> 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/warum-erhalte-ich-keine-anrufe-mehr-in-der-sipgate-app-im-browser.md).

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

If you leave the sipgate app open in the browser in a background tab for a long time, it may happen that you no longer receive incoming calls. In this case, 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 **Retry**-button.

![HC-Image-sipgate-app-reconnect-connection-min.png](/files/b7d35d8c0062a4572b3f0d4cdebf415537649a69)

#### Solution

In your browser settings, you can specify that the sipgate app is not automatically paused. This keeps the connection stable and you can be reached at any time.

{% tabs %}
{% tab title="Google Chrome" %}

1. Open Chrome and enter *chrome://settings/performance* in the address bar
2. Scroll to **Always keep these websites active**
3. Click on **Add**\
   ![HC-Image-sipgate-app-web-discard-tab-de-chrome-min.png](/files/9fdba3a6d2b5e27e3ad584fccfc90ca396fb84bf)\\
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](/files/ec342dd325ac78390bbabd81b5b9e75406af5b54)
{% endtab %}

{% tab title="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 websites to sleep**
4. Click on **Add**
5. Enter <https://workspace.sipgate.com> in
6. Confirm with **Add**
   {% endtab %}

{% tab title="Mozilla Firefox" %}
**Option 1: Pin tab (only for the current session)**

* Right-click on the sipgate tab
* **Pin tab** select

{% hint style="info" %}
**Note:** This setting is lost when you restart
{% endhint %}

**Option 2: Use extension (recommended)**

* Install the extension [**The Tab Suspender**](https://addons.mozilla.org/en-US/firefox/addon/the-tab-suspender/)
* Open the extension settings
* Add <https://workspace.sipgate.com> to the whitelist
  {% endtab %}

{% tab title="Safari" %}
Safari does not support exceptions for frozen tabs.\
**Our recommendation:** Use the [**sipgate app**](https://www.sipgate.de/app-download).
{% endtab %}
{% endtabs %}

#### Alternatives

**Separate browser window**

* Open the sipgate app in a separate window
* Keep 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](https://www.sipgate.de/app-download)

#### Immediate solution

If the problem has already occurred:

* Click on **Retry** 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 usage

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


---

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