What are typical errors and solutions for the sipgate Softphone?

General login:
Error: you see the manual code entry after the browser login
Cause: block pop-ups is activated in the browser or browser add-on
Solution: disable pop-up blocker for app.sipgate.com

Error: "no valid phone number" although entered correctly
Cause: sipgate does not support the accessibility of all number ranges
Solution: call the special numbers via another service
Workaround: check special numbers if a landline number is known which could be reached via sipgate

Error: call button does not respond
Cause: sipgate error / or you have no internet
Solution: inform team support if the internet works

Error: accepting calls via bluetooth headset button does not work
Cause: not yet configured in the softphone
Solution: wait for a new version, where it works, click on answer call with mouse

Error: calls cannot be accepted via the keyboard
Cause: not yet configured in the softphone
Solution: wait for a new version, where it works, click on answer call with the mouse

Error: message "Couldn't access microphone" when calling
Cause 1: MacOS ➔ System Settings ➔ Security ➔ Privacy ➔ Microphone ➔ sipgate Softphone: deactivated
Solution 1: MacOS ➔ System Settings ➔ Security ➔ Privacy ➔ Microphone ➔ sipgate Softphone: activated - Exit softphone, restart, calls should now be possible
Cause 2: Kaspersky Internet Security ➔ Settings ➔ Protection ➔ Program Control ➔ Manage Programs ➔ Search "sipgate " ➔ sipgate softphone ➔ right click ➔ Restriction:" Not trustworthy "
Solution 2: Kaspersky Internet Security ➔ Settings ➔ Protection ➔ Program Control ➔ Manage Programs ➔ Search for "sipgate " ➔ sipgate softphone ➔ Restriction: trustworthy
Cause 3: unclear
Solution 3: unclear

Error: I don't hear an announcement on 10005:
Solution 1: check in the operating system where audio is normally output and adjust
Solution 2: see also "My language is being recorded, do not hear the person called:"

Error: I do not hear sipgate tariff announcement / sipgate call block / sipgate errors
Cause Version 1.9.20 or orlder: old SIP.JS version that still handles early Media (SIP 183) incorrectly Solution: use 1.9.23 or newer for new version 1.9.13

Error: my language is not recorded (corded headset) My language is not being recorded:
Cause headset 1: "Mute" activated via hardware button on the headset or cable
Solution headset 1: deactivate mute on the headset / cable switch
Cause headset 2: defective, should not record audio in other applications
Solution headset 2: test another headset or switch to a microphone in the tablet / laptop
Cause headset 3: the headset is recognized by Mac, but is not supported correctly
Solution headset 3: uninstall driver / headset software / install new version Cause Mac: System Settings ➔ Security ➔ Privacy ➔  Microphone ➔ App Browser deactivated Solution Mac: System Settings ➔ Security ➔ Privacy ➔ Microphone ➔ App Browser activated

Error: my voice is not recorded / the caller cannot be heard (Bluetooth headset)
Note: the headset is listed 2x: loudspeaker / communication device "Hands free" "Loudspeaker"
problem: in stereo mode, only audio playback is possible
Solution: Select the communication device "Hands free"

Error: my speech is only broadcast choppy, hear the called party very well
Cause 1: there is not enough bandwidth: 60-100 kbit / s available in the upload
Solution 1.1: deactivate uploads in the network or allocate certain bandwidth if possible
Solution 1.2: switch from UMTS / LTE to WiFi / DSL / cable / fiber if possible

Error: The language of the called party is received chopped off, is understood very well
Cause 1: there is not enough bandwidth available in the upload
Solution 1.1: Disable network downloads or allocate certain bandwidth if possible
Solution 1.2: switch from UMTS / LTE to WiFi / DSL / cable / fiber if possible

Error: My voice is transmitted with little or very little time delay
Cause of Internet via satellite: the paths from ground station to satellite are unfortunately very long Satellite solution: Use DSL / Cable / Glasfer / LTE solution if possible
Cause VM (HypeV / VirtualBox): The voice data run through the network controller of the VM software and are delayed
Solution (HypeV / VirtualBox):

• if you are not using a VM, deactivate the VM network controller
• if you use the softphone in a VM: unfortunately we have no solution so far

