Last Updated on November 5, 2020
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This error is intended to inform the operator that Magic Jack Plus cannot connect to the Internet. Troubleshooting and repair methods are described below.
Check the network connection
Errors are often caused by low Internet speed or unstable network connection. We recommend using a reference broadband equivalent (or higher), with a minimum download speed of 128 KB/s.
You can check the speed of your Internet connection with the speed test.
To ensure the reliable operation of your telephone system it is recommended to carry out scheduled maintenance in one form or another. Below is a routine that can be easily performed monthly. It is not difficult. Simply shut down the entire system and restart it.
The following refers to an older version of Magic Jack which should be connected to a USB port on your computer. If you have a Magic Jack Plus or Magic Jack Go that uses a wireless Internet connection, ignore the instructions below that apply to your computer. If you have problems connecting to the Internet, be sure to test the ability to access it using another device that uses your wireless connection.
- If your phone needs a power source, unplug the power cord.
- Remove the Magic Jack and put it aside.
- If your Magic Jack was connected through a power hub, disconnect the hub from the power supply.
- Disconnect and turn off your computer.
- Disconnect the computer from the power supply.
- If you are using a router, disconnect it from the power supply.
- Disconnect the modem (the device that connects the system to the Internet) from the power supply.
- Slowly count to ten. Then reconnect the modem to the power source. Allow the device to stabilize within a few minutes. For the moment, the modem should not have red lights. A red light indicates problems with the modem, with the modem line to the socket or with the Internet connection.
- If your system uses a router, reconnect it to a power source. Allow the router to stabilize within one minute.
- Connect the computer. Turn your computer on and log in. Wait five minutes until the computer is fully charged.
- If you are using a power hub with Magic Jack, connect it to a power source.
- If you are using a phone that requires power, reconnect it to the power supply. Make sure that your phone is connected to the Magic Jack using the phone cord.
- Connect the Magic Jack to the system. Allow time to download the software.
- Check the handset to make sure you have received the dial tone.
This may surprise you, but many electronic equipment problems can be corrected by simply temporarily turning off the power. By following the procedure described above, you can prevent small undetected faults from turning into serious problems.
Deactivating or removing the firewall
If you use a problematic router/modem combination in conjunction with a third-party firewall, there is a chance that you are dealing with an over-protective packet that will eventually compromise the functionality of Magic Jack.
This problem will only occur with non-authentic firewall suites such as Comodo, Mc Afee and Avira. We couldn’t find any custom reports saying that this problem is caused by Windows Firewall.
Remember that if you are using an old-style firewall, the same security rules apply even if you close/open the security application in real time. So, the only way to determine if your firewall is really creating a problem is to uninstall them all together before you draw conclusions.
Create a static IP and define it as DMZ
If none of the above fixes work for you, you are probably using a router that is afraid of VoIP services such as Magic Jack. Some users who have encountered this problem on Q1000 models and similar devices have reported that they were able to solve it by installing a static IP on their computer and then installing this static IP as a DMZ in the router settings.
DMZ (Demilitarized Zone) is a host in the internal network where all UDP and TCP ports are open and unprotected – exactly what Magic Jack devices need to work properly.
- If rebooting the device does not solve the problem and you have confirmed that you have a stable Internet connection that meets the minimum speed requirements, we recommend replacing the cables that match your :
- Ethernet cable
- Phone cable
- Power adapter (if available)
If all previous troubleshooting steps are unsuccessful, you should upgrade to the latest firmware version. Click here for more information.
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CCNA, Web Developer, PC Troubleshooter
I am a computer enthusiast and a practicing IT Professional. I have years of experience behind me in computer programming, hardware troubleshooting and repair. I specialise in Web Development and Database Design. I also have a CCNA certification for Network Design and Troubleshooting.