VoIP Adapters / Phones
GVMate Adapter & Phone
for Google Voice
(Includes GVMateApp)
from $19.95 by PCPhoneSoft
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Product Support Center
GENERAL
Self help is available for most common issues and questions within this Product Support Center facility.
Before beginning or continuing any troubleshooting always make sure you have the latest version installed of the product installed from http://download.pcphonesoft.com and you have followed the installation instructions provided there.
If you are still unable to resolve an issue or question you have yourself after thoroughly following the above self help resolution avenues, free technical support is available Monday - Friday 9am to 4pm EST (excluding public holidays) by email by clicking here support@pcphonesoft.com .
We do our best to respond to emails within 1 full work day from receipt. Emails sent outside hours are received the following work day. When writing to report a technical problem or request troubleshooting assistance, you MUST include the following details in your email message. Emails that simply state things such as "it don't work" without the required supporting details below will be ignored.
Required Supporting Details
1. Detailed description of the problem including exactly how what happens differs from what is expected and under exactly what conditions it consistently occurs.
2. Exactly what troubleshooting steps you have taken to diagnose the problem.
3. If you receive warning or error messages, the exact words displayed. You may also attach screenshots.
4. If you are using the GVJackApp or GVMateApp, cut and paste (or attached) copy of the log file (obtained by right mouse clicking on the traybar icon and selecting "Troubleshooting" from the menu that appears and pressing the "Show Log File" button).
Be sure to check you spam/junk mail folder as required for our response. If you happen to resolve the problem yourself before you receive our response, please kindly email us to let us know so we may use the time to assist somebody else sooner.
Make A Feature Suggestion
Constructive ideas and suggestions are always welcome. Click here to email us your suggestion support@pcphonesoft.com .
Invalid License Key Message
Look closely at the license key you purchased and check the first 3 letters as detailed below for the name of the product. Then look at the title of the license key registration window that appears on your computer and make sure it matches the name of the product you purchased. If the names do not match then you have downloaded and installed the wrong product by mistake and need to download and install the correct one from http://download.pcphonesoft.com .
GJA - GVJackApp
GMA - GVMateApp
MFP - MagicfeaturesPlugin
MSP - MagicsilencePlugin
MCP - MagicContactsPlugin
SJP - SkyjackPlugin.
back to top Lost License Key
If you lost your license key you may be able to retrieve it from your customer account if you purchased registration protection service. Sign in using the "Client Login" link provided on the top right hand corner of our main webpage at http://www.pcphonesoft.com .
Licensing / License Transfers
MJ Related Apps/Plugins
As per the terms of the license, any given MJ related app or plugin is permanently licensed to the specific MJ or MJ+ phone dongle used at the time the License Key was first registered. It permanently lives with a particular hardware dongle for its lifetime for use on as many different computers as you wish.
If you decide to replace or upgrade your magicJack dongle for whatever reason, you need a new license to go along with it.
NOTE: In the very rare event that your dongle fails and is replaced within 90 days of purchasing a plugin or app, please e-mail us at support@pcphonesoft.com to request special assistance and include your license key and attach a copy of your purchase receipt.
USB Phone Related Apps
As per the terms of the license, apps are licensed to one specific individual computer for use with any supported USB phone device. Users may fully transfer the latter license to another computer a maximum of 3 times to accommodate situations of computer replacement, failure and theft after which a further license must be purchased.
Release Support
How to and installation support for a previous release is available for 90 days after a new major release is published.
Updates and fixes are however made available at no charge for a previous major release for a further 12 months after a new major release is published (or until a further major release to the latter is published which occurs first).
Major releases can be anticipated to occur on average every 12 months. Upgrades to the very next major release are offered at a substantial discount off the regular release price.
Refunds
A free 7 day trial of the full version of our apps and plugins are offered to ensure they meets your expectations and work in your computing environment prior to purchase. The free 7 day trial version and the full version is 100% identical and there is absolutely no difference.
As a free 7 trial is of the full version of our apps and plugins are provided, refunds are only available if you purchased the wrong product and have not registered the license key.
Other Product QuetionsHave a general product question? Click here to email it to us support@pcphonesoft.com .
KNOWLEDGE
Thin Client Installation
Neoware Thin Client
We recently purchased a basic Neoware thin client unit to use in house and finally got chance to set it up yesterday. The thin client had Windows XP and the free remote access application from Teamviewer from www.teamviewer.com pre-installed on it.
