[LaW]Maverick March 25, 2009 Share [LaW]Maverick Member March 25, 2009 Sigh....hopefully it works for a while like the obviously Foreign person says it will :-) We'll see! It's like pulling teeth, I swear.... Chat InformationPlease wait for a site operator to respond. Chat InformationYou are now chatting with 'Raul' Raul: Hello, how may I help you? Quinton Lawman: yes, I've been in touch with the support team twice now, and my MagicJack is still acting up Quinton Lawman: I'd like to exchange it for a replacement Quinton Lawman: please Raul: I understand you Quinton and would you allow me to trouble shoot your magicjack for it to work? Raul: And before we issue replacement, we should trouble shoot the magicjack first. Quinton Lawman: I'd really rather just get it replaced. When I talked to support before, we did everything from check for updates to changing registry entries in my computer. I think the troubleshooting has been done Quinton Lawman: if you insist, however, I will go through it again Quinton Lawman: but the problem is intermittent, and I gave the previous fixes some time before I decided that I wanted a replacement Raul: Thank you so much for your cooperation Quinton and I really appreciate it, your such a very nice person. Quinton Lawman: I've also tried the magicJack on a total of 4 computers now Quinton Lawman: and it has the same problem on all 4 Raul: Please give me a moment as I read your previous chat. Quinton Lawman: it's no trouble at all--the device was fantastic while it was still working properly. :-) Quinton Lawman: I appreciate you checking, by the way; thank you Raul: Welcome and thank you for holding. Quinton Lawman: no problem Raul: May I know if your magicjack is with you now? Quinton Lawman: yes, it is Raul: Now please plug in your magicjack directly to your computer. Quinton Lawman: ok Raul: May I know if you can see your dial pad on your screen now and says "Ready to call"? Quinton Lawman: well, I unfortunately disabled the cdloader2 startup item on this computer as it's not typically the computer I use with my majicJack. I did use it on here to test for my intermittent failure problem and it was present, but I have since disabled it Quinton Lawman: in other words, no. I can re-enable it (which I have done) but I'd need to reboot the computer for that to take effect Raul: Now please go to "My computer" and look for MJ icons there. Quinton Lawman: they aren't there, I'm getting a "USB device not recognized" error Raul: I see, may I know if you can see a magicjack icon on your desktop? Quinton Lawman: no, but I can go directly the magicJack exe Quinton Lawman: which does not open Quinton Lawman: if I try to double click it Raul: Please do not click on it now Quinton Lawman: ok Quinton Lawman: the magicJack is also no lit up after receiving the "USB Device Not Recognized" error Raul: Now please right click the MJ icon on the desktop and select Properties. Raul: In there click on Compatibility Mode Quinton Lawman: ok Quinton Lawman: I am running Windows XP on this machine... Raul: Please Uncheck the box for "Run this program for compatibility mode for" Raul: And then please click Apply and then Okay. Quinton Lawman: it's not checked Raul: Okay Quinton Raul: On your desktop, please right click on "My computer" icon. Then choose Properties. Raul: Then choose the "Hardware" tab. Raul: Once there, click "Device Manager" Raul: Then click the "+" sign behind the Universal Serial Bus Controllers. Quinton Lawman: right Quinton Lawman: the MagicJack shows up as "Unkown Device" Raul: May I ask how many USB entries are there? Quinton Lawman: 6 Quinton Lawman: Standard Enhanced PCI to USB Host Controller Quinton Lawman: Standard OpenHCD USB Host Controller Quinton Lawman: Unkown Device Quinton Lawman: USB Composite Device Quinton Lawman: USB Root Hub Quinton Lawman: USB Root Hub Quinton Lawman: in that order Raul: To continue with, you need to right click the first entry, then choose "update driver". Raul: Once there check the "Install from a list of specific location". Then click next. Raul: Then on the next window, check the "Dont search. I will choose the number to install" button. Then click next. Raul: Then click next again on the next page. Raul: After the update is done, click "Finish". Quinton Lawman: so I need to update the "Standard Enhanced PCI to USB Host Controller" Quinton Lawman: ? Raul: Yes please update on that Quinton Lawman: it wants me to restart my computer Raul: Yes please restart your computer Quinton after you update all the 6 entries there so that all the changes will take effect and help your magicjack to work fine. Quinton Lawman: I seriously doubt it as the magicJack has the SAME problems on FOUR other computers Quinton Lawman: and 2 different operating systems Quinton Lawman: 2 of those computers use Vista Quinton