Error: AirPods audio gets bad as soon as the microphone is active
Cause: AirPods switch to Bluetooth SCO standard which then sets audio down to mono 8.0 kHz, why audio then sounds bad. Apple has known the problem since 2017: various patches, still acute Workaround 1 Mac: do not use the AirPod Micro
Mac ➔ System Preferences ➔ Sound ➔ Output: AirPods
Mac ➔ System Preference ➔ Sound ➔ Input: Mac Micro
Micro input: Mac Micro 
Audio settings: AirPods

Error: Workaround 2 Mac: change settings, temporary effect
Mac ➔ System Preferences ➔ Sound ➔ Output: Mac speaker
Mac ➔ System Preferences ➔ Sound ➔ Input: Mac Micro
Softphone: audio settings / microphone input: AirPods / Mac Micro ➔ AirPods ➔ change regularly
Workaround 3: use Windows + AirPods

Error: incoming german T-Mobile calls no longer send audio after 8 minutes
Cause: Telekom sends an SIP update, which is not supported
Solution: Telekom wants to import a fix around end of July 

Error: After 8 - XX minutes you will no longer hear the person called
Cause: the called party has silent detection active in the phone / app and says nothing longer
Solution 1: the called party should deactivate "silent detection" in the phone / app
Solution 1.1: the called party should say something every 30-120s

Error: you can call out, but cannot be called
Cause 1: in the sipgate account ➔ phones ➔ first phone ➔ do not disturb (DND) active
Solution 1: in the sipgate account ➔ phones ➔ first phone ➔ do not disturb (DND) inactive
Cause 2: in the sipgate account ➔ forwarding ➔ first connection: active immediately to invalid number Solution 2.1: in the sipgate account ➔ forwarding ➔ first connection: deactivate
Solution 2.2: forwarding ➔ first connection: 10-20s + enter valid phone number

Error: you can only be reached in detail after about 5 - 30 minutes after making a call:
Cause: SIP ALG active in the router / modem / firwall
Solution: deactivate SIP ALG

Error: the keys are incorrectly recognized when calling a bank computer / conference system: (DTMF) Cause: SIP Info is set in the softphone, the target system expects SIP inband or SIP RFC2833 
Solution: configure a VoIP app (PC / cell phone) with sipgate data to call this number

Error: no keys arrive when calling a bank computer / conference system (DTMF)
Cause: the carrier from sipgate.de to the destination number has a problem
Solution immediately: call via another service Solution carrier: wait until the carrier has recognized the problem and solved it
Solution sipgate: report a problem with sipgate support with a call example, the support can then open a fault message with the carrier, wait until the carrier has solved the problem

Error: general login 
Behavior: you see the manual code entry after the browser login
Cause: "Block pop-ups" is enabled in the browser or a browser add-on
Solution: disable the pop-up blocker for app.sipgate.com

Error: "Invalid number" despite correct entry
Cause: sipgate does not support all number ranges (e.g., 0137, 0138, 01212, 01807, 0185, 0181, 0188, 032, 0900)
Solution: Use another service to call special numbers
Workaround: Check special numbers at https://www.0180.info/ for an available landline number that can be reached via sipgate

Error: call button not responding
Cause: sipgate error or no internet connection
Solution: contact support if your internet is working

Error: answering calls via Bluetooth headset button doesn't work
Cause: not configured in the Softphone yet
Solution: wait for a new version that supports this feature; for now, use the mouse to answer calls

Error: "could not access microphone" message when calling
Cause 1: Windows settings ➔ microphone ➔ allow apps to access your microphone: OFF
Solution 1: Windows settings ➔ microphone ➔ allow apps to access your microphone: ON
Cause 2: Windows settings ➔ microphone ➔ allow apps to access your microphone: ON

• Allow desktop apps to access your microphone: OFF

Solution 2: Windows settings ➔ microphone ➔ allow apps to access your microphone: ON

• Allow desktop apps to access your microphone: ON
• The sipgate softphone should appear in the list

Cause 3: Windows settings ➔ microphone ➔ desktop apps: sipgate softphone missing
Solution 3: Wait for a new softphone version that fixes this issue