We had never used a thin client before so we thought we would capture our setup experience here. These are the steps we followed in setting it up with a magicJack and Release 1.05 of the Magicfeatures plugin:
1. Downloaded and installed the free Teamviewer remote access application (as per the instruction sheet you included with the thin client) onto my computer desktop.
2. Connected the thin client to the router and then powered it on.
3. Opened the Teamviewer application and remotely logged into the thin client via our computer.
4. The window that appeared on the computer screen was the desktop image from the thin client. It looked just like the desktop of any Windows XP computer.
5. Plugged a magicJack into one of the USB ports on the front of the thin client and once it was initialized then placed a call to a landline phone. It worked !!!
6. Downloaded the new Magicfeatures plugin Release 1.05 to our computer desktop and then used the Teamviewer file transfer facility to transfer a copy to the desktop of the thin client.
7. Double clicked on the Magicfeatures plugin setup installation icon on the thin client desktop and installed the application. It went straight in just like it does on a normal computer.
8. We double clicked on the Magicfeatures little phone icon and the feature dashboard opened.
9. We used the "View" feature of Teamview application to adjust and scale the remote access screen size view to a size that fits the computer screen being used.
10. This time a call was made to the magicJack from a landline and the caller id name and number appeared on the phone display.
11. We restarted the thin client just to see if it would hold its own without any additional intervention when it came back up.
12. We waited for the thin client to finish restarting and then picked up the phone and dialed "98" to reach voice mail to make sure the Magicfeatures plugin automatically kicked back on after the restart. It worked !!!
The whole setup from the time the thin client was taken out of the box and went through all the steps above including tinkering around a bit to better understand the features of the Teamviewer remote access application was about 20-25 minutes.
HP T5700 & T5710 Thin Clients
Some HP T5700 and T5710 thin clients may not correctly install the MagicFeaturesPlugin (or other plugin or app) on the C-Drive.
(1) disable EWF and reboot the thin client
(2) run the MagicFeaturesPlugin setup program,
(3) locate the program folder on the Z-Drive and move it to the "Programs Files" folder on the C-Drive using Cut and Paste
(4) Locate the C-Drive Start-Up folder (Documents and Settings/administrator/Start Menu/Programs/...) to make sure it contains a shortcut to the magicfeaturesplugin.exe program.
(5)
Enable EWF and reboot the thin client. Magicfeatures Plug-in should now start at reboot and work automatically with magicJack.
Using Google Voice Outside the US
Google Voice outgoing calling is now supported in numerous countries worldwide.
The simple check for any given country is to sign into a Gmail account from where you are located and check for the "Call Phone" link on the left hand side of the Gmail webpage.
Incoming phone numbers to be able to receive incoming calls from regular phone are however currently only available for United States based Gmail accounts. Once you have a United States Gmail account you may travel and use your incoming phone number to receive calls regardless of where you are in the world.
To set up a United States based Gmail account you will need to sign up for a Gmail account at http://www.gmail.com using a computer located in the United States (i.e. a computer that has a United States based IP address). You will also need to have access to an existing United States phone number to use to complete Google Voice's sign up verification process.
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TROUBLESHOOTING - GVJackApp
Outgoing Phone Calls Not WorkingThe GVJackApp extends the Google Voice phone calling services embedded in your Gmail account to the USB Phone Jack and the phone that is attached to it. It then wraps in and adds some advanced features of its own. The objective below is to get manually get phone calls working properly in your Gmail account using your computer's speaker and microphone and then retest calls from your phone handset with the latest version of the GVJackApp running.
1. Close the GVJackApp by right mouse clicking on the GVJackApp traybar icon and selecting 'Exit' from the menu that appears.
2. Unplug the USB Phone Jack from your computer.
3. Go to 'Start/All Programs/GVJackApp' and click on the 'Chromium Browser' entry.
4. Using the browser window that opens, go to http://www.gmail.com and manually sign into your Gmail account.
5. Use the little phone handset icon on the left hand side of the Gmail webpage to place test calls using the little dialer window that opens. You will talk and listen using your computer's speaker and microphone.
6.
Once you have calls manually working in your Gmail account using your computer's speaker and microphone, firmly plug your USB Phone Jack back in again and wait for it to completely initialize until either the MJ dialer or the MJ sign in page appears.
7. Go to http://download.pcphonesoft.com to freshly download and install the latest version of the GVJackApp and retest calls from your phone handset.
