# sipgate Softphone errors and solutions
{% hint style="warning" %}
**Important**: In principle, we recommend our for Windows, macOS, and Linux [sipgate app](https://www.sipgate.de/app-download) with which a range of integrations are available to you.
{% endhint %}
Here you will find the solutions to the errors we know of in the sipgate Softphone app or the sipgate Webphone. Most tests were performed on Windows desktop PCs; no Windows server environments were tested.
**What do I do if outgoing calls cannot be established or if I immediately receive an error message when accepting incoming calls?**
In many cases, the sipgate Softphone app then has **no access permissions for using the microphone.**
Below you will find help on how to grant permission to use the microphone 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 you use the Webphone directly in your browser instead, this error pattern often has the same underlying cause, except that the browser used for the sipgate Webphone, rather than the sipgate Softphone app, has no access permission to use the microphone.
| When using **Google Chrome** as the web browser, you can see a red crossed-out microphone icon at the top of the address bar to the right of the web address if access to the microphone should be denied. |  |
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ |
By clicking the lock icon to the left of the website address, you can display the website information and then restore access to the microphone with a click.
| When using **Mozilla Firefox** as the 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 specified. |  |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------ |
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 microphone access and grant access by clicking "**Allow**".
## **When using the sipgate Softphone app**
When using the installed sipgate Softphone app, please ensure 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**
and activate the following options there:
* Allow apps to access your microphone
* Allow desktop apps to access your microphone (all the way at the bottom)
 
Under **Windows 11** open via **START ➔** the **WINDOWS SETTINGS ➔ PRIVACY AND SECURITY ➔ MICROPHONE**
and 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?**
At [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 further logs if the login does not work?**
**Windows**: C:\Users\Username\AppData\Roaming\sipgate-softphone\logs\
**Mac 11.4**: Here the Logs folder may not exist.\
/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 without an 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 called number rejected the call or was busy.
A called number reports busy even though the number is reachable (Analysis Console: Call failed 503).
Various local IP addresses are available on your PC via "Docker". In this case, the call goes out over a local Docker IP instead of an Internet IP. To solve the problem, please deactivate the local virtual network interfaces.
Error message for outgoing call with announcement "number is not assigned" (Analysis Console/Log: Call failed: unavailable).
The dialed number is not connected. In such cases, please check the number and see whether you dialed incorrectly or whether other 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 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 leads 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.
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 inserted the code with spaces/special characters. Please reinsert the code and remove all spaces/special characters.
2. The code has expired because you copied it from an old browser window. Then please click "Log in in browser" in the Softphone, perform the login again, and insert the new code.
3. The code has expired. To resolve this, log out in the Softphone, perform the login with email and password, and ignore the code displayed. On the code page, 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 always rejected via VPN only. Here VPN changes the address . To clarify this, please speak to the IT support for the VPN. Alternatively, you can also deactivate 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 access**.
2. In Analysis Console: ERR\_INTERNET\_DISCONNECTED there is no network connection or the network adapter is deactivated. In such cases, log in to the Softphone, disconnect from the network, quit the Softphone, and restart it. Or: plug in the network cable, if necessary activate the network card/adapter, and 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 notice "no valid phone number" appears even though everything is entered correctly.
sipgate does not support reachability for the following 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 .
Outgoing calls are rejected immediately (Failed to register, status code 408).
It is likely that LAN and/or Wi-Fi was changed and the Softphone does not send a reconnect. The call attempt goes to the wrong public IP and is rejected
Simply quit the Softphone, restart it or **Softphone ➔ View ➔ Reload**.
The notice "The phone is offline. Please check the internet connection" is displayed ("Failed to register, status code 401").
For new customers, the SIP ID and SIP password of the phone database are unknown in this case. To solve this i**n the sipgate account log in ➔ My telephony ➔ Telephony ➔ Devices ➔ click VoIP phone ➔ SIP password ➔ click the gear icon "generate new password"**.
Test 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
OS is put into standby/sleep mode for 30-60 minutes, the network connection is disabled for 60 minutes, or Idle Softphone cannot be used for 60 minutes. After standby, restart 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 reach the Softphone correctly. Now log out in the Softphone, log in again, and check whether 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 only allows access to the internet for certain minutes.
Allow sipgate Softphone internet access in the software firewall or check NAT settings.
Router/firewall blocks the protocol, wss or IP filter active.
Allow protocol wss / deactivate IP filter in the router/firewall.
Router/firewall NAT only allows access to the internet for certain minutes
Check the router/firewall NAT settings and allow firewall access for the Softphone.
VPN connection does not allow wss or there is a NAT problem in the VPN.
Please deactivate 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 the 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 perform 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"
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 just one second of ringing instead of, for example, 20 seconds ("WebSocket closed unexpectedly").