Cause 4: Kaspersky Internet Security ➔ settings ➔ protection ➔ application Control ➔ manage applications ➔ search sipgate ➔ sipgate softphone ➔ right-click ➔ restriction: Untrusted
Solution 4: Kaspersky Internet Security ➔ settings ➔ protection ➔ application control ➔ manage applications ➔ search sipgate ➔ sipgate softphone ➔ right-click ➔ restriction: trusted

Error: I can't hear sipgate tariff announcement / sipgate call block / sipgate error
Cause in version 1.9.12: old SIP.JS version incorrectly handles early media SIP 183
Solution: wait for the new version 1.9.13

Error: I can't hear an announcement on 10005

• check and adjust where audio is normally output in the operating system
• see also My voice is recorded, but I can't hear the person I'm calling.

Error: My voice is not recorded (wired headset)
Cause headset 1: mute activated via hardware button on the headset or cable
Solution headset 1: deactivate mute on the headset/cable switch
Cause headset 2: defective, likely won't record audio in other applications either
Solution headset 2: test another headset or switch to the microphone in the tablet/laptop
Cause headset 3: headset is recognized but not supported
Solution headset 3: install the latest software drivers / test another headset
Cause lenovo: microphone disabled via lenovo software: FN + F4 deactivates
Solution lenovo: press FN + F4 again to activate

Error: my voice is not recorded / caller cannot be heard (Bluetooth headset)
Note: the headset is listed twice: speaker / communication device hands-free
Issue "speaker": in stereo mode, only one audio playback is possible
cause Windows 10: Windows 10 ➔ Settings ➔ Sound ➔ Sound Control Panel

• Playback: HDMI screen / speaker / headset stereo, etc. set as default device
• Recording: HDMI screen / speaker / headset stereo, etc. set as default device

solution Windows 10:

• Playback: set Bluetooth headset communication device (hands-free) as default
• Recording: set Bluetooth headset communication device (hands-free) as default
• Changes should be saved immediately, restart the softphone, test call 10005 should now work

Error: my voice is transmitted choppy, but I hear the callee clearly
Cause 1: insufficient bandwidth available: 60-100 kbit/s upload speed
Solution 1.1: disable uploads on the network or allocate specific bandwidth, if possible
Solution 1.2: switch from UMTS/LTE to Wi-Fi / DSL / cable / fiber, if possible

Error: the callee's voice is choppy on reception, but I am understood clearly
Cause 1: insufficient upload bandwidth available.
Solution 1.1: disable downloads on the network or allocate specific bandwidth, if possible.
Solution 1.2: switch from UMTS/LTE to Wi-Fi / DSL / cable / fiber, if possible.

Error: my voice is transmitted with little to significant delay
Cause Satellite Internet: ground station ➔ satellite paths are unfortunately very long.
Solution Satellite: use DSL / cable / fiber / LTE solutions, if possible.
Cause VM (Hyper-V / VirtualBox):

• Voice data passes through the VM software's network controller causing delays.
  Solution (Hyper-V / VirtualBox):
• If not using a VM, disable the VM network controller.
• If using the softphone in a VM, unfortunately, we currently have no solution.

Error: incoming T-Mobile calls stop sending audio after 8 minutes.
Cause: telekom is sending a SIP update that is not supported.
Solution: telekom plans to deploy a fix around 22.05.20.

Error: after 8-XX minutes, you can no longer hear the caller:
Cause: the caller has silence detection activated in their phone/app and remains silent for an extended period.
Solution 1: the caller should deactivate silence detection in their phone/app.
Solution 1.1: the caller should speak at intervals of 30-120 seconds.

 

Error: after 8-XX minutes, the caller can no longer hear you

Cause 1: Silence detection is active in your headset software.
Solution 1: disable silence detection in your headset software.

Cause 2: your router/modem uses SIP ALG and has changed the voice port during the call.
Solution 2: disable SIP ALG.

Error: you can make outgoing calls but can't receive incoming calls

Cause 1: Do not disturb (DND) is activated in the sipgate account ➔ Phones ➔ first phone.
Solution 1: deactivate Do not disturb (DND) in the sipgate account ➔ Phones ➔ first phone.

