> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/using-sipgate/allgemeine-losungen-beim-telefonieren-mit-sipgate/sipgate-softphone-fehler-und-loesungen.md).
# sipgate Softphone errors and solutions
{% hint style="warning" %}
**Important**: As a general rule, for Windows, macOS and Linux we recommend our [sipgate app](https://www.sipgate.de/app-download) with which a number of integrations are available to you.
{% endhint %}
Here you will find the solutions to the errors we are aware of in the sipgate Softphone App and the sipgate Webphone. Mostly Windows desktop PCs were tested; no Windows Server environments.
**What should I do if outgoing calls cannot be established or I immediately get an error message when accepting incoming calls?**
In very many cases, the sipgate Softphone App **does not have access permissions to use the microphone.**
Below you will find help on how to grant microphone permissions for both the sipgate Softphone and the sipgate Webphone.
* [**sipgate webphone** under **Google Chrome**](#sipgate_webphone_chrome)
* [**sipgate webphone** under **Mozilla Firefox**](#sipgate_webphone_firefox)
* [**sipgate softphone** under **Windows 10**](#sipgate_softphone_win10)
* [**sipgate softphone** under **Windows 11**](#sipgate_softphone_win11)
* [**sipgate softphone** under ](#sipgate_softphone_macos)[**macOS**](#sipgate_softphone_macos)
## **When using the sipgate Webphone**
If instead you use the Webphone directly in your browser, this error pattern often has the same root cause, except that instead of the sipgate Softphone App, the browser used for the sipgate Webphone does not have permission to access the microphone.
| When using **Google Chrome** as a web browser, you can see a red crossed-out microphone icon at the top in the address bar to the right of the web address if there is no access to the microphone. |  |
| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ |
By clicking the lock icon to the left of the website address, you can display the website information and there grant access to the microphone again with a click.
| When using **Mozilla Firefox** as a web browser, you can display the permission settings by clicking the settings icon to the left of the website address. Here, for the option "**use microphone**" the selection "**allowed**" must be selected. |  |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ |
If there is no option for microphone access there or if the selection "**blocked**" is shown, you can click the microphone icon ("***microphone input***") in the lower area of the sipgate Webphone to trigger a new browser prompt for access to the microphone and grant access by clicking "**Allow**".
## **When using the sipgate Softphone App**
When using the installed sipgate Softphone App, please make sure via the Windows settings that apps are allowed to access the microphone.
Under **Windows 10** open via **START ➔** the **WINDOWS SETTINGS ➔ PRIVACY ➔ APP PERMISSIONS ➔ MICROPHONE**
activate the following options there:
* Allow apps to access your microphone
* Allow desktop apps to access your microphone (at the very bottom)
 
Under **Windows 11** open via **START ➔** the **WINDOWS SETTINGS ➔ PRIVACY AND SECURITY ➔ MICROPHONE**
activate the following options there:
* Microphone access
* Allow apps to access your microphone
* Allow desktop apps to access your microphone
Under **Apple macOS** open the **SYSTEM SETTINGS ➔ PRIVACY & SECURITY ➔ MICROPHONE**
* and enable access there for the **sipgate softphone** App
## **How can WebRTC errors be tested?**
On [getting-started](https://webrtc.org/getting-started/testing) the test configurations for Firefox and Chrome are explained.
## **How do you export the Softphone log?**
In the Softphone, go to the menu item "Help area" and click the export button. A ZIP file will then open in the Downloads folder.
## **Where can you find additional logs if the login does not work?**
**Windows**: C:\Users\Username\AppData\Roaming\sipgate-softphone\logs\
**Mac 11.4**: The logs folder may not exist here.\
/Users/USERNAME/Library/Logs/sipgate-softphone\
**Mac 11.5.1**: /Users/USERNAME/Library/Logs/sipgate-softphone
#### [1. Operating system-independent errors](#h_01GM8GW04NVDP7N09MM8EXR8BN)
A failed call with WebRTC Error, but no error message in the Softphone.
This is a completely normal message when the call was hung up while dialing.
During the outgoing call you hear a busy signal (SIP 486, Analysis Console / Log: Call failed: Busy).
The dialed phone number rejected the call or was busy.
A dialed phone number reports busy even though the number is reachable (Analysis Console: Call failed 503).
Your PC has various local IP addresses available via "Docker". In this case, the call goes out via a local Docker IP instead of an Internet IP. To solve the problem, please disable the local virtual network interfaces.
Error message for outgoing call with announcement "number is not assigned" (Analysis Console/Log: Call failed: unavailable).
