One moment please...
DL: where are we going with this re: disabling the firewall? Are you going to try and connect to my PC?
Molly: Open Norton Personal Firewall by clicking Start All Programs Norton Personal Firewall Norton Personal Firewall.
Molly: 2. On the left, click the button Personal Firewall.
Molly: 3. From the new options, press the Exceptions button.
Molly: 4. From the new screen, press the Add button.
DL: I'm there
DL: asking for my to browse to a file
Molly: Navigate to the location where magicJack is installed, default is: C: Doucuments and settings[your name]Application datamjusbsp
Molly: Select magicJack. Exe and click B
Molly: If a dialog appears saying 'You are attempting to add an application that already has rules, ' press OK.
Molly: From the Application Rules Summary window, select magicJack
Molly: Press the modify button, a window called Modify Rule should appear.
Molly:. Select the Action tab.
Molly:. Select Permit Internet Access.
Molly: Press OK button.
DL: Except in my Norton I went into the Firewall and went into "Program Rules" where there was an Add button am I in the right place?
Molly: Yes.
DL: MJ should be plugged in while I'm doing this?
Molly: Yes you may plug it back in now.
DL: in Win 7 there is no directory c: documents and settings - now what?
Molly: You may go to control pane.
Molly: control panel.
DL: I don't think MJ is actually installed yet because the USB port can't recognize that MJ is there...
Molly: One moment please...
Molly: 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.
DL: I'm in Device Mgr
Molly: Device Manager window will show up. Take note of any red-x mark or yellow excalamation marks.
DL: With MJ plugged in I get a yellow triange with an "!" in it and Unknown Device
Molly: At Device Manager window, click sign next to Disk drives.
DL: OK
Molly: Do you see YMAX MagicJack USB Device or Tigerjet Hard Disk Drive or USB Combo HD Device?
DL: Don't I need a driver for the MJ?
DL: No
Molly: There is no need for driver.
DL: do not see YMAX MagicJack USB Device or Tigerjet Hard Disk Drive or USB Combo HD Device
Molly: Do you see unknown device in there?
DL: No, not in the Disk drives dropdown
Molly: Please uninstall the Unknown Device that has yellow triangle that you see at the device manager.
DL: uninstall complete
Molly: Click sign next to CD / DVD drives
DL: now show 7 USB controllers instead of 8
DL: ok - where you heading with this?
DL: Shows my DVD drive
Molly: Right click on YMAX MagicJack USB Device and select Uninstall.
DL: YMAX MagicJack USB Device is not listed...
DL: The PC is not recognizing that MJ is attached to my PC
Molly: Now, right click on any installed device under Device Manager and select "Scan for Hardware Changes".
DL: When I scanned I got the USD port where MJ is plugged in and the same yellow tiangle with!
Molly: Please uninstall the device that you got a yellow triangle.
DL: Done...
DL: This is all futile until we can the PC to "see" the MJ, yes?
Molly: Please click on this link to uninstall and start anew
DL: MJ was removed successfully. Replug MJ in now?
Molly: Yes please.
DL: Tried to unstall the device driver but it failed
Molly: Let's do a few checks on your system to see if there are configuration issues.
Molly: 1. Click on START then RUN.
Molly: 2.in the white box, type in "dxdiag" (without the quotes).
Molly: 3. Please take note of any error message that will popup.
DL: All three tabs, Display, Sound, and Input came back "no problems found"
Molly: Okay, then it will wor,
Molly: work.
Molly: Unplug the magicjack now.
DL: MJ unplugged
DL: are we closing in on a fix?
DL: Do you need time to investigate and then get back to me via email with a fix?
DL: Until the PC is able to see the MJ as connected we're spinning in circles. I think I need a driver so the MJ can be recognized... Then we can deal with the firewall and other upgrades/etc... Your thoughts?
DL: Molly - you still there?
DL: Hello?
DL: My livechat window keeps saying that "Agent is typing a message" but I haven't seen a response from you for some time are you there?
Please wait for a site operator to respond. You are now chatting with 'Quinlan' Your Issue ID for this chat is LTK4190112159604X
Quinlan: Hello, how may I help you?
DL: Please escalate me per the msg I received in my previous chat: Lex: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.
Quinlan: Please wait while I check that for you
DL: Are you escalating?
Quinlan: Thank you for waiting.
Quinlan: They are currently engaged on another chat, however would it e okay that we continue instead?
