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.
Solution: Check the app’s access permissions for the microphone
On Windows 11 open START ➔ 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
On Apple macOS open SYSTEM SETTINGS ➔ PRIVACY & SECURITY ➔ MICROPHONE. Enable access for the sipgate app there.
Error: Audio connection could not be established, please check network and microphone
Cause: The firewall is blocking usage. Solution: In the firewall, allow the IP and port ranges 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 by firewall/pi-hole Solution: login.sipgate.com allow e.g..: Fritz!Box ➔ Internet ➔ Filter ➔ Blocked websites: edit ➔ login.sipgate.com is in the filter and should be removed
Error: Update progress goes beyond 100% and the update is not installed
Cause: unclear Solution: unclear Workaround: uninstall sipgate app, download new version 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: close the sipgate app, restart it, and complete the update fully.
Error: Dialing out aborts with an 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: "CLINQ" phone in CLINQ Asterisk does not start a call to sipgate.de Asterisk Note: sipgate phones such as sipgate Webphone / VoIP phone 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: In Q3/Q4 2025 we will migrate existing customers with the CLINQ phone to the sipgate Asterisk, which should mean this error no longer occurs, because the sipgate app will then make a SIP registration directly against sipgate.de Asterisk does
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 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 temporarily blocks access to your microphone/headset
The application can be a browser or video/voice app
Solution:
close other audio/video applications/browsers running in parallel and then start a new call
close the sipgate app, restart it, media access to the audio device will be requested again, test a new call
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 sipgate App ➔ Help ➔ Reset cache and restart app
Error: "Update could not be installed. Check your internet connection and try again."
Cause: sipgate app was started without internet Solution: click on open sipgate App 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 window: 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: opening the sipgate App, "Sign 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 reactivate the pop-up blocker
Error: 1 min white page until the login opens, after login you see a spinner for 5 min until you are logged in
Problem: contacts are not loading; 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. Allow folder write permissions
Error: " [info] [contacts] Destroying IndexedDB for contacts…" in renderer.log
Cause: There is a problem with the database Solution:
Uninstall sipgate App Manually delete the folder *C:/Users/User/AppData/Local/Programs/sipgate-desktop* Manually delete the folder *C:/Users/User/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 occured in the main process"
Cause: PowerShell is working 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 e.g..: 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:
close the 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: indexexDB 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/clinq-desktop/
Error: sipgate App window is gray, images and buttons are not loading
Workaround: close sipgate App, open terminal and run the following commands find ~/.config/CLINQ/ -name "GPUCache" | xargs rm -rf or find ~/.config/clinq-desktop/ -name "GPUCache" | xargs rm -rf open 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/$USER/LibrarError: when selecting sipgate SSO, the email is already logged in and you can only enter the password, so you cannot log out of the sipgate app and log in with another sipgate user. The email address is stored permanently under Application Support/sipgate-desktop Solution: - uninstall sipgate App - open Finder "Go to" delete /Users/$USER/Library/Application Support/sipgate-desktop // replace $User with your own Mac user name: 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 Applications folder Solution: See above under "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 is missing Solution: Grant microphone permission
Error: No notifications are displayed (Web)
Cause: Notification permission is missing Solution: Allow notifications for the sipgate app on the web
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