Here the dialed number is not connected. In such cases, please check the number and see whether you dialed incorrectly or whether additional numbers are known. If the number is only unreachable via sipgate, please contact our support.
The login does not happen automatically or the manual code page is displayed.
In this case, pop-ups are enabled to be blocked in the browser or browser add-on. Disable the pop-up blocker for app.sipgate.com or copy the code and log in manually.
When logging in, clicking the "Log in" button takes you to an error page.
In this case, access to login.sipgate.com is blocked in the firewall. To solve this, please allow access to [login.sipgate.com](https://login.sipgate.com/auth/realms/sipgate-apps/protocol/openid-connect/auth?response_type=token\&client_id=sipgate-app-web\&redirect_uri=https://app.sipgate.com/implicit-auth-redirect?redirect=/) allow.
The login does not work and the message "Invalid code. Request a new code in the browser" is displayed.
There are several possible explanations and solutions for this.
1. You pasted the code with spaces/special characters. Then please paste the code again and remove all spaces/special characters.
2. The code has expired because you copied it from an old browser window. Then click "Log in in browser" in the Softphone, perform the login again and insert the new code.
3. The code has expired. For this, please log out in the Softphone, perform the login with email and password, and ignore the code shown. On the code page, now click a link to generate a new code and log in with the new code.\
Alternative: In your sipgate account, click on the webphone and use it temporarily.
4. The login is only ever rejected via VPN. In this case, VPN changes the address . For clarification, please speak with the VPN IT support. Alternatively, you can also disable VPN and make calls without VPN. Your telephony is encrypted via TLS. You can also leave VPN active and configure VoIP apps with sipgate data.
A white page is displayed or the sipgate logo keeps spinning.
1. In Analysis Console: ERR\_Network\_ACCESS\_DENIED your firewall is blocking network access. Via **Software Firewall ➔ Programs ➔ sipgate Softphone** ➔ **allow network/Internet**.
2. In Analysis Console: ERR\_INTERNET\_DISCONNECTED there is no network connection or the network adapter is disabled. In such cases, log in to the Softphone, disconnect the network, quit the Softphone, restart it. Or: plug in the network cable, activate the network card/adapter if necessary, restart the Softphone.
3. For the message Analysis Console: Failed to load resource: net::ERR\_CONNECTION\_REFUSED, api.sipgate.com is blocked in the firewall or in %windir%\system32\drivers\etc\hosts. To solve this, allow access to api.sipgate.com in the firewall/hosts file.
The note "no valid phone number" appears even though everything has been entered correctly.
sipgate does not support reachability for any of the number ranges 0137, 0138, 01212, 01807, 0185, 0181, 0188, 0900. Please call these special numbers via another service. For some special numbers, landline numbers are also known. For this, please visit.
Outgoing calls are rejected immediately (Failed to register, status code 408).
It is likely that LAN and/or WLAN was changed and the Softphone is not sending a reconnect. The call attempt goes to the wrong public IP and is rejected
Simply quit the Softphone here, restart it or **Softphone ➔ View ➔ reload**.
The note "The phone is offline. Please check your Internet connection" is displayed ("Failed to register, status code 401").
For new customers, the SIP ID and SIP password are unknown to the telephony database in this case. To solve this**log in to sipgate account ➔ My telephony ➔ Telephony ➔ Devices ➔ click VoIP phone ➔ SIP password ➔ click the gear icon "generate new password"**.
Testing for new customers: **Softphone ➔ Edit ➔ Developer tools ➔ Application ➔ Clear Storage ➔ click "Clear site data"** ➔ **Press F5**. You should now be logged out. Log in again; the login should now work.
Analysis Console 1: net::ERR_NETWORK_IO_SUSPENDED
The OS is put into standby/sleep mode for 30-60 minutes, the network connection is disabled for 60 minutes, or the idle Softphone cannot be used for 60 minutes. After standby, restart the idle Softphone or reconnect via **View ➔ reload page** or press CTRL+R or CMD+R to reconnect.
renderer_error.log: sipjs disconnect / Failed to refresh token: 400
**renderer\_error.log: sipjs: { category: 'sip.transaction.nict', content: 'Not connected.'**\
\&#xNAN;**\[error] disconnect Error: WebSocket closed wss\://sip.sipgate.de (code: 1006)**\
\&#xNAN;**\[error] Failed to refresh token: 400**\
The web password/SIP password was changed and the communication did not arrive correctly at the Softphone. Now log out in the Softphone, log in again and check whether the registration works.
Software firewall does not allow a connection via wss to sip.spgate.de.
Please check the software firewall and allow the Softphone access to the Internet.
Software firewall NAT allows Internet access only for certain minutes.