Lawman: one is 32 bit and one is 64 Quinton Lawman: and the magicJack has the same problem on EACH computer Quinton Lawman: in other words, troubleshooting this specific computer is not fixing the problem Raul: Okay Quinton. Raul: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you. Quinton Lawman: thank you Chat InformationPlease wait while I transfer the chat to the best suited site operator. Chat InformationYou are now chatting with 'Janna' Janna: This is Supervisor Janna. Janna: Please give me a minute to review your previous chat. Thank you. Quinton Lawman: no problem, please take your time, and thank you Janna: Tank you for holding. Quinton Lawman: no problem at all Janna: May I know if your magicJac is currently plugged in now? Quinton Lawman: yes, it is, but it's still an unrecognized USB device Janna: Please click the link to download and run the magicJack upgrade (applicable for both XP & Vista): Janna: http://upgrades.magicjack.com/upgrade/upgrade.exe Quinton Lawman: on the magicJack website? Quinton Lawman: ah Quinton Lawman: I tried installing it Quinton Lawman: and it gives me "Warning: You must plug magicJack into USB" Quinton Lawman: it's not recognizing that the device is plugged in Quinton Lawman: incidentally, this is the first time I've had this problem Quinton Lawman: usually the problem with the device is that it just randomly doesn't give me a dial tone and can't make or receive calls Janna: Plug in your magicJack. Now right click on “My computer†and select “Manageâ€Â. In there click on “Disk Managementâ€Â. Quinton Lawman: ok Quinton Lawman: the disk drive does not show up Janna: Please let me know if you are in Disk Management now. Quinton Lawman: I am Janna: Please make sure that the blue light is on. Quinton Lawman: it isn't, as I told Raul, it goes off after I get the "USB Device Not Recognized Error" Janna: Please unplug your magicjack and plug it back in different USB port after 20 seconds. Quinton Lawman: I have already tried that with the same results--I am doing it again now Janna: Okay, please make sure that the blue light is on. Quinton Lawman: hm...this time it's working--it didn't work on 3 out of 4 of my USB ports...I guess the last one is the lucky one Janna: Do you mean to say that you see the dial pad on your screen now? Quinton Lawman: yes Janna: Do you mean to say that you can make calls now? Quinton Lawman: I can for the time being, yes Quinton Lawman: but the original problem I was contacting you about is that my magicJack quits working on a fairly regular, but random basis Quinton Lawman: sometimes I unplug it and plug it back in, and it works again Quinton Lawman: but, sometimes that doesn't work, and I reboot the computer it's plugged into Quinton Lawman: that does work, but then it will cut out again later the same day Janna: Please do not worry as I already refreshed your magicjack settings here on our end. Janna: Rest assure that it will work permanently now, Quinton. Quinton Lawman: didn't they do that the first time that I contacted you with this problem a month or so ago? Janna: I really do apologize for the inconvenience. Quinton Lawman: it's not your fault, as I've said before, I like the device, but I've also come to rely on it, and I can't have it randomly not work Janna: That was a month ago when they refreshed your magicjack settings. Quinton Lawman: well, I had this problem come right back Janna: I just refreshed it today, Quinton. Janna: To make sure that it will permanently work. Quinton Lawman: I understand that, but what I want to know is what you did differently today versus what they did a month ago to try to get it to work permanently? Quinton Lawman: because I don't want to have to contact you once a month to have my magicJack refreshed. When I first got it, it worked for several months without a problem Janna: This one is different, Quinton. It is different from the refreshment that was made on your account a month ago. Janna: Please do not worry about that. It is okay now. Quinton Lawman: alright, I will take your word for it, and I really do appreciate your help. However, if I have this problem again in the near future, would you be willing to simply replace my magicJack with a new one? Janna: Yes, Quiton. Janna: We would be willing to do that. Janna: If this will happen again. Quinton Lawman: That sounds like a plan then. Again, I really appreciate your help. Janna: You may look for me, if you want me be the one to assist you . Janna: Thank you so much. Janna: Is there anything else I may help you with today? Quinton Lawman: no, I think that will do it...hopefully. :-) Thank you Janna: 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! Janna: You are most welcome. Janna: Have a great day ahead! Quinton Lawman: you too Quote Link to comment Share on other sites More sharing options...
