# 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.