Allow sipgate Softphone access to the Internet in the software firewall or check NAT settings.
Router/firewall blocks the protocol, wss or IP filter active.
Allow wss in the router/firewall protocol / disable IP filter.
Router/firewall NAT allows Internet access only for certain minutes
Check the router/firewall NAT settings and allow the Softphone firewall exception.
VPN connection does not allow wss or there is a NAT problem in the VPN.
Please disable VPN, quit/restart the Softphone and check whether the Softphone can now log in.
The call button turns gray with the message "The phone is offline. Please check your Internet connection" (WebSocket closed unexpectedly).
Here the firewall blocks the sipgate IP range 34.64.0.0/10 + 217.0.0.0/8 + 212.0.0.0./8\
As a solution, the sipgate IP range 34.64.0.0/10 + 217.0.0.0/8 + 212.0.0.0./8 should be allowed in the firewall.\
**Windows Defender approach 1**\
Advanced settings ➔ Outbound rules ➔ New rule ➔ Program ➔ Program path ➔ C:\Users\[Username]\AppData\Local\Programs\sipgate-softphone\sipgate softphone.exe\
➔ Allow the connection ➔ check Domain+Private+Public ➔ Name: "Allow sipgate Softphone telephony" ➔ Finish\
**Windows Defender approach 2:**\
First carry out approach 1. Then go via:\
Windows Defender Firewall ➔ Advanced settings ➔ Outbound rules ➔ New rule ➔ Custom ➔ Program path ➔ C:\Users\[Username]\AppData\Local\Programs\sipgate-softphone\sipgate softphone.exe\
and click **all protocols** on.\
In the field **For which remote IP** enter the following data: 34.64.0.0/10 + 217.0.0.0/8 + 212.0.0.0./8 and click **Next.** Click Allow the connection ➔ Next. Then enter Domain+Private+Public and click **Continue**. Finally, under **Name**: enter sipgate Softphone telephony IP range allow and click **Finish.**
"net::ERR_CERT_REVOKED"
Here there are problems with the certificate, which may have expired. Alternatively, server and client may also differ. In this case, contact sipgate support and restart the Softphone regularly. Alternatively, the SIP data can also be used temporarily in another VoIP app.
The answering machine responds after only one second of ringing instead of after e.g. 20 seconds ("WebSocket closed unexpectedly").
If the gap is only a few seconds, we send calls to the same Softphone twice. In this case, the Softphone cannot "knock" and rejects the call as busy, and the answering machine gets the call. In this case, it is probably the software firewall/antivirus interrupting the Internet connection. To solve this, please configure a VoIP app with sipgate data. You can find configuration instructions here: [How to connect phones with your account.](https://help.sipgate.de/hc/de/articles/4402636353041-Konfigurationsanleitungen-So-verbinden-Sie-Telefone-mit-Ihrem-Account)
Incoming/outgoing call drops "There was an error with your call"
**renderer\_error.log: sipjs: { category: 'sip.Invitation', content: 'Could not start audio source' } \[error] Failed to answer call: Error: Call failed: OTHER**\
No audio device is set under Softphone ➔ Audio Input / Audio Output, or the Softphone cannot access the audio device. For **Ubuntu** please: Settings ➔ Sound ➔ Input: set microphone/headset. For **Windows Desktop**: set Softphone ➔ Audio Input and Audio Output or set default devices for output/input in the operating system so that the Softphone can address and find "Default". For Windows Server 2016, please check privacy under "Group Policy". For **MacOS**: "Security & Privacy" ➔ Privacy ➔ Microphone ➔ activate sipgate Softphone.
An outgoing call drops immediately — "Requested device not found"
**Error message:** "SessionDescriptionHandler.getDescription failed - NotFoundError: Requested device not found Failed to initiate call: Error: Call failed: OTHER"
In this case, no audio device input/output or both is connected to the PC/laptop. Simply connect a headset / webcam with microphone to the PC. In Windows 10, set one device each under "Sound" ➔ output device / input device and under
Softphone ➔ Audio Input and Audio Output: select one device each.
If you have installed the Softphone on a terminal server and cannot find a microphone, use an alternative such as Webphone or another VoIP app, because the sipgate Softphone is not built for terminal servers.
An incoming call rings and after answering it is immediately hung up (SIP 480) or the call drops.
For this on macOS under ➔ System Settings ➔ Security ➔ Privacy ➔ Microphone ➔ sipgate Softphone: enabled. Quit the Softphone and restart it. Calls should now be possible again.
**Alternatively**: Kaspersky Internet Security ➔ Settings ➔ Protection ➔ Application control ➔ Manage applications ➔ search for "sipgate" ➔ sipgate softphone ➔ Restriction: trusted
An incoming call rings. You see a hang-up in the Softphone, but audio is still active.