Cause 2: immediate call forwarding to an invalid number is activated in the sipgate account ➔ Call forwarding ➔ first line.
Solution 2.1: deactivate call forwarding in the sipgate account ➔ Call forwarding ➔ first line.
Solution 2.2: set call forwarding in the sipgate account ➔ Call forwarding ➔ first line to 10 - 20 seconds + enter a valid number.

Cause 3: you are using an IPv6 DS Lite connection and registration occurs via IPv4.
Solution 3 Softphone: unfortunately, no solution is available.
Alternative 3: set up phonerlite and activate IPv6. Configuration guides can be found in our Configuration guides.

Error: you are only reachable for approximately 5-30 minutes after making outgoing calls
Cause: SIP ALG active in the router/modem.
Solution: disable SIP ALG

Error: when calling bank computers / conference systems, key presses are incorrectly recognized (DTMF)

Cause: RFC2833 is set in the softphone, while the target system expects SIP Info or Inband.
Solution: configure a VoIP app (PC/Mobile) with sipgate credentials (See software guides).

• Refer to the specific guide for DTMF settings, adjust accordingly, and retry the call.

Error: when calling bank computers / conference systems, no key presses are received (DTMF)
Cause: the carrier from sipgate.de to the destination number is experiencing an issue.
Immediate Solution: call through another service.
Carrier Solution: wait for the carrier to identify and resolve the issue.
sipgate Solution: report the issue with a call example to sipgate support. They can then open a trouble ticket with the carrier to resolve the issue.

Error when starting softphone: FATAL setuid_sandbox_host.cc(157)] The SUID sandbox helper binary was found, but is not configured correctly. Rather than run without sandboxing I'm aborting now. You need to make sure that /tmp/.mount_sipgatkaQrRB/chrome-sandbox is owned by root and has mode 4755. Cause: the Chrome sandbox requires root privileges. Solution: sudo chown root chrome-sandbox sudo chmod 4755 chrome-sandbox // We are looking into alternative solutions.

Error message in console: ./sipgate-softphone.AppImage: cannot execute binary file: Exec format error
Cause: our application cannot be used via AMR chip.
Solution: AMR support is not planned; alternatively, use the Webphone.

Error: Login always requires a login code
Behavior: after logging in via browser, you see manual code entry
Cause: "Block pop-ups" is activated in the browser or a browser add-on
Solution: disable pop-up blocker / in the browser: allow pop-ups for app.sipgate.com

Error: "invalid number" although correctly entered
Cause: sipgate does not support all number ranges
- 0137, 0138, 01212, 01807, 0185, 0181, 0188, 032, 0900
Solution: call special numbers through another service
Workaround: check special numbers at https://www.0180.info/ for a reachable landline number via sipgate

Error: call button does not respond
Cause: sipgate error / or no internet connection
Solution: contact team support if internet is working
Error: answering calls via Bluetooth headset button does not work
Cause: not configured in the softphone yet
Solution: wait for a new version, for now, click to answer calls with the mouse

Error: I don't hear sipgate rate announcement / call block / error
Cause Version 1.9.12: old SIP.JS version mishandles early media
Solution: we're working on it, wait for the new version 1.9.X

Error: I don't hear an announcement on 10005:

• check the operating system's audio output settings and adjust accordingly
• see also My voice is recorded, but I can't hear the caller

Error: my voice is not recorded (wired headset)
Cause Headset 1: mute activated via hardware button on the headset or cable Solution Headset 1: deactivate mute on the headset/cable switch

Cause Headset 2: defective, will also not record audio in other applications Solution Headset 2: test another headset or switch to the laptop microphone

Cause Headset 3: headset recognized by Linux but not properly supported Solution Headset 3: uninstall drivers/headset software, install the latest version

Error: my voice is not recorded / caller is not heard (Bluetooth headset)
Note: The headset is listed twice: Speaker / Communication Device "Hands free"
Problem "Speaker": only one audio channel is available in stereo mode
Solution: select the Communication Device "Hands free"

Error: my voice is only transmitted in a choppy manner, while I hear the caller very well.
Cause 1: insufficient upload bandwidth: 60-100 kbit/s available.
Solution 1.1: disable uploads on the network or allocate specific bandwidth if possible.
Solution 1.2: switch from UMTS/LTE to Wi-Fi / DSL / cable / fiber, if possible.

