# Fax printer Windows: errors and solutions #### Frequently Asked Questions
How can I improve the quality? The source document should be black and white and without grayscale.
Can the fax printer be found in the Windows Store? No, that is not planned for now.
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 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, since search only works for up to 1000 contacts
How can faxes be sent faster? Use this short introduction to send faxes quickly: * Send fax, wait until status "Document successfully transmitted" * Close fax printer "click X at 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 until 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 occurred 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](https://api.sipgate.com/) 217.10.72.56 and [https://login.sipgate.com](https://login.sipgate.com/) **or** Internet in general\ **Solution:** allow the fax printer to access the network/Internet in the software/router firewall\ **Approach**: check C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs to see whether there is an error message with date and time matching the fax transmission\ **Cause:** sipgate is experiencing an outage, API is not responding\ **Solution:** Status website: check and wait
Login works, fax line 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 firewall rules to see 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 internet connection, repair it, then send the fax again
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 a different 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](https://www.microsoft.com/de-de/download/details.aspx?id=49982)\ **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**: Win 7/8 is missing .Net Framework 4.6.2, which is required by the fax printer\ **Solution**: [.Net Framework 4.6.2](https://support.microsoft.com/de-de/topic/das-net-framework-4-6-2-offlineinstallationsprogramm-f%C3%BCr-windows-9dce3874-a9e5-9b11-289d-5594824aafe0) install; 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](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/Faxdrucker3.24Deinstallation.png)
Error: Fax printer missing in 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 the registry entry\ **Solution 2:** Uninstall fax printer, reinstall, disable anti-virus software\ **Note 2:** "repair" did not help
Error message: "error":"unknown_error" **Cause default browser:** Browser cache knows the login token and does not refresh the token (Opera)\ **Solution default browser:** Clear browser cache, fax printer login now works\ **Workaround**: Windows ➔ Default Apps ➔ Browser: set a different browser, log in to the 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: in Sipgate Faxdrucker.Authentication\ **Cause**: api.sipgate.com / login.sipgate.com is allowed in the firewall, 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 entering email/password after login, a prompt appears; here "[Cancel](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/ZugriffFaxErlauben.png)" was clicked\ **Solution**: log in with email/password and the fax printer [Allow access](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/ZugriffFaxErlauben.png)
Error: clicking "log in in browser" + "No Internet" **FireFox**: "Page not found"\ **Opera**: "No Internet"\ **Chrome**: "The website cannot be reached"\ **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](https://sipgate.zendesk.com/knowledge/articles/211585785/de?brand_id=559261\&return_to=%2Fhc%2Fde%2Farticles%2F211585785)\ **FireFox without sipgate cookie**: Error: connection failed\ **Chrome**: your internet connection is blocked\ **Edge Chromium:** Your internet access is being blocked\ **Opera**: Object reference not set to an instance of an object. [Image](https://sipgate.zendesk.com/knowledge/articles/211585785/de?brand_id=559261\&return_to=%2Fhc%2Fde%2Farticles%2F211585785)\ **Opera**: The website cannot be reached 127.0.0.1 refused the connection [Image](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/OperaFirewallBlock02.png)\ **Cause**: software firewall blocks the fax printer's access to the internet [Kaspersky](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/KasperskyZugriffBlockiert.png)\ **Solution**: allow access to the internet in the software firewall
Error: clicking "log in in browser" does not open the browser C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs\ [System.Net](http://system.net/).Sockets.SocketException: Access to a socket was disallowed by the socket's access permissions 217.10.72.54:443\ **Cause 1**: Windows ➔ Outbound rules ➔ sipgate Faxdrucker rule blocking IP 217.10.72.54\ **Solution 1**: Windows ➔ Outbound rules ➔ delete sipgate Faxdrucker 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\ **Cause 2**: unclear\ **Solution 2**: send support logs to sipgate Support with the fax printer login email that is affected.
Error: login credentials are 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 from C://Users/"Name"/AppData/Local/sipgateFaxdrucker/config.at are deleted\ **DeepFreeze solution:** disable DeepFreeze via administrator, log in to the fax printer, set the DeepFreeze system point and activate DeepFreeze; data should now be stored 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 ends up in print queue / fax printer does not open (user) **Analysis 1: Windows 10/11 + user**: fax printer starts as [process](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/ProzessFaxdrucker.png) 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\ // starting once is necessary to obtain "user rights"\ \- Document ➔ Print ➔ Fax printer ➔ fax printer now opens, enter fax number\ \- manually restart sipgateFaxdrucker.exe if the user is logged off or the PC is restarted\ **Analysis 2:** %LocalAppData%\sipgateFaxdrucker\Logs\ Log error: sipgateFaxdrucker Critical: 0 : error loading credentials: 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 that deletes/moves config.dat to quarantine\ **Solution 2:** unclear, check antivirus/firewall
Error: print ends up in print queue / fax printer does not open (Win Server) **Cause Windows 2016/2019 Server + WinPC user:**\ Redmon (Redirect Port Monitor) starts faxprinter.exe as user "SYSTEM" instead of the local user, therefore the fax printer GUI/dialog is not visible 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 IT service provider to implement)\ \- delete all sipgate fax printer registry entries if the fax printer is already installed\ \- create a local admin\ \- perform the fax printer installation with the "local admin"\ \- log in as domain admin and set all permissions under **Security** for domain users and SYSTEM\ \- local admin can now be deleted / or delete it for security reasons\ \- fax printer starts, takes 1-2 minutes on first start, then starts faster
Error: fax line is empty + no contacts found + "Send fax" is greyed out **Error: clicking "fax line" /** [**get groupfaxlines An error occured while sending the request. get groupfaxlines**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/ErrorOccuredWhileSendingRequest.png)\ **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 ➔](http://192.168.178.1/#/) api.sipgate.com\ **Example**.: Kaspersky ➔ Settings ➔ Protection ➔ Firewall ➔ Packet rules ➔ custom rule that blocks 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 / not clickable**\ **Cause 1:** insufficient balance\ **Solution 1:** top up balance\ **Cause 2:** invalid fax number entered\ **Solution 2:** Check the fax number to ensure it is entered correctly / no special characters\ The following prefixes cannot be used: 0137, 0138, 01212, 01807, 0185, 0181, 0188, 0900 as well as 118xx\ **Cause 3:** no fax line selected / possibly the user has no fax\ \- sipgate free has no WebFax ➔ the S/M/L tariff must be used\ **Solution 3:** select fax line, 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 balance is not sufficient. (at least 1.79 ct) **Cause**: you should not have a balance of 0 € or negative balance in the sipgate account\ **Note**: despite free minutes in the trial period, you have a 0 € balance\ **Solution**: none, fax printer can only be used with balance after the trial period\ **Different**: use WebFax; the WebFax in the customer area can use free minutes and balance
Error: fax printer login menu does not open after about 1 min "printed file is too large" **Description**: fax printer is listed under printers, when printing document -> fax printer the login menu does not open, after 1 min 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 at least in 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 Adobe Acrobat Reader:** Print ➔ fax printer: "Save color/toner" active [Image\_01](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/AdobeReaderFarbe.png)\ **Adobe Acrobat Reader solution:** Print ➔ fax printer ➔ "in grayscale (black and white)
A local log can be found 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: Array cannot be NULL
Error: "The operation is not supported on this platform" **Analysis**: C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs\ check for errors or send to sipgate Support\ **Cause**:\ **Solution**:
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