In this case, the Softphone is active twice on the PC. If you answer a call, you will see this call as hung up in the second Softphone. Therefore, please use the Softphone only once per PC.
The display "Call from own number / to own number" appears in the Softphone.
In this case, please set under sipgate Users ➔ Phones ➔ Optimized caller ID display for one-line displays: off.
You cannot hear any ringing and from the start of the call there is no audio on either side (NWA)
Jabra Pro: please set the Bluetooth base station to "PC mode" and to check, make a test call to 10005.
After three hours there is no audio on one side and/or both sides (OWA/NWA)
Restart VPN, restart the Softphone.
You hear the test tone/ringing. From the start of the call, you are heard, but you cannot hear the other person.
**Fritz!Box 6490/6590/6591/6660 7.24**: please restart the Fritz!Box several times and make a test call to 10005 to test audio
**Fritz!Box 7590 7.25**: after the update, restart the Fritz!Box twice; one restart is not enough.
When making outgoing calls, you hear the test tone/ringing, but from the start of the call there is no audio on either side (No way Audio).
**SpeedPort W724V B and SpeedPort Smart 3**: DMZ for your PC's IP [set up with softphone](https://www.telekom.de/hilfe/downloads/bedienungsanleitung-speedport-w-724v.pdf). Alternative: configure another VoIP app with sipgate data, UDP login.
**Fritz!Box 6490/6590/6591/6660** from retail: install Fritz!Box firmware 7.27 and restart the Fritz!Box several times.
**Fritz!Box 6490/6590/6591/6660 7.20-7.23** from Vodafone/CableGermany/UnityMedia.:
Disconnect the Fritz!Box from the power and restart it, update 7.27 should be installed, firewall should be active.
Fritz!Box ➔ Internet ➔ Shares ➔ Port sharing ➔ "Add device for sharing"
\- Device: select PC. IPv4 settings: Allow this device completely for Internet access via IPv4 (Exposed Host).
\- Hardware acceleration Fritz!Box view "advanced" ➔ Content ➔ Fritz!Box support ➔ Packet acceleration ➔ packet acceleration active / hardware acceleration inactive
\- Enable FireFox browser + FireFox VPN, log in to sipgate and use the Webphone.
\- Enable Opera browser + Opera VPN, log in to sipgate and use the Webphone.
Sophos XG Firewall: disable SIP ALG / allow sipgate IPs and RTP ports.
From the eighth minute of the call onward, the person being called can no longer be heard.
The called person has "silence detection" active in the phone/app and does not say anything for an extended period. The called person should disable "silence detection" in the phone/app or say something every 30 to 120 seconds.
From the eighth minute onward, the caller can no longer be heard by the called person.
In the headset software, "silence detection" is active. Please deactivate it in the headset software. **Alternative**: Router/modem uses SIP ALG and has changed the voice port in the call. Then please disable SIP ALG.
You can make calls, but cannot receive calls.
For this, please set under sipgate account ➔ Phones ➔ first phone ➔ "Do not disturb (DND)" to inactive. **Alternative 1**: In sipgate account ➔ Call forwarding ➔ first line: set active "immediately" to invalid phone number. **Alternative 2**: In sipgate account ➔ Call forwarding ➔ first line: deactivate. Alternative 3: Call forwarding ➔ first line: enter 10-20s + valid phone number. If an IPv6 DS Lite connection is used and registration takes place via IPv4, unfortunately there is no solution for the sipgate Softphone; in that case, please use an alternative VoIP app that supports IPv6 and enable IPv6. You can find instructions here: [Configuration instructions](https://help.sipgate.de/hc/de/articles/4402636353041-Konfigurationsanleitungen-So-verbinden-Sie-Telefone-mit-Ihrem-Account)
You are reachable inbound for only about 5 - 30 minutes after making an outgoing call.
To do this, disable SIP ALG: [known models and solutions](https://help.sipgate.de/hc/de/articles/4406496589201-Probleme-mit-dem-Router-?_ga=2.59038189.1938143315.1670416852-1656892818.1659430377).
When calling bank computers / conference systems, the keys are recognized incorrectly (DTMF)
The softphone is set to RFC2833, the target system expects SIP Info or in-band signaling. In this case, configure the VoIP app (PC/mobile) with sipgate data. [See software instructions](https://help.sipgate.de/hc/de/articles/4402636353041-Konfigurationsanleitungen-So-verbinden-Sie-Telefone-mit-Ihrem-Account). In the respective instructions, look for DTMF, adjust it, and call again.
