# sipgate app errors and solutions #### 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**\ \&#xNAN;**\[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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://teamhelp.sipgate.co.uk/use-sipgate/sipgate-app/sipgate-app-errors-and-solutions.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.