# What are typical errors and solutions for the sipgate Softphone? Here you will find the solutions to the sipgate softphone errors known to us. ### macOS **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 older:** 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 **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
### Windows
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 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.
### Linux
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 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](https://basicsupport.sipgate.de/hc/de/articles/115005739225-Router-VPN-LTE-mit-VoIP-Problemen)
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.
### General error codes **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
**Check data usage:**\ In sipgate softphone ➔ edit ➔ developer tools ➔ network * Login: about 520 KB * Per minute: 223 bytes * 60 minutes: approximately 13-15 KB