When calling bank computers / conference systems, no key presses are transmitted (DTMF).
The carrier from sipgate.de to the destination number has a problem. Either call via another service or wait until the carrier has detected and resolved the problem. **Alternative**: Report the problem to sipgate support using a call example. Support can then open an incident report with the carrier; then wait until the carrier resolves the problem.
Lenovo audio jack detects audio output, but not microphone input
Affected are the Lenovo models T460p/T460s/X380. In that case, use a USB sound card and a jack headset or USB headset.
The softphone cannot find certain contacts.
If you have more than 5000 contacts, only contacts 1-5000 are searched. Perform an update and install at least softphone version 1.10.28 or newer.
The softphone crashes when you try to click a specific contact with the mouse.
Please report to support which contact is affected and how it was created/imported. It may also help to delete the contact once and then recreate it.
Website Click2Dial tel: phone number is clicked. The softphone opens, but then has no phone number.
Phone numbers and links must not contain leading spaces. Please contact the service/website that displays the phone numbers and report that the formatting is incorrect.
Click2Dial for Google Sheet / Google Excel online form does not work.
Here, simply copy phone numbers (CTRL/CMD+C) and paste them into the softphone (CTRL/CMD+V).
Media key Play/Pause keys are intercepted by the softphone / music apps such as Spotify can no longer be controlled.
Perform an update and install at least version 1.16.3.
Microphone recording is very quiet
Affected are the Lenovo models P14s / T14 + Ubuntu 20.x / 21.04\
In that case, use a separate microphone / headset or use Windows instead of Ubuntu.
Accepting incoming calls doesn't work, button does not respond (IPv6 only)
Cause: sipgate TCP load balancer update + sipgate softphone uses the ws protocol instead of the ws protocol.
Solution: In the network connection, disable IPv6 so that SIP registration takes place via IPv4. The ws protocol works here.
#### [2. macOS](#h_01GM8H6MFBG42CREZ8EYDR7EPD)
Accepting calls via Bluetooth headset buttons does not work.
No event is sent here, Apple only allows Play/Stop buttons for music applications. Possible solution: use Windows plus headset.
When calling, the message appears "Could not access microphone" / "Call aborted: microphone not found".
For this, under macOS ➔ System Settings ➔ Security ➔ Privacy ➔ Microphone ➔ sipgate Softphone: set to enabled, then quit and restart the softphone. Calls should now be possible.
**Alternative**: Kaspersky Internet Security ➔ Settings ➔ Protection ➔ Application Control ➔ Manage applications ➔ search for "sipgate" ➔ sipgate softphone ➔ Restriction: trusted.
No notifications / push messages are sent for incoming calls.
To do this, enable push notifications in the softphone settings or allow macOS notifications.
You do not hear an announcement when dialing number 10005.
Check in the operating system where audio is normally output and adjust it.
My voice is not being recorded (wired headset, macOS)
If the headset is muted, disable mute on the headset / cable switch.
**Alternative 1:** Uninstall the drivers / headset software and install a new version. **Alternative 2**: Under System Settings ➔ Security ➔ Privacy ➔ Microphone ➔ enable app "Browser".
**Alternative 3:** Test another headset or switch to the microphone in the tablet / laptop.
My voice is not being recorded / the caller cannot be heard (Bluetooth headset, macOS)
Sometimes the headset is listed twice: speaker / communications device "Hands free". If only one audio playback is possible in stereo mode, problems occur. Select communications device "Hands free".
My voice is only transmitted in fragments, but I can hear the person I'm calling very well (macOS)
Probably there is not enough upload bandwidth of 60-100 kbit/s available. If possible, disable uploads in the network or assign a specific bandwidth. Otherwise switch from UMTS / LTE to Wi-Fi / DSL / cable / fiber.
The voice of the person called is received in fragments, but I am understood very well.
Probably there is not enough upload bandwidth available. At least 60-100 kbit/s are required. If possible, disable uploads in the network or assign a specific bandwidth. Otherwise switch from UMTS / LTE to Wi-Fi / DSL / cable / fiber.
My voice is transmitted with little to severe delay.
If using internet via satellite, use a DSL / cable / fiber / LTE solution if possible. If you are using a VM (HypeV / VirtualBox), disable the VM network controller, provided you are not using a virtual machine (VM).
My voice is transmitted, but I receive no audio from the caller (macOS)
Here, the "correct" output device must be set in the softphone audio settings.
