> 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**: In general, we recommend our [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 and 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 get an error message when accepting incoming calls?**
In many cases, the sipgate Softphone app then has **no access permissions to use the microphone.**
Below you will find help on how to grant permission to use the microphone for both sipgate Softphone and 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 instead use the Webphone directly in your browser, this error pattern often has the same cause, only 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 whether there is no access to the microphone by a red crossed-out microphone icon at the top in the address bar to the right of the web address. |  |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ |
By clicking the padlock 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 specified. |  |
| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ |
If there is no option for microphone access there, or if the selection "**blocked**" is shown there, then you can, by clicking the microphone icon ("***microphone input***") in the lower area of the sipgate Webphone, have the browser ask again for access to the microphone and grant access with a click on "**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 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 activate 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?**
Go to the "Help area" menu item in the softphone 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 without an error message in the softphone.
This is a completely normal message when the call was hung up while dialing.
During an outgoing call, you hear a busy tone (SIP 486, Analysis Console / log: Call failed: Busy).
The dialed number rejected the call or was busy.
A dialed number reports busy although the number is reachable (Analysis Console: Call failed 503).
On your PC, several local IP addresses are 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 on 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 you know any additional numbers. 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 in the 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.
Here, 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 a 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 displayed code. On the code page, now click a link to generate a new code and log in with the new code.\
Alternative: click the Webphone in your sipgate account and use it temporarily.
4. The login is always rejected only 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 keep VPN active and configure VoIP apps with sipgate data.
A white page is displayed or the sipgate logo keeps spinning in a circle.
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. In the message Analysis Console: Failed to load resource: net::ERR\_CONNECTION\_REFUSED api.sipgate.com is blocked in the firewall or %windir%\system32\drivers\etc\hosts. To solve this, allow access to api.sipgate.com in the firewall/hosts file
The message "no valid phone number" appears even though everything is entered correctly.
sipgate does not support reachability of the phone number ranges 0137, 0138, 01212, 01807, 0185, 0181, 0188, 0900. Please call these special numbers through another service. For some special numbers, landline numbers are also known. For this please access it.
Outgoing calls are rejected immediately (Failed to register, status code 408).
It is likely that LAN and/or WLAN was changed and the softphone does not send a reconnect. The call attempt goes to the wrong public IP and is rejected
Just quit the softphone here, restart it, or **Softphone ➔ Display ➔ Reload**.
The message "The phone is offline. Please check the internet connection" is displayed ("Failed to register, status code 401").
For new customers, in this case the SIP ID and SIP PW of the phone database are unknown. To solve this, i**log in to the sipgate account ➔ My telephony ➔ Telephony ➔ Devices ➔ click VoIP phone ➔ SIP password ➔ click the gear icon "generate new password"**.
Testing 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 Idle Softphone cannot be used for 60 minutes. After standby, restart Idle Softphone or reconnect via **Display ➔ 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 a certain number of 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 / deactivate IP filter.
Router/firewall NAT only allows access to the internet for a certain number of 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 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 the internet connection" (WebSocket closed unexpectedly).
Here the firewall is blocking the sipgate IP ranges 34.64.0.0/10 + 217.0.0.0/8 + 212.0.0.0./8\
As a solution, the sipgate IP ranges 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 connection ➔ Next. Then enter Domain+Private+Public and click **Continue**. Finally, under **Name**: enter Allow sipgate Softphone telephony IP range and click **Finish.**
"net::ERR_CERT_REVOKED"
Here there are problems with the certificate, which may have expired. Alternatively, server and client may also be different. 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 receives the call. Here it is probably the software firewall / antivirus that is disconnecting the internet connection. To solve this, please configure a VoIP app with sipgate data. Configuration instructions can be found here: [This is how you 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 "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**\
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**: Softphone ➔ Audio input/output: select one device each 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 Policies". 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 input/output audio device or neither 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 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 accepting 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, 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 accept 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 phone number / to own phone number" appears in the softphone.
