Troubleshooting Calls

Why don’t I receive a dial tone?

If your magicJack device is connected to a Windows based computer:

  1. Right-click on the speaker icon in the lower right-hand corner of the Windows tooltray
  2. Select Playback devices. A new window will open.
  3. Right-click on Handset (USB Internet Phone by TigerJet)
  4. Select Set as Default Communication Device
  5. Click OK
  6. Retest phone for dial tone

If the issue persists:

  1. Right-click on the speaker icon in the lower right-hand corner of the Windows tooltray
  2. Select Playback devices. A new window will open
  3. Click Handset (USB Internet Phone by TigerJet)
  4. Select Properties
  5. Navigate to the Levels tab, and ensure the speaker icon is unmuted

If your magicJack device is connected to a router:

Click here for additional information on checking your connections and router settings.

How can I fix call connection problems for my magicJack that is connected to a router?

If your magicJack is connected directly to a router, try the following troubleshooting steps:

  • Reboot or restart your router.
  • Make sure the phone and network cables are securely connected by unplugging and plugging the cables back until you hear or feel the connector lock in place.
  • Use a different ethernet or network port on the router.
  • Cords and cables can get worn out or damaged without any visible signs. Connect a different phone cord or ethernet cable.
  • Disable SIP ALG on your router. This is enabled by default in most routers. However, it is known to cause conflicts with external VoIP devices. For more information on how to disable SIP ALG, click here.

Remember to reboot or restart your router after each troubleshooting step to make sure any changes made are applied correctly.

What issues can SIP ALG on the router cause?

There are various ways SIP ALG can impact VoIP service. These often happen without the user knowing and can include:

  • One-way or no-way audio, intermittently or consistently
  • Inbound or Outbound calls fail to connect
  • Audio cuts out completely while on a call and doesn’t return
  • Phones ring and can’t be answered
  • Phones do not ring when called
  • Calls go straight to voicemail for no known reason
  • Faxes do not complete

Disabling SIP ALG on the router may help resolve the issues above. These are the general steps to change this setting in most router models:

  1. Login to the router’s user portal
  2. Navigate to the Advanced Firewall settings
  3. Ensure that SIP ALG (Application Layer Gateway) is disabled

Refer to the router user manual for specific steps on how to disable SIP ALG or contact your Internet Service Provider for assistance.

Note – SIP ALG does not cause problems such as static, echo or poor audio quality, these are generally due to network (Internet) connectivity issues.

If you still experience issues after completing the above troubleshooting steps, please contact our Customer Care team for further assistance.

Why does magicJack restart when I try to place a call?

Some computer manufacturers do not provide fully powered USB ports on their computers. Please try using a powered USB hub to increase the power generated to your magicJack.

Why do I get a fast busy on incoming calls?

Please make sure your telephone is not a rotary telephone. These telephones require a higher electrical throughput and will not work with the magicJack.

Why do I hear static on my calls?

Static on calls can be caused by numerous factors and can be resolved by one of the following:

  • Switch Phones - Swap out phone hardware to verify the issue isn’t with the phone itself
  • Change Ports - If your magicJack is plugged into your computer, switch the device to a different USB port. If your device is plugged into a router, switch the ethernet cable to a different ethernet port on the router.
  • Test Your Network Connection - Call quality issues can be caused by low internet speeds or unstable network connections. We recommend using a broadband-equivalent (or better) connection with a minimum download speed of 5mbps and minimum upload speed of 3mbps. You can test your internet connection speed at sourceforge.net/speedtest/.
  • Change Cables - Try replacing the cables associated with your configuration:
    • Ethernet cable
    • Phone cable
    • Power adapter (if available)
  • Contact Your Internet Service Provider  - request assistance with opening ports 5060 and 5070 on your router/modem. 

If you still experience issues after completing the above steps, please contact our Customer Care team for further assistance.

I have no sound when using my magicJack.

If you are experiencing an issue with your audio or sound:

  • Plugged in using the wall/router - The volume should only be dictated by the physical phone itself, please make sure the ringer/volume are turned up on your handset.
  • Plugged into the computer:
    1. With the magicJack dial pad open, select the Menu button in the top left corner of the application
    2. Go to Volume/Headset Controls
    3. Verify that the correct device is selected, either Telephone if you have a telephone plugged into the magicJack device, or Headset/Other if you will be using the computer speakers or headset
    4. If using the computer speakers or headset, under the Speaker/Earpiece, Microphone and Ringing options make sure the correct device is selected
    5. Make sure the Output Volume and Input Volume are set correctly and not muted

Windows PC

  • In your notification panel on your task bar, right click the speaker icon and go to Playback Devices
  • Within the Playback and Recording tabs ensure that the devices you wish to use with the magicJack are set as the default communication device
  • Right click each of the default communication devices you just selected
  • Go to Properties and then Levels and ensure they are not muted and set to the maximum volume

Mac Computer

  • Click on the Apple icon
  • Select System Preferences, and then Sound
  • Click the Output tab and select Handset (USB Internet Phone by TigerJet)
  • If the volume slider is set low, move the slider to the right and test again
  • If the Mute checkbox is selected, deselect it and test again

If you require further assistance, please contact our Customer Care team.

What can I do if I hear an echo?

Connected to a Windows Computer

  1. Within the magicJack softphone, click Menu in the top right-hand corner
  2. Click Headset/Volume Control
  3. Lower the volume for both Speaker and Microphone to about 1/3 of the maximum levels.
  4. Plug your magicJack device into a different USB port.
  5. Unplug your magicJack, restart your computer, and plug your magicJack back in
  6. Unplug your magicJack and turn your modem and router (if applicable) off. Wait 3 minutes before turning your modem and router back on, and plug your magicJack back in.

Connected to a Mac

  1. Click on the Apple icon
  2. Select System Preferences, and then Sound
  3. Click the Output tab and select Internal Speakers
  4. Click the Input tab and select Internal Microphone
  5. Close the window and place a call with your magicJack

Connected to a Modem or Router

  1. Lower the volume on your telephone
  2. Unplug your magicJack from the power source
  3. Wait 30 seconds before plugging your magicJack back in
  4. Unplug your magicJack and turn your modem and router (if applicable) off. Wait 3 minutes before turning  your modem and router back on, and plug your magicJack back in.
  5. Try using a different telephone with the magicJack
What if my incoming Caller ID is not working?

Caller ID is used to display the telephone number of the person calling you and is included free with magicJack service.

Caller ID Name which is used to display the name of the person calling you is not currently a supported feature.

If your caller ID is not working – plug the magicJack into a different USB port or use a different telephone

Why does my telephone not ring on incoming calls?

If you see you are receiving an incoming call, but your telephone does not audibly ring, first verify proper telephone operation:

  • Make sure the ringer on your telephone is in the ON position
  • Make sure the ringer volume is in the proper position
  • Ensure the phone cord connected to the base unit with your magicJack is no longer than six feet.

If your telephone still does not ring, please try connecting a different phone to your magicJack device.

ADVANCED TROUBLESHOOTING

If basic troubleshooting fails, this may indicate that your magicJack device’s firmware needs to be updated. Please see this article for further details.