sipgate app: errors and solutions
Common sipgate app errors and their solutions - fix call setup, microphone and connection problems.
General errors
Error: Calls cannot be established. The selected microphone cannot be used. Please check your settings.
Solution: Check the app's permissions to access the microphone
Under Windows 11 open via START ➔ WINDOWS SETTINGS ➔ PRIVACY AND SECURITY ➔ MICROPHONE. Enable the following options there:
Microphone access
Allow apps to access your microphone
Allow desktop apps to access your microphone
Under Apple macOS open SYSTEM SETTINGS ➔ PRIVACY & SECURITY ➔ MICROPHONE. Enable access for the sipgate app there.
Error: The audio connection could not be established.
Cause: Firewall prevents use. Solution: In the firewall the IP and port ranges allow for sipgate
Error: The login window opens briefly and closes immediately — "An error occurred. Please try again."
Analysis: sipgate app ➔ Help ➔ Export logs ➔ save ZIP search in renderer.log for [date time] [error] [app] other Cause: login.sipgate.com is blocked in the firewall/Pi-hole Solution: login.sipgate.com allow Example.: Fritz!Box ➔ Internet ➔ Filter ➔ Blocked Internet sites: edit ➔ login.sipgate.com is in the filter, should be removed
Error: Update progress goes over 100% and the update is not installed
Cause: unclear Solution: unclear Workaround: uninstall sipgate app, new version download and install
Error: "installer integrity check has failed. Common causes include incomplete download and damaged media."
Cause: The download for the update was interrupted or is incomplete. Solution: quit the sipgate app, restart it, and complete the update.
Error: Outbound calling aborts with the error message: "An error occurred. Please try again."
Analysis: sipgate app ➔ Help ➔ Export logs: renderer.log [error] [call] Could not dial call Error: Request failed with status code 500 Cause: "sipgate app" phone in sipgate Asterisk does not start a call to the sipgate.de Asterisk Note: sipgate phones such as sipgate Webphone / VoIP phones, e.g. SNOM, are not affected and can be used Workaround: sipgate.de log in, create a second phone - in sipgate App ➔ call list ➔ gear settings set Phone 2 for outgoing calls - outgoing calls with the new SIP data should now work.
Solution: The error should generally be fixed. If it still occurs, please contact sipgate customer support.
Error: You are already logged in with another user in this session. Please log out first.
Cause: Logging out in the workspace (e.g. in Close) does not automatically remove the login data stored in the sipgate.com cookie. Since this login data is stored as a third-party cookie, it remains active even after logging out. Solution: A fundamental redesign would be necessary so that the login data is no longer stored as a third-party cookie. This redesign is technically complex. Workaround Google Chrome: Delete the cookie for sipgate.com or open the following link directly to remove it specifically: chrome://settings/content/all?searchSubpage=sipgate.com Mozilla Firefox: Go to: settings → Privacy & Security → Cookies and site data → Manage data Search for sipgate.com and click on Remove, to delete the cookie.
Error: "Cannot be used. Please check your audio settings"
Behavior: outgoing call cannot be started or incoming call cannot be answered Analysis of renderer logs: NotReadableError: Could not start audio source Cause: The operating system / another application is temporarily blocking access to your microphone/headset
Application can be browser or video/voice app
Solution:
close the other simultaneously open audio/video application/browser and then start a new call
quit the sipgate app, restart it, media access to the audio device will be requested again, test a new call
Error: Call drops after 7-11 seconds
Cause 1: outbound UDP is blocked in the software/hardware firewall Problem 1: IPv4+IPv6 connection, SIP via IPv6, but UDP via IPv4 = no audio Cause 2: unclear Analysis 1-2: sipgate app ➔ Help ➔ Export logs ➔ renderer.log ➔ [info] [call] Inbound Audio Level Report: 'Empty Audio': '10.111s (100%)' Solution 1: allow UDP traffic for the sipgate app Solution 2: temporarily disable IPv6 on the PC/laptop until we have a solution
Error: "There is a problem with your account. Please contact our support."
Analysis: Workspace.sipgate.com logging in works, only logging into the sipgate app does not work Solution: reset cache Windows: quit app, delete cache folder: %USERPROFILE%\AppData\Roaming\sipgate-desktop\Cache, start app, log in MacOS: quit app, delete cache folder: /Users/$USER/Library/Application Support/sipgate-desktop/Cache, start app, log in
Windows
Error: Login works, then "Oops! Something went wrong. Reload the app or try again later" appears
Analysis: sipgate app ➔ Help ➔ Export logs ➔ renderer.log [error] [ws] ⛔️ Socket disconnected io client disconnect Error: Cannot read properties of undefined (reading 'some') Workaround: open the sipgate app ➔ Help ➔ reset cache and restart the app
Error: "Update could not be installed. Check your internet connection and try again."
