Overview
Error Code 04 (KeepAliveTimeout) indicates that the UDP keepalive messages required to maintain the Softdrive session timed out.
This means the UDP component of the connection became broken or unusable, preventing Softdrive from maintaining a stable real-time session.
Although the initial connection may succeed, the session cannot be sustained without consistent bidirectional UDP communication.
Common Causes
Error Code 04 (KeepAliveTimeout) is usually triggered by one or more of the following:
Poor or unstable internet connection
Packet loss or high latency affecting UDP traffic
Network policies blocking, throttling, or rate-limiting UDP traffic
Firewalls, VPNs, or security tools interfering with UDP keepalive packets
This issue is primarily related to UDP network reliability rather than client configuration or platform-side failures.
Troubleshooting
Things to do when this happens:
Check your internet connection quality
Ensure your connection is stable and not experiencing packet loss. If possible, switch to a wired connection.Try a different network
Test the connection using another network (home network or mobile hotspot) to confirm whether the issue is network-related.Contact your network administrator
If you are on a managed or corporate network, share this page with your network team. UDP traffic required by Softdrive must be allowed and not throttled.Use the Troubleshoot option
If this issue started suddenly on a network where Softdrive previously worked, use the Troubleshoot button available in the Softdrive dashboard.
If the issue persists after improving network conditions, please contact Softdrive Support.
When opening a support ticket, include as much detail as possible:
Exact error code shown (Error Code 04 – KeepAliveTimeout)
Timestamp of when the error occurred
Network type (home, corporate, VPN, hotspot)
Screenshots of the error message
Any known UDP restrictions or recent network changes
Email: support@softdrive.co
Providing detailed network information helps the Softdrive team quickly diagnose and resolve UDP keepalive issues.