Answer: The disconnection issues could be caused by the application crashing. Contact Softdrive support and they will check the logs to see if they are related to audio. Some points to tell Softdrive support to help speed things up:
Does the audio work sometimes? When did it last work?
Can you confirm that they are not seeing the "Attempting to reconnect, please wait..." popup and does it go directly to the launcher when they get disconnected?
Do you have access to different audio devices to test? It doesn't have to be something that you would use permanently, but just to test to see if it's a specific audio device causing the issue.
Much better if the audio device is connected using USB and not audio jack because it will be treated as its own device instead of using the computer's hardware like the jack port does.
Similar to the previous one, but this time a different computer with the same audio device (unless they use the laptop's integrated audio in which case you can't use it elsewhere).
Having audio issues in other applications on the computer such as YouTube or similar?
Can you disable every audio device and try using Softdrive? This will obviously cause no audio to work, but would be a temporary test.
To do this, you can right click on the audio icon on the right of the taskbar, go to "Sounds" and then the first two tabs (Playback and Recording) will contain all of the audio devices, there you can disable and then re enable afterward
Make sure you note which devices need to be re enabled if they have many because it then becomes complicated
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