Cause: sipgate app was started without internet Solution: on Open sipgate app click and enable internet via Wi-Fi/LAN. Then install the update again.
Error: No notifications are displayed (Windows)
Solution: enable Windows notifications: Win11: System ➔ Notifications ➔ ON - sipgate app: ON - sipgate app ➔ Notifications: ON - sipgate app ➔ Show notification windows: enable
Error: "An error occurred The switch cannot be started. Please turn off active adblockers or change the pop-up settings in your browser."
Problem: open the sipgate app, "Log in" wants to redirect to sipgate.de, the browser blocks the redirect and the above error message appears Cause: a pop-up blocker is active in the browser Solution: disable the pop-up blocker in the browser, restart the browser, log in to the sipgate app again - in the default browser, you can then re-enable the pop-up blocker
Error: 1 minute of white page until the login opens, after logging in you see a spinner for 5 minutes until you are logged in
Problem: contacts are not loaded, you only see phone numbers and Favorites could not be found in your CRM contacts. Cause: folder is read-only C:\Users\Username\AppData\Roaming\sipgate-desktop\IndexedDB Solution: Remove contacts from favorites. Grant write permissions to the folder
Error: " [info] [contacts] Destroying IndexedDB for contacts…" in renderer.log
Cause: There is a problem with the database Solution:
uninstall sipgate app manually delete folder *C:/Users/Benutzer/AppData/Local/Programs/sipgate-desktop* manually delete folder *C:/Users/Benutzer/AppData/Roaming/Programs/sipgate-desktop* install sipgate app
Error: sipgate app installation and/or update does not work — "sipgate App cannot be closed." / "A javascript error occurred in the main process"
Cause: PowerShell is operating in "Constrained Language mode"; running PowerShell scripts is largely blocked Solution: temporarily allow the use of PowerShell in FullLanguage mode via group policy, perform sipgate app installation/update, re-enable group policy Example.: Constrained Language mode SRP/GPO
Error: sipgate app cannot be selected as the default app for link type: TEL
Cause: certain Windows updates can overwrite the registry Solution:
Quit sipgate app
open the path in File Explorer: %USERPROFILE%\AppData\Roaming\sipgate-desktop\FirstRun
delete both Tel files
restart the sipgate app, sipgate app should now be selectable again for link type TEL
Linux
Error: you briefly see the call list without phone numbers, then an error message
Problem: IndexedDB cannot load contacts from the app config Analysis: sipgate app ➔ Help ➔ Export logs ➔ Zip ➔ renderer.log [2023-08-23 11:03:29.521] [error] [contacts] Could not get contacts by id from IndexedDB Cause: indexedDB cannot be accessed Solution: open Linux terminal and run rm -rf .config/sipgate-desktop/
Error: sipgate app window is gray, images and buttons are not loading
Workaround: close the sipgate app, open Terminal and run the following commands find ~/.config/sipgate/ -name "GPUCache" | xargs rm -rf or find ~/.config/sipgate-desktop/ -name "GPUCache" | xargs rm -rf open the sipgate app, menus and graphics should now load correctly again
Mac
Error: when selecting sipgate SSO, the email is already logged in and you cannot log in with another user
Cause: /Users/$USER/LibrarError: when selecting sipgate SSO, the email is already logged in and you can only enter the password; this means you cannot log out of the sipgate app and log in with another sipgate user. The email address is permanently stored under Application Support/sipgate-desktop Solution: - uninstall sipgate app - open Finder "Go to" delete /Users/$USER/Library/Application Support/sipgate-desktop // replace $User with your own Mac username: e.g.: /Users/Mustermann/Library - then uninstall sipgate app and delete the desktop folder and log in with sipgate SSO
Error: Updates cannot be installed. Please check your internet connection
Cause: sipgate app was not moved to the Application folder Solution: see above "Installation" uninstall sipgate app, run it, move it via Finder menu to "Application"
sipgate app on the web
Error: The other party cannot hear me
Cause: Microphone permission missing Solution: Grant microphone permission
Error: No notifications are displayed (Web)
Cause: Notification permission missing Solution: Allow notifications for the sipgate app on the web
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