In this case, please set under sipgate users ➔ Phones ➔ Optimized caller ID display for single-line displays: off.
You don't 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 perform a test call with 10005 to check.
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 yourself can be heard, but you cannot 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; one first restart is not enough.
You hear the test tone/ringing on outgoing calls, 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 via UDP.
**Fritz!Box 6490/6590/6591/6660** from retail: install Fritz!Box 7.27 firmware 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: 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
\- Activate FireFox browser + FireFox VPN, log in to sipgate and use the webphone.
\- Activate 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 callee is no longer heard.
The callee has "silence detection" active in the phone/app and says nothing for a longer period of time. The callee should deactivate "silence detection" in the phone/app or say something every 30 to 120 seconds.
From the eighth minute onward, the caller is no longer heard by the callee.
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 during the call. Then please disable SIP ALG.
You can make calls, but not receive calls.
For this, please set under 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: disable. Alternative 3: Forwarding ➔ first connection: 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; then please use an alternative VoIP app that can use IPv6 and activate 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 a bank computer / conference system, the keys are recognized incorrectly (DTMF)
RFC2833 is set in the softphone, 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 a bank computer / conference system, no key tones are received (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 has resolved the problem.
Lenovo jack connector detects audio output, but not microphone input
Affected are the Lenovo models 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 will be 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 contact support and let them know which contact is affected and how it was created/imported. It may also help to delete the contact once and then create it again.
Website Click2Dial tel: 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 displaying the phone numbers and report that the formatting is incorrect.
Click2Dial for Google Sheet / Google Excel online form does not work.
Simply copy the phone numbers here (CTRL/CMD+C) and paste them into the softphone (CTRL/CMD+V).
Media key Play/Pause is 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.
To do this, go to MacOS ➔ System Preferences ➔ 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 for incoming calls are received.
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 Preferences ➔ Security ➔ Privacy ➔ Microphone ➔ activate 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 audio playback is possible in stereo mode, problems occur. In this case, select communication device "Hands free".
My voice is transmitted only intermittently, but I hear the called party very well (macOS)
There is probably not enough bandwidth of 60-100 kbit/s available for upload. If possible, disable uploads in the network or assign a specific bandwidth. Otherwise, switch from UMTS / LTE to Wi-Fi / DSL / cable / fiber optic.
The speech from the called party is received intermittently, but I myself am understood very well.
There is probably not enough bandwidth available for upload. 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 optic.
My voice is transmitted with little to significant delay.
When using internet via satellite, if possible use a DSL / cable / fiber optic / LTE solution. In the case of a VM (HypeV / VirtualBox), if you are not using a virtual machine (VM), disable the VM network controller.
My voice is transmitted, but I do not receive any audio from the caller (macOS)
In the softphone audio settings, the "correct" output device must be set.
**Alternative 1**: Turn up 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**: SIP ALG in the [router/modem disable](https://help.sipgate.de/hc/de/articles/4406496589201-Probleme-mit-dem-Router-?_ga=2.126874061.1938143315.1670416852-1656892818.1659430377).
AirPods: Audio quality drops as soon as the microphone is active.
In this case, it is best not to use the AirPod microphone. Instead, via
Mac ➔ System Preferences ➔ Sound ➔ Output: AirPods and Mac ➔ System Preferences ➔ Sound ➔ Input: set Mac Micro. Softphone: microphone input: Mac Micro / 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; 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 can also 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 not properly terminated in the operating system results in not enough memory being available to send or receive the data properly. A complete 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, the network load should be checked. Some routers have the option to prioritize network devices. In that case, internet telephony should be prioritized accordingly.
Mac Finder does not delete all sipgate folders when uninstalling
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 a local server 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 not reachable
The softphone is probably located on a local server and was installed from there. The error can be fixed here by deleting the file paths to the local server under System Preferences ➔ Users and Groups ➔ Login Items check ➔ sipgate autostart hints to local server.