If the message you receive in the little dialer window indicates the Google Voice network is not able to complete your call for what reason, check the Google Voice forum at https://productforums.google.com/forum/#!categories/voice/making-and-receiving-calls .
If you have problems manually placing or receiving calls from your Gmail account something external on your computer is very likely to be intentionally blocking it. To move forward, use the troubleshooting steps in the section on Incoming Phone Calls Not Working below.
Incoming Phone Calls Not Working (Incoming Calls Available For U.S. Based Gmail Accounts Only)1. Place at least one outgoing phone call.
2. Right mouse click on the GVJackApp traybar icon and select "Phone Account" from the menu that appears. Follow the online instructions on the Google Voice webpage that appears to sign up for a phone number. Google Voice currently requires you to use an existing U.S. phone number such as your mobile phone number to complete the sign up process.
3. Right mouse click on the GVJackApp traybar icon again and select "Phone Account" one more time. On the Google Voice webpage that appears, check the box that has the words "Google Chat" and your Gmail e-mail address next to it to forward your phone number to your Gmail e-mail account. You are now set up to receive incoming phone calls.
If you will be receiving incoming phone calls and have an existing Gmail account you currently use for e-mail, we recommend setting up a new separate Gmail account at http://www.gmail.com that is dedicated for phone calling with the GVJackApp. This will give you the freedom to continue to sign into the existing Gmail account you use for e-mail from any web browser or location without interfering with your phone service.
Google Voice provides the following facility http://support.google.com/voice/bin/static.py?hl=en&ts=1378507&page=ts.cs to transfer your existing Google Voice phone number as needed to a new Gmail account you have set up just for phone calls.
When troubleshooting incoming calling, you MUST be sure to place an outgoing call before every incoming call re-test. If you then find that incoming calls completely stop working unless you first make an outgoing call, you are probably signed into your Gmail account somewhere else besides the GVJackApp confusing the Google Voice network as to where to route the incoming call.
If you have challenges receiving incoming calls, there is an external problem that is preventing calls from the Google Voice network from reaching your Gmail account. Once you get incoming Google Voice calls working correctly to your Gmail account everything should be fine. The following are some of the typical external things that can cause this problem and how to troubleshoot them:
a. You are trying to call your "GVJack" phone from another phone like your mobile phone that you also have set up for call forwarding in your Google Voice account. Right mouse click on the GVJackApp traybar icon and select "Phone Account" from the menu that appears. In the Google Voice phone account webpage that appears uncheck all forwarded phones EXCEPT for your Gmail e-mail account for the purposes of troubleshooting.
Note: After you have finished troubleshooting and have incoming calls working, follow the instructions below for Can't Call My "GVJack" Phone From My Mobile Phone if you want to be able to call your "GVJack" phone from another phone you have set up for call forwarding in your Google Voice.
b. There is a feature enabled in your Google Voice account that is blocking incoming calls. Right mouse click on the GVJackApp traybar icon and select "Phone Account" from the menu that appears. In the Google Voice phone account webpage that appears select the "Calls" tab and then make sure the "Do Not Disturb" feature in Google Voice is not enabled.
c. You are signed into your Gmail account somewhere else besides the GVJackApp. Double check and make sure you are not signed into the Gmail account you use for Google Voice calling any place except the GVJackApp and make sure you are not using any other Google Voice related VoIP device or Smartphone application at the same time; otherwise, Google Voice may try to route your incoming calls there instead. If required set up a separate Gmail account to use solely for Google Voice phone calls.
d. You are using the Google Chrome browser and have an advanced Google Voice extension such as "Chat for Google" installed creating confusion for the Google Voice network as to where to route incoming calls. If you use the Google Chrome browser, open the browser and go to "Tools/Extensions" and disable any and all Google Voice related extensions for the purposes of troubleshooting.
e. Additional antivirus or Internet security software you have installed on your computer or a built in firewall on your router is blocking incoming messaging or TCP ports 80 or 443. Try adding the following applications as program exceptions to any antivirus or Internet security software you have installed on your computer: googletalkplugin.exe, gvjackapp.exe , gvjackappminder.exe , chromium.exe. If you have one of the few routers that have a built in firewall, follow the manufacturer's instructions to log into it and turn off the firewall for the purposes of troubleshooting.
f. Follow the instructions above for Outgoing Phone Calls Not Working to manually get incoming calls working in your Gmail account without the USB Phone Jack plugged into your computer and without the GVJackApp running. Once you have incoming calls manually working in your Gmail account, the GVJackApp and USB Phone Jack should work fine for incoming calls.
