How do I set up sipgate Fax Printer for Windows?
Step-by-step instructions for setting up the sipgate Fax Printer on 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 and the 64-bit Windows version here 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
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 217.10.72.56 and 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: https://status.sipgate.de/ 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.
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 (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: the fax printer 4.2+ cannot be used under 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 install; fax printer installation should now work
Error message: FaxUI
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 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" 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. / 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 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” was clicked Solution: log in with email/password and the fax printer Allow access
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 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 Opera: The website cannot be reached 127.0.0.1 refused the connection Image Cause: software firewall blocks the fax printer's access to the internet Kaspersky 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.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” 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 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 Error: when clicking “fax port” / 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->Filter->Lists->Blocked websites edit-> 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 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” 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 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->Printers & scanners->sipgate fax printer->Printer preferences ->Paper/Quality ->Black and white Cause Adobe Acrobat Reader: Print->Fax printer: “Save color/toner” active Image_01 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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