**Alternative 1**: Increase the volume in the Mac audio settings and/or on the headset. **Alternative 2**: Unblock the RTP/audio proxies in the hardware firewall.\
**Alternative 3**Disable SIP ALG in the [router/modem](https://help.sipgate.de/hc/de/articles/4406496589201-Probleme-mit-dem-Router-?_ga=2.126874061.1938143315.1670416852-1656892818.1659430377).
AirPods: audio quality decreases as soon as the microphone is active.
In this case, it is best not to use the AirPods microphone. Instead, via
Mac ➔ System Settings ➔ Sound ➔ Output: AirPods and Mac ➔ System Settings ➔ Sound ➔ Input: set Mac microphone. Softphone: microphone input: Mac microphone / audio settings: AirPods
Voice quality is poor (choppy and crackling)
Probably due to insufficient bandwidth when using Wi-Fi with multiple devices. Calls require 100-200 kbit/s, video streams use up to 1-2 Mbit/s. Here, it is best to disable optional Wi-Fi devices with video/audio streams. Alternatively, LAN/network can also be used instead of Wi-Fi.
Voice quality is poor / chopped / crackling due to high latency or packet loss
One cause could be that a process that was not properly terminated in the operating system causes there not to be enough memory available to send or receive the data properly. A complete restart of the computer should help. If the problem persists after a restart, the network devices should also be restarted. Alternatively, changing the channel for the WLAN connection may also help solve the problem. Finally, the network load should be checked. Some routers have the option to prioritize network devices. In this case, Internet telephony should be prioritized accordingly.
Mac Finder does not delete all sipgate folders during uninstallation
Uninstall sipgate Softphone via Finder ➔ Applications. You can now manually delete the following folders:\
com.sipgate.desktop\
com.sipgate.desktop.ShipIt\~/Library/Saved\ Application\ State/\
com.sipgate.desktop.savedState\~/Library/Preferences/\
com.sipgate.desktop.plist\~/Library/Application Support/\
sipgate-softphone\
@web-apps
Softphone reports offline and opens a network path to a local server in Finder
The softphone was probably installed from a local server. To fix the error, the softphone must be uninstalled and installed again from the local Mac hard drive.
Softphone shows network access in Finder / offline when local server is unavailable
The softphone is probably located on a local server and was installed from there. The error can be fixed by deleting references to the local server under System Settings ➔ Users and Groups ➔ Login Items ➔ sipgate autostart notes, and deleting the file paths to the local server.
#### [3. Windows](#h_01GM8H659SEBH3NDPYYZ3CYQZ0)
Installation stops at about 33%, cannot be completed
Here, first temporarily disable the anti-virus software and then run the installation again. If Symantec is installed, the program can also prevent installation of the softphone. Symantec should be temporarily disabled to carry out the installation. Alternatively, the webphone can be used in the logged-in area of sipgate or another [VoIP app ](https://help.sipgate.de/hc/de/sections/4411313184017-Konfigurationsanleitungen)used.
Starting the softphone shows an infinitely spinning hourglass
The firewall is probably blocking Internet access for the softphone here. In the firewall settings, the softphone must be allowed access to the Internet.
Accept/reject calls via Bluetooth headset buttons does not work (Windows)
sipgate does not offer Bluetooth button integration. Alternatively, Zoiper with Pro feature can be used for Jabra/Sennheiser/Platronics headsets.
When hanging up a call via Bluetooth headset, the microphone remains active
With the Sennheiser MB Pro 2 headset, the microphone remains active after a call; the headset battery drains after 2-3 hours instead of 10-15 hours.
Test:
* Sennheiser MB Pro 2: Windows ➔ Sound ➔ Input: possibly 2x devices "Speaker / communications device Hands free"
* Windows ➔ Sound ➔ Input: Communications device Hands free
* Softphone ➔ Input: Communications device Hands free
* Make a call to 10005, hang up, check whether the microphone is still active or deactivated
Mac + Sennheiser MB Pro 1/2, microphone mutes during conversation
During a call, the microphone randomly mutes, audio continues to play. The solution should be to use the headset with a different VoIP app.
When calling, the message appears "Could not access microphone" / "Call aborted: microphone not found" (Windows)
The following error message appears: "category: 'sip.Inviter', content: 'Could not start audio source" and "error] Failed to initiate call: Error: Call failed: OTHER"
Here, the microphone has no access to the sipgate softphone. To solve this, in Windows Settings ➔ Microphone ➔ Allow apps to access your microphone: ON
If the error still persists, check whether desktop apps have access to the microphone: Windows Settings ➔ Microphone ➔ Allow apps to access your microphone: ON ➔ Allow desktop apps to access the microphone: ON
Another possible cause is that when using Kaspersky Internet Security, the sipgate softphone may be classified as untrusted. Under Kaspersky Internet Security ➔ Settings ➔ Protection ➔ Application Control ➔ Manage applications ➔ search for "sipgate" ➔ sipgate softphone ➔ right-click ➔ change the restriction status to "trusted".
