# 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 --- # 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/troubleshooting-problem-solving/what-are-typical-errors-and-solutions-for-the-sipgate-softphone.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.