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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 unstable or unusable, preventing Softdrive from maintaining a real-time session. 

 Although the initial connection may succeed, the session cannot be sustained without consistent bidirectional UDP communication. 

Applies To

• Softdrive Platform
• Softstream Client
• Softdrive Cloud Desktops

Symptoms

• Session disconnects after initial connection
• Intermittent connection drops during usage
• Keepalive or session timeout error appears

Possible Causes

• 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. 

Resolution

1. Check your internet connection quality
   • Ensure your connection is stable with minimal packet loss
   • Switch to a wired Ethernet connection if possible
2. Test using a different network
   • Use a home network or mobile hotspot
   • If it works, the issue is confirmed to be network-related
3. Contact your network administrator
   • If on a corporate network, request verification that UDP traffic is allowed
   • Ensure UDP traffic is not blocked, throttled, or rate-limited
4. Use Softdrive Troubleshoot
   • If the issue started recently, run the Troubleshoot option from the Softdrive dashboard

Validation / Expected Result

• The session remains stable after connection
• No unexpected disconnections occur
• UDP communication is maintained consistently

Troubleshooting Notes

• This error is strongly tied to UDP packet loss or interruption
• VPNs and corporate networks are common sources of UDP restrictions
• Testing on a different network is the fastest way to isolate the issue

Escalation

 If the issue persists, contact Softdrive Support and include the following: 

• Error code: Error Code 04 – KeepAliveTimeout
• Date and time of occurrence
• Network type (home, corporate, VPN, hotspot)
• Screenshot of the error message
• Description of any network issues observed

 Email: support@softdrive.co