Why am I no longer receiving calls in the sipgate app in the browser?

Cause and solution when the sipgate app in the browser no longer signals incoming calls.

If you leave the sipgate app open in the browser in a background tab for a longer period of time, it may happen that you no longer receive incoming calls. The connection to the app is interrupted and calls no longer get through.

How do I recognize the problem?

A red banner appears at the bottom of the app with the message The connection could not be established and a Try again-button.

HC-Image-sipgate-app-reconnect-connection-min.png

Solution

In your browser settings, you can specify that the sipgate app is not automatically paused. This keeps the connection stable and you are reachable at all times.

Google Chrome

1. Open Chrome and enter chrome://settings/performance in the address bar

2. Scroll to Always keep these sites active

3. Click on Add \

4. Click the tab Manually add websites

5. Enter https://workspace.sipgate.com and confirm with Add

HC-Image-sipgate-app-web-discard-add-tab-de-chrome-min.png

Microsoft Edge

1. Open Edge and enter edge://settings/system in the address bar

2. Click on Performance

3. Find the section Never put these sites into standby mode

4. Click on Add

5. Enter https://workspace.sipgate.com in

6. Confirm with Add

Mozilla Firefox

Option 1: Pin tab (only for the current session)

• Right-click the sipgate tab

• Pin tab select

Note: This setting is lost when you restart

Option 2: Use an extension (recommended)

• Install the extension The Tab Suspender

• Open the extension settings

• Add https://workspace.sipgate.com to the whitelist

Safari

Safari does not support exceptions for frozen tabs. Our recommendation: Use the sipgate app.

Alternatives

Separate browser window

• Open the sipgate app in a separate window

• Leave this open, visible, or minimized

• Do not open any other tabs in the same window

Desktop app (recommended)

The best solution is to use the sipgate desktop app, which is not affected by browser restrictions.

Download: Download sipgate app

Immediate solution

If the problem has already occurred:

• Click on Try again in the red banner

• Wait until the connection is restored

• Set up one of the permanent solutions mentioned above

Background: Why does this happen?

Modern browsers automatically pause inactive tabs to:

• Save memory

• Improve system performance

• Reduce battery consumption

However, this disconnects the connection to the sipgate app, which prevents incoming calls.