If the interval is only a few seconds, we send two calls to the same Softphone. In this case, the Softphone cannot "knock" and rejects the call as busy and the answering machine receives the call. This is probably a software firewall / antivirus that is disconnecting the internet connection. To solve this, please configure the VoIP app with sipgate data. Configuration instructions can be found here: [This is how to connect phones to your account.](https://help.sipgate.de/hc/de/articles/4402636353041-Konfigurationsanleitungen-So-verbinden-Sie-Telefone-mit-Ihrem-Account)
Incoming/outgoing call drops "An error occurred during your call"
**renderer\_error.log: sipjs: { category: 'sip.Invitation', content: 'Could not start audio source' } \[error] Failed to answer call: Error: Call failed: OTHER**\
Under Softphone ➔ Audio input / Audio output, no audio device is set or the Softphone cannot access the audio device. For **Ubuntu** please: Settings ➔ Sound ➔ Input: set microphone/headset. For **Windows desktop**: set audio input/output in Softphone ➔ or set default devices for output/input in the operating system so that the Softphone can address and find "Standard". 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 for input/output or both is connected to the PC/laptop. Simply connect a headset / webcam with microphone to the PC. In Windows 10, under "Sound" ➔ set one device each for 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 the Webphone or another VoIP app, because the sipgate Softphone is not built for terminal servers.
An incoming call rings and after answering the call 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 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 User ➔ Phones ➔ Optimized number display for single-line displays: off.
You do not hear a ring 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 perform a test call to 10005 for checking.
After three hours there is no audio on one side and/or both sides (OWA/NWA)
Restart VPN, restart Softphone.
You hear the test tone/ringing. From the start of the call you are heard yourself, but you do not hear the other person.
**Fritz!Box 6490/6590/6591/6660 7.24**: please restart the Fritz!Box several times and call 10005 to test audio
**Fritz!Box 7590 7.25**: after the update, restart the Fritz!Box twice; a first restart is not enough.
For 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**: set up DMZ for your PC's IP [with softphone](https://www.telekom.de/hilfe/downloads/bedienungsanleitung-speedport-w-724v.pdf). Alternative: configure another VoIP app with sipgate data, registration UDP.
**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/KabelDeutschland/UnityMedia:
disconnect the Fritz!Box from power and restart it, update 7.27 should be installed, firewall active.
Fritz!Box ➔ Internet ➔ Shares ➔ Port sharing ➔ "Add device for sharing"
\- Device: select PC. IPv4 settings: fully share this device 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: deactivate SIP ALG / allow sipgate IPs and RTP ports.
After the eighth minute of the call, the other party can no longer be heard.
The called party has "silence detection" active in the phone/app and does not say anything for an extended period. The called party should deactivate "silence detection" in the phone/app or say something every 30 to 120 seconds.
After the eighth minute, the caller is no longer heard by the called party.
"Silence detection" is active in the headset software. Please deactivate it in the headset software. **Alternative**: Router/modem uses SIP ALG and has changed the voice port in the call. Then please deactivate SIP ALG.
You can make calls, but you cannot be called.
For this, please set in the sipgate account ➔ Phones ➔ first phone ➔ "Do not disturb (DND)" to inactive. **Alternative 1**: In the sipgate account ➔ Forwarding ➔ first connection: set active "immediately" to invalid phone number. **Alternative 2**: In the sipgate account ➔ Forwarding ➔ first connection: deactivate. Alternative 3: Forwarding ➔ first connection: enter 10-20s + valid phone number. If an IPv6 DS-Lite connection is being used and registration occurs via IPv4, there is unfortunately no solution for the sipgate Softphone; in that case, please use an alternative VoIP app that can do IPv6 and enable IPv6. Instructions can be found here: [Configuration instructions](https://help.sipgate.de/hc/de/articles/4402636353041-Konfigurationsanleitungen-So-verbinden-Sie-Telefone-mit-Ihrem-Account)
You are only reachable for incoming calls for 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)
In the softphone, RFC2833 is set, but 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 phone number has a problem. Either call via another service or wait until the carrier has recognized and resolved the problem. **Alternative**: report the problem to sipgate support with an example call. Support can then open an incident report with the carrier; then wait until the carrier has resolved the problem.
Lenovo audio jack detects audio output, but not microphone input
The affected Lenovo models are T460p/T460s/X380. In this case, use a USB sound card and jack headset or a 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 trying to click a specific contact with the mouse.
Please contact support and report which contact is affected and how it was created/imported. It may also help to delete the contact once and then recreate it.
On the website Click2Dial, the tel: phone number is clicked. The softphone opens, but then has no phone number.
Phone numbers and links must not contain spaces. Please contact the service/website displaying the phone numbers and report that the formatting is incorrect.
