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 works not only via the sipgate web interface, but also directly on your device with the sipgate fax printer. Here you can download the 32-bit Windows version of the fax printer and download the 64-bit Windows version here download it and send faxes conveniently from your desktop from now on. With Windows you send faxes via the application Print.

Important: For Windows version 3.24, login no longer works due to an API shutdown. 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.

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➔ 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.

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➔ 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.

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Afterwards, the sending process and finally the successful transmission are 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, it 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 only has phone contacts

• when importing 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 you send faxes faster?

- send fax, wait until status "Document successfully transmitted" - close fax printer "click X top right" - document ➔ print ➔ sipgate fax printer send new fax - check fax status in sipgate account ➔ event list from "Document successfully transmitted" the PDF file is on the sipgate server, which then faxes it; waiting in the fax printer is only necessary if you want to see the transmission status until the end

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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 general internet 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 has an outage, API does not respond Solution 2: Status page: https://status.sipgate.de/ check and wait Problem 3: Login works, fax connection 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 somehow temporarily blocked\

Make sure you have an internet connection. **Cause:** when sending a fax there is no internet connection Solution: Check and repair the internet connection, then repeat the fax transmission

F500

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

F413: The 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 another 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: 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

Error message: FaxUI The object reference was 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

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”

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!

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: with 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

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: clicking “log in in browser” + “No internet”

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 to the internet / network cable etc.

Error: clicking “log in in browser” + “No connection/failed”

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

Error: clicking “log in in browser” does not open the browser Log: System.Net.Sockets.SocketException: A socket access was not permitted because of the access rights of the socket 217.10.72.54:443 Cause: Windows ➔ Outbound rules ➔ sipgate fax printer rule blocking IP 217.10.72.54 Solution: Windows ➔ Outbound rules ➔ delete sipgate fax printer rule or allow access

Error: login data is not saved permanently

Error: login data is not saved permanently Cause: Software X prevents system changes or software Y deletes config.dat Problem: Login data are 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 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 “Print error” print job deletes itself

Error: Windows print job reports “Print error” 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)

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 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 - manually restart sipgateFaxdrucker.exe when the user logs out or after PC restart 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 antivirus software that deletes the Config.dat / moves 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)

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 Faxdrucker.exe as user “SYSTEM” instead of local user, therefore you cannot 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 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 user and SYSTEM - local admin should now be deleted for security reasons - fax printer starts; it needs 1-2 minutes on first start, after that it starts faster

Solution for Windows Server 2022: not yet available Workaround for Windows Server 2022: not yet available

Error: fax port is empty + no contacts found + “Send fax” is greyed out

Error: fax port is empty + no contacts found + “Send fax” is greyed out 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: not enough credit Solution 1: top up credit Cause 2: invalid fax number entered Solution 2: check whether fax number is entered correctly / no special characters --> not possible 0137, 0138, 01212, 01807, 0185, 0181, 0188, 0900 as well as 118xx Cause 3: no fax port selected / possibly the user has no 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)

Error: Your credit is insufficient. (at least 1.79 ct) Image 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 approx. 1 min “printed file is too large”

Error: fax printer login menu does not open after approx. 1 min “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 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 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” active Image_01 Solution for Adobe Acrobat Reader: 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: The array cannot be NULL