Fax printer Windows: errors and solutions
Troubleshooting for the sipgate fax printer on Windows - improve quality, resolve connection problems.
Frequently Asked Questions
Can the fax printer be installed on a Surface with an ARM CPU?
No, the fax printer only works with x86/x64 Intel/AMD CPUs
Is the upload of the temporary fax PDF encrypted?
From the fax printer to the web server, the data is transmitted encrypted via SSL port 443 using TLS 1.2.
Why can't I see any contacts?
Cause 1: you only have phone contacts Solution 1: - Import contacts via Google/CSV, make sure that phone/fax was imported - Close the fax printer if it is open and restart it via Print, fax contacts should now be loaded Cause 2: you have more than 1000 contacts Solution 2: if possible fewer than 1000 contacts, otherwise always enter the fax number, as the search only works for up to 1000 contacts
How can you send faxes faster?
Use this short introduction to be able to send faxes quickly:
Send fax, wait until status "Document successfully transmitted"
Close fax printer "click X top right"
Document ➔ Print ➔ send new fax with sipgate fax printer
Check fax status in the sipgate account ➔ event list; from "Document successfully transmitted" onward the PDF is on the sipgate server, which then sends the fax. Waiting in the fax printer is only necessary if you want to see the transmission status through to the end.
Possible error codes
Below you will find a brief explanation of certain error codes
F400 "Transmission failed, please try again later (F400)
Log: "failed to send fax: An error occured while sending the request" when the API is blocked after successful login in the fax printer Cause: Software firewall blocks requests from the fax printer to our API https://api.sipgate.com 217.10.72.56 and https://login.sipgate.com or general internet Solution: allow the fax printer to access the network/internet in the software/router firewall Approach: check C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs for an error message with date and time matching the fax transmission Cause: sipgate has an outage, API does not respond Solution: Status page: https://status.sipgate.de/ check and wait
Login works, fax connection loaded, error when sending (F400)
Log: "Error: 0 : Failed! Response code was: GatewayTimeout" and "Warning: 400 : Sending failed: Api returned no sessionId" Cause: api.sipgate.com cannot be reached Solution: Check in the firewall rules whether api.sipgate.com / 217.10.72.56 is temporarily blocked
Make sure that you have an internet connection.
**Cause:** there is no internet connection when sending a fax Solution: Check and repair the internet connection, then repeat the fax transmission
F500: The transmission of the fax to our systems failed for an unknown reason.
Please contact customer support, ideally with a description of how you can reproduce the behavior.
F413: The transmission of the fax failed because the file is larger than 9 MB.
The transmission of the fax to our systems failed because the file is larger than 9 MB.
F415: The transmission of the fax failed because the file is invalid.
The transmission of the fax to our systems failed because the file is invalid. Try another file type.
Possible errors and solutions
Error message: The application requires .Net Framework 4.6.1 (4.3.2.0)
Cause: You are using Windows 7 Service Pack 1 without .Net Framework 4.6.1 Solution: Download and install .Net Framework 4.6.1 for Windows 7 from Microsoft Link Note: fax printer 4.2+ cannot be used on Windows 7
Error message: The application requires .Net Framework 4.6.2 (4.3.3.0)
Cause: Windows 7/8 is missing .Net Framework 4.6.2, which is required by the fax printer Solution: .Net Framework 4.6.2 install it, fax printer installation should now work
Error message: FaxUI — Object reference not set to an instance of an object
Cause: sipgate fax printer 3.24 is installed and can no longer be used Solution: uninstall sipgate fax printer 3.24, install the new fax printer See Windows Apps
Error: fax printer is missing from the printer overview after installation
Cause 1: Task Manager ➔ Services ➔ Spooler "Print Queue" ➔ Stopped Solution 1: Task Manager ➔ Services ➔ Spooler "Print Queue" ➔ right-click "Start" Cause 2: Anti-virus software has blocked a registry entry Solution 2: Uninstall fax printer, reinstall, disable anti-virus software Note 2: "repair" did not help
Error message: "error":"unknown_error"
Cause of default browser: Browser cache knows the login token, does not refresh the token (Opera) Solution for default browser: Clear the browser cache, fax printer login now works Workaround: Windows ➔ Default apps ➔ Browser: set a different browser, log in to fax printer ➔ change the default browser back again - Logout/login now also works with the previous default browser
Error message: "Authentication not possible." / Login failed!