#### [3. Windows](#h_01GM8H659SEBH3NDPYYZ3CYQZ0)
Installation gets stuck at about 33%, cannot be completed
Here you should first temporarily disable the anti-virus software and then run the installation again. If Symantec is installed, the program can also prevent the softphone from being installed. 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)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.
Accept/reject calls via Bluetooth headset buttons does not work (Windows)
sipgate does not offer Bluetooth button integration. Alternatively, Zoiper with pro features 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 device "Speaker / communication device Hands free"
* Windows ➔ Sound ➔ Input: communication device Hands free
* Softphone ➔ Input: communication 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 goes mute during the call
During the call, the microphone randomly mutes, while 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 has no access to the sipgate softphone. To resolve this, under 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. Here you can go to 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"
This error message indicates that no connected audio device could be detected.
As a solution, a headset or a webcam with microphone should be connected to the PC. Then check via Windows ➔ Manage audio devices that at least one device is present for output device / input device. It should also be through
Windows ➔ Sound settings ➔ Output/Input: a device for output and input should be selected respectively. Finally, select one device each under Softphone ➔ Audio input and Audio output.
No push notification is received when the softphone is minimized
Here, one or more notification settings are disabled. 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: check/select
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 being recorded, I cannot hear the called party:"
My voice is not being recorded (wired headset, Windows)
The **Mute**-function is probably enabled. 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 that is the case, 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 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 transmitted only choppily, I hear the called party very well (Windows)
There may not be enough bandwidth available. At least 60-100 kbit/s is required for smooth transmission. You can disable uploads in 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 this is the case, 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 RTP/audio proxies are blocked by IP in the hardware firewall. 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 that is the case, 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 on Windows 2004, changes in the microphone privacy settings may occur. In this case, microphone use is ended by the softphone after the call, but after a few seconds Windows shows active microphone use via the softphone. The light on the webcam is active even though no transmission is active and the 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", another app opens
Here, another app is enabled as the default app instead of the 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 phone numbers" does not open an 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 the memory."
It is likely that a second monitor is connected and the softphone is open on the second monitor. The problem can be solved here by removing the second monitor.
Softphone is installed / not offered for uninstalling 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.
The Chrome sandbox requires root privileges here. 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; alternatively, 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 download a 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 an announcement 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 called party"
My voice is not being recorded (wired headset, Linux)
"Mute" may be activated 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 may also not record audio. Test another headset. If the 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 playback is possible. Select the communication device "Hands-Free" to solve the problem.
My voice is transmitted only choppily, I hear the called party very well (Linux)
There is not enough bandwidth: 60-100 kbit/s available for upload.
Disable uploads in the network or assign a specific bandwidth if possible. Alternatively, switch from UMTS/LTE to Wi-Fi / DSL/cable/fiber optic if possible.
The speech from the called party is received choppily, I am understood very well (Linux)
There is not enough bandwidth available for upload. Disable downloads in the network or assign a specific bandwidth if possible. Alternatively, switch from UMTS/LTE to Wi-Fi / DSL/cable/fiber optic if possible.
My voice is transmitted with little to significant delay (Linux)
If you use internet via satellite, delays may occur due to the long transmission paths. If possible, switch to DSL / cable / fiber optic / LTE. In a virtual machine (HypeV / VirtualBox), voice data runs through the VM software's network controller and is therefore delayed. If you do not use 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 the audio is output and set the audio device being used.
If the correct output device is set, the volume may be set to "very low". Accordingly, increase the volume in the Linux audio settings and/or on the headset. If you still receive no audio, check whether our RTP/audio proxies have been blocked by 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 that 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, under sipgate softphone ➔ Edit ➔ Developer tools ➔ Network
check data usage:
Login approx. 520 KB / per minute 223 bytes / 60 min approx. 13-15 KB
---
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