DL: Read this (getting frustrated...) Please wait for a site operator to respond. You are now chatting with 'Lex' Your Issue ID for this chat is LTK4190112152274X Lex: Hello, how may I help you? DL: Just moved to Win 7. DL: When I plug my MJ into the USB port I get: DL: one of the USB devices attached to this computer has malfunctioned and Windows does not recognize it. Unknown Device Lex: May I know if there are error, warning or any messages appeared after you plugged in the magicjack? DL: see above Lex: Oh, sorry Dan. Lex: Is the magicjack plugged in now and the blue light is on? DL: plugged in, no blue light DL: can't get Win 7 to recognize the MJ as a valid USB device Lex: Please click here to download and run this link DL: running it now... DL: came back no device found... Lex: Just click OK DL: I did Lex: On your desktop, please click on the Windows icon. Lex: Please right-click "Computer" then select "Properties". (System Window will appear) Lex: On the left-side of the System Window, please click on "Device Manager". DL: I'm there Lex: On Device Manager window, please click on the " " sign beside Universal Serial Bus Controllers. Lex: How many entries are there under "Universal Serial Bus Controllers? DL: 8 DL: One reads: Unknown Device DL: 4 usb ports on my laptop Lex: Please right-click on the first entry then click "Update Driver Software". Lex: On Update Driver software window, please clcik on "Browse My Computer For Driver Software". Lex: Please click on "Let Me Pick From A list Of Device Drivers On My Computer". Lex: Please click "Next" button. Lex: ("Installing Driver Software" will appear) Lex: When you see "Windows Has Successfully Updated Your Driver Software", please click on "Close" button. DL: shouldn't I do this for the Unknown Device? DL: rather than the 1st entry? Lex: Don't worry, you will have to update all the 8 entries Dan. DL: are you sure about this? Lex: Yes, very sure DL: ok doing the first one DL: 1st one done Lex: Okay, just inform me once they're all done. DL: keep working my way down and do it for the Unknown Device too? Lex: Yes DL: When I hit the Unknown Device and tried it I got: Windows encountered a problem installing the driver software for your device. Windows has stopped this device because it has reported problems (Code 43). If you know the manufacturer of the device, you can visit its website and check the suport section for the driver software. Lex: I see... Lex: One moment please... DL: do you have a driver for Win 7 for MJ? Lex: Thank you for holding on DL: no problem Lex: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista): Lex: http://upgrades. Magicjack.com/upgrade/upgrade. Exe DL: Tried this but we can't run upgrades until the MJ device is recognized by the PC... Lex: You have to unplug the magicjack and re-plug it without using the usb extension cord before running the upgrade. DL: Not sure what you mean? So unplug the MJ and then run the upgrade. Exe? Lex: No, unplug the magicjack for 15 seconds then plug it back without using the usb extension cord. Lex: After that, run the upgrade. Exe file. DL: What do you mean "without using the usb extension cord."? Lex: The 2 inches cord that connects from the magicjack device to the computer's usb port. DL: My MJ doesn't have a cord - it just plugs directly in the USB port Lex: That's good / DL: so next steps? I've tried running the upgrade already and it says it can't continue because it doesn't see/recognize that the MJ is plugged into the PC Lex: 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 'Molly' Your Issue ID for this chat is LTK4190112152274X
Molly: Hello Daniel. My name is Molly. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
DL: cool. Help me, Molly!
Molly: Thank you for waiting.
Molly: Please unplug the magicJack I will clear your connection in our end. DL: unplugged
Molly: While I am clearing your account, Please disable the anti-virus and turn off the firewall running on the system. Do not worry on the protection, you may enable them after the fixes.
DL: ok... Disabling Norton... Do I need to check the Windows firewall too? Molly: One moment please...
DL: haven't disabled yet waiting for your direction
Molly: One moment please...
DL: where are we going with this re: disabling the firewall? Are you going to try and connect to my PC?
Molly: Open Norton Personal Firewall by clicking Start All Programs Norton Personal Firewall Norton Personal Firewall.
Molly: 2. On the left, click the button Personal Firewall.
Molly: 3. From the new options, press the Exceptions button.
Molly: 4. From the new screen, press the Add button.
DL: I'm there
DL: asking for my to browse to a file Molly: Navigate to the location where magicJack is installed, default is: C: Doucuments and settings[your name]Application datamjusbsp
Molly: Select magicJack. Exe and click B Molly: If a dialog appears saying 'You are attempting to add an application that already has rules, ' press OK. Molly: From the Application Rules Summary window, select magicJack Molly: Press the modify button, a window called Modify Rule should appear.
Molly:. Select the Action tab.
Molly:. Select Permit Internet Access. Molly: Press OK button.
DL: Except in my Norton I went into the Firewall and went into "Program Rules" where there was an Add button am I in the right place?
Molly: Yes.
DL: MJ should be plugged in while I'm doing this?