Log analysis: C://Users/"Name"/AppData/Local/sipgate Faxdrucker/Logs - sipgate Faxdrucker Critical: 0 : Could not perform code exchange: The remote server returned an error: (407) Proxy authentication required. - sipgate Faxdrucker Critical: 0 : Could not perform code exchange: at Sipgate Faxdrucker.Authentication Cause: in the firewall api.sipgate.com / login.sipgate.com is allowed, but sipgate.com is blocked Solution: allow api.sipgate.com / login.sipgate.com / sipgate.com port 443 (TLS 1.2) in the firewall
Error message: Login failed! / Error during login
Log analysis: C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs - sipgateFaxdrucker Critical: 0 : Error Authenticating: access_denied Cause: after login email/password, a prompt appears, here "Cancel" was clicked Solution: log in with email/password and the fax printer Allow access
Error: clicking "log in in browser" + "No internet"
FireFox: "Page not found" Opera: "No internet" Chrome: "The website is not reachable" Cause: no internet / network cable not connected etc. Solution: Connect internet / network cable
Error: clicking "log in in browser" + "No connection/failed"
Firefox: FireFox cannot connect to the server at 127.0.0.1:51007. FireFox + sipgate cookie: Object reference not set to an instance of an object. Image FireFox without sipgate cookie: Error: connection failed Chrome: Your internet connection is blocked Edge Chromium: Your internet access is blocked Opera: Object reference not set to an instance of an object. Image Opera: The website is not reachable 127.0.0.1 refused the connection Image Cause: access from the fax printer to the internet is blocked in the software firewall Kaspersky Solution: allow internet access in the software firewall
Error: clicking "log in in browser" does not open the browser
C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs System.Net.Sockets.SocketException: A socket access was not permitted because of the access rights of the socket 217.10.72.54:443 Cause1: Windows ➔ Outbound rules ➔ sipgate fax printer rule blocking IP 217.10.72.54 Solution1: Windows ➔ Outbound rules ➔ delete sipgate fax printer rule or allow access Log analysis: sipgateFaxdrucker Warning: 0 : Did not fetch balance due to missing access rights: Balance endpoint returned 403: Forbidden for this user Cause2: unclear Solution2: send sipgate support the logs with the affected fax printer login email.
Error: login data is not saved permanently
Cause: Software X prevents system changes or software Y deletes config.dat Problem: Login data is deleted C://Users/"Name"/AppData/Local/sipgateFaxdrucker/config.dat Example: DeepFreeze was activated before fax printer login data was entered, after restarting the PC, fax printer login data are deleted from C://Users/"Name"/AppData/Local/sipgateFaxdrucker/config.at DeepFreeze solution: Disable DeepFreeze via administrator, log in to the fax printer, set the DeepFreeze system point and activate DeepFreeze, data should now be saved permanently Example: McAfee Anti-Virus: Scan drive C:// and check whether McAfee deleted config.dat McAfee Anti-Virus solution: restore config.dat and mark it as trusted
Error: Windows print job reports "Error printing" — print job deletes itself
"Document.pdf" could not be printed by the printer. Cause: fax printer is uninstalled, there is only a renamed fax printer entry left Solution: Windows ➔ Printers ➔ delete renamed printer entry "Remove device" - install fax printer, optionally change the name back to sipgate-fax printer
Error: print job ends up in the print queue / fax printer does not open (user)
Analysis 1: Windows 10/11 + user: fax printer starts as process but not as user Solution 1 Windows 10/11 user: install fax printer 4.3.3.0 Workaround 1 Windows 10/11 + user: - cancel print job if present start C:/Program Files/sipgateFaxdrucker/sipgateFaxdrucker.exe, log in to sipgate, fax printer should now be logged in - fax printer close, no fax number can be entered here // one start is necessary to obtain "user rights" - Document ➔ Print ➔ Fax printer ➔ fax printer now opens, enter fax number - restart sipgateFaxdrucker.exe manually when the user logs out or the PC is restarted Analysis 2: %LocalAppData%\sipgateFaxdrucker\Logs Log error: sipgateFaxdrucker Critical: 0 : error loading credentials: The array cannot be NULL Problem 2: login data cannot be found/read: C:\Users\Name\AppData\Local\sipgateFaxdrucker\config.dat Cause 2: unclear, possibly anti-virus software deleting config.dat / moving it to quarantine Solution 2: unclear, check antivirus / firewall
