# sipgate app: errors and solutions

#### General errors

<details>

<summary><strong>Error: Calls cannot be established. The selected microphone cannot be used.</strong></summary>

**Solution**: Check the app's microphone access permissions

Under **Windows 11** open via 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

Under **Apple macOS** open SYSTEM SETTINGS ➔ PRIVACY & SECURITY ➔ MICROPHONE. Activate access for the sipgate app there.

</details>

<details>

<summary><strong>Error: Audio connection could not be established, please check network and microphone</strong></summary>

**Cause:** Firewall prevents use.\
**Solution:** In the firewall, [**IP and port ranges**](https://help.sipgate.de/hc/de/articles/4983838712477-Was-sind-die-IP-und-Port-Bereiche-von-sipgate) allow for sipgate

</details>

<details>

<summary><strong>Error: The login window opens briefly and closes immediately — "An error occurred. Please try again."</strong></summary>

**Analysis**: sipgate App ➔ Help ➔ Export logs ➔ Save zip\
search in renderer.log for \[date time] \[error] \[app] other\
**Cause**: [login.sipgate.com](https://login.sipgate.com/) is blocked by firewall/pi-hole\
**Solution**: [login.sipgate.com](https://login.sipgate.com/) allow\
**Example**.: Fritz!Box ➔ Internet ➔ Filter ➔ Blocked websites: edit ➔ [login.sipgate.com](http://login.sipgate.com) is listed in the filter, should be removed

</details>

<details>

<summary><strong>Error: Update progress goes over 100% and does not install the update</strong></summary>

**Cause**: unclear\
**Solution**: unclear\
**Workaround**: uninstall sipgate App, new version [download](https://www.sipgate.de/app-download) and install

</details>

<details>

<summary><strong>Error: "installer integrity check has failed. Common causes include incomplete download and damaged media."</strong></summary>

**Cause**: The download for the update was interrupted or is incomplete.\
**Solution**: close the sipgate App, restart it, and complete the update.

![NSIS.png](/files/288e7682d889599e73a9f3c6a300990bb7d342ed)

</details>

<details>

<summary><strong>Error: Calling out aborts with error message: "An error occurred. Please try again."</strong></summary>

**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 the [sipgate.de](http://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](http://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 CLINQ phone to the sipgate Asterisk, which should mean this error no longer occurs, as the sipgate App will then make a SIP registration directly against [sipgate.de](http://sipgate.de) Asterisk

</details>

<details>

<summary><strong>Error: You are already logged in with another user in this session. Please log out first.</strong></summary>

**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.

</details>

#### Windows

<details>

<summary><strong>Error: Login works, then "Oops! Something went wrong. Reload the app or try again later" appears</strong></summary>

**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

</details>

<details>

<summary><strong>Error: "Update could not be installed. Check your internet connection and try again."</strong></summary>

**Cause**: sipgate App was started without internet\
**Solution**: click on **open sipgate app** and enable internet via Wifi/LAN. Then install the update again.

</details>

<details>

<summary><strong>Error: No notifications are displayed (Windows)</strong></summary>

**Solution**: Enable Windows notifications:\
Win11: System ➔ Notifications ➔ ON\
\- sipgate App: ON\
\- sipgate App ➔ Notifications: ON\
\- sipgate App ➔ Show notification window: enable

</details>

<details>

<summary><strong>Error: "An error occurred The switch cannot be started. Please turn off active adblockers or change the pop-up settings in your browser."</strong></summary>

**Problem**: open 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 into sipgate App again\
\- in the default browser you can then enable the pop-up blocker again

</details>

<details>

<summary><strong>Error: 1 min white page until the login opens, after login you see a 5 min spinner until you are logged in</strong></summary>

**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. Allow folder write permissions

</details>

<details>

<summary><strong>Error: " [info] [contacts] Destroying IndexedDB for contacts…" in renderer.log</strong></summary>

**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

</details>

<details>

<summary><strong>Error: sipgate App installation and/or update does not work — "sipgate App cannot be closed." / "A javascript error occured in the main process"</strong></summary>

**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\
**Example**.: [Constrained Language mode SRP/GPO](https://4sysops.com/archives/mitigating-powershell-risks-with-constrained-language-mode/)

</details>

#### Linux

<details>

<summary><strong>Error: You briefly see the call list without phone numbers, then an error message</strong></summary>

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/**

</details>

<details>

<summary><strong>Error: sipgate App window is gray, images and buttons are not loaded</strong></summary>

**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

</details>

#### Mac

<details>

<summary><strong>Error: When selecting sipgate SSO, the email is already logged in and you cannot log in with another user</strong></summary>

**Cause**: /Users/$USER/LibrarError: When selecting sipgate SSO, the email is already logged in and you can only enter the password, so you cannot log out of the sipgate App and log in with another sipgate user. Under Application Support/sipgate-desktop the email address is permanently stored\
**Solution**:\
\- uninstall sipgate App\
\- open Finder "Go to" /Users/$USER/Library/Application Support/sipgate-desktop delete\
// 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

</details>

<details>

<summary><strong>Error: Updates cannot be installed. Please check your internet connection</strong></summary>

**Cause**: sipgate App was not moved to the Applications folder\
**Solution**: see above "Installation" uninstall sipgate App, run it, move via Finder menu to "Application"

</details>

#### sipgate App on the web

<details>

<summary><strong>Error: The other party cannot hear me</strong></summary>

**Cause:** Microphone permission is missing\
**Solution:** [Grant microphone permission](https://help.sipgate.de/hc/de/articles/27555234781085-Wie-erlaube-ich-den-Mikrofonzugriff-f%C3%BCr-die-sipgate-App-im-Browser)

</details>

<details>

<summary><strong>Error: No notifications are displayed (Web)</strong></summary>

**Cause:** Notification permission is missing\
**Solution:** [Allow notifications for the sipgate App on the web](https://help.sipgate.de/hc/de/articles/27571594049181-Wie-kann-ich-Benachrichtigungen-f%C3%BCr-die-sipgate-App-im-Web-erlauben)

</details>


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