Molly: Yes you may plug it back in now. DL: in Win 7 there is no directory c: documents and settings - now what? Molly: You may go to control pane. Molly: control panel. DL: I don't think MJ is actually installed yet because the USB port can't recognize that MJ is there... Molly: One moment please... Molly: 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. DL: I'm in Device Mgr Molly: Device Manager window will show up. Take note of any red-x mark or yellow excalamation marks. DL: With MJ plugged in I get a yellow triange with an "!" in it and Unknown Device Molly: At Device Manager window, click sign next to Disk drives. DL: OK Molly: Do you see YMAX MagicJack USB Device or Tigerjet Hard Disk Drive or USB Combo HD Device? DL: Don't I need a driver for the MJ? DL: No Molly: There is no need for driver. DL: do not see YMAX MagicJack USB Device or Tigerjet Hard Disk Drive or USB Combo HD Device Molly: Do you see unknown device in there? DL: No, not in the Disk drives dropdown Molly: Please uninstall the Unknown Device that has yellow triangle that you see at the device manager. DL: uninstall complete Molly: Click sign next to CD / DVD drives DL: now show 7 USB controllers instead of 8 DL: ok - where you heading with this? DL: Shows my DVD drive Molly: Right click on YMAX MagicJack USB Device and select Uninstall. DL: YMAX MagicJack USB Device is not listed... DL: The PC is not recognizing that MJ is attached to my PC Molly: Now, right click on any installed device under Device Manager and select "Scan for Hardware Changes". DL: When I scanned I got the USD port where MJ is plugged in and the same yellow tiangle with! Molly: Please uninstall the device that you got a yellow triangle. DL: Done... DL: This is all futile until we can the PC to "see" the MJ, yes? Molly: Please click on this link to uninstall and start anew DL: MJ was removed successfully. Replug MJ in now? Molly: Yes please. DL: Tried to unstall the device driver but it failed Molly: Let's do a few checks on your system to see if there are configuration issues. Molly: 1. Click on START then RUN. Molly: 2.in the white box, type in "dxdiag" (without the quotes). Molly: 3. Please take note of any error message that will popup. DL: All three tabs, Display, Sound, and Input came back "no problems found" Molly: Okay, then it will wor, Molly: work. Molly: Unplug the magicjack now. DL: MJ unplugged DL: are we closing in on a fix? DL: Do you need time to investigate and then get back to me via email with a fix? DL: Until the PC is able to see the MJ as connected we're spinning in circles. I think I need a driver so the MJ can be recognized... Then we can deal with the firewall and other upgrades/etc... Your thoughts? DL: Molly - you still there? DL: Hello? DL: My livechat window keeps saying that "Agent is typing a message" but I haven't seen a response from you for some time are you there?
Quinlan: Is the magicJack plugged in right now?
DL: please escalate or let me know you KNOW how to fix...
DL: did you read what I sent you?
Quinlan: Okay.
Quinlan: One moment please...
Quinlan: 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 'Josh' Your Issue ID for this chat is LTK4190112159604X
Josh: Hello Daniel. My name is Josh. To better assist you, let me put you on hold while I read your previous chat/s. Thank you.
DL: please do...
Josh: Thank you for waiting.
Josh: Is your magicJack plugged in right now?
DL: no
Josh: Okay, please go to control panel and click Internet option.
DL: there
Josh: Click on "Privacy" tab.
DL: there
Josh: Slide the bar down to "Accept all cookies", then click "Apply".
DL: where are you going with this?
DL: Why don't I just add your site
Josh: You successfully added the two sites?
DL: which two sites?
DL: until my PC recognizes MJ in a USB port aren't we spinning in circles?
Josh: The reg. Talk4free.com and my. Magicjack.com.
Josh: Shall we continue?
DL: added those two site - Privacy set at Med
DL: sites
DL: now what?
DL: Josh - you there?
Josh: Are you using a desktop?
DL: laptop
DL: Per the notes sent
Josh: Please try all usb ports.
DL: trying...
Josh: Until you see usb recognize your magicJack on your system tray.
DL: Same errors: USB Device Unknown
Josh: Right click the USB Device Unknown then click update driver.
DL: Did this prior did not recognize the device
DL: Don't I need a device driver?
Josh: Uninstall the unknown driver.
DL: Done
DL: MJ still plugged in
Josh: Do you see yellow mark in there?
DL: no - USB is now gone
Josh: Unplug now your magicJack
DL: unplugged
Josh: Hold the "Shift" while plugging back in the magicJack then tell me there is two drives appear.
DL: Send me a new MJ loaded with Win 7 driver?
DL: trying
Josh: Thank you.
DL: only one drive appears - yellow triangle and!
DL: Can you send me a new MJ loaded with Win 7 driver?
Josh: You mean for a replacement device?
DL: Anything that will work... I'm open... Will send you this one back... Maybe that's the fastest fix?
DL: You still there?
Josh: Okay, you can have the replacement magicJack even if you will not return the defective device but you need to pay for the shipping and handling cost of $9.95
DL: We can go that way but why can't I just get a driver from you now that will allow my PC to recognize my existing MJ?
