# How do I set up the sipgate fax printer for Windows?
Sending faxes does not only work via the sipgate web interface, but also directly on your device with the sipgate fax printer. Here you can[ the 32-bit Windows version of the fax printer ](https://sipgate-faxdrucker.s3.eu-central-1.amazonaws.com/SipgateFaxdruckerInstall_x86.msi)and [the 64-bit Windows version here](https://sipgate-faxdrucker.s3.eu-central-1.amazonaws.com/SipgateFaxdruckerInstall_x64.msi) download and send faxes conveniently from your desktop right away. With **Windows** you can send faxes via the application **Print**.
**Important**: For Windows version 3.24, login no longer works because of an API shutdown. For this, please use the **fax printer version 4.3.3.1** from the **sipgate homepage** download.
➔ After you have downloaded the sipgate fax printer for Windows, follow the instructions of the **installation wizard**.
➔ After the program has been installed, you will find the **sipgate fax printer** automatically under your **configured printers**.
➔ To be able to send your documents as a fax, you must first log in with your sipgate credentials. To do this, press the key combination **Windows key + R** and enter the following path: C:\Program Files\SipgateFaxdrucker\SipgateFaxdrucker.exe and then press **OK**. The sipgate fax printer will now open – and you can log in in the browser.
➔ Now select the desired document and click the option **Print**. To start sending the fax, it is important that you select the **sipgate fax printer** as the printer.
Afterwards, the sending process and finally the successful transmission will be displayed.
## **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
Why can't I see any contacts?
sipgate start Login has only phone contacts
* import contacts via Google/CSV, make sure that phone/fax was imported
* close fax printer if open and restart via Print
* fax contacts should now be loaded
* check contacts in the sipgate account and adjust phone->fax if necessary
* close fax printer if open and restart via Print
* fax contacts should now be loaded
How can faxes be sent faster?
\- send fax, wait until status "Document successfully transmitted"\
\- close fax printer "click X in the top right"\
\- Document ➔ Print ➔ sipgate fax printer send new fax\
\- check fax status in sipgate account ➔ event list\
from "Document successfully transmitted" onward, the PDF file is on the sipgate server, which then faxes it; in the fax printer you only need to wait if you want to see the transmission status until the end
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.
**Possible error codes**
Below you will find a brief explanation of certain error codes
F400 “Transmission failed, please try again later (F400)
**F400 “Transmission failed, please try again later (F400)**\
**Log:** "failed to send fax: An error occured while sending the request", when API is blocked after successful login in the fax printer\
**Cause 1:** 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 1:** allow the fax printer to access the network/Internet in the software/router firewall\
**Approach 1**: check C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs to see whether/which error message with date and time matches the fax transmission\
**Cause 2:** sipgate is experiencing an outage, API is not responding\
**Solution 2:** Status website: check and wait\
**Problem 3:** Login works, fax line loaded, error when sending (F400)\
**Log 3:** “Error: 0 : Failed! Response code was: GatewayTimeout” and “Warning: 400 : Sending failed: Api returned no sessionId”\
**Cause 3:** looks like api.sipgate.com cannot be reached\
**Solution 3:** check firewall rules to see whether api.sipgate.com / 217.10.72.56 is being blocked temporarily in some way\\
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
**F500**: 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
**F413**: Transmission of the fax to our systems failed because the file is larger than 9 MB.
F415
**F415:** The transmission of the fax to our systems failed because the file is invalid. Try a different file type.
Error message: The application requires .Net Framework 4.6.1 (4.3.2.0)
**Error message: The application requires** [**.Net Framework 4.6.1**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/NetFramework_Win7.png) **(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**: the fax printer 4.2+ cannot be used under Windows 7\\
**Error message: The application requires** [**.Net Framework 4.6.2**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/Framework.4.6.2.png) **(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
**Error message:** [**FaxUI**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/FaxUIFehler.png) **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
**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”
**Error message:** [**"error":"unknown\_error"**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/ErrorUnknownError.png)\
**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!
**Error message:** [**"Authentication not possible.**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/AuthentifizierungNichtMoeglich.png) **/ 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**: 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
**Error message**: [**Login failed! / Error during login**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/AuthentifizierungAbbrechen.png)\
**Log analysis:** C://Users/"Name"/AppData/Local/sipgateFaxdrucker/Logs\
\- sipgateFaxdrucker Critical: 0 : Error Authenticating: access\_denied\
**Cause**: after logging in with email/password, a query 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: when clicking “log in in the browser” + “No internet”
**Error: when clicking “log in in the 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 etc.
Error: when clicking “log in in the browser” + “No connection/failed”
**Error: when clicking “log in in the 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 the browser” does not open the browser
**Error: clicking “log in in the browser” does not open the browser**\
**Log**: [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**: Windows ➔ Outbound rules ➔ sipgate Faxdrucker rule blocking IP 217.10.72.54\
**Solution**: Windows ➔ Outbound rules ➔ delete sipgate Faxdrucker rule or allow access
Error: login credentials are not saved permanently
**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 were entered; after PC restart, 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
**Error: Windows print job reports “**[**Error printing**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/FaxdruckerUmbenannt.png)**” 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)
**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 entry of a fax number is possible here\
// starting once is necessary to obtain “user rights”\
\- Document->Print->Fax printer->Fax printer now opens, enter fax number\
\- restart sipgateFaxdrucker.exe manually when user logs off or PC restarts\
**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 the config.dat / moves it to quarantine\
**Solution 2:** unclear, check antivirus/firewall
Error: print ends up in print queue / fax printer does not open (Win Server)
**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 Faxdrucker.exe as user “SYSTEM” instead of the local user, therefore 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** to domain users and SYSTEM\
\- the local admin should now be deleted for security reasons\
\- fax printer starts, needs 1-2 min on the first start, then starts faster
**Solution Windows Server 2022:** not available yet\
**Workaround Windows Server 2022:** not available yet
Error: fax port is empty + no contacts found + “Send fax” is grey
**Error: fax port is empty + no contacts found + “Send fax” is grey** [**Image**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/APIBlockiert.png)\
**Error: when clicking “fax port” /** [**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->Filter->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 grey / not clickable**\
**Cause 1:** insufficient balance\
**Solution 1:** top up balance\
**Cause 2:** invalid fax number entered\
**Solution 2:** check fax number for correctness / no special characters\
\--> 0137, 0138, 01212, 01807, 0185, 0181, 0188, 0900 as well as 118xx are not allowed\
**Cause 3:** no fax port selected / possibly the user does not have fax\
\- sipgate free has no WebFax --> the S/M/L plan 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)
**Error: Your balance is not sufficient. (at least 1.79 ct)** [**Image**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/GuthabenNichtAusreichend.png)\
**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”
**Error: fax printer login menu does not open after about 1 min “**[**printed file is too large**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/DateiZuGro_Fehler.png)**”**\
**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 black background + red text
**Error: black/white document is sent as black background + red text** [**Image**](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/Fax_schwarz_rot.png)\
**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-> Printing preferences->Paper/Quality: save black-and-white printer\
**Windows 11**->Settings->[Bluetooth & devices](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/DruckerEinstellungen01.png)->[Printers & scanners](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/DruckerEinstellungen02.png)->[sipgate fax printer](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/DruckerEinstellungen03.png)->[Printer preferences](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/DruckerEinstellungen04.png) ->[Paper/Quality](https://github.com/pinekenstein/zendesk-import/blob/main/cloud-telefonanlage/.gitbook/assets/DruckerEinstellungen05.png) ->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
---
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