Outgoing calls are terminated immediately (Windows)
The following error message appears: "SessionDescriptionHandler.getDescription failed - NotFoundError: Requested device not found Failed to initiate call: Error: Call failed: OTHER"
In this error message, no connected audio device could be detected.
The solution should be to connect a headset or a webcam with microphone to the PC. Then check under Windows ➔ Manage audio devices that at least one device is present for output device / input device. Furthermore, via
Windows ➔ Sound settings ➔ Output/Input: a separate audio device should be selected for output and input respectively. Finally, select one device each under Softphone ➔ Audio input and audio output.
No push notification is sent when the softphone is minimized
One or more notification settings are disabled here. Under
Softphone ➔ Settings ➔ Enable push notification, these can be re-enabled.
The following settings should also be checked:
Windows ➔ Notifications and actions
Get notifications from apps and other senders: On
Show notifications on the lock screen: check/choose freely
Show reminders and incoming VoIP calls on the lock screen: recommended
Get notifications from these senders:
sipgate Softphone: On
I do not hear an announcement when dialing number 10005 (Windows)
Here you should check in the operating system where audio is output and, if necessary, adjust the settings to the current audio device.
See also "My voice is recorded, I can't hear the person I'm calling:"
My voice is not recorded (wired headset, Windows)
Probably the **mute**-function is enabled. This can be disabled using the mute button on the headset / cable switch. Alternatively, the headset may have been disabled via Lenovo software. Press FN + F4 to activate the microphone. If the microphone still does not record, also check whether the headset drivers are up to date. Alternatively, check whether the headset is defective. If so, audio may also not be recorded in other applications.
My voice is not recorded / caller cannot be heard (Bluetooth headset, Windows)
The headset is listed twice. Once under Speakers and once under Communication Device Hands Free.
Under Windows 10 ➔ Settings ➔ Sound ➔ Sound Control Panel
Save Bluetooth headset communication device (hands free) as default and under Recording: save Bluetooth headset communication device (hands free) as default
Then restart the softphone, the call test under 10005 should now be possible.
My voice is only transmitted in fragments, I hear the person I'm calling very well (Windows)
There may not be enough bandwidth available. For smooth transmission, at least 60-100 kbit/s upload is required. You can disable uploads on the network or assign a specific bandwidth. If possible, you should switch from UMTS/LTE to Wi-Fi/DSL. Additionally, you can check whether an alternative softphone, for example [Phonerlite](https://app.sipgate.com/team/faq/setup/index/id/41), enables better transmission.
My voice is transmitted, but I do not receive any audio from the caller (Windows)
Check under Softphone ➔ Audio settings whether the correct audio device is selected.
If so, change the volume in the Windows audio settings or directly on the device. If you still do not receive any audio from the caller, check whether the hardware firewall blocks our RTP/audio proxies via IP. These can be unblocked manually in the settings. Also check whether SIP ALG in the router/modem does not forward incoming RTP/audio packets. If so, disable SIP ALG in the [router/modem](https://app.sipgate.com/team/faq/setup/index/id/41).
Microphone icon remains active even though call has ended
After an update on Windows 2004, there may be changes in the privacy settings for the microphone. The softphone stops using the microphone after the call, but after a few seconds Windows shows active use of the microphone via the softphone. The lamp on the webcam is activated even though no transmission is active, and Windows sounds/music are quiet because Windows thinks a call is active. The latest softphone version (at least 1.10.27 or higher) should be installed here.
With CRM + Click2Dial "clicking on phone numbers", a different app opens
Here, another app is enabled as the default phone app. Go to Windows ➔ Default apps ➔ Default apps by protocol ➔ TEL:URL:tel ➔ APP XY
and change it as follows: Windows ➔ Default apps ➔ Default apps by protocol ➔ TEL:URL:tel ➔ sipgate softphone
{% hint style="info" %}
Note:
\- Only phone numbers linked via HTML are recognized
\- only phone numbers without spaces can be called
TEL:URL:tel is only displayed once the softphone is installed
Example link: \[+492111234567]\(tel:+492111234567)
{% endhint %}
CRM + Click2Dial "clicking on phone numbers" no app opens
Cause: CRM uses Click2Dial for sip: / phone: / callto: which is currently not supported
Solution: use CRM solution that can contact phone numbers via tel:
Windows-> Default apps ➔ Default apps by protocol ➔ TEL:URL:tel->sipgate softphone
Workaround: [VoIP app](https://teamhelp.sipgate.de/hc/de/articles/360010454657-Alle-Softphones-im-%C3%9Cberblick) configure with sipgate data that supports sip: / phone: / callto:
Error message: "The instruction at 0x00007FF6FC1D431E referenced memory..."