Some Dialed Digits MissedClick on the GVJackApp traybar icon to open the browser window. Look at the little dialer window that appears when calls are placed to verify that digits are indeed consistently being missed. If your computer meets the minimum specs, there is a bad physical hardware connection somewhere between your USB port and your phone.
1. Unplug your USB Phone Jack from your computer.
2.
Unplug both ends of the telephone cable from the USB Phone Jack and your phone and firmly plug both ends back in again.
3. Close the GVJackApp by right mouse clicking on the GVJackApp traybar icon and selecting 'Exit' from the menu that appears.
4. Firmly plug your USB Phone Jack directly back in again to a USB port on your computer without any type of USB extender cable and wait for it to completely initialize until either the MJ dialer or the MJ sign in page appears.
5.
Click on the 'GVJackApp' desktop icon to restart it and then retest."
Right mouse click on the GVJackApp traybar icon and select "Troubleshooting" from the menu that appears. In the window that open use the Caller ID testing facility and instructions provided. If you are unable to get the caller id to display using the test facility (and you are sure your phone supports caller id display) the following are the troubleshooting steps:
The caller id is sent as a modem tone like transmission to your phone between the 1st and 2nd ring. If it is not displaying something is affecting or interfering with the quality of the USB phone jack dongle's audio path to your phone.
1. The caller id transmission itself is extremely real time sensitive. Make sure you are using a computer that meets the minimum specs set for the GVJackApp. A computer that does not have enough real time processing power available can cause the caller id transmission to become corrupted with unacceptable breaks of silence.
2. For the purposes of troubleshooting, make sure your telephone is connected to the USB phone jack dongle with a good quality cable that is no more than 3 feet long. If you are using a cordless phone also remove it from its cradle and then reinsert it so it can re-synchronize against the channel it uses so it can be removed from the troubleshooting equation. Also make sure it has been fully charged before any further testing.
3. If the caller id test above only works right after you restart your computer but does not work later on either your computer does not have enough real time CPU and/or RAM horsepower available. It is also possible that the power management facility on your computer is automatically lowering the power on your USB ports to conserve energy. Go to Start/Control Panel/Power Management and make sure that the USB power conservation feature is turned off.
4. If your caller id still does not display, the USB port you are using is very possibly underpowered and there is inadequate power available to drive your phone line AND/OR inadequate power to drive the caller id display electronics (if you are using a phone that does not have its own power supply and relies solely on power from the phone line to function).
You can try plugging the USB dongle directly into a USB port on the back on your computer (without an extender cable or hub) to see if that port provides the needed power. If that does not sort out the issue, you will need to try using an externally powered USB hub (the kind that have their own power supply) with your USB phone jack dongle.
5. It is also possible your USB dongle has a small defect that puts a little electrical noise on the line. This is a well known issue with some of the MJ dongles and the fix for it involves the addition of a 100K Ohm resistor installed in parallel with the phone. Prebuilt "MJ Caller ID Fix" kits that implement this may be found on Ebay or by searching on Google.
Caller Name Does Not Display On My PhoneIf the caller is located in your Contacts list (or Speed Dial table if you are using the GVJackApp Professional Version), the caller name will be taken from there and displayed on your phone; otherwise, the caller's location (State / Country) will be displayed. Caller name lookup service (CNAM) using the national LIDB/CNAM database is also optionally available on an optional basis. Right mouse click on the GVJackApp traybar icon and select "E911/CNAM" from the menu that appears and follow the instructions to sign up for CNAM service.
Keeps Trying To Sign Me In RepeatedlyThe GVJackApp is designed to do its best to recover automatically from most external situations including problems with your Gmail account or your Internet connection. Repeated sign in attempts is an indication the GVJackApp is in a recovery loop and it is doing its very best to try to works its way through a condition it encountered. User intervention is sometimes required to sort out an external issue on your computer that is causing the problem.
Sometimes Antivirus and Internet Security software packages may interfere and keep the GVJackApp from moving forward preventing it from being able to sign you in. To move forward, do the following:
1. Right mouse click on the GVJackApp traybar icon and select "Exit" from the menu that appears to close the program.
2. For the purposes of troubleshooting, temporarily disable any Antivirus and Internet Security software running on your computer.