Click2Dial for Google Sheet / Google Excel online form does not work.
Simply copy phone numbers here (CTRL/CMD+C) and paste them into the softphone (CTRL/CMD+V).
Media key buttons Play/Pause are intercepted by the softphone / music applications 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 models are Lenovo P14s / T14 + Ubuntu 20.x / 21.04\
In this case, use a separate microphone/headset or use Windows instead of Ubuntu.
Accepting incoming calls does not 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: Disable IPv6 in the network connection 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 a headset.
When calling, the message "Could not access microphone" / "Call aborted: microphone not found" appears.
For this, go to 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 message about incoming calls are received.
For this, enable push notifications in the softphone settings or allow macOS notifications.
You hear no prompt when dialing phone number 10005.
Check in the operating system where audio is normally output and adjust accordingly.
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 / caller cannot be heard (Bluetooth headset, macOS)
Sometimes the headset is listed twice: speaker / communication device "Hands free". If only one audio output is possible in stereo mode, problems occur. In this case, select communication device "Hands free".
My voice is only transmitted choppily, but I can hear the other party very well (macOS)
There is probably not enough bandwidth of 60-100 kbit/s available in the upload. If possible, disable uploads on the network or assign a specific bandwidth. Otherwise switch from UMTS / LTE to Wi-Fi / DSL / cable / fiber.
The other party's voice is received choppily, but I am understood very well.
There is probably not enough bandwidth available for the upload. At least 60-100 kbit/s is required. If possible, disable uploads on 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.
When using satellite internet, if possible, use a DSL / cable / fiber / LTE solution. On VMs (Hyper-V / VirtualBox), if you are not using a virtual machine (VM), disable the VM network controller.
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**: In the Mac audio settings and/or on the headset, turn the volume up. **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 deteriorates as soon as the microphone is active.
In this case, it is best not to use the AirPods microphone. Instead, use
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)
It is probably due to insufficient bandwidth when using Wi-Fi with multiple devices. Calls require 100-200 kbit/s, while video streams use up to 1-2 Mbit/s. It is best to disable optional Wi-Fi devices with video/audio streams. Alternatively, a LAN/network connection can be used instead of Wi-Fi.
Voice quality is poor / choppy / crackling due to high latency or packet loss
One possible cause is that a process in the operating system that was not properly terminated results in insufficient memory being available to send or receive the data properly. A full restart of the computer should help here. If the problem persists after a restart, the network devices should also be restarted. Alternatively, changing the channel for the Wi-Fi connection can also help solve the problem. Finally, network utilization should be checked. Some routers have the option of prioritizing network devices. In this case, internet telephony should be prioritized accordingly.
Mac Finder does not delete all sipgate folders during uninstall
Uninstall sipgate Softphone via Finder ➔ Applications. The following folders can now be deleted manually:\
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 local servers in Finder
The softphone was probably installed from a local server. To fix the error, the softphone must be uninstalled and reinstalled from the local Mac hard drive.
Softphone shows network access in Finder / offline when local server is unreachable
The softphone is probably located on a local server and was installed from there. The error can be fixed by deleting local server references under System Settings ➔ Users and Groups ➔ Login Items ➔ check sipgate autostart hints to local server, and deleting the file paths to the local server.
#### [3. Windows](#h_01GM8H659SEBH3NDPYYZ3CYQZ0)
Installation stops at about 33%, cannot be completed
First, temporarily disable the antivirus software and then run the installation again. If Symantec is installed, the program may also prevent the softphone from being installed. Symantec should be temporarily disabled to perform 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)can be used.
Starting the softphone shows an endlessly spinning hourglass
The firewall is probably blocking internet access for the softphone. In the firewall settings, the softphone must be allowed access to the internet.
Accepting/rejecting 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/Plantronics headsets.
When hanging up 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 device "Speaker / Communication Device Hands free"
* Windows ➔ Sound ➔ Input: Communication Device Hands free
* Softphone ➔ Input: Communication Device Hands free
* Place a call to 10005, hang up, check whether the microphone is still active or disabled
Mac + Sennheiser MB Pro 1/2, microphone goes mute during the call
During the call, the microphone mutes randomly, audio continues to play. As a solution, the headset should be used with another VoIP app.
When calling, the message "Could not access microphone" / "Call aborted: microphone not found" appears (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 does not have access to the sipgate softphone. To fix this, in Windows Settings ➔ Microphone ➔ Allow apps to access your microphone: ON
If the error 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. In Kaspersky Internet Security ➔ Settings ➔ Protection ➔ Application Control ➔ Manage Applications ➔ search for "sipgate" ➔ sipgate softphone ➔ right-click ➔ change the restriction status to "trusted".