ZesteR March 25, 2009 Share ZesteR Member March 25, 2009 lol you're too nice to online chat tech support ppl. Quote Link to comment Share on other sites More sharing options...
Unclean March 25, 2009 Share Unclean Member March 25, 2009 I live for these chat transcripts. And lol @ fixing it remotely. What did she do, load fix.exe on it? Quote Link to comment Share on other sites More sharing options...
Magruter March 25, 2009 Share Magruter Member March 25, 2009 I agree way to nice. I feel sorry for most of the CSR I talk to. Quote Link to comment Share on other sites More sharing options...
ilovetomatoes March 25, 2009 Share ilovetomatoes Member March 25, 2009 Mav still has one of the coolest IRL names I have ever seen... Quote Link to comment Share on other sites More sharing options...
[LaW]Maverick March 25, 2009 Author Share [LaW]Maverick Member March 25, 2009 lol I have 3 levels of support chat: 1st call/chat: extremely polite and inquisitive 2nd call/chat: more forceful, but still very polite, hoping to win them over with kindness 3rd call/chat: war mode--you will fix it, and you will fix it right now. If you don't fix it right now, I'm going to unload my arsenal of things companies hate: BBB, lawyer sister-in-law, etc. That was Level 2, the 2nd chat. Quote Link to comment Share on other sites More sharing options...
discom March 26, 2009 Share discom Member March 26, 2009 It is different from the refreshment that was made on your account a month ago. Quote Link to comment Share on other sites More sharing options...
[LaW]Maverick March 26, 2009 Author Share [LaW]Maverick Member March 26, 2009 It is different from the refreshment that was made on your account a month ago. lol Just to let you know, the device has already malfunctioned again, so I'll be contacting tech support again tomorrow (today technically). I'll post it back up here--I don't know why re-reading these things are so entertaining, but, hopefully it won't be too painful. Quote Link to comment Share on other sites More sharing options...
anonymo March 26, 2009 Share anonymo Member March 26, 2009 Isn't this technically the 4th (or so) call? Shouldn't you be firing your lawyer sister-inlaw out of a BBB cannon? Quote Link to comment Share on other sites More sharing options...
dwEEziL March 26, 2009 Share dwEEziL Member March 26, 2009 Looks to me like you a simple POTS instead. Quote Link to comment Share on other sites More sharing options...
samurai nightling March 26, 2009 Share samurai nightling Member March 26, 2009 "Tank you for holding." "May I know if your magicJac is currently plugged in now?" shouldn't online tech support be very careful when they type stuff? Quote Link to comment Share on other sites More sharing options...
[LaW]Maverick March 26, 2009 Author Share [LaW]Maverick Member March 26, 2009 Isn't this technically the 4th (or so) call? Shouldn't you be firing your lawyer sister-inlaw out of a BBB cannon? Nah, I never followed up before...I got lazy. Quote Link to comment Share on other sites More sharing options...
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