The following error message appears: "The instruction at 0x00007FF6FC1D431E referenced memory at 0x00000295EF13F000. The operation read could not be performed in memory."
A second monitor is probably connected and the softphone is open on the second monitor. The problem can be solved by removing the second monitor.
Softphone is installed / not offered for uninstallation "Apps & Features"
The softphone version is no longer current. Check whether updates are available or uninstall and reinstall the softphone.
#### [4. Linux](#h_01GM8H5Q6BY75MMJ4RMQ9A5EDN)
FATAL:setuid_sandbox_host.cc(157) — The SUID sandbox helper binary was found, but is not configured correctly.
Here Chrome Sandbox requires root rights. You can assign the rights as follows:
Open a terminal and enter the following commands
**Ubuntu**:\
sudo chown root chrome-sandbox\
sudo chmod 4755 chrome-sandbox**Debian 10 "Buster"**\
$ chmod +x sipgate.AppImage\
$ ./sipgate.AppImage --no-sandbox\
**Deviating**: update from Debian 10 to Debian 11.5
Error message in console: ./sipgate-softphone.AppImage: cannot execute binary file: Exec format error
The error message appears because our application cannot be used with an ARM chip or x86 chip. No corresponding support is currently planned; alternatively, the webphone should be used.
Automatic update is being downloaded, but new AppImage is not created
The softphone image is used in /usr/local/bin where restricted permissions apply
To fix the error, quit the softphone and copy the softphone AppImage to "Downloads". Restart the softphone, auto update should load the new AppImage file. Quit the softphone and start it again. Then check whether the new version is active under Softphone ➔ Update, and then move the new AppImage file to the desired folder. Alternatively, you can download the new AppImage file directly via link, see FAQ at the top.
An unknown error aborted your call OK
Restart the app; the error should no longer occur afterwards.
I do not hear an announcement when calling 10005 (Linux)
Check in the operating system where audio is normally output and adjust the settings if necessary.
-See also "My voice is recorded, I can't hear the person I'm calling"
My voice is not recorded (wired headset, Linux)
Maybe "Mute" is activated via the button on the headset or cable. Disable the mute button on the headset / cable switch. If that doesn't work, the headset may be defective. In that case, other applications would also not record audio. Test another headset. If the voice still isn't being recorded, the headset is probably not supported by Linux. Look for a new version of the driver for your headset to solve the problem.
My voice is not recorded / caller cannot be heard (Bluetooth headset, Linux)
The headset is listed 2x, once under Speakers and once under communications device "Hands free". In stereo mode only one audio playback is possible. Select the communications device "Hands-Free" to solve the problem.
My voice is only transmitted in fragments, I hear the person called very well (Linux)
There is not enough bandwidth: 60-100 kbit/s upload available.
Disable uploads in the network or assign a specific bandwidth if possible. Alternatively, switch from UMTS/LTE to Wi-Fi / DSL/cable/fiber if possible.
The voice of the person called is received in fragments, I am understood very well (Linux)
There is not enough upload bandwidth available. Disable downloads in the network or assign a specific bandwidth if possible. Alternatively, switch from UMTS/LTE to Wi-Fi / DSL/cable/fiber if possible.
My voice is transmitted with little to severe delay (Linux)
If you use internet via satellite, delays may occur due to the long transmission paths. If possible, switch to DSL / cable / fiber / LTE. With a virtual machine (HypeV / VirtualBox), voice data runs through the VM software's network controller and is therefore delayed. If you are not using a VM, disable the VM network controller.
My voice is transmitted, but I do not receive any audio from the caller (Linux)
Check under Softphone ➔ Audio settings where audio is output and set the audio device being used.
If the correct output device is set, the volume may be set to "very quiet". Accordingly, increase the volume in the Linux audio settings and/or on the headset. If you still do not receive any audio, check whether our RTP/audio proxies have been blocked via IP in the hardware firewall. Unblock them if necessary.
Also check whether SIP ALG in the router/modem does not forward incoming RTP/audio packets. If so, [disable SIP ALG in the router/modem](https://basicsupport.sipgate.de/hc/de/articles/115005739225-Router-VPN-LTE-mit-VoIP-Problemen).
Finally, under sipgate softphone ➔ edit ➔ developer tools ➔ Network
check the data usage:
Login approx. 520 KB / per minute 223 bytes / 60 min approx. 13-15 KB
---
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