Outgoing calls disconnect immediately (Windows)
The following error message appears: "SessionDescriptionHandler.getDescription failed - NotFoundError: Requested device not found Failed to initiate call: Error: Call failed: OTHER"
With this error message, no connected audio device could be detected.
As a solution, connect a headset or a webcam with a microphone to the PC. Then check via Windows ➔ Manage audio devices that at least one device is present under output device / input device. Also via
Windows ➔ Sound settings ➔ Output/Input: select one audio device each for output and input. Finally, select one device each under Softphone ➔ Audio input and Audio output.
No push notification is received when the softphone is minimized
One or more notification settings are disabled here. Under
Softphone ➔ Settings ➔ Enable push notifications, 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: checked/free choice
Show reminders and incoming VoIP calls on the lock screen: recommended
Get notifications from these senders:
sipgate Softphone: On
I do not hear a prompt when dialing phone number 10005 (Windows)
Here, you should check in the operating system where audio is being output and, if necessary, adjust the settings to the current audio device.
See also "My voice is being recorded, I cannot hear the other party:"
My voice is not being recorded (wired headset, Windows)
Probably the **mute**function is activated. It 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 being recorded / caller cannot be heard (Bluetooth headset, Windows)
The headset is listed twice. Once under speaker 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 choppily, I hear the other party very well (Windows)
There may not be enough bandwidth available. For smooth transmission, at least 60-100 kbit/s is required for upload. You can disable uploads on the network or assign a specific bandwidth. If possible, you should switch from UMTS/LTE to Wi-Fi/DSL. In addition, 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 receive no audio from the caller (Windows)
Check under Softphone ➔ Audio settings whether the correct audio device is selected.
If that is the case, change the volume in the Windows audio settings or directly on the device. If you still do not receive audio from the caller, check whether the hardware firewall is blocking RTP/audio proxies via IP. These can be unblocked manually in the settings. Also check whether SIP ALG in the router/modem is not forwarding 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 the call has ended
After an update under Windows 2004, changes may occur in the privacy settings for the microphone. In this case, microphone usage by the softphone ends after the call, but after a few seconds Windows shows active microphone usage via the softphone. The light 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.
In CRM + Click2Dial, clicking phone numbers opens another app
Here, another app is activated as the phone app in the default apps. 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 that are 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 opens no app
Cause: CRM uses Click2Dial for sip: / phone: / callto: which is currently not supported
Solution: use a 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 read operation 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 here by removing the second monitor.
Softphone is installed / is not offered for uninstall in "Apps & Features"
The softphone version is no longer up to date. 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, the Chrome sandbox needs root privileges. You can assign the privileges 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\
**Different**: 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; instead, the webphone should be used.
Automatic update is being downloaded, but no new AppImage is 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 load the new AppImage file directly via link, see FAQ at the top.
An unknown error aborted your call OK
Start the app again; the error should no longer occur afterward.
I do not hear a prompt during a call to 10005 (Linux)
Check in the operating system where audio is normally output and adjust the settings if necessary.
-See also "My voice is being recorded, I cannot hear the other party"
My voice is not being recorded (wired headset, Linux)
It is possible that "mute" is enabled via the button on the headset or cable. Disable the mute button on the headset / cable switch. If that does not work, the headset may be defective. In that case, other applications would also not be able to record audio. Test another headset. If voice still is not 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 being recorded / caller cannot be heard (Bluetooth headset, Linux)
The headset is listed twice, once under speakers and once under communication device "Hands free". In stereo mode only one audio output is possible. Select the communication device "Hands-Free" to solve the problem.
My voice is only transmitted choppily, I hear the other party very well (Linux)
There is not enough bandwidth: 60-100 kbit/s is available for upload.
Disable uploads on the network or assign a specific bandwidth if possible. Alternatively, switch from UMTS/LTE to Wi-Fi / DSL/cable/fiber if possible.
The other party's voice is received choppily, I am understood very well (Linux)
There is not enough bandwidth available in the upload. Disable downloads on 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. On a Virtual Machine (Hyper-V / VirtualBox), the 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 receive no audio from the caller (Linux)
Check under Softphone ➔ Audio settings where audio is being output and set the audio device you are using.
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 cannot receive audio, check whether our RTP/audio proxies have been blocked via IPs in the hardware firewall. Unblock them if necessary.
Also check whether SIP ALG in the router/modem is not forwarding incoming RTP/audio packets. If this is the case, [disable SIP ALG in the router/modem](https://basicsupport.sipgate.de/hc/de/articles/115005739225-Router-VPN-LTE-mit-VoIP-Problemen).
Finally, you can check the data usage 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
---
# Agent Instructions: Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://help.sipgate.de/cloud-telefonanlage/en/using-sipgate/allgemeine-losungen-beim-telefonieren-mit-sipgate/sipgate-softphone-fehler-und-loesungen.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.