3. Click on the GVJackApp desktop shortcut to start the program again.
If that clears the problem, make sure that "gvjackapp.exe" and "chromium.exe" are added as trusted program exceptions in the settings of the Antivirus and Internet Security software packages you have installed on your computer.
If you still have challenges, pay close attention to any and all balloon information instructions that appear from the GVJackApp during the sign in process and make a note of them. After doing so follow the instructions provided in the balloon tip to try to sort out the underlying issue. If the issue persists, follow the instructions above for Outgoing Phone Calls Not Working.
Google Talk Plugin Will Not Install (aka Google Voice and Video Chat Plugin)1. Go to 'Start/Control Panel/Add and Remove Programs' and uninstall the 'Google Talk Plugin' if it is listed.
2. Follow all the instructions above for Outgoing Phone Calls Not Working. Call Are Working But There Is No Sound
Unless there is a temporary problem with the Google Voice network, it is possible that the Gmail audio settings are not correctly set to your USB Phone Jack for whatever reason.
1. Click on the GVJackApp traybar icon to open the browser window.
2. On the Gmail webpage that appears use the 'Settings' cog in the right hand portion of the webpage to go to 'Settings/Chat'.
3. Make sure the audio settings on that page are set to point to your USB Phone Jack and not your computer speaker and microphone.
In the world of VoIP based calling, one phenomenon that can occur is a situation where certain speech patterns and pitches are misinterpreted as DTMF phone keypad presses and transmitted to the caller as annoying PIN digit "beeps". When this occurs, the speech path between you and the caller may also be temporarily interrupted for a few seconds.
To help eleviate this problem, this 'Stop Call Beeps' feature defaults PIN dialing to OFF on all calls. You may still manually turn PIN dialing ON and OFF during a call or send individual PIN digits using the dialing sequences provided.
1. Right mouse click on the GVJackApp traybar icon and select 'Troubleshooting' from the menu that appears. Turn on the 'Stop Call Beeps' feature.
Can't Call My "GVJack" Phone From My Mobile Phone
You can change your Google Voice settings so you can directly call your "GVJack" phone from your mobile phone AND also still dial in from your mobile to pick up your voice mail messages. The latter refers to the scenario where your mobile phone and "GVJack" phone are associated with the same Google Voice phone number.
1. Right mouse click on the GVJackApp traybar icon and select "Phone Account" from the menu that appears.
2. On the webpage that opens go to your mobile phone entry and click the "Edit" button.
3. Then click on the "Show Advanced Settings" link and set the Voice Mail Access feature to "No".
To pick up voice mail messages from your mobile phone just call your "GVJack" phone and wait until the call finally rolls over to your regular voice mail greeting and then press "*" and your voice mail access PIN number.
A busy tone means you either dialed an invalid number or your call could not be completed by the Google Voice network for whatever reason. To find out more information, left mouse click on the GVJackApp traybar icon to open the browser window. Try your call again and the reason your call could not complete will appears in the little dialer window that opens after you finish dialing. If the digits you are dialing do not match what is shown in the little dialer window for whatever reason, see the troubleshooting section above on "Some Dialed Digits Missed".
Task Manager Shows Multiple Browser ProcessesThis is actually normal and correct. The GVJackApp is a next generation site specific web browser based program. In this instance, it exclusively uses an unshared GVJackApp program specific copy of the Chromium open source web browser to provide the General User Interface (GUI) and communicate with and use the services of one primary website. Chromium is intentionally designed to use multiple processes to provide additional robustness and reliability and the reason multiple instances appear in the Task Manager.
Browser Did Not Shut Down Correctly MessageThis is actually normal and correct with clarification. The GVJackApp is a next generation site specific web browser based program. In this instance, it exclusively uses an unshared GVJackApp program specific copy of the Chromium open source web browser to provide the General User Interface (GUI) and communicate with and use the services of one primary website.
The GVJackApp is designed to do its best to recover automatically from most external situations including problems with your Gmail account or your Internet connection. In some cases, the GVJackApp may force close the browser as part of its recovery efforts and the browser may indicate that it was not shut down correctly when it reopens as was indeed the case as it was closed by force.
Backup Alternative Calling Methods
If you are having challenges placing calls for whatever reason, the following are viable alternative backup methods of placing phone calls:
1. Go offhook and click on the GVJackApp traybar icon to open the browser and then click on the "Call Phone" link (or little phone handset icon) on the Gmail webpage and manually dial the number via the little dialer window.
