> 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/die-sipgate-app/sipgate-app-fehler-und-loesungen.md).

# 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 microphone permissions for the app

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 the SYSTEM SETTINGS ➔ PRIVACY & SECURITY ➔ MICROPHONE. Enable access for the sipgate App there.

</details>

<details>

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

**Cause:** Firewall prevents use.\
**Solution:** In the firewall the [**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 ➔ Filters ➔ Blocked websites: edit ➔ [login.sipgate.com](http://login.sipgate.com) is in the filter, it should be removed

</details>

<details>

<summary><strong>Error: Update progress goes past >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**: quit sipgate App, restart it and complete the update fully.

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

</details>

<details>

<summary><strong>Error: Outbound calling 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**: The "sipgate App" phone in the sipgate Asterisk does not start a call to [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**: The error should generally be fixed. If it still occurs, please contact sipgate customer support.

</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 major restructuring would be necessary so that the login data is no longer stored as a third-party cookie. This restructuring 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.

</details>

<details>

<summary><strong>Error: "cannot be used. Please check your audio settings"</strong></summary>

Behavior: outgoing call cannot be started or incoming call cannot be accepted\
Analysis renderer logs: NotReadableError: Could not start audio source\
Cause: The operating system / another application is temporarily blocking access to your microphone/headset<br>

* The application can be a browser or a video/voice app

Solution:<br>

* close other concurrently open audio/video applications/browsers and then start a new call
* quit sipgate App, restart it, media access to the audio device is requested again, test a new call

</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 the 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 shown (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, "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**: deactivate the pop-up blocker in the browser, restart the browser, log into sipgate App again\
\- in the default browser you can then activate 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 write-protected C:\Users\Username\AppData\Roaming\sipgate-desktop\IndexedDB\
**Solution:** Remove contacts from favorites. Allow write permissions for the folder

</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 running in "Constrained Language mode"; running PowerShell scripts is largely blocked\
**Solution**: temporarily allow the use of PowerShell in FullLanguage mode via group policy, perform the sipgate App installation/update, then re-enable the group policy\
**Example**.: [Constrained Language mode SRP/GPO](https://4sysops.com/archives/mitigating-powershell-risks-with-constrained-language-mode/)

</details>

<details>

<summary><strong>Error: sipgate App cannot be selected as the default app for link type: TEL</strong></summary>

Cause: certain Windows updates can overwrite the registry\
Solution:<br>

* Quit sipgate app
* open the path in File Explorer: %USERPROFILE%\AppData\Roaming\sipgate-desktop\FirstRun
* delete both Tel files
* restart sipgate App; sipgate App should now be selectable again as the default app for link type TEL

</details>

#### Linux

<details>

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

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 execute **rm -rf .config/sipgate-desktop/**

</details>

<details>

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

**Workaround**: quit 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 sipgate App, menus and graphics should now be loaded 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/$USER/LibrarError: When selecting sipgate SSO, the email is already logged in and you can only enter the password, which means you cannot log out of the sipgate App and log in with another sipgate user. The email address is permanently stored under Application Support/sipgate-desktop\
**Solution**:\
\- uninstall sipgate App\
\- open Finder "Go to" delete /Users/$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

</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 it via the Finder menu to "Applications"

</details>

#### sipgate App on the web

<details>

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

**Cause:** Microphone permission 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 shown (web)</strong></summary>

**Cause:** Notification permission 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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