What are typical errors and solutions for the sipgate Softphone?
Comprehensive list of known sipgate Softphone errors and solutions for macOS, Windows, Linux, and general error codes.
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 https://www.0180.info/ 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 https://www.0180.info/ 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
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: "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
Last updated