2. Right mouse click on the GVJackApp traybar icon and select Phone Account from the menu that appears. Use the "Call" button to manually placed calls in Google Voice and select "Google Talk" as the phone you want to use for your call. When the phone rings pick it up and you will automatically be connected to the other party.
3. Go offhook wait for 5 seconds for dialtone to stop and place your call via Skype. You will need a Skype account and some calling credit deposited with them to use this option. You can also set up your Skype account to transmit your Google Voice phone number to the other party.
Call Recording Randomly Starts By Itself
The Google Voice call recording feature uses a single digit feature activation code for activation. What is happening is that a particular part of your speech is being misinterpretted as a dialed PIN digit and the call recording feature is getting activated. There are 2 lines of defense you can use to try to get around this issue:
1. Right mouse click on the GVJackApp traybar icon and select "Troubleshooting" from the menu that appers. Turn on the "Stop VoIP Call Beeps" feature that turns off PIN dialing during calls. You can still turn on PIN dialing for any given single call by dialing ##1 after the call has been set up. You can also dial ##7x to just dial a single PIN digit (i.e. ##74 will dial PIN digit 4 and then turn PIN dialing back off again).
2. Right mouse click on the GVJackApp traybar icon and select "Phone Account" from the menu that appears. Go to the "Calls" tab on the webpage that appears and turn off the Google Voice built in feature called "Enable Recording, Switch and Conferencing options on inbound calls". This option was actually added because of false feature activation issues people were reporting.
Can't Hear The Talking Caller ID
The Talking Caller ID feature uses Microsoft Window's built in Text-To-Speech facility. Go to Start/Control Panel/Speech [Recognition] to adjust the Text-To-Speech voice volume, speed and audio device used as required.
If you do not select a specific audio device for Text-To-Speech playback, the speech will be played via your computer's default audio device (whatever you have that set to under Start/Control Panel/Sounds [and Audio]).
For further help see Microsoft's Text-To-Speech configuration instructions at http://support.microsoft.com/kb/306902 as required.
Choppy Voice Quality
For clarification, the GVJackApp simply extends the Google Voice calling capability that is built into Gmail to your magicJack dongle and the phone that is attached to it. It does not interfere with the call quality that is provided by Google Voice's technology.
There are however a number of external things that can definitely contribute to choppy voice quality that are within your direct control:
1. Make sure you are using a computer that has at least 1Ghz CPU and 1GB RAM.
2. Use a wired Internet connection instead of a WiFi wireless Internet connection whenever and wherever possible.
3. Plug your MJ or MJ+ dongle directly into a USB port on your computer without any type of USB extender cable.
4. Make sure your cordless phone is fully charged and you are within a reasonable distance from the cordless base station.
5. Never check the audio quality by calling to/from a cellphone because their call quality is often choppy giving unreliable test results. Instead test by placing a call to/from a regular landline phone or to the public echo test phone number 909-390-0003 and listen to yourself talk.
6. If the person you are calling is complaining about hearing touchtone beeps exactly like you press on the phone keypad during a phone conversation this is a different issue. In this case, right mouse click on the GVJackApp traybar icon and select "Troubleshooting" from the menu that appears. Enable the "Stop VoIP Call Beeps" feature, read the full feature description provided and then press the "Apply" button to save the feature setting.
Windows Audio Device Not Found
When your MJ dongle is plugged into a USB port on your computer, the GVJackApp expects to see the MJ dongle audio device called "USB Internet Phone by Tigerjet" available (in addition to your computer speakers).
As this audio device name cannot be found, Windows did not install the low level device drivers for your MJ dongle hardware correctly for whatever reason. Alternatively it can also mean that your MJ dongle is defective. Both situations are very rare. To move forward do the following:
1. Right mouse click on the GVJackApp traybar icon and select "Exit" from the menu that appears to close the program.
2. Unplug your magicJack dongle from your computer for 10 seconds and then plug it into a DIFFERENT usb port on your computer WITHOUT any type of usb extender cable. As it is a different usb port, this will trigger Windows to install the low level device drivers again.
3. Wait for the magicJack dongle to completely initialize UNTIL you see the magicJack dialer or a magicJack registration window appear on your computer screen.