Josh: The driver is built in on the device.
DL: So my existing MJ is not Win 7 compatible and these no way get it to work?
Josh: Let us try this first. Do you have usb flash drive?
DL: Yep
Josh: Please try to plug in your flash drive to your windows 7
Josh: then tell me if it will work..
DL: it works
DL: All my other USB devices work except MJ
Josh: Did you try to use your usb extension cord?
DL: I don't have one... I just plug my MJ into the USB port directly
Josh: Did you try to plug in your magicjack to other computer?
DL: Do the newer MJs come with the cord?
DL: I worked with my previous laptop running Vista
DL: You there/
DL:?
Josh: Try to plug in your magicJack to your vista then tell me if magicJack works.
DL: will have to boot it up. Ok?
Josh: yes
DL: have dial tone... Waiting for MJ to fully boot
Josh: MagicJack recognize with your vista?
DL: just did a test call and it works perfectly
Josh: Maybe the windows 7 computer is the real issue here.
Josh: One moment please...
DL: Yes
aniel Lyon: Next steps?
Josh: Plug in back your magicJck to your windows 7.
DL: done
DL: I've been at this for about a long time... Are we getting towards a solution?
Josh: Run now the upgrade.
DL: Tried that but if the PC doesn't see the MJ device nothing happens!
Josh: Run it again please.
DL: Lucky you... Upgrading now runs but the I get the red MJ saying that I need to plug the MJ into a USB port!
Josh: Please click here.
DL: Running Java already...
Josh: Would you like us to log onto your computer remotely and resolve this issue for you?
DL: this is getting absurd... Until the PC recognizes the hardware trying a software solution will not work. Please, please can we move toward a fix?
DL: This is a hardware issue!
DL: Can I actually talk to someone about this? Now?
Josh: MagicJack is not a problem but your windows 7. Please try to use the usb hub for your windows 7
DL: Not sure what you are talking about?
Josh: usb power hub is a tools for usb ports where in it can add more power to your usb ports.
DL: Is that part of Win 7?
Josh: No. Its applicable to all computers
DL: Why do all my other USB devices work and not MJ?
DL: What do you mean "applicable to all computers"?
Josh: As usb power hub can be apply to all computers. It is not part of windows 7. Please try to goggle the image of usb power hub.
DL: So you guarantee this is the issue?
Josh: yes because your magicjack is working fine to your vista.
DL: I'm not convinced your conclusion is correct.
DL: Can you guarantee that if you send me a replacement it will work on Win 7?
Josh: Just give it a try it seems your maicJack is working really fine to your vista.
DL: Can you please escalate this to a manager?
Josh: You are currently speaking to a supervisor.
Josh: So you really want to have a replacement?
DL: I'll spend more on a USB power hub that a replacement MJ at $9.99
DL: So why would you advise to do so?
DL: Can you guarantee that if you send me a replacement it will work on Win 7? Ie., Win 7 driver will be loaded on the replacement MJ...
Josh: Because that is one of the fixes for cases like this.
Josh: Yes it will work.
DL: So why didn't you just say so from the beginning? MY existing MJ does not support Win 7 and I need a replacement...??
Josh: We don't give replacement that easy, we need to give out possible fixes first before the replacement.
DL: So send me the replacement and I'll see you charge me $9.95 and the problem will be solved... If it the replacement does not work I'll get a refund, yes?
Josh: Please be informed that replacement is not refundable.
Josh: But I can guarantee to you that new device will work with windows 7
DL: Why don't you just let people know that a replacement is needed and the cost rather than put them through what I've gone through?
DL: Still don't see why you can't send me a driver so I can update my existing MJ hardware...??
DL: You there?
Josh: We wont give out replacement that easy. And the driver is built in on the device as I said earlier, it cant be downloaded anywhere.
DL: Please send replacement for $9.95. I will expect it will work.
DL: OK?
DL: How soon will I get it?
Josh: Please answer these first for proper verification.
Josh: -Account name
Josh: -current shipping address
Josh: -Alternate contact number
Josh: -first & last 4 of the credit card numbers
DL: XXX; MN; XXXXXXXXXX
DL: you have all that info already, yes?
DL: How soon will I get it?
Josh: With in 3-5 business days.
DL: So all is confirmed?
Josh: Hold on while I process your replacement.
DL: ok
Josh: I am done processing your replacement device with the replacement number. An email update will be sent out to you within a couple of hours. Your replacement will be sent out to your shipping address within 3-5 business days.
DL: Thank you... This has been way too long a process... But hopefully I now have a fix... You should not be charging your customers for things like this...
Josh: I understand your point but please do understand also that we are following protocol here.
Josh: Is it okay now?
Josh: I have not heard from you in a while. Do you wish to continue this chat session?
DL: I'm ok. Thanks...
DL: Bye...
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