Error: print job ends up in the print queue / fax printer does not open (Win Server)
Cause Windows 2016/2019 Server + WinPC user: Redmon (Redirect Port Monitor) starts fax printer.exe as user "SYSTEM" instead of local user, so you do not see the fax printer GUI/dialog because there are not enough rights Solution Windows 2016/2019 Server + Windows user: install fax printer 4.3.3.0 Workaround Windows 2016/2019 Server: (contact a server admin or system house for implementation) - delete all sipgate fax printer registry entries if the fax printer is already installed - create a local admin - perform fax printer installation with "local admin" - log in as domain admin and set all rights under Security for domain users and SYSTEM - local admin can now be deleted / or delete it for security reasons - fax printer starts, needs 1-2 minutes on first start, then starts faster
Error: fax connection is empty + no contacts found + "Send fax" is greyed out
Error: when clicking "fax connection" / get groupfaxlines An error occured while sending the request. get groupfaxlines Cause 0: software/hardware firewall blocks requests to api.sipgate.com Solution 0: allow software/hardware firewall access to api.sipgate.com Example.: Fritz Box ➔ Internet ➔ Filters ➔ Lists ➔ Blocked websites edit ➔ api.sipgate.com Example.: Kaspersky ➔ Settings ➔ Protection ➔ Firewall ➔ Packet rules ➔ custom rule blocking api.sipgate.com / 217.10.72.56 Example.: C:\Windows\System32\drivers\etc\hosts entry 127.0.0.1 api.sipgate.com &#xNAN;"Send fax" button is still greyed out / cannot be clicked Cause 1: not enough credit Solution 1: top up credit Cause 2: invalid fax number entered Solution 2: Check whether the fax number is entered correctly / no special characters The following prefixes cannot be used: 0137, 0138, 01212, 01807, 0185, 0181, 0188, 0900 and 118xx Cause 3: no fax connection selected / possibly the user does not have fax - sipgate free has no WebFax ➔ the S/M/L tariff must be used Solution 3: Select fax connection, possibly switch to an S/M/L tariff Cause 4: unclear Approach 4: Check C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs / send to support Solution 4: unclear
Error: Your credit is insufficient. (at least 1.79 ct)
Cause: you should not have zero credit or negative credit in the sipgate account Note: despite free minutes in the trial period, you have 0 € credit Solution: none, the fax printer can only be used with credit after the trial period Different: use WebFax, the WebFax in the customer area can use free minutes and credit
Error: fax printer login menu does not open after about 1 minute "printed file is too large"
Description: fax printer is listed under printers, when printing a document -> fax printer the login menu does not open, after 1 minute an error message appears: file too large Cause: file is larger than 9 MB Solution: reduce file size
Error: black/white document is sent as a black background + red text
Cause: the fax printer is stored as a color printer, which is incorrectly implemented in at least Adobe Solution: fax printer install 4.3.3.0 / distributed via auto update Windows 10 ➔ Settings ➔ Printers & scanners ➔ sipgate fax printer ➔ Manage ➔ Print settings ➔ Paper/quality: save black-and-white printer Windows 11 ➔ Settings ➔ Bluetooth & devices ➔ Printers & scanners ➔ sipgate fax printer ➔ Printer settings ➔ Paper/quality ➔ Black and white Cause of Adobe Acrobat Reader: Print ➔ fax printer: "Save color/toner" enabled Image_01 Solution for Adobe Acrobat Reader: Print ➔ fax printer ➔ "in grayscale (black and white)
Error: "ghostscript errorSystem.Runtime.InteropServices.ExternalExeption (0xFFFFFF9C): Ghostscript conversion error at SipgateFaxdrucker.GhostScript.GhostScript64.CallApi(String[] args) in \GhostScript64.cs:line 32"
Problem: the Ghostscript in the fax printer cannot convert the document to PDF Cause: Adobe PDF with a form field such as a signature Solution: Take a screenshot and send it as a fax via Print
You can find a local log here: C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs Examples: Error: 0 : No credential Manager found Warning: 0 : Refreshing token failed sipgateFaxdrucker Critical: 0 : error loading credentials: The array cannot be NULL
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