4. Go to Start/Control Panel/System/Hardware/Device Manager/Sound,video and game controllers . In the list of Windows audio devices that are displayed, you should see the audio device "USB Internet Phone by Tigerjet" (or "USB Audio Device" if you are using a 1st generation regular MJ dongle manufacturer circa 2007).
If the above checks out, move forward and click on the GVJackApp short on your desktop to start it and then re-test; otherwise, you will need to try your MJ dongle on a different computer to confirm if it is defective.
Calls Not Working After Computer Goes Into Standby/Sleep Mode
That's correct. If your computer automatically goes or is manually put into Standby/Sleep mode, it will do exactly that to the GVJackApp and your corresponding phone service as well (i.e. put it to sleep).
1. Go to Start/Control Panel/Power Management and make sure the "Turn Off Hard Disks" setting is set to NEVER and the "Standby" setting is set to NEVER. If there are any settings provided here for USB ports make sure they are set to never drop the power level to the USB ports.
2. Also go to Start/Control Panel/System/Device Manager/USB Root Hub/Properties/Power Management to make sure the settings are set to never drop the power level to the USB ports . The latter must be done for each USB Root Hubs you see listed.
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Transferring Phone Number To Another Gmail Account
We strongly recommend setting up a separate Gmail account that will only be used for your phone service. This keeps voice mail housekeeping straight forward and it also means you can use any existing Gmail account you use for email as you normally do from any location without interfering with your phone service.
Google Voice provides the following facility http://support.google.com/voice/bin/static.py?hl=en&ts=1378507&page=ts.cs to transfer your existing Google Voice phone number as needed to a new Gmail account you have set up just for phone calls.
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Computer Speakers Stopped Working
Windows will normally automatically choose the last USB audio device you installed on your computer as the default audio device for your whole system.
To move forward go to Start/Control Panel/Sounds and Audio Devices and make sure your computer speakers and microphone are selected as the default playback and recording device and apply/save the setting.
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Can't Send/Receive Faxes
At this time Google Voice does not suport faxing http://support.google.com/voice/bin/answer.py?hl=en&answer=115124 .
There are however users that have had success sending/receiving faxes by doing all the following steps below although there are no promises it will work out for you:
1. Setting their fax machine to 9600 BAUD
2. Turning off their fax machine's Error Correction Mode (ECM) feature.
3. Adjusting the transmit/receive volume up or down as needed. The volume can adjusted by right mouse clicking on the GVJackApp traybar icon and selecting "Volume" from the menu that appears.
Other users choose to use online fax services like hellofax.com and efax.com .
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TROUBLESHOOTING - Magicfeatures Plugin
Can't Hear The Talking Caller ID
The Talking Caller ID feature uses Microsoft Window's built in Text-To-Speech facility. Go to Start/Control Panel/Speech [Recognition] to adjust the Text-To-Speech voice volume, speed and audio device used as required.
If you do not select a specific audio device for Text-To-Speech playback, the speech will be played via your computer's default audio device (whatever you have that set to under Start/Control Panel/Sounds [and Audio]).
For further help see Microsoft's Text-To-Speech configuration instructions at http://support.microsoft.com/kb/306902 as required.
Call Recording Choppy
Magicfeatures uses single channel sampled recording technology with voice activity detection and silence detection. The latter will never be as good as full duplex dual channel recording but we did not have that technology available to us at the time of developing the current major release.
If you tried adjusting the volume settings and you are using a modern computer with reasonable CPU horsepower and it still does not work to your satisfaction, we don't have any further suggestions. It is as good as the implementation of this particular feature is going to work. We will be introducing full duplex dual channel call recording in the next major release.
Can't Get It To Work With MJ+ Attached To Router
The Magicfeatures Plugin will only work when a regular magicJack or magicJack Plus dongle is plugged into the USB port of a computer. You must also disconnect the Internet cable from the magicJack Plus dongle.
Caller ID Does Not Display On My Phone
The caller id is sent as a modem tone like transmission to your phone between the 1st and 2nd ring. If it is not displaying something is affecting or interfering with the quality of the USB phone jack dongle's audio path to your phone.
1. The caller id transmission itself is extremely real time sensitive. Make sure your computer meets the barebones minimum spec of 800Mhz CPU and 512MB RAM. If you use your computer for other tasks a 1Ghz CPU and 1GB RAM should be adequate. A computer that does not have enough real time processing power available can cause the caller id transmission to become corrupted with unacceptable breaks of silence.