Error: the caller's voice is received in a choppy manner, while I am heard very well.
Cause 1: insufficient upload bandwidth.
Solution 1.1: disable downloads on the network or allocate specific bandwidth if possible.
Solution 1.2: switch from UMTS/LTE to Wi-Fi / DSL / cable / fiber, if possible.

Error: my voice is transmitted with a delay, ranging from minor to significant.
Cause Internet via satellite: the latency between ground station and satellite is unfortunately very high.
Solution Satellite: use DSL / cable / fiber / LTE if possible.
Cause VM (Hyper-V / VirtualBox):

• Voice data is processed through the VM software's network controller, causing delays.

Solution (Hyper-V / VirtualBox):

• If not using a VM, disable the VM network controller.
• If using a VM for the softphone: unfortunately, we have no solution at this time.

Error: incoming T-Mobile calls stop sending audio after 8 minutes.
Cause: Telekom sends an unsupported SIP update.
Solution: Telekom plans to deploy a fix around May 22, 2020.

Error: after 8 - XX minutes, you no longer hear the caller.
Cause: the caller has "Silence Detection" enabled on their phone/app and remains silent for too long.
Solution 1: the caller should disable "Silence Detection" on their phone/app. Solution 1.1: the caller should speak at intervals of 30 - 120 seconds.

Error: after 8 - XX minutes, you are no longer heard by the caller.
Cause 1: "Silence Detection" is active in your headset software. Solution 1: disable "Silence Detection" in your headset software. Cause 2: your router/modem uses SIP ALG and has changed the voice port during the call. Solution 2: disable SIP ALG. See known routers/modems.

Error: you can make outgoing calls but cannot receive incoming calls.
Cause 1: sipgate account ➔ phones ➔ first phone ➔ Do Not Disturb (DND) is active.
Solution 1: sipgate account ➔ phones ➔ first phone ➔ deactivate Do Not Disturb (DND).

Cause 2: sipgate account ➔ call forwarding ➔ first line: immediate forwarding to an invalid number is active.
Solution 2.1: sipgate account ➔ call forwarding ➔ first line: deactivate.
Solution 2.2: call forwarding ➔ first line ➔ set to 10-20 seconds + enter a valid number.

Cause 3: you are using an IPv6 DS Lite connection and registration is occurring via IPv4.
Solution 3 Softphone: unfortunately, none.
Alternative 3: set up PhonerLite and activate IPv6. Instructions can be found in our configuration guides.

Error: you are only reachable for about 5 - 30 minutes after making an outgoing call.
Cause: SIP ALG is active in your router/modem.
Solution: disable SIP ALG. See known models and solutions: Link

Error: when calling a bank computer or conference system, DTMF tones are not recognized correctly.
Cause: the softphone is set to RFC2833, but the target system expects SIP Info or Inband.
Solution: configure a VoIP app (PC/mobile) with sipgate data. See Software Guides.

• Check the DTMF settings in the guide, adjust, and make the call again.

Error: when calling a bank computer or conference system, DTMF tones are not received.
Cause: the carrier from sipgate.de to the destination number has an issue.
Immediate solution: use another service to make the call.
Carrier solution: wait until the carrier identifies and resolves the problem.
sipgate solution: report the issue to sipgate support with a call example. The support team can open a fault report with the carrier, and you should wait until the carrier resolves the problem.

Analysis: Softphone ➔ Edit ➔ Developer Tools ➔ Console

Error: call failed: WebRTC Error + keine Fehlermeldung im Softphone
Ursache: beim Anrufen aufgelegt

Error: "Failed to register, status code 401" + "401 apparently in authentication loop, cannot authenticate"

Behavior: softphone shows offline and the call button is grey
Cause: sip id and sip password are unknown to the phone database
Solution: in the sipgate account ➔ phones ➔ sip access data ➔ sip password ➔ generate new password

Error: call failed: busy and a busy signal is heard
Cause: the called number either rejected the call or was busy

Error: call failed 503 and a busy signal is heard
Cause: multiple local IP addresses are available via Docker on the PC, and the call is being routed through a Docker IP instead of the internet IP

Error: call failed: unavailable and a message that the number is not assigned
Cause: the dialed number is not active
Note: if the number is only unreachable or was reachable via sipgate, please contact support