sipgate app errors and solutions

Common sipgate app errors and their solutions for Windows, Linux, and Mac platforms.

General Errors

Error: Calls cannot be made. There is no sound. Solution: Check the app's microphone permissions.

In Windows 11, go to START ➔ WINDOWS SETTINGS ➔ PRIVACY & SECURITY ➔ MICROPHONE. Activate the following options:

• Microphone access

• Allow apps to access your microphone

• Allow desktop apps to access your microphone

In Apple macOS, open SYSTEM SETTINGS ➔ PRIVACY & SECURITY ➔ MICROPHONE, and activate microphone access for the sipgate app.

Error: Calls cannot be made, and an audio error message appears. Cause: The firewall is blocking usage. Solution: Allow IP and port ranges for sipgate in the firewall.

Error: The login window briefly opens and closes, showing the error message: "An error occurred. Please try again." Analysis: sipgate App ➔ Help ➔ Export Logs ➔ Save Zip Search in the renderer.log for [date time] [error] [app] other Cause: login.sipgate.com is blocked by the firewall or pi-hole. Solution: Allow login.sipgate.com. Example: Fritz!Box ➔ Internet ➔ Filter ➔ Edit Blocked Internet Pages ➔ Remove login.sipgate.com from the filter.

Windows

Error: Login works, but then "Oops! Something went wrong. Reload the app or try again later." Analysis: sipgate App ➔ Help ➔ Export Logs ➔ renderer.log [error] [ws] Socket disconnected io client disconnect Error: Cannot read properties of undefined (reading 'some') Workaround: sipgate App ➔ Help ➔ Reset Cache and restart the App.

Error: "Update could not be installed. Check your internet connection and try again." Cause: sipgate App was started without internet access. Solution: Click on Open sipgate App, activate internet via WiFi/LAN, then try to install the update again.

Error: Notifications are not showing. Activate notifications in Windows: Win11: System ➔ Notifications ➔ ON

• sipgate App: ON

• sipgate App ➔ Notifications: ON

• sipgate App ➔ Show Notification Window: ON

Error: "An error occurred. The switch cannot be started. Please turn off active ad blockers or change the pop-up settings in your browser." Problem: When opening the sipgate App, clicking Sign In redirects to sipgate.co.uk, but the browser blocks the pop-up, causing the above error message. Cause: A pop-up blocker is active in the browser. Solution: Disable the pop-up blocker in the browser, restart the browser, and log in to the sipgate App again. Once signed in, you can re-enable the pop-up blocker in the default browser.

Error: 1-minute white screen before the login window appears, followed by a 5-minute loading spinner before login completes. Problem: Contacts are not loading; you can only see phone numbers, and favorites couldn't be found in your CRM contacts. Cause: The folder is read-only C:\Users\Username\AppData\Roaming\sipgate-desktop\IndexedDB. Solution: Remove contacts from favorites. Grant write permissions for the folder.

Error: [info] [contacts] Destroying IndexedDB for contacts... in the renderer.log. Cause: There is a problem with the database. Solution:

• Uninstall the sipgate App.

• Manually delete the folder C:/Users/User/AppData/Local/Programs/sipgate-desktop.

• Manually delete the folder C:/Users/User/AppData/Roaming/sipgate-desktop.

• Reinstall the sipgate App.

Error: sipgate App installation and/or update fails. "Sipgate App cannot be closed." "A javascript error occurred in the main process." Cause: PowerShell is running in "Constrained Language Mode", restricting the execution of PowerShell scripts. Solution: Temporarily allow PowerShell to run in Full Language Mode via Group Policy, perform the sipgate App installation/update, then re-enable the Group Policy. Example: Constrained Language Mode SRP/GPO.

Linux

Error: ./clinq.AppImage: cannot execute binary file: Exec format error. Cause: i386 / arm64 is not supported. Solution: Use Linux amd64.

Error: You briefly see the call list without phone numbers, followed by an error message. Problem: IndexedDB cannot load contacts from the App configuration. Analysis: sipgate App ➔ Help ➔ Export Logs ➔ Zip ➔ renderer.log Cause: IndexedDB is inaccessible. Solution: Open Linux Terminal and execute: rm -rf .config/clinq-desktop/.

Error: sipgate App window is gray; images and buttons do not load. Workaround: Close the sipgate App, open Terminal, and execute the following commands: find ~/.config/CLINQ/ -name "GPUCache" | xargs rm -rf or find ~/.config/clinq-desktop/ -name "GPUCache" | xargs rm -rf. Reopen the sipgate App; menus and graphics should now load correctly.

Mac

Error: When selecting sipgate SSO, the email is already logged in, and you can only enter the password, preventing logout and login with another sipgate user. Cause: /Users/$USER/Library/Application Support/sipgate-desktop stores the email address. Solution:

• Uninstall sipgate App.

• Open Finder, go to Go To, and delete /Users/$USER/Library/Application Support/sipgate-desktop.

• Replace $USER with your Mac username. Example: /Users/Mustermann/Library.

• Then, install the sipgate App, delete the desktop folder, and log in with sipgate SSO.

Error: Updates cannot be installed. Please check your internet connection. Cause: sipgate App was not moved to the Applications folder. Solution: Refer to the "Installation" section above. Uninstall the sipgate App, execute it, and move it to the Applications folder via the Finder menu.