2. For the purposes of troubleshooting, make sure your telephone is connected to the USB phone jack dongle with a good quality cable that is no more than 3 feet long. If you are using a cordless phone also remove it from its cradle and then reinsert it so it can re-synchronize against the channel it uses so it can be removed from the troubleshooting equation. Also make sure it has been fully charged before any further testing.
3. If the caller id test above only works right after you restart your computer but does not work later on either your computer does not have enough real time CPU and/or RAM horsepower available. It is also possible that the power management facility on your computer is automatically lowering the power on your USB ports to conserve energy. Go to Start/Control Panel/Power Management and make sure that the USB power conservation feature is turned off.
4. If your caller id still does not display, the USB port you are using is very possibly underpowered and there is inadequate power available to drive your phone line AND/OR inadequate power to drive the caller id display electronics (if you are using a phone that does not have its own power supply and relies solely on power from the phone line to function).
You can try plugging the USB dongle directly into a USB port on the back on your computer (without an extender cable or hub) to see if that port provides the needed power. If that does not sort out the issue, you will need to try using an externally powered USB hub (the kind that have their own power supply) with your USB phone jack dongle.
5. It is also possible your USB dongle has a small defect that puts a little electrical noise on the line. This is a well known issue with some of the MJ dongles and the fix for it involves the addition of a 100K Ohm resistor installed in parallel with the phone. Prebuilt "MJ Caller ID Fix" kits that implement this may be found on Ebay or by searching on Google.
Automatically Start Magicfeatures On Windows Vista/7/8
Magicfeatures Release 2 runs at Administrator Level and by definition will not automatically start on Windows Vista/7 after a restart if User Account Control is enabled. That is as per the Windows Vista/7 User Account Control guidelines.
To disable User Account Control, go to Start/Control Panel/User Accounts and turn the User Account Control setting all the way down (off) and then restart your computer.
If you do not want to disable User Account Control, you can use your computer's Task Scheduler to manually create a new separate dedicated task to automatically start Magicfeatures for you at startup as detailed below.
1. Start task scheduler by going to Start/All programs/Accessories/System Tools/Task Scheduler.
2. Click on "Create Task".
3. On the "General tab", give it a name, and select "Run with highest privileges".
4. On "Triggers" tab, click "New" and select Begin the task : "At log on".
5. On "Actions" tab, click "New" and browse to "C:\Users\YOURCOMPUTERACCOUNTNAME\AppData\Local\MagicfeaturesPlugin\MagicfeaturesPlugin.exe".
6. On "Settings" tab, check "Run task as soon as possible after a scheduled start is missed", and uncheck "Stop the task if it runs longer than:".
7. Click "OK".
TROUBLESHOOTING - Skyjack Plugin
Caller ID Does Not Display On My Phone
For calls from other Skype users, the Skype user name should appear on your phone display between the 1st and 2nd ring. If you have a Skypein incoming phone number and are receiving a call from a person with a regular phone, the caller's phone number will be displayed.
The information sent to your phone to be displayed is sent as a fax/modem tone style transmission between the 1st and 2nd ring. If nothing appears on your phone display, there is something interfering with the quality of the magicJack USB dongle's audio path to your phone during the transmission.
Do all the following:
1. Right mouse on the magicJack dialer icon and select Volume/Headset Control. On the window that opens select Telephone and make sure the Speaker setting is set to the middlemost setting. This will help make sure the caller id is not so quiet that your phone cannot hear it and not so loud that it breaks up.
2. Open the Skype dialer and go to Tools/Options/Audio Settings.
a. Change the Ringing device to your computer speakers (i.e. make sure it is not USB Internet Phone by Tigerjet and not Ring On All Devices); otherwise, Skype will send its very loud inband audible ringing tone down the phone line that can interfere with the caller id transmission.
b. Make sure the Speaker setting is set to the middlemost setting. This will help make sure the caller id is not so quiet that your phone cannot hear it and not so loud that it breaks up.
Can't Place Calls
1. Calls to other Skype users are free. If you want to place calls to a regular phone, you must have calling credit deposited with Skype.
2.
When placing calls to regular phones always remember to dial the country code plus the full phone number (i.e. 1-xxx-xxx-xxxx [US]; 44-xxxxxxxxxx [UK]; 33-xxxxxxxxxxxx [France]).
3. If you hear a busy signal when placing calls, look at the exact information returned in the Skype